Do you use moment.js in your Theme? Has it been broken in last couple of days?

13 Comments

  • Mikaël Janssens
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    Hi

     

    We use Hund.io and their widget to include the status of our servers on our Zendesk Site. They recently included support for the Office Hours and that functionality requires the Moment.js library. Apparently, Zendesk Guide doesn't support that. What can we do about this? 

     

    Thanks

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  • Brett - Community Manager
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    Hey Mikaël,

    It looks like you haven't received a response on this post yet. While I'm unable to assist with custom code from my end, I would recommend taking a look at our documentation available here:

    Hopefully, this is enough to point you in the right direction. I'll also get this added to our Community Roundup going out today to see if anyone else has an alternative solution for Moment.js.

    Cheers!

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  • Diziana
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    The moment.js is breaking again, has something changed in Guide Help Center? I believe, Zendesk's version of moment.js is breaking customer's moment.js.

     

    Brett - Community Manager - Please have dev team look at it. Thank you

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  • Devan - Community Manager
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    Hello Diziana,

    We went ahead and converted this into a ticket for you, so one of our experts can look into the situation further. You should receive a response soon regarding this issue. 

    Best regards. 

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  • Mikaël Janssens
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    Hi

     

    We posted a Support Ticket already quite some time ago, but received the default answer you guys are using all the time lately: "We do not support third party integrations or custom coding."

    I asked for extra explanation - again - but that Support Ticket is dead for 1 month now. Support Ticket ID is #4889767 . This is absolutely no way to treat Enterprise customers...

     
     
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  • Abdul Qabiz
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    Mikaël Janssens What issues are you facing? Can you please elaborate?

     

    Thank you

    Abdul Qabiz

    Team Diziana

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  • Mikaël Janssens
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    Hi Abdul, 

     

    We are not facing problems with a Diziana theme. We developed our own theme that includes a widget to show the status of our services. That widget is from a third-party provider and relies on moment.js . We discovered Zendesk is blocking this and discovered this thread. That's why we commented here and created a Support Ticket at Zendesk as well. It's that Support Ticket that remains unanswered for quite some time now...

     

    Thanks

    Mika

     
     
     
     
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  • Brett - Community Manager
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    Hey Mikaël,

    Sorry to hear you haven't received a response yet on your ticket. I went ahead and bumped the priority of your ticket to see if we can get a response out to you regarding this issue.

    Thanks for bringing this to our attention!

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  • Mikaël Janssens
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    I just received an answer in that Support Ticket, from my Account Manager. The same dull Macro, saying that Zendesk doesn't support third-party solution. This is really unbelievable. Almost every Support Ticket I need to insist for support. We ask questions: Why are moment.js scripts not working, while it worked before. And apparently, it sometimes works and sometimes not. What do I need to do here to get decent support?????

     
     
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  • Brett - Community Manager
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    Hey Mikaël,

    Thanks for the update and apologies if you haven't received the response you're looking for yet.

    I'm reaching out internally to see if we have any information to provide regarding moment.js in the Help Center.

    Everything that I've found so far suggests that since Zendesk uses its own moment.js version in Guide, any users who use an earlier version will run into issues.

    My knowledge around moment.js is rather limited but do you know if you're using an older version of moment.js or if you're using the most up to date version?

    Let me know!

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  • Mikaël Janssens
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    Hi Brett

     

    Thank you for your answer. We are finally getting somewhere. The status widget we want to implement, is making use of the latest external momentjs engine: https://momentjs.com/timezone/

     

    BTW: the following text is part of my answer in the Support Ticket, after I've been hit again with the default answer (this time coming from the Account Manager in the Benelux): 

    ---------

    So can somebody take his or her finger away the "Default Answer" trigger-panel (or Macro's, to name it with a Zendesk metaphor) and do his/her job?

    Examples:

    - Yes, we are blocking this now, because of this reason. An alternative could be.
    - No, we are not blocking this, so it's strange that this is not working. We'll investigate this and get back to you.
    - Yes, we are blocking this, but it's strange that it's apparently being allowed sometimes and sometimes not.

    These are some of the possible examples on how to do your job. I've been friendly, polite and patiently, although the level of support is getting worse and worse. Not only this Support Ticket but others as well. And you, as an Account Manager should not just repeat the same stupid mantra again, you should apologise and look for a solution.

    ---------

    So I hope that you will be able to urge the Support Team to do their job and to investigate this in a proper way... We don't want help with implementing this stuff, we are asking some basic question about moment.js: What does Zendesk support and what doesn't Zendesk support? 

     

    Thanks
    Regards

    Mika

     
     
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  • Brett - Community Manager
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    Hey Mika,

    I reached out to one of our Software Engineers and while it looks like the usage of moment.js in Guide themes was never supported, there was an update pushed out that unintentionally broke the library. So the team decided to revert the update for those who were relying on moment.js.

    To gather more information from you, I've assigned your existing ticket over to our dev who will contact you shortly.

    Thanks again for your patience!

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  • Bryan - Community Manager
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    Not saying this is guaranteed to get around any challenges of the above solution, but try putting the below code in script.js of a test theme. The expected console.log messages should show up in the browser's debug Console window:

    $(document).ready(function() {

    $.getScript("https://cdnjs.cloudflare.com/ajax/libs/moment.js/2.24.0/moment.min.js", function() {
    // Load the moment.js time zone data remotely
    $.getScript("https://cdnjs.cloudflare.com/ajax/libs/moment-timezone/0.5.26/moment-timezone.min.js", function() {
    // Add time zone(s)
    moment.tz.add('America/New_York|EST EDT|50 40|0101|1Lz50 1zb0 Op0');
    // Get current EST time
    var now = moment().tz("America/New_York");
    console.log("now:", now)
    // Execute rest of script here...
    // debugger;
    });
    });

    //...

    }

    There have been cases where loading third party libraries worked when loading them dynamically. Just posting this example in case it might help.

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