• Eric Nelson

  • July 09, 2021 16:11

  Zendesk Developer Advocacy

  Hey Ryan,
  
  It's doubtful that your one environment is running an older version of the client. Though you could confirm this by inspecting the app with the developer tools and checking which version of the sdk you're using and compare it to one of your environments that are working.

  Other than that, are there any other differences in this environment (Browser, Zendesk features, etc)? 
  
  Thanks,
  
  Eric

• RyanMichael Hirst

  • July 12, 2021 17:06

  Yeah we have the same src in our script tag

  <script src="https://assets.zendesk.com/apps/sdk/2.0/zaf_sdk.js"></script>

   

  Does that method work for you at all? Because it does not work on our staging environment now either, or in the v2 REPL App Integration with Zendesk Support app

   
• Eric Nelson

  • July 12, 2021 17:31

  Zendesk Developer Advocacy

  Hey Ryan,
  
  It's tough to say without knowing what 'window' is doing. I'm assuming you're hooking into the window module, but what part are you using? If you're trying to have the client.set triggered on load or some event, a more effective way to do it would be:
  
  

  function setComment(){
    client.set({
      'ticket.comment.appendText': ['Wow this is some cool text!']
    })
  }
  
  window.onload = setComment; 

   
  
  
• R Kasai

  • December 07, 2021 12:11
  • Edited

  Hey Eric,
  
  I'm in the same situation.
  It was working fine until July 7, but since July 8, I've been getting errors.
  
  The script here does not work.

      $(document).on('click' ,'#button_clear', function(){
        client.set('comment.text', '');
        client.invoke('app.close');
      });

  ♯Chrome
  
  
  

• Eric Nelson

  • July 13, 2021 13:53

  Zendesk Developer Advocacy

  Hey 笠井 玲奈,
  
  I built a small test app to try and replicate your issue and I was not able to replicate your issue. Seeing that you and Ryan are both experiencing similar issues, I'm going to want to delve a bit deeper into this. 
  
  Can you let me know a few more details:
  
  Are you able to replicate on different browsers / incognito? If not, what version of Chrome are you using? 
  
  When you write a comment are you able to find it in the dom tree when searching the elements from the dev tools?
  
  Is there a difference in error when clicking the 'clear' button when a comment is present and when the comment body is empty?
  
  
  

• RyanMichael Hirst

  • July 13, 2021 16:12

  1. I can replicate on firefox and Chrome. 

  2. The comment exists in the dom node on dev tools under the "zendesk-editor--rich-text-comment" div.

  3. I don't see a clear button under the "Internal Note" section on the ticket view page. Where is that?

   

  I am pretty sure there is a bug with the comment.text setter. All the other client setters / functions work for me.

• RyanMichael Hirst

  • July 13, 2021 16:34

  Hey Jeff so I just verified that this method works within the context I am getting the error from

  window.client.set('ticket.assignee', { groupId: xxx, userId: xxx });

  I am trying to call

  window.client.set('comment.text'. '');

  from an app that is in the ticket_editor location. That's where the method should work right?

• R Kasai

  • December 07, 2021 12:10
  • Edited

  Hey Eric,
  
  1. I can replicate on firefox and Chrome. 
  firefox Ver.89.0.2
  Chrome Ver.91.0.4472.124
  
  
  

  2.The comment I wrote exists in the dev tool.
  
  

  3.No difference.
  A comment is Null　　　：　TypeError: "comment.text" n.firstChild is null
  A comment is present　：　 TypeError: "comment.text" n.firstChild is null
  
  

   

• Eric Nelson

  • July 14, 2021 21:10

  Zendesk Developer Advocacy

  Thank you both! I was able to track down the issue and have submitted the bug request for patching to our dev team. I'll update this thread once we've gotten it all sorted on our end!

  Have a wonderful day!

  Eric Nelson | Manager - Developer Advocacy

• Eric Nelson

  • July 15, 2021 14:52

  Zendesk Developer Advocacy

  Hey there,
  
  Just got word that this bug has been fixed. I've tested and confirmed that both of you shouldn't experience this issue going forward. Thanks again for working with me to track it down!
  
  Eric

• RyanMichael Hirst

  • July 15, 2021 16:10

  Sweet! Thanks a lot Eric really appreciate it

• Tuomas Savonius

  • December 07, 2021 07:48

  I have this exact same problem currently, noticed this when switching to new agent workspace layout. However, I can't see the text even in the dev tool.

• Greg Katechis

  • December 08, 2021 19:24

  Zendesk Developer Advocacy

  Hi Tuomas! This issue in Agent Workspace is a known limitation at this time. The product and engineering teams are aware of this and do have a resolution for this on their roadmap, although I do not have an ETA to share at this time. 

• Tuomas Savonius

  • December 09, 2021 05:50

  My app is not running in the ticket editor tab, it is in the new ticket sidebar.
  There is no documentation in:

  https://developer.zendesk.com/api-reference/apps/apps-support-api/ticket_sidebar/#comment-object

  that I can find explaining that this is feature is missing from New agent workspace, on the contrary it says:
  
  

  "In the Zendesk Agent Workspace, setting comment.text during a chat conversation auto-transpiles rich text into plain text (Markdown syntax) in the chat editor."
  
  Have I understood something incorrectly?

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