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Feature Wish: Update the language when the brand on a ticket changes
Posted Nov 14, 2024
When an agent modifies the brand (e.g., changing from company.NL for the Dutch market to company.FR for the French market),
both the language and the macros should be updated immediately, without requiring a page reload.
Expected beaviour:
- I change the brand from company.NL to company.FR
- I set the ticket again on open (in order to save the change)
- I go to the macros and choose a template
- This template should now be in the right language = French (FR) instead of Dutch (NL)
The macros we are using are linked to the language through dynamic content and thus should be issued.
The rule/trigger is configured as follows:
It has been observed that while the trigger is activating correctly, the macro remains set to Dutch (NL) despite the brand being associated with language .FR.
The only element that updates correctly following a page reload, (whereby the previous cache data is replaced), is the signature.
Airey from the Zendesk team has confirmed that "the trigger is correctly set to change the language when the brand is changed. However, the macros not updating immediately to reflect the new language is a common issue related to how Zendesk caches data. [ ] Although not ideal, manually refreshing the page can sometimes force the cache to update and display the correct macros. I understand this isn't the seamless experience you're looking for
Feature Request:
Implement a solution whereby, upon changing both the brand and language within a ticket, a page reload is unnecessary to retrieve the macros in the correct language.
IF a Brand and Language are changed simultaneously (in conjunction with a trigger), THEN the stored Macros should automatically update their Language (IF utilizing Dynamic Content)
Added Value:
- seamless CX
- time and cost savings
Thanks so much for taking the time to check this out!
Best
Willi
1
2 comments
Emily Reidy
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
1
Scott Tynan
This is an issue in many areas of the system. I understand the need for caching data to speed up page loads but there is a lot of data that needs to be refreshed whenever the user saves an action. For those of us that have good bandwidth and speed it would be nice to have an admin (or user) setting to specify the level of refresh used whenever a page is loaded.
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