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Andrey Sarapulov's Avatar

Andrey Sarapulov

Joined Apr 15, 2021

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Last activity Nov 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Andrey Sarapulov

Andrey Sarapulov commented,

CommentSMS and Text message help

Ross Newton 

This is a free Application that is used by hundreds of businesses.

It is well supported by the App developer.

View comment · Posted Nov 14, 2024 · Andrey Sarapulov

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Andrey Sarapulov commented,

Community comment Q&A - Tickets and email

Hi Catlin,

 

Could it be something simpler?

 

If a ticket was created via SMS or contains “sms_signature” tag then no signature.

In ANY other case add a signature.

 

Here is a possible syntax.

 

You may need to place your signature HTML into a dynamic content and add it to the liquid syntax instead.

 

{% if ticket.via == "SMS" or ticket.tags contains 'sms_signature' %}

no signature

{% else %}


Sinistar logo

{{current_user.name}}

{% endif %}

View comment · Posted Sep 02, 2024 · Andrey Sarapulov

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Andrey Sarapulov commented,

Community comment Q&A - Tickets and email

Caitlin 

 

If ticket was created via SMS and someone replies, then i believe the following can do the trick.

{% if ticket.via == "SMS" %} no signature {% else %} SIGNATURE {% endif %}

If a ticket was created in any other channel, but Agent wants to send an SMS back (which is done via Trigger), then you may need to add a tag to a ticket and exclude signature when a tag is present.

 

Let me know if it helps.

View comment · Posted Jul 05, 2024 · Andrey Sarapulov

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Andrey Sarapulov commented,

Community comment Developer - Zendesk APIs

The following did the trick for me.

 

This is NOT production ready code. It is for demo purposes only. Please make it look awesome and test carefully before using in production.

 

(function(){

	// remove old widget
	zE('messenger', 'hide'); zE('messenger', 'logoutUser');
	document.getElementById('ze-snippet').remove();
	window.zE = undefined;
	window.zEmbed = undefined;
	window.zEACLoaded = undefined;
	window.zESettings = undefined;


	// add new widget
	var my_awesome_script = document.createElement('script');
	my_awesome_script.id = "ze-snippet";
	my_awesome_script.setAttribute('src','https://static.zdassets.com/ekr/snippet.js?key=XXXXX');
	document.head.appendChild(my_awesome_script);

})();

View comment · Posted May 23, 2024 · Andrey Sarapulov

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Andrey Sarapulov commented,

Community comment Q&A - Help center and community

Hi from the Zignatures App developer,

The table issue caused by Zendesk Comment Composer being very picky on custom HTML. It sanitises every rich/HTML input that is inserted into the composer. So fancy CSS or HTML will be stripped away. It is especially hard on table HTML.

So far I was unable to find any elegant solution to this problem. Regardless of what I've tried the final table was looking not what I wanted it to. So the only way to address it is to re-write the signature HTML using non-table elements. DIVs perhaps is the simplest alternative.

Since DIVs will also contain custom styles you may need to minimize your HTML, saved into a Dynamic Content and then place this Dynamic Content record into the Zignatures App. So far Zendesk Comment Composer allows custom styles from Dynamic Content to be rendered nicely.

Hope it helps. Otherwise, feel free to reach out.

View comment · Posted Apr 17, 2024 · Andrey Sarapulov

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Andrey Sarapulov commented,

CommentSMS and Text message help

Hey Benj,

The signature inside the Zignatures App is usually "programmed" to figure out the brand (or other attribute) and deliver the right signature without any extra actions. Do you have a particular example in mind?

View comment · Posted Jan 04, 2024 · Andrey Sarapulov

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Andrey Sarapulov commented,

CommentSMS and Text message help

Meilech,

I suspect by proactive ticket you are referring to a situation when an Agent is creating a new ticket from Zendesk Support. 

I suspect that the condition in the liquid code used in your Zignaures App config may not consider the scenario like that. I assume that amending them may do the trick.

View comment · Posted Mar 24, 2023 · Andrey Sarapulov

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Andrey Sarapulov commented,

CommentSMS and Text message help

Kevin,

Consider minimizing the HTML code (e.g. removing line breaks) -> adding it into Zendesk Dynamic Content -> save the Dynamic Content placeholder into the Zignatures App setting. Then tends to solve the HTML rendering issue.

View comment · Posted Mar 24, 2023 · Andrey Sarapulov

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Andrey Sarapulov commented,

CommentSMS and Text message help

Nabil, I don't see from your code sample where the "Thanks, Nabil Labs Support Leader" text coming. I assume it may be the native Zendesk signature. If so, then you need to disable it.

View comment · Posted Mar 13, 2023 · Andrey Sarapulov

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Andrey Sarapulov commented,

CommentSMS and Text message help

Nabil

the "outbound_sms" tag should be added to the ticket by, say, a macro when someone is sending the SMS. Is this happening?

View comment · Posted Mar 07, 2023 · Andrey Sarapulov

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