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Remi
Joined Apr 16, 2021
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Last activity Jan 02, 2025
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Latest activity by Remi
Remi commented,
Hello Leo Lenk,
Thank you for posting! I hope you are doing well.
Unfortunately, there is no such thing and likely will not happen as we cannot merge all emails coming from Zendesk as this would lead to collision and email potentially being missed, which is not a thing we would like to see.
Each Email from Zendesk not necessarily coming from the same department/team etc… It would mean some information could easily get missed.
On top of that, as email conversation/threads work with headers such as “references” and have already a logic for threading... It would defeat the very purpose of it.
Have a lovely rest of your day!
Best,
View comment · Posted Jan 02, 2025 · Remi
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Remi commented,
Hello Henrik Breinballe Hansen,
Thank you for your post, hope things are well on your end!
Unfortunately, the custom configuration of fields mapping for auto-provisioning between Azure and Zendesk won't fall within our realm of support.
However, the same way you were able to map this ID value to this Custom Field, you should be able to retrieve any other property/attribute from your User directory such as : Name / Email and pass them in.
As shown in Azure documentation : Configure automatic user provisioning for Zendesk in Microsoft Entra ID
You can establish a mapping between your fields in Zendesk / Azure
![Screenshot of Zendesk matching user attributes](https://learn.microsoft.com/en-us/entra/identity/saas-apps/media/zendesk-provisioning-tutorial/zendesk11.png)
Hence, I would suggest mapping your user Name or Email to the targeted Custom User field in Zendesk.
Hope this helps, have a lovely rest of your day!
Best regards,
View comment · Posted Jan 02, 2025 · Remi
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Remi commented,
Hello @... ,
Hope you are doing well!
If your Token turns out to be expired when pushing the payload against the Login (When the visitor logs in), then, a 401 will be returned as the JWT will become invalid and thus, the Visitor should enter as "guest" indeed.
Hope this clarifies it! Let me know if this isn't the same scenario.
Best,
View comment · Posted Jun 25, 2024 · Remi
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Remi commented,
Thanks for your message, hope you are doing well today!
To answer this :
-
Is Zendesk able to handoff an answer bot conversation into another bot solution?
Yes, this is feasible as Messaging is running on Sunshine Conversation "engine" and thus through Smooch API, you may have a look here : Handover with the switchboard, to learn more about it and in depth.
- If so, is it able to do the handoff on basic messaging or do you require Advanced messaging with SunCo. to execute?
Even as Zendesk "licensed" user you can still access and use Smooch APIs, although the endpoint might differ, feel free to check here as well :
If you are a licensed Zendesk customer, use the following API host:
https://.zendesk.com/sc
Hope this helps / clarifies it! Have a lovely rest of your day.
Best regards,
View comment · Posted Jan 25, 2024 · Remi
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Remi created an article,
Question
I'm having trouble understanding all the JWT options proposed by Zendesk. What is each option used for?
Answer
Zendesk offers three different types of JWT, that each have a distinct purpose.
-
JWT SSO Login
- This JWT type logs the user against the entire account. Single sign-on is a mechanism that allows you to authenticate users in your systems, as well as to subsequently tell Zendesk that the user has been authenticated.
- If you use single sign-on with JSON Web Token (JWT), the user is automatically verified with the identity provider when they sign in. The user is then allowed to access Zendesk without being prompted to enter separate sign-in credentials.
-
JWT Authentication for messaging (Web Widget)
- JWT Authentication for messaging allows you to verify the identity of your end users, through end-user authentication, before starting a messaging conversation with your agents. This enables agents to be assured of the identity of the user they’re working with, who can then easily access past interactions and share potentially sensitive information with them.
-
JWT Authentication for Chat (Web Widget Classic)
- If you are using Web Widget (Classic) with your Chat account, using the Javascript API and JWT token, configure your widget to authenticate visitors on every page load.
For more information, see these articles:
- JWT SSO Login documentations
- JWT Authentication for Messaging (Web Widget)
- JWT Authentication for Chat (Classic Widget)
- Additional information
Edited Oct 03, 2023 · Remi
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Remi commented,
@Good day BAKO,
Thank you for your post, hope all is well on your end today!
To answer your questions :
1 - I'm no Explore expert, but I don't believe you will be able to build a report based on whether the user is authenticated or not, for the reason that authentication isn't a recorded state / nor an attribute, therefore, Explore will have no way to pull this data from Support/Chat dataset.
Which leads to your second question
2 - Same as above, End-user authentication isn't "recorded" in any API or attribute.
Thus, one answer to both of your questions as a "best solution" would be simply to pass a Tag via our API for Chat Widget when your user is authenticated.
So basically, build your code and logic to apply/build the JWT, wait for the JWT to be passed to our endpoint and then, once confirmed, in parallel push/add a Tag such as "user_authenticated" via this Chat API > chat:addTags, which will be passed to the Chat session through the widget.
This means, then, you can build your Report in Explore based on these tags, as we will know they only exist for authenticated users.
Same for your Trigger, you can then use the "Contains at least one of the following" tag "user_authenticated" as a condition, which means your Trigger will fire only for authenticated users.
Hope this helps! Have a lovely rest of your day and a great weekend as well.
Best regards,
View comment · Edited Jun 30, 2023 · Remi
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Remi commented,
Good day Iuliia Saunova,
Thank you for your post, hope you are fine!
Unfortunately, there is no inbuilt method to change this string and this isn't supported, You would need to do DOM manipulation / custom code to achieve this.
Something like below :
The only challenge will be that as the "zd-autocomplete" HTML element isn't mounted on page but only when "Article Results" are rendered, hence, the challenge for now is that the QuerySelector isn't defined when using the script.
You will have to find a way to listen to this element mounting and trigger the function containing the script once the latter is mounted in the DOM.
We cannot really assist further than this, I'm afraid.
Hope this helps!
Best regards,
View comment · Posted May 18, 2023 · Remi
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Remi commented,
Hello Otto Lindqvist,
Thank you for your post here, I hope you are doing well today!
In order to achieve what you want to do and pass attachments toward an endpoint via JSON, I wouldn't suggest using the following placeholders with your context/scenario :
- latest_comment_html
- latest_comment_formatted
As indeed, the files / links will be separated by hyphens and no break line, for instance.
I would recommend using the Ticket.Comment object and Comment.Attachments child-node as explained here > Using Liquid markup to customize the formatting and placement of text in comments and email notifications
This placeholders are part of our documentation as well : Standard comment placeholders
{
{% for comment in ticket.comments limit:1 offset:0 %}
{% for attachment in comment.attachments %}
"attachmentName" : "{{attachment.filename}}"
"attachmentURL" : "{{attachment.url}}"
{% endfor %}
{% endfor %}
}
And here is the Raw JSON that I received :
This will allow you to pull any property's value in an easier way where you just have to query each node / access each attribute's value within the responded object.
With this placeholder, it will be easier to handle the response as it gives you more granularity coupled with some Liquid Markup condition.
Hope this helps! Have a great rest of your day.
Best regards,
View comment · Edited May 02, 2023 · Remi
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Remi commented,
Good day Asafe Souza Ramos,
Thank you for your post, I hope you are doing well!
To answer this, the best current option is still to use the HelpCenter native method and its related nodes / attributes, such as indeed :
HelpCenter.user.email
We, indeed, recommend to not rely on it to set correct expectation, but I'm not aware of removal of this feature soon.
For now, this is the way to go, otherwise, via some DOM manipulation you can call out (via getElementById() for instance) to the
![](/hc/user_images/RXyhmbxx07yn0BPFrIb0sw.png)
Which contains the ID of the current logged-in user through the href, you can extract this ID from the last URL segment (save it as variable) and make a subsequent API GET call toward this user profile with the ID, which will respond with the user's email (amongst other "properties").
-
GET /api/v2/users/{user_id}
For example :
This is another option to explore.
Hope this helps! Have a great rest of your day!
Best regards,
View comment · Posted Apr 20, 2023 · Remi
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Remi commented,
Good day Jimmy van der Have,
Thank you for your post, hope you are doing well!
Unfortunately, as written here : System ticket fields
The external_id isn't a system ticket field.
Only the fields listed in this doc can be used as "system" field to pre-fill ticket fields.
However, you can still create a dedicated custom field and pass your external_id to the ticket via the usage of the ticket field ID as below :
-
&tf_[fieldID}={value}
From our perspective, the external_id isn't a "native" Zendesk user identifier in Support to tie a ticket to a user but is meant for external systems as outlined here : User's attributes.
Hope this clarifies it! Have a great rest of your day.
Best regards,
View comment · Posted Apr 10, 2023 · Remi
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