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Jamie Noell

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Jamie Noell

Jamie Noell commented,

Community comment Feedback - Help Center (Guide)

In addition to adding this feature to drop downs on a Help Center form, this same feature would greatly simplify finding the right field on the criterion list in configuring an automation. Of course alphabetizing that list would be a huge help - please see similar request: https://support.zendesk.com/hc/en-us/community/posts/4405633353114-Alphabetize-custom-fields-on-Automation-config-screen

View comment · Posted Aug 13, 2021 · Jamie Noell

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Jamie Noell commented,

CommentTicket basics

This is great to add redaction to the app itself and not require an add-on.  When will ticket redaction work on a Side Conversation email?  Presently, if data is found that needs to be redacted in a Side Conv email already sent, we have to delete the entire ticket.  It would be nice to be able to redact a portion in the sent Side Conv email just as you can in a public ticket comment.

View comment · Posted Apr 12, 2021 · Jamie Noell

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Jamie Noell commented,

Community comment Feedback - Ticketing system (Support)

It would be nice to provide a configurable option for replies to sort newest to oldest as with the former workspace design.  We do not use messaging, so it would be nice for the ticket reply history to flow in the same order as an email would. 

View comment · Posted Jan 27, 2021 · Jamie Noell

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Jamie Noell commented,

Community comment Feedback - Ticketing system (Support)

Yes, I added the code I listed above into the script.js file which you can access in Guide.

All of our customizations are in the section starting with $(document).ready(function().  Here is the top part of our theme, in case that helps you see where we placed ours.  You would replace 360037249600 with your custom field ID,  In this example, we are showing some help text with a hyperlink before the field (i.e., the .prepend).  If you want to show the hyperlink after the field, then use .append.

var HC_SETTINGS = {
css: {
activeClass: 'is-active',
hiddenClass: 'is-hidden'
}
};

// Begin Customization
$(document).ready(function() {

$('.form-field.request_custom_fields_360037249600').prepend('

Check all that apply. For guidance, be sure to check out our https://.com/hc/en-us/categories/360002075214-TurnaroundTimes" target="_blank">project requirements and turnaround times.

');

});

Here is how this code displays in the intake form in the Help Center (Guide) - our CSS formats hyperlinks in this red text.

View comment · Posted Oct 22, 2020 · Jamie Noell

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Jamie Noell commented,

Community comment Feedback - Ticketing system (Support)

We used a workaround to get our hyperlink on the ticket form by adding this type of JavaScript with custom help text– sometimes with a prepend and sometimes with an append.

$('.form-field.request_custom_fields_360037249600').prepend('

For guidance, be sure to check out our https://.com/hc/en-us/categories/360002075214-TurnaroundTimes" target="_blank">project requirements and turnaround times.

');

View comment · Posted Oct 14, 2020 · Jamie Noell

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Jamie Noell commented,

Community comment Feedback - Ticketing system (Support)

+1 for adding multi-select fields as a condition option on form conditional fields

View comment · Posted Jun 29, 2020 · Jamie Noell

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Jamie Noell commented,

Community comment Feedback - Ticketing system (Support)

+1

View comment · Posted Jan 25, 2020 · Jamie Noell

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Jamie Noell commented,

Community comment Feedback - Ticketing system (Support)

We need the ability to include a hyperlink as well for a reference document about SLAs so that a requester can look up this info easily while submitting a request.  I do not want them to have to search the Help Center and then go to submit the request.

View comment · Posted Jan 25, 2020 · Jamie Noell

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