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Liz W

Joined Apr 15, 2021

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Last activity Feb 04, 2022

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ACTIVITY OVERVIEW

Latest activity by Liz W

Liz W commented,

CommentTicket management

Thanks, Brandon!

View comment · Posted Jan 18, 2022 · Liz W

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Liz W commented,

CommentTicket management

OK, that answers my question. Thanks, Brandon!

I was thinking primarily about the scenario of an unauthenticated user submitting a ticket via our Help Center ticket form - that is, a "cold" ticket from someone not already in our system. From what I'm seeing in testing this out, the email they use will then be listed as both the "primary email" and the user "name" in their end user profile. And from what you've said, there's no way to include a field on our ticket form that would automatically populate the user name section of the profile with their name instead of the email. Correct?

 

Liz

View comment · Posted Jan 14, 2022 · Liz W

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Liz W commented,

CommentTicket customization

OK. That answers my question. In that case, we don't need a custom page.

We've decided to make our Help Center public as you've suggested and then keep all of our articles, except a single "welcome to our help center" article that explains that the site is limited to current customers and indicates how to contact us if you should have access but don't, restricted to User Segments of pre-approved users. Since having the Help Center open means the ticket submission form is available to non-signed-in users, we don't need a custom page.

Thanks for your help.

View comment · Posted Jan 12, 2022 · Liz W

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Liz W commented,

CommentTicket management

Anton, perhaps I'm missing something obvious here, but: is Requester still one of the default ticket fields? If so, how can I find it to include it on a ticket form?

We've recently set up a ticket form for use in our Help Center, but I do not see Requester, Name, or similar field in the list (see below). We added "name" as a custom field -- but this does not, of course, populate the name field on the end user account, so it's less than ideal.

If there's a way to include the name of the requester on a ticket form that the system recognizes a name, could you explain how to add this?

Sincerely,

Liz Winter

View comment · Posted Jan 12, 2022 · Liz W

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Liz W commented,

Community comment Feedback - Ticketing system (Support)

I agree. It's bizarre that something as basic as the requester name isn't an available built-in field, and that there isn't a simple way to have this included as the name in the end user account that is created when a new user submits a ticket. 

View comment · Posted Jan 12, 2022 · Liz W

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Liz W commented,

CommentTicket customization

Dan, that's very helpful. Thank you for your thoughts!

I was actually slightly inaccurate before - our Help Center is currently set up as restricted, not closed. Sign-in is required, but users can self-register. However, the only article visible to all signed-in users is a "Welcome to our Help Desk!" article that explains that only current subscribers to our software can view the help content and lets them know how to contact us if they should have access and don't. We use User Segments to restrict access to all the other articles so that only eligible users (customers) can view it.

Having read your suggestion, I'm now realizing we could set up the Help Center and that one welcome article to be visible to everyone, without a sign-in, and then keep the other articles restricted via User Segments as we do currently. 

Then there's the custom page option you mentioned. One thing wasn't quite clear to me in the article you linked: can custom pages be visible to non-logged-in-users even if Guide is set to require sign-in? Or would they be password-protected too if Guide is set to require users to sign in to view our Help Center?

Thanks again,

Liz

View comment · Posted Jan 07, 2022 · Liz W

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Liz W commented,

CommentTicket customization

Jennifer, I'm wondering if you can guide me in something I'm puzzling over.

We have a closed Zendesk instance, as our Help Center contains proprietary info about our product intended only for our subscribed customers. We have already imported our existing customers' emails into Support, though many of them have not yet verified them or accessed our Help Center.

We would like to start providing customers with a link to a ticket request form. Since many of our end users do not access our Help Desk regularly, we would like to have the form viewable without logging in (but still keep our Help Desk set as closed, so that only registered and approved viewers can view articles). Any chance that is possible?

If not, it would be really helpful for the redirected sign-in page for those who are not logged in to be a specific one for a form, saying something like "log in to submit your request," rather than a generic "welcome to our site; if you've emailed with us you already have an account, but you probably don't have a password" login page that is not applicable to this context and gives no indication that they're on their way to the right place. (That text isn't even accurate for our users in the first place, but it's especially confusing here.)  

Please let me know if you have any suggestions about how we could achieve what we're going for here -- quick, easy ability for our customers to access and use a form without having to figure out how to navigate the site.

View comment · Posted Jan 06, 2022 · Liz W

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Liz W commented,

Community comment Q&A - Help center and community

Yes, thanks so much, Chad! That was very helpful.

In case this is useful for anyone else: At first I thought it wasn't working when I tested it, but then I realized I was viewing the list of sections and subsections on a category page. I went back into the theme and made the exact same update in category_page.hbs as well. Now the misleading "empty" is gone in both places.

Perfect!

View comment · Posted Feb 12, 2021 · Liz W

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Liz W commented,

Community comment Q&A - Help center and community

I have this problem too.

If a section contains subsections but no free-standing articles (that is, if all articles in that section are contained within subsections), then our Help Center lists the subsections but adds a meaningless "Empty" link under them.

 

I remember reading somewhere in Zendesk's documentation that "Empty" appears when there are no articles directly in a section. If the section is actually empty, that's great, but it makes NO sense and is pretty confusing in this context, when the section is not empty at all but full of many articles divided into subsections. As you can see in Carlo's screen shot and mine, there are subsections in this section. It is not empty.

The link Maggie posted discusses what to do if the subsections are not appearing, but it does not address the problem Carlo and I are experiencing: "Empty" appearing along with the subsection titles.

I've tested this from the End User view as well, and it looks the same.

Anyone found a workaround or have any suggestions?

Thanks!

View comment · Posted Dec 07, 2020 · Liz W

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Liz W commented,

Community comment Q&A - Help center and community

Thanks, Dan! This worked for me. 

View comment · Posted Dec 07, 2020 · Liz W

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