Datix Ltd

@Lester - would you be able to share any more detail on how you achieved this kind of sync with the Help Center? I imagine there's a lot of proprietary code you had to develop, but anything you're able to share could be hugely beneficial.

We use a very similar workflow to the one Dan has suggested above, except our automation sends an e-mail notification to the ticket requester and closes it, rather than placing it back in the agent queue.

The big benefit of this is that we don't need to have agents manually running through bug/defect tickets in order to notify a customer of the resolution. The downside is that the notification to the customer is very generic... "You reported a bug (see ticket history below), we've now fixed it in our most recent release" and gives little information about what version of our software we resolved the defect in.

We've not had any negative feedback about this, and the time saving for us has been incredibly beneficial - it's just going to depend on what the expectation of your customers, is.

I'm very sure. If you find a way around it, I encourage you to post it here. I have been trying for weeks on this to no avail. 

Hi Vijay - that's exactly what I'm trying to achieve, and it appears that it is not yet possible :(

Thanks for sharing this - it's great to see that our internal processes already mirror this kind of best practice!

I have one question for the community on this though: how do you handle developers as agents in Zendesk? Our processes mirror almost exactly that above. The developer has no direct contact with our customers, and simply helps the assigned agent with troubleshooting as needed.

The major problem we have is that we chose to set up our developers as Light Agents. It turns out that the huge restrictions on what Light Agents can do is preventing our developers from using the system properly. What we want is for a Dev to review the ticket, add internal comments, and pass it back to the agent working on the ticket. As light agents cannot change ticket properties, they can't do this which means agents are having to remember to regularly review the tickets we put with development.

We had thought about adding a trigger so that Dev's could "un-tick" a box and the trigger would re-assign it back to a triage queue, but from a workload perspective that doesn't change much from having someone review their tickets each day.

Does anybody have any thoughts and experiences they can share on this?

That's brilliant, thanks Wes. That at least gives me somewhere to start.

Have you got any ideas on how I might be able to modify that to only show promoted articles within a certain category or section?

OK - so I started to do some more research on this, and I found the {{promoted_articles}} component, which does not appear to work any more with the transition to Curlybars templating.

ANY help very much appreciated as it seems I can't even now figure out how to get the full promoted articles list :(

Hi Everyone,

We're currently building out our help center which is a really exciting time for us.

One thing we're looking to do is something similar to Zendesk have on the home page of their own help center. We want to include a "Troubleshooting" section, visible on the home page, which displays a list of all promoted articles from that very specific section, within a category.

I'm having a real hard time figuring out how to do this, although I'm sure it must be possible. I tried this code: 

{{#is section.id '201697321'}}
{{#each article.promoted}}

Only to be given a "invalid reference: {{article.promoted}} at line 14" error message.

I'm very new to working with Handlebars, and the Zendesk help center in general, so I really hope this is something small and me just being a newbie, but does anybody have any suggestions on how I can achieve this?

Thanks,

Paul.

Absolutely agree with this. It's likely not a blocker for us to go live with Help Center but it's disappointing to know how limited we are in terms of organisation at the moment. Hope this makes it in to a release soon.