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Justin Federico's Avatar

Justin Federico

Joined Apr 15, 2021

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Last activity Jan 30, 2023

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ACTIVITY OVERVIEW

Latest activity by Justin Federico

Justin Federico commented,

CommentSalesforce integration

Our ticket sync was disabled for some reason on 10/31/22. There were no alerts to any issue or any notification that the sync was disabled. Are we to get alerted (by email or otherwise) when the data sync fails for any reason?

Once the sync was re-enabled, it started working as expected.

This happened before with the Orgs/Contacts sync as well with no alerts.

View comment · Posted Nov 18, 2022 · Justin Federico

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Justin Federico commented,

CommentHow to customize the theme of the help center

Thanks, Vlad!

Where/How would this be applied to the ticket form?

Any other info would be greatly appreciated.

View comment · Posted Aug 23, 2022 · Justin Federico

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Justin Federico commented,

CommentHow to customize the theme of the help center

Is there a way to limit the suggested results by ticket form? We use multiple forms and we only want to see suggestions from the relevant KBs depending on the form selected.

View comment · Posted Aug 23, 2022 · Justin Federico

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Justin Federico commented,

Community comment Q&A - Objects, workspaces, and rules

Hello Jessica Knöfler

Thanks, Robert Robert Cwicinski

HTTP targets have been replaced by Webhooks but since the flow described above uses a URL Target you can still follow the process as written.

I assume that a Webhook could be used as well but I am still using the URL Target. Either way, you would need to apply the "Notify Target" or "Notify active webhook" action to your Trigger.

View comment · Edited Aug 23, 2022 · Justin Federico

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Justin Federico commented,

Community comment Feedback - Reporting and analytics (Explore)

The backlog dataset is essentially unusable without having the ability to filter based on Ticket Forms at the very least. Since we are not using brands, all of our products have their own ticket form.

I attempted to create my own filters but everything resulted in errors. Has anyone else been able to create filters for the "unsupported" fields?

It would also be great to be able to filter on tags.

View comment · Posted Apr 26, 2022 · Justin Federico

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Justin Federico commented,

Community comment Q&A - Help center and community

Samantha Chavez

Thanks. I tried your code as you described but there is no redirection occurring. I too would like agents to be able to get to the old HC so there was nothing to change but the domains.

I used the code that Dave provided in the original comment and I do see the redirect. The only drawback here is that there is a flash of the old page.

I removed the content so the screen flash is blank. This may suffice for now. Thanks again.

View comment · Posted Feb 01, 2022 · Justin Federico

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Justin Federico commented,

Community comment Q&A - Help center and community

Samantha Chavez

Hello Samantha,

I am trying to use your code to redirect users from one Zendesk HC to another. I have added the code at the top of the script.js file and changed the domain values but the redirect is not happening. Not sure what the issue might be.

Doing a trace I am seeing an error in the browser when I have the code added to the .js file. "SyntaxError: Unexpected string"

View comment · Edited Feb 01, 2022 · Justin Federico

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Justin Federico commented,

CommentSetting Guide roles and permissions

Does setting the management permissions replace or supersede the "Help Center > Manage Guide" checkbox in the role settings?

View comment · Posted Jan 28, 2022 · Justin Federico

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Justin Federico commented,

CommentTicket management

Jake Bantz

You are right! When using Form 2 the brand does change (trigger) from the default brand so the user will not see the ticket in their activities unless they go to the HC for Brand 2.

We are working to unify the forms under a single brand and HC so this will likely be a moot point.

Thanks for pointing this out!

View comment · Posted Jan 13, 2022 · Justin Federico

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Justin Federico commented,

CommentTicket management

We have 2 brands with a help center for each brand. We have a particular ticket form that is associated with both brands and we can see this form in both help centers.

Brand 1 HC

  • Form 1
  • Form 2

Brand 2 HC

  • Form 2

From the Brand 1 HC, the user can create a ticket on Form 1 or 2. When using Form 2, the user can not see the resulting ticket in My Activities. Form 2 is associated with both brands in the ticket form settings. The ticket itself can only be associated with one brand.

Is there a way to make tickets using Form 2 visible in My Activities on the Brand 1 HC? 

View comment · Posted Jan 07, 2022 · Justin Federico

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