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Administration Account

Joined Apr 15, 2021

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Last activity Nov 10, 2023

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ACTIVITY OVERVIEW

Latest activity by Administration Account

Administration Account commented,

Community comment Feedback - Ticketing system (Support)

Finally some improvement is coming on September 29, 2023 by doubling the amount that is automatically displayed https://support.zendesk.com/hc/en-us/articles/6059161161498-Announcing-improvements-to-the-views-experience-in-Support

View comment · Posted Sep 13, 2023 · Administration Account

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Administration Account commented,

Community comment Feedback - Ticketing system (Support)

+1 looking for this feature very much

View comment · Posted Aug 25, 2023 · Administration Account

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Administration Account commented,

Community comment Q&A - Users, groups, and organizations

+1 to read only user custom fields

View comment · Posted Aug 24, 2023 · Administration Account

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Administration Account created a post,

Post Developer - Zendesk APIs

Hi there, 

I'm wondering maybe somebody has the solutions for a proper Messaging chat integration where end-user email would be visible to agents. 

I'm going to write what I have discovered during various attempts to add Messaging chat to mobile app.

Integration with Zendesk SDKs

We followed the guidelines here Enabling authenticated visitors for messaging with Zendesk SDKs

This integration allows to create chats and even has email property in the payload:

{  
    "external_id": “test_12345”,  
    "email": “janes@soap.com”,
    "exp": “1639608035”, 
    "name": “Jane Soap”,
    "scope": “user”
}

The chat gets created in Zendesk but email is not visible anywhere in requester profile. Here is an example from user's profile:



This is also confirmed in their documentation here:
Enabling authenticated visitors for messaging with Zendesk SDKs

Problem:
Chat conversation/ticket is not going to get associated with already existing end-user's profile. When chat conversation/ticket is created in Zendesk, a new requester gets created despite the fact that the we already have the end-user with that email in our account. So we cannot locate the user in other system and we cannot use any integrations because we don't have main user's identification - email.

API Integration

It's possible to make API integration with Classic widget where email can be provide. 
Ref Chat API

 zE('webWidget', 'prefill', {
        name: {
            value: {name},
            readOnly: false,
        },
        email: {
            value: {email},
            readOnly: false,
        }
    });

We were able to take name and email from mobile and fill the details in Classic chat form, the app is placed in a separate web page and that web page is placed so called mobile view. Couple of elements are removed with CSS but in general it works fine. 

Problem:
It's not possible to pass name and email via API to Messaging Chat. There is no documentation for it developer.zendesk.com/api-reference neither here developer.zendesk.com/api-reference/widget-messaging/web/core/ 

I would appreciate if somebody has a solution for it or if Zendesk could allow to fill name and email via API. 

Thank you

Edited Aug 03, 2023 · Administration Account

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Administration Account commented,

CommentUsers, groups, and organizations

Hi, maybe somebody has a solution how to hide ticket forms based on user segment? 

The logic of the hiding is pretty much clear. I cannot find a solution how to pull user segment and use it in the code. 

View comment · Posted Jul 20, 2023 · Administration Account

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Administration Account created a post,

Post Feedback - Help Center (Guide)

Hi there, 

Our signed in Guide users have multiple user segments, for example "segment_a", "segment_b", "segment_c". 

There is also multiple forms that are relevant only to a particular segment and shouldn't be visible to users in other segments. 

Let's say we have forms:
- "form_a1"
- "form_a2"
- "form_b1"
- "form_b2"
- "form_c1"
- "form_c2"

So, when user which belongs to "segment_a" and doesn't belong to segments "segment_b" and "segment_c" opens "submit a request" page the forms "form_b1", "form_b2", "form_c1", "form_c2" shouldn't be accessible to that user. 

I would be extremely helpful if someone has any idea how this could be achieved. 

Posted Apr 26, 2023 · Administration Account

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Administration Account created a post,

Post Feedback - Ticketing system (Support)

PLEASE VOTE IF YOU NEED TO EXPAND THE LIMIT OF FACEBOOK PAGES INTEGRATION


Currently, Support Suite accounts are eligible for 15 Facebook Pages with private messages. According to this article. Whereas, some accounts have multiple different brands added to Zendesk and their own Facebook accounts. Unfortunately, there is a limit of 15 Facebook pages that can be connected to Zendesk. 

In short, Zendesk allows you to connect up to 300 different brands but it has only the capability of adding 15 Facebook Pages.

Ideally, there shouldn't be a limit since many brands have their own Facebook accounts these days.  

I have been informed that it depends on Facebook and Facebook applies this limit but I believe that Zendesk could find a solution for it if we can show them a demand for it. 

I personally have checked around 10 different ad-ons, third-party solutions but none of them suits us. The majority of them offers chat bots or they are just simply a way too expensive. 

Let's see how many of us need it, give a vote if this limit affects you too.

Thank you! 

Posted Jun 21, 2021 · Administration Account

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Administration Account commented,

Community comment Feedback - Ticketing system (Support)
I have described the View categorization (subviews, dropdown view) in detail and explained the benefits of it.
 
Please visit my article (below) and vote for it if you think that it would be beneficial for you too!

View comment · Posted Feb 09, 2021 · Administration Account

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Administration Account commented,

Community comment Q&A - Tickets and email
I have described the View categorization (subviews, dropdown view) in detail and explained the benefits of it.
 
Please visit my article (below) and vote for it if you think that it would be beneficial for you too!

View comment · Posted Feb 09, 2021 · Administration Account

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Administration Account commented,

CommentTicket management

Some of you might have a need for categorized Views if that's the case >>>

I have described the View categorization (subviews, dropdown view) in detail and explained the benefits of it.
 
Please visit my article (below) and vote for it if you think that it would be beneficial for you too!

View comment · Posted Feb 09, 2021 · Administration Account

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