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Kay

Joined Apr 15, 2021

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Last activity Oct 23, 2023

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Latest activity by Kay

Kay commented,

Community comment Feedback - Ticketing system (Support)

For everyone looking at this topic, this feature can be utilised via an app in the Zendesk Marketplace: Macro Suite.

Agents can have the following prompts

  • Single line
  • Multi line
  • Dropdown / Select
  • Multiselect
  • Datepicker
  • Number
  • Toggle
  • Checklist
  • One Time Secret
  • Synced & Mirror

View comment · Posted Oct 23, 2023 · Kay

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Kay commented,

Community comment Feedback - Ticketing system (Support)

For everyone following this topic.. There's an app known in the Marketplace: Macro Suite, which does just these things for Dynamic Content (and so much more)..

  • Search for titles, descriptions and placeholders
  • Create filters to manage locales on a regular basis
  • Edit locales on a single page for each DC item
  • Locale management in a single table
  • Import/export (configurable) on Dynamic content



View comment · Edited Oct 23, 2023 · Kay

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Kay commented,

Community comment Q&A - Help center and community

1) The feedback indeed goes to a special queue. In the community post you shared it links to a news requests page in the Help Center which creates a ticket where the feedback is stored.

2) Yes the code is indeed active for al pages that have an article. You could just create a new template for an article, where this code runs. Then when you're writing the article, select the newly created template, and only in that article this mechanism works. 💪

View comment · Posted Jun 14, 2022 · Kay

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Kay commented,

Community comment Q&A - Tickets and email

At the moment it's not possible to do have a clean check if the user already has an open use case.
All though I do think this will be possible once Conversation Orchestration is more widely available.

Tip: Although there is something that comes close, it takes some effort to automatically close tickets when a user already has a ticket. This tip requires 1 custom User Field and 3 triggers.

1. Create a user field – Checkbox: User already has a ticket
This checkbox is located on the User Profile, and we need this to set and check against in the triggers.

2. Create a trigger – Auto solve user with a ticket
Conditions: [ Requester Field: User already has a ticket ] [ is ] [ checked ]
Action: [ Status ] [ Solved ]

3. Create trigger – Set the user field 
Conditions: [ Ticket ] [ is ] [ created ]
Conditions: [ Requester Field: User already has a ticket ] [ is ] [ unchecked ]
Action: [ Requester Field: User already has a ticket ] [ checked ]

4. Create trigger – Uncheck the user field upon solve
Conditions: [ Ticket ] [ is ] [ updated ]
Conditions: [ Status ] [ is ] [ solved ]
Conditions: [ Requester Field: User already has a ticket ] [ is ] [ checked ]
Action: [ Requester Field: User already has a ticket ] [ unchecked ]

Of course, you can expand the triggers actions, and conditions to send messages to customers.
But it definitely helps manage the operational load for your team.

View comment · Posted May 13, 2022 · Kay

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Kay commented,

Community comment Q&A - Help center and community

Hi Damon,

The code I shared is working on multiple production Help Centers, the code from the article (whilst it also works) is heavily outdated and messy.

It also looks like something get's lost in translation. In your comment, you mention Groups instead of Organizations. 
Both the code from Ruddy and myself are checking specifically against Organizations.

View comment · Edited May 13, 2022 · Kay

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Kay commented,

CommentUsers, groups, and organizations

Dave Armlin – Checkout the latest comment here for a code sample.

View comment · Edited May 12, 2022 · Kay

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Kay commented,

Community comment Q&A - Help center and community

Hi Damon,

May 12th, 2022 — For future people to read.
On this date dropdown values for the request pages are not stored in the DOM, because of that, it's only possible to delete the values when someone clicks the dropdown.

Solution
Here is the clean solution. Please remove all the code (you added) from your current sample.
It is Vanilla JS, jQuery free and not guestimating when elements are added to the DOM (no setIntervals).

I verified that this works and added comments in the code below, what each step does.

Don't forget to replace the form ID on this line.

// function that waits for the element to be added to the DOM.
function waitForElm(selector) {
    return new Promise(resolve => {
        if (document.querySelector(selector)) {
            return resolve(document.querySelector(selector));
        }

        const observer = new MutationObserver(mutations => {
            if (document.querySelector(selector)) {
                resolve(document.querySelector(selector));
                observer.disconnect();
            }
        });

        observer.observe(document.body, {
            childList: true,
            subtree: true
        });
    });
}

// native JS way of waiting for the DOM to be ready
document.addEventListener('DOMContentLoaded', function() {
  // Only run this code on the new requests pages
 if (window.location.href.indexOf("/requests/new") > -1) {
   
  // now let's actually wait for the element to be added to the DOM
waitForElm('.request_ticket_form_id .nesty-input').then((elm) => {
    // the elements are now added so we can start binding the deletion whenever the click happens
  document.querySelectorAll('.request_ticket_form_id .nesty-input').forEach((el) => {
      // now we can bind whenever someone clicks on the form input, to delete one of the forms
    // but only do this when the user is not part of organization
// in this example the next line checks for the organization with name: Managers
      var isPartOfOrg = HelpCenter.user.organizations.find(o => o.name === 'Managers');
      if (!isPartOfOrg) {
// replace the ID here with your Form ID
          el.onclick = () => document.getElementById('6092785826321').remove();
      }
    })
    });
 }
}

View comment · Edited May 13, 2022 · Kay

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Kay commented,

Community comment Q&A - Help center and community

Hi Damon,

The code from your screenshot I meant. The hide/remove shouldn't make a difference. Both are valid functions.

View comment · Posted May 11, 2022 · Kay

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Kay commented,

Community comment Q&A - Help center and community

Damon Maranya the code from the screenshot :)

View comment · Posted May 11, 2022 · Kay

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Kay commented,

Community comment Q&A - Help center and community

Please copy the code here. I will double-check it and convert it to working JS (there's absolutely no need for jQuery here).

Are you sure the user you test with is in the Organization with the name 'Managers'?

View comment · Posted May 11, 2022 · Kay

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