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Support Department

Joined Apr 15, 2021

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Last activity Oct 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Support Department

Support Department commented,

Community comment Feedback - Help Center (Guide)

Ok..so this is an 'intelligent' bot. In this case, is deleting the web-request page 'new_request_page.hbs' be the solution? Or do I have other options?

View comment · Posted Aug 09, 2023 · Support Department

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Support Department commented,

Community comment Feedback - Help Center (Guide)

Shouldn't commenting-out {{request_form}} already do the job?

View comment · Posted Aug 09, 2023 · Support Department

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Support Department commented,

Community comment Feedback - Help Center (Guide)

Thank you for your response. I believe you're referring to the second 'custom theme' section in the linked article. Meaning, I would need to edit the standard theme, e.g. by removing the request-form page? Keeping the request-form page, but 'hiding/commenting-out' the request form {{request_form}} doesn't change the situation. The spam-bot can still send requests via the web-form.

View comment · Posted Aug 09, 2023 · Support Department

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Support Department created a post,

Post Feedback - Help Center (Guide)

We have two reasons why we want to deactivate the request form on the

    /hc/en-us/requests/new)

page.

1. We dont want user to submit queries via this channel.

2. Some spam-bot is bombing us via the request-form.

 

 

Posted Aug 08, 2023 · Support Department

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Support Department commented,

CommentBusiness rules

Hi Austin,

 

Thank you for the answer. In our case we have some specific article links embedded and which show up when typical keywords are in the request (used liquid for that). 

Haven't tried Google Analytics yet, but will do so. Is this the only option? 

Would there also be a HTML option (e.g. an embedded button which 'fires' some actions when clicked by the requester)?

View comment · Posted Jul 28, 2021 · Support Department

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Support Department commented,

CommentBusiness rules

I have added links to KB articles in automated replies to customers. But I never know if the requester clicked the link.

Is there any way or trick with liquid to find out whether this link has been clicked (viewed) by the customer?

View comment · Posted Jul 15, 2021 · Support Department

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Support Department commented,

CommentSelf-service best practices and recipes

Hi,

I want to use {{answer_bot.article_count}} and {{answer_bot.article_list}} in a Notify Target action.

As I understand all triggers that are to fire upon the same triggering event are evaluated and then fire 'together'. 

I have following scenarios:

Scenario 1:

  • Event: Ticket is created:
  • Action: Trigger 1: add some links and information in email reply+ Suggest AB articles to requester + set Tag ab_fired + Notify Target (internal) of suggested articles (with above placeholders).
  • Result: the target doesn't receive the list of suggested articles.

 

On the other hand if I change the above to:

Scenario1: 

  • Event: Ticket is created
  • Actions:
  • Trigger cycle 1:
  • Trigger 1: add some links and information in email reply + Suggest AB articles to requester + set Tag 'ab_fired'
  • Trigger cycle 2:
  • Trigger 2 (fires on tag 'ab_fired'): Notify Target (internal) of suggested articles (with above placeholders)
  • Result: Target receives list of suggested articles.

 

Questions:

  • Are there runtime issues that cause the first scenario?
  • If the 2nd scenario is the correct way to go, then can you confirm that the suggested list in Trigger 2 is always the same as the list suggested in Trigger 1, i.e. will the placeholder always only return analysed results of the first comment sent by the requester, or will it now (in Trigger 2) also analyse all text in all preceding comments  (this would include the links and information added to comments in Trigger 1) in previous trigger cycles?

 

View comment · Posted Jun 08, 2021 · Support Department

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Support Department commented,

Community comment Discussion - Tips and best practices from the community

It's working! Thanks a lot!

View comment · Posted Jun 11, 2020 · Support Department

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Support Department commented,

Community comment Discussion - Tips and best practices from the community

This sounds way better than closing a ticket. 

However, I'm not getting it work. What do I have to set as attribute to get a Private (internal) comment?

 

View comment · Posted Jun 11, 2020 · Support Department

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