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Ben Chapman
Joined Apr 15, 2021
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Last activity Feb 05, 2025
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Latest activity by Ben Chapman
Ben Chapman commented,
Tetiana Gron We were using the {{satisfaction.rating_url}} to send via SMS after a Talk call was completed so customers that may not have an email associated with their ticket (but since it's Talk they have an phone number) would receive an SMS message with the url link to take a survey. This has been hugely successful at collecting Talk satisfaction info as it happens immediately at the completion of the call and on the customer's phone which is already in hand.
In the new CSAT experience, I don't see placeholder for a survey link; will adding the Action “Notify by > Request messaging satisfaction survey” work if sent via SMS? If not, is there a way to collect CSAT from Talk Calls without requiring email addresses?
View comment · Posted Feb 05, 2025 · Ben Chapman
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Ben Chapman commented,
checking in to see if this has made any traction
View comment · Posted Oct 08, 2024 · Ben Chapman
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Ben Chapman commented,
Alina Wright Thank You for helping get us some traction on this. Much Appreciated! ~Ben
View comment · Posted May 21, 2024 · Ben Chapman
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Ben Chapman commented,
Thank You Shawna James !!!! Excited to see this function added. Cheers! ~Ben
View comment · Posted May 14, 2024 · Ben Chapman
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Ben Chapman commented,
Hey Jeremiah Squilla,
I've been doing some fantastic things with custom code in helpcenter for over a decade that i'm sure would be a huge benefit.
Not only can you replace subject and description fields with other field or form title values/choices, but you can merge in multipe pieces of data; which is a massive help for agents when just looking at tickets from a View that only shows subjects.
You can have import bits of data all merged into the Subject, ie “ Form Title | Last Name | ID#” and any other custom piece of information submitted.
This is what the below does for us on form submission to our Subject line without a subject entered by the requester.
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Here's the code used to acheive the above from a form with custom fields:
// Wait for the DOM to be ready
$(document).ready(function() {
var issue, lastname, loannumber; // Declare variables outside the event handlers
$('#request_custom_fields_20876165229719').change(function() {
issue = $('#request_custom_fields_20876165229719').siblings('.nesty-input').text();
updateSubjectField();
});
$('#request_custom_fields_20876222698391').change(function() {
lastname = $('#request_custom_fields_20876222698391').val();
updateSubjectField();
});
$('#request_custom_fields_20872986653975').change(function() {
loannumber = $('#request_custom_fields_20872986653975').val();
updateSubjectField();
});
function updateSubjectField() {
// Initialize an empty array to store the descriptor and variable pairs
var descriptorsAndValues = [];
// Check if issue has a value and add the descriptor
if (issue !== undefined) {
descriptorsAndValues.push("Issue: " + issue);
}
// Check if lastname has a value and add the descriptor
if (lastname !== undefined) {
descriptorsAndValues.push("Name: " + lastname);
}
// Check if loannumber has a value and add the descriptor
if (loannumber !== undefined) {
descriptorsAndValues.push("Loan #: " + loannumber);
}
// Update #request_subject with concatenated descriptors and values
$("#request_subject").val(descriptorsAndValues.join(' | '));
}
});
Of course, if there's no chance you'll touch code or have anyone else to do it, then i guess you don't have any options, but if you want to basically just copy and paste, there's my slightly more technical code above, and some other simple solutions you can find here:
Also, ChatGPT is a great resource for assisting in writing code if you're not well versed, or even if you are.
Ciao!
Ben
View comment · Edited May 13, 2024 · Ben Chapman
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Ben Chapman created a post,
Problem Overview:
Currently, within Zendesk, there's no provision to distinguish between View and Comment capabilities, particularly in separating these functions. Our requirement is to empower agents to access all tickets across different groups while restricting their ability to Comment (Publicly) solely to the groups in which they are active members.
What Does This Solve?
The existing setup allows agents to inadvertently post public comments in groups where they are not members, potentially resulting in miscommunication with customers. This can lead to significant repercussions, especially when internal operations or business-to-business (B2B) communication, not meant for customer visibility, gets transmitted to consumers.
Current Incident Impacts:
The unintended public communication by agents who aren't designated for direct customer interaction poses substantial risks to our business operations. The inadvertent exposure of internal discussions or B2B correspondence to customers can lead to confusion and undermine our professional image.
There is currently no viable workaround for this issue, necessitating a direct solution within Zendesk.
Ideal Solution:
Introducing an additional Role setting within Zendesk, specifically addressing Comment permissions, would provide an optimal resolution. The proposed setting would offer the following options:
- Allow Agents to Comment in Groups they are not a member:
- No
- Internally Only
- Public and Internally
This solution would afford granular control over agent permissions, ensuring that comments are appropriately restricted based on group membership and the desired level of visibility.
Edited May 13, 2024 · Ben Chapman
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Ben Chapman commented,
Hi Dane,
This was super helpful, but now i'm in another situation with multiple Departments using chat in my Enterprise MultiBrand instance; and this solution doesn't work; as if anyone is on in any department, it will allow chats to come through everywhere.
I know there's an API configuration to test for departments, but
- I'm not sure if i'm using the correct department ID, and
- Even if I'm using the correct ID, i'm not sure how to configure the conditions to check for BOTH agents being online in a specific department.
Any help is greatly appreciated!
View comment · Posted Feb 13, 2024 · Ben Chapman
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Ben Chapman commented,
Hey Karun,
I'm trying to follow this, but the items you point out in Step 2 don't appear to exist.
View comment · Posted Sep 21, 2023 · Ben Chapman
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Ben Chapman commented,
When bulk updating users I need to replace ALL the current tags with a new set in my CSV file. How do I title the column header to run the 'set tags' function that I assume would accomplish this goal?
View comment · Posted Jan 29, 2021 · Ben Chapman
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Ben Chapman commented,
Sweet! Thanks LIz!
View comment · Posted Nov 22, 2017 · Ben Chapman
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