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Alejandro Colon's Avatar

Alejandro Colon

Joined Apr 15, 2021

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Last activity Dec 27, 2023

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ACTIVITY OVERVIEW

Latest activity by Alejandro Colon

Alejandro Colon created a post,

Post Discussion - Tips and best practices from the community

Hide Top Suggestions on Web Widget

Zendesk level:  Beginner
Knowledge: Javascript, HTML, CSS, Web Widget
Time Required:  10 minutes

Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/Web-Widget/Hide-Top-Suggestions-Title

How it works (simplified):

Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself.

Prerequisites:

  • You must be using Zendesk Support
  • You must have access to the Web Widget
  • You must be able to modify the code where the Web Widget will be inserted as HTML

How to Install:

  1. Copy the default Web Widget Script from the admin menu in the Agent interface.
  2. Navigate to the website where you will be inserting the Web Widget.
  3. Paste the HTML code into the HTML source code of the website.
  4. Below where the code has been inserted, input the reference code. GitHub
  5. Adjust the CSS to match your specific Web Widget and your needs.
  6. That's it.

Notes:

  • You will need to update certain values to match your Web Widget

Posted Apr 15, 2021 · Alejandro Colon

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Alejandro Colon created a post,

Post Feedback - Help Center (Guide)

Based on https://support.zendesk.com/hc/en-us/community/posts/360033644874-Customising-organization-subscription-email-to-follower

Feature Request:

Add the ability to customize the organization subscription email that is sent to followers of an organization

Example/Use Cases/Proof of End-Users Requesting:

https://support.zendesk.com/hc/en-us/community/posts/360033644874-Customising-organization-subscription-email-to-follower

Description:

Through the Guide a user is able to subscribe to an organization's tickets. This means that they will receive an email whenever a ticket is created and/or updated for the organization. This is a great feature since there is no way currently to add a CC to a ticket that is not an agent. The issue is that this email has no way to customize it to match all other emails sent out by the support desk.

Use Case:

My organization has a very specific template that is used to send out emails. This is to ensure that all emails have the same look and feel as well as help the end-user identify what part of the organization they are dealing with. We also planned on adding links to the appropriate helpdesk articles on this template but that may not work as we cannot control the emails sent to users that want to follow tickets. This is an issue as we have no way of adding specified users to be CC'd or followers on the ticket automatically. 

Posted Apr 12, 2021 · Alejandro Colon

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Alejandro Colon created a post,

Post Discussion - Tips and best practices from the community

Show only Question Mark on Web Widget

Zendesk level:  Beginner
Knowledge: Javascript, HTML, CSS, Web Widget
Time Required:  10 minutes

Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/Web-Widget/Show-only-Question-Mark-on-Web-Widget

How it works (simplified):

Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself.

Prerequisites:

  • You must be using Zendesk Support
  • You must have access to the Web Widget
  • You must be able to modify the code where the Web Widget will be inserted as HTML

How to Install:

  1. Copy the default Web Widget Script from the admin menu in the Agent interface.
  2. Navigate to the website where you will be inserting the Web Widget.
  3. Above where the code is to be inserted, input the code in above.js. GitHub
  4. Paste the HTML code into the HTML source code of the website.
  5. Below where the code has been inserted, input the code in below.js. GitHub
  6. Adjust the CSS to match your specific Web Widget and your needs.
  7. That's it.

Notes:

  • You will need to update certain values to match your Web Widget
  • You will need to uncomment specific portions of the code to activate those portions of the code. 

Posted Apr 07, 2021 · Alejandro Colon

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Alejandro Colon created a post,

Post Discussion - Tips and best practices from the community

Hide Field Labels on Web Widget

Zendesk level:  Beginner
Knowledge: Javascript, HTML, CSS, Web Widget
Time Required:  10 minutes

Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/Web-Widget/Hide-Field-Labels

How it works (simplified):

Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself.

Prerequisites:

  • You must be using Zendesk Support
  • You must have access to the Web Widget
  • You must be able to modify the code where the Web Widget will be inserted as HTML

How to Install:

  1. Copy the default Web Widget Script from the admin menu in the Agent interface.
  2. Navigate to the website where you will be inserting the Web Widget.
  3. Paste the HTML code into the HTML source code of the website.
  4. Below where the code has been inserted, input the reference code. GitHub
  5. Adjust the CSS to match your specific Web Widget and your needs.
  6. That's it.

Notes:

  • You will need to update certain values to match your Web Widget
  • You will need to uncomment specific portions of the code to activate those portions of the code. 

Posted Apr 06, 2021 · Alejandro Colon

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Alejandro Colon created a post,

Post Discussion - Tips and best practices from the community

Hide Ticket Fields on Web Widget

Zendesk level:  Beginner
Knowledge: Javascript, HTML, CSS, Web Widget
Time Required:  10 minutes

Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/Web-Widget/Hide-Ticket-Fields

How it works (simplified):

Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself.

Prerequisites:

  • You must be using Zendesk Support
  • You must have access to the Web Widget
  • You must be able to modify the code where the Web Widget will be inserted as HTML

How to Install:

  1. Copy the default Web Widget Script from the admin menu in the Agent interface.
  2. Navigate to the website where you will be inserting the Web Widget.
  3. Paste the HTML code into the HTML source code of the website.
  4. Below where the code has been inserted, input the reference code. GitHub
  5. Adjust the CSS to match your specific Web Widget and your needs.
  6. That's it.

Notes:

  • You will need to update certain values to match your Web Widget
  • You will need to uncomment specific portions of the code to activate those portions of the code. 

Posted Apr 06, 2021 · Alejandro Colon

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Alejandro Colon created a post,

Post Discussion - Tips and best practices from the community

Hide System Fields on Web Widget

Zendesk level:  Beginner
Knowledge: Javascript, HTML, CSS, Web Widget
Time Required:  10 minutes

Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/edit/main/Web-Widget/Hide-System-Fields

How it works (simplified):

Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself.

Prerequisites:

  • You must be using Zendesk Support
  • You must have access to the Web Widget
  • You must be able to modify the code where the Web Widget will be inserted as HTML

How to Install:

  1. Copy the default Web Widget Script from the admin menu in the Agent interface.
  2. Navigate to the website where you will be inserting the Web Widget.
  3. Paste the HTML code into the HTML source code of the website.
  4. Below where the code has been inserted, input the reference code. GitHub
  5. Adjust the CSS to match your specific Web Widget and your needs.
  6. That's it.

Notes:

  • You will need to uncomment specific portions of the code to activate those portions of the code. 

Posted Apr 06, 2021 · Alejandro Colon

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Alejandro Colon created a post,

Post Discussion - Tips and best practices from the community

Hide Zendesk Branding on Web Widget

Zendesk level:  Beginner
Knowledge: Javascript, HTML, CSS, Web Widget
Time Required:  10 minutes

Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/Web-Widget/Hide-Zendesk-Branding

How it works (simplified):

Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself.

Prerequisites:

  • You must be using Zendesk Support
  • You must have access to the Web Widget
  • You must be able to modify the code where the Web Widget will be inserted as HTML

How to Install:

  1. Copy the default Web Widget Script from the admin menu in the Agent interface.
  2. Navigate to the website where you will be inserting the Web Widget.
  3. Paste the HTML code into the HTML source code of the website.
  4. Below where the code has been inserted, input the reference code. GitHub
  5. Adjust the CSS to match your needs.
  6. That's it.

Notes:

  • In my example, I found the class for the Zendesk Branding and set it to be hidden. It no longer shows on the Web Widget.

Posted Apr 06, 2021 · Alejandro Colon

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Alejandro Colon created a post,

Post Discussion - Tips and best practices from the community

How to add conditionals to your Zendesk email template to use custom HTML layouts

Zendesk level:  Intermediate
Knowledge:  Liquid, HTML, Email Template Editing, Trigger Template Editing
Time Required:  10 minutes

Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/email/How-to-add-conditionals-to-your-Zendesk-email-template-to-use-custom-HTML-layouts

Where we came from https://support.zendesk.com/hc/en-us/community/posts/1260802142170/comments/1260802990209

Use Case:

Many companies have different departments and different languages and other differences between their many support tickets. A great way to help customers understand/notice the differences is to create different branding based on any of these factors. For example, creating a heading that updates based on the specific group a customer is dealing with.

How it works (simplified):

An invisible HTML element is added to each trigger that allows for parsing at the email template level. 

How to Use It:

Pass whatever data needed for the conditional. Modify the conditional to search for whatever data is required.

Prerequisites:

  • You must be using Zendesk Support.
  • You must have edit access to the email template.
  • You must have edit access to the triggers.

How to Install:

  • Add code to the respective location. GitHub
  • Modify conditional based on your needs.
  • That's it.

Explanation:

In this example, I am passing the {{ticket.tags}} in the invisible "div" and then escaping the {{content}} and then creating an array by parsing the {{content}} using a space as a delimiter.

This allows for a conditional to check for specific tags in the {{content}} without having the recipient seeing them. 

Notes:

  • There is plenty of things that can be done to avoid false positives. The first that comes to mind is only running the conditional on the invisible "div"
  • This is more of a proof of concept than anything else.
  • This does work as is but there may be issues with false positives.
  • If anyone would like to add some validation or other code improvements, I have no issue with updating the article to reflect.

Posted Apr 06, 2021 · Alejandro Colon

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Alejandro Colon created a post,

Post Discussion - Tips and best practices from the community

Add CSS to Web Widget

Zendesk level:  Beginner
Knowledge: Javascript, HTML, CSS, Web Widget
Time Required:  10 minutes

Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/Web-Widget/Hide-System-Fields

How it works (simplified):

Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself.

Prerequisites:

  • You must be using Zendesk Support
  • You must have access to the Web Widget
  • You must be able to modify the code where the Web Widget will be inserted as HTML

How to Install:

  1. Copy the default Web Widget Script from the admin menu in the Agent interface.
  2. Navigate to the website where you will be inserting the Web Widget.
  3. Paste the HTML code into the HTML source code of the website.
  4. Below where the code has been inserted, input the reference code. GitHub
  5. Adjust the CSS to match your needs.
  6. That's it.

Notes:

  • In my example, I found the class for the Zendesk Branding and set it to be hidden. It no longer shows on the Web Widget.

Posted Apr 05, 2021 · Alejandro Colon

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Alejandro Colon commented,

Community commentDiscussion - Zendesk on Suite best practices

@...

It really depends on your use case. 

Some companies may want the condition different for many reasons. 

Off the top of my head, maybe they would like the time to be reset if they get a notification that the requester has read the message and would like the "bump bump solve" timer to go based off of that. 

Also, the use case of the CC responding might be a reason to change the overall result as well. 

Even more than that, there can be some unwanted results based on the condition chosen. 

I recently found out that the "hours since assignee update" is broken if the assignee never updates the ticket in the first place. So, the "hours since update" is a good catch-all. 

Sadly, I am not sure if Zendesk is going to fix the above-mentioned bug as the tech I spoke to does not consider it to be a bug.

View comment · Posted Jul 21, 2020 · Alejandro Colon

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