Recent searches


No recent searches

Justin Koehler's Avatar

Justin Koehler

Joined May 13, 2021

·

Last activity Mar 17, 2022

Following

0

Followers

0

Total activity

16

Votes

6

Subscriptions

7

ACTIVITY OVERVIEW

Latest activity by Justin Koehler

Justin Koehler commented,

Community comment Feedback - Help Center (Guide)

@Wes, end up making anything worth looking at? I am having the same kind of issue. Hoping I can come up with something handy to get the desired look and feel of the login page. I am sure there is something out there that can be used to get this done. 

Here is my page if you want to take a look at the problem that we are having with this. 

https://certain.zendesk.com/hc

View comment · Posted Nov 15, 2013 · Justin Koehler

0

Followers

1

Vote

0

Comments


Justin Koehler commented,

Community comment Discussion - Tips and best practices from the community

Hello,

I am going mad trying to figure out a little issue I am having with the cache storing our SSO sessions after a user is authenticated from our SSO script. Once a user logs into the Help Center, they are unable to click on the Sign Out link from the {{user-nav}} drop-down menu.

I figured out (more or less) how to resolved this, but sadly I am stuck.
Essentially, the URL when clicked is "/access/logout" the authenticated user is kicked to the home page and then continues to be authenticated.
This can be resolved if I could only figure out how to replace the URL with "/access/logout.json".
I found the article below on how to change the text for My Activities... arg..... Please help if you can! Would much appreciate it.

Here's how to change the "My Activities" text
1) At the bottom of your HC, click on Customize Design
2) Click on Edit Theme to access your template's code

3) Navigate to the JS tab and add the following code:

//Change string for My Activities
$('.user-nav .my-activities').html(' See my requests');

$('.sub-nav').find('li').filter(":last");

Failed Attempt:
//Change string for anchor tag to force logout
$('.user-nav .li a').html('/access/logout.json');
$('.sub-nav').find('li a').filter("/access/logout");

 

View comment · Posted Nov 14, 2013 · Justin Koehler

0

Followers

0

Votes

0

Comments


Justin Koehler created a post,

Post Discussion - Tips and best practices from the community

In addition to the formatting, many bugs and reported customer issues were being forgotten about while they should have been escalated. 

To resolve this issue, I created a standardized format.

The process I created and enforce with our agents includes a few different steps and is documented .

1: Agent uses the "Escalate Bug" macros:

ACTIONS:

  •     Comment Mode / Private
  •     Group / L2
  •     Comment 

ZD ID # {{ticket.id}} 

REPORTING AGENT: {{current_user.name}}

CONTACT: {{ticket.requester.name}}/{{ticket.requester.email}}

COMPANY: {{ticket.organization.name}}

LOGIN URL:

 

ISSUE SUMMARY:

A very concise sentence or two to explain the issue. 

Be careful not to include steps to recreate, results, or any other detail that should be included in a separate field.

STEPS TO REPRODUCE:
1: Navigate to event "{{ticket.ticket_field_[custom field code]}" located at URL:
[URL goes here] 

2: Step 2

3: Step 3

EXPECTED RESULTS:

ACTUAL RESULTS:

FREQUENCY:

WORKAROUND:

NOTES:


2: The L2 Agent logs the ticket in Jira and adds the Jira to a custom field property in the existing ZD Ticket. 

3: Once the Jira ticket is logged, the ticket is sent back to the L1 agent with next steps or a request for additional information. 

4: The L1 agent logs the bug ticket in an internal only log of hot issues.

 

Throughout the process the following is always true:

The fields are always required and never removed from the bug report. 

The personal escalating the ticket is responsible for keeping the customer up to date and shares potential workaround and/or progress if dependent on development, sales, or ops.

If a different apartment is providing information to the helpdesk and it may take some time, the ticket is placed on-hold.

The customer never sees or knows that their ticket is on-hold. Agents let customers know that the bug ticket is filed and their ticket will remain as "Open" which is how it appears to them.

Every release, resolved bug ticket are removed from the hot issue list and added to a "Resolved Bugs" category in the internal KB. The agent validates the issue is in fact resolved by testing and then they notify all customers that had an open ticket tied to the bug.  customers are notified and their tickets are deemed to be solved. :)There is a little more to it as far as the details go, but I will spare you. 

Let me me know if you have any additional question or if you want to share your thoughts or suggestions.

Posted May 24, 2013 · Justin Koehler

0

Followers

11

Votes

6

Comments