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Cheryl Lane
Joined May 16, 2021
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Last activity Sep 13, 2024
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Latest activity by Cheryl Lane
Cheryl Lane created a post,
Hi,
I've come across a possible bug or at least been trapped in a feature I don't appear to be able to get out of.
We have an app that when certain criteria are met, prevents submission of a ticket using
client.invoke('disableSave')
And the app enables save later when the ticket is updated to meet criteria.
However, if an agent has a ticket in the disableSave state and then skips that ticket, now they are locked into that disable save state unless they can get the app to enable the save on this ticket (which may never reach the criteria, or is not in a workspace that contains the app) or they reload Zendesk entirely. At that point, even coming out of the ticket into a view and selecting a ticket will still have save disabled.
I cannot detect the agent skipping their ticket and remove this state, and if they then end up on a ticket without the app, then the app can't self resolve and they won't be able to save the ticket without reloading.
I would not expect Zendesk to persist the disable save across tickets, and if I have multiple tickets open in Zendesk, the state doesn't persist between them (I can have one ticket open in save-able and one in disable-save state just fine).
If this is expected, how do I catch it, and if it's not, where do I report it.
Cheers,
Cheryl
Posted Sep 13, 2024 · Cheryl Lane
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Cheryl Lane commented,
As Greg says, requests made by client.request will use the existing Zendesk authentication, so you can call all Zendesk apis this way without having to specify a domain/subdomain or manage any authentication credentials. As you've seen, very handy!
View comment · Posted Jun 09, 2023 · Cheryl Lane
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Cheryl Lane commented,
Hi,
You can get details for a user using the users API https://developer.zendesk.com/api-reference/ticketing/users/users/#show-user . To access that from the ticket sidebar location, you'd use the client.request method, like this:
const user_details = await client.request(`/api/v2/users/${contactId}.json`)
Then you can get the details you're looking for from that object.
Hope that helps,
Cheryl
View comment · Posted Jun 09, 2023 · Cheryl Lane
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Cheryl Lane commented,
Hi,
On my phone so untested (sorry), but might be worth trying with the ids as integers (not in quotes)? That might be the expected format from the docs.
Cheryl
View comment · Posted May 31, 2023 · Cheryl Lane
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Cheryl Lane commented,
Thanks for confirming that, hadn't seen that specific part of the documentation.
Yeah, we assessed options like that, but instead turned off instant search and hid the subject based suggested articles box on the forms. But, thought I'd reach out and see if maybe we'd missed a setting that would let us do it natively.
It would be a helpful feature for us, but I suspect we're a niche case.
Thanks,
Cheryl
View comment · Posted May 11, 2023 · Cheryl Lane
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Cheryl Lane commented,
Thanks for your reply. We design and manage our own themes and have added this in the same way as Copenhagen does:
{{search
submit=false
scoped=settings.scoped_kb_search
instant=settings.instant_search
class="search search-full"
}}
where the settings are boolean settings.
This correctly scopes the search (when you enter some text and hit enter and a new page opens, this is restricted to the category as expected), but not the instant search ( https://support.zendesk.com/hc/en-us/articles/4408832681626#topic_xqw_dd1_cw - where you start typing and a drop down appears before you hit enter).
Instant search is what I'm trying to see if it's possible to scope, which doesn't seem possible or at least isn't mentioned in the documentation and isn't done in the Copenhagen theme.
Thanks,
Cheryl
View comment · Posted May 11, 2023 · Cheryl Lane
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Cheryl Lane commented,
Hi,
I'm wondering, is it possible to scope the instant search results? Even with my search bar having the scoped attribute, the instant search drop down contains results from all categories, but if I submit the search, the native search page only contains the articles from the current category.
I would also like to scope the search done by the subject in forms, ideally by form (eg. if i have 2 products and these have their own category, if someone is on a form for product 1 support, i only want product 1 articles to appear as suggestions)
Thanks!
View comment · Posted Mar 30, 2023 · Cheryl Lane
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Cheryl Lane created a post,
Hi,
We're looking to manage some real time displays of our Messaging availability and were looking at the APIs for it and found this https://developer.zendesk.com/api-reference/live-chat/real-time-chat-api/metrics/#chat-metrics
The agent data works for messaging, but the chat metrics don't work - is there plans on the roadmap to replicate this realtime data that existed for Chat in Messaging?
Posted Feb 16, 2023 · Cheryl Lane
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Cheryl Lane commented,
Hi Greg Katechis - I've noticed today that testing apps locally using `?zat=3000` is failing - it seems like this feature may still be broken - appending this to a URL in Zendesk usually disables all apps and enables an app from details in http://localhost:3000/app.js
However, currently, appending this does not disable all apps (or attempt to load this app.js file).
Using ?zat=true does correctly do the expected behaviour (but specifically from port 4567).
Thanks,
Cheryl
View comment · Posted Jan 26, 2023 · Cheryl Lane
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Cheryl Lane commented,
Hi,
I took a look and was able to work out your issue, simply switch out your line
dataType: "json"
for
contentType: "application/json"
(or just add that line to your settings) and your existing code should work.
And as a bonus, if you change out your console logs to use commas instead of plus signs, the logs will contain the data in an expandable format (instead of showing as [Object object]):
console.log("Automation created", data);
View comment · Posted Dec 30, 2022 · Cheryl Lane
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