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Andrew

Joined May 13, 2021

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Last activity Jan 30, 2025

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ACTIVITY OVERVIEW

Latest activity by Andrew

Andrew commented,

CommentGeneral questions and issues about tickets

FYI My brand page doesn't have a brand id in the url.  so grabbed it from    {{mysite}}.zendesk.com/api/v2/brands/

View comment · Posted Jan 30, 2025 · Andrew

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Andrew commented,

CommentHow to customize the theme of the help center

I'm doing something like this to just stick override CSS in the header on load.  With the !important tag .

Just have to replace your_form_id_here with the form ID, and make sure the CSS your injecting matches your theme.  

 

(function($) {
   $(document).ready(function() {
       if (window.location.href.indexOf("/hc/en-us/requests/new?ticket_form_id=your_form_id_here") > -1) {
           var css = '.searchbox-suggestions { display: none !important; } .searchbox > h2 { display: none !important; }';
           $('head').append('');
       }
   });
})(jQuery);
 

View comment · Edited Dec 24, 2024 · Andrew

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Andrew commented,

CommentViewing and using dashboards

Hi,  omnichannel routing queues supports talk right?  It's not shown on our dashboard at all. 

View comment · Posted Oct 16, 2024 · Andrew

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Andrew commented,

CommentRouting

Hi, we have talk set to Maximum queue wait time  of 5 min and have custom queues setup for the talk channel.  But it seems like nothing is being set to voicemail or I'm reading it wrong.  When we look at the avg. time in queue, calls are in days.  How exactly does that work?  Are they being sent to VM after 5 min, but because no agent is assigned, the Avg time in queue still keeps ticking up?

View comment · Posted Aug 21, 2024 · Andrew

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Andrew commented,

CommentManaging Talk

Hi, We are seeing the summary mix up the agent and the requester at times.  Are there any tips for avoiding this? 

View comment · Posted Jul 11, 2024 · Andrew

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Andrew commented,

CommentTicket basics

Will there be an option for admins to post announcements internally to agents on the agent home?

For example, outages or app issues, or new feature notices to internal agents?

View comment · Posted Jun 24, 2024 · Andrew

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Andrew commented,

CommentTicket basics

Can we force the setting to “stay on ticket” to be “close tab".

We currently have a bug where certain apps will write to the ticket after it gets transferred to another agent because the ticket doesn't close. (Time tracking apps)

This seems to cause the messaging window to error out on the agent receiving the messaging chat.

Changing the setting to close tab seems to fix it and we have a ticket open with the help center. 

I don't see a way to do it yet on the ZAF framework but I would like to force it system wide while we wait for a fix for the messenger channel. 

View comment · Edited Jun 21, 2024 · Andrew

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Andrew commented,

CommentFormatting and customizing your email

Hi, Can we host email image assets on Zendesk(in theme), (without Sell), with a static URL so the emails won't break if we need to make an update or re-upload out theme?

 

View comment · Posted Jun 10, 2024 · Andrew

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Andrew commented,

CommentUsing legacy AI agent functionality

Hi, Will we get dynamic templating support?  I want the end user to select a dropdown, then have that dropdown  set a dynamic block of text, without being forced to branch my entire flow and multiply maintenance work (I'm already running up against the 2000 node limit). 

For example, if they pick from a set of office locations, they get a different email and phone number.  

View comment · Posted Jun 03, 2024 · Andrew

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Andrew commented,

Community comment Developer - Zendesk APIs

+1,  When I use the search API, I get back hundreds of unrelated custom fields that are unrelated to my search query.


It would be nice to specify the field set to be returned. 

Webhooks are ok but we use downstream software that charges per Business Process Flow so a webhook is too costly. 

Also, sometimes we want to push data out and due to vendor restrictions we lack the ability to run filtering code on the receiving end. 

View comment · Edited Sep 11, 2023 · Andrew

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