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Cheyenne Trommels - Oorebeek
Joined Oct 16, 2021
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Last activity Jul 17, 2024
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Latest activity by Cheyenne Trommels - Oorebeek
Cheyenne Trommels - Oorebeek commented,
Dear Zendesk,
I am writing to address an issue regarding the transition of our account from an online assisted account to a self-service account. Regrettably, I have encountered difficulty in obtaining clarity on the specific criteria that must be met for this transition to occur smoothly. This article doesn't include the requirements either. Despite reaching out to your esteemed helpdesk for assistance, I have been met with responses that have left much to be desired. It is disheartening to be informed that information regarding the requirements for the change "cannot be disclosed", thereby hindering our ability to align our account with the requirements necessary for a transition to a self-service account.
This lack of transparency has cast a shadow of doubt and frustration upon our interactions with your esteemed service. As a valued client, we expect a level of clarity and assistance commensurate with the quality of service that Zendesk is renowned for providing. We rely on your expertise and support to navigate such transitions effectively and efficiently.
I kindly urge you to reconsider your approach and provide us with comprehensive guidance on the steps and prerequisites involved in transitioning our account to a self-service model. Clear communication and transparent processes are integral to fostering a mutually beneficial partnership between our organizations.
Thank you for your attention to this matter, and I eagerly await your prompt and constructive response.
View comment · Posted Mar 25, 2024 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
I have the same question as Yahor above here, but his question hasn't been answered.
One of my former colleagues has set two of our three help centers to the wrong version of English. We have three help centers, of which one is set to English UK (which is what we'd like to use), one to English US and one to English Netherlands.
This causes issues with for example dynamic content; we have to add all three versions of English here to get the correct translations to all Help Centers. It's also confusing as for end user languages it's not clear to which English we have to set their language. We want to use one version of English among all Zendesk Help Centers, Support etc. which should be English UK (en-gb).
I'm afraid I'm up to the task to manually create new translations in the correct English to each article and copy paste the content. Is there a way to 'easily' export/import articles and set them to a different language and solve this issue with less manual work?
View comment · Posted Mar 23, 2023 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
Hi, I have an interesting issue; one of my former colleagues has set two of our three help centers to the wrong version of English. We have three help centers, of which one is set to English UK (which is what we'd like to use), one to English US and one to English Netherlands.
This causes issues with for example dynamic content; we have to add all three versions of English here to get the correct translations to all Help Centers. It's also confusing as for end user languages it's not clear to which English we have to set their language. We want to use one version of English among all Zendesk Help Centers, Support etc. which should be English UK (en-gb).
I'm afraid I'm up to the task to manually create new translations in the correct English to each article and copy paste the content. Is there a way to 'easily' export/import articles and set them to a different language and solve this issue with less manual work?
View comment · Posted Mar 23, 2023 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
+1 !
View comment · Posted Mar 14, 2023 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
I have the same issue as Cedric. I'd like to use a different date ticket field than the due date field to run an automation. I've created a date field, however in the automation I do not have to option to set 'hours until' or 'hours since' which I am able to set to the due date. I only can choose for 'within the next day'.
Why can't I set an automation 'hours until' my set date ticket field? It's a date field after all, just as the due date field is...
View comment · Posted Mar 13, 2023 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
Yes please! AND (or ;-)) for macro's it would be great if you can add dc/language variants right in the macro itself. Just like a Guide article! The rich editor is already available there, it would be so easy if you could add translations in the macro itself!
View comment · Posted Feb 21, 2023 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
We need most of our macros in both Dutch and English and got the tip to use DC for this. However, DC does not allow formatting like bold text. Neither can I add attachments in dc. How would you advise to solve this?
For example we have a macro with appointment confirmation. We use bold headers to divide crucial information. Next to that in the macro we added a pdf with important information in our brand style. Using DC we cannot use the headers and all text is flat. An attachment cannot be added to the variants, so how do we make sure the macro adds the correct pdf (Dutch or English, depending on the language of the customer)?
This seem basic options to me when DC is the way to go for translations of macros. At least you'd want to be able to use the same formatting/options as you can use in the Comment option in macros.
Even easier would be if you could set up translations of macro's the same way as Guide articles; select the variants of the macro/Comment (or whatever you want to translate) WITHIN the macro, so you don't have to edit contents anywhere else than in the macro itself. It's so cumbersome you have to go to dynamic contents if you want to correct a spelling mistake or change a sentence, instead of being able to do this in the macro itself...
View comment · Posted Feb 21, 2023 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
Yes please, this is so annoying! I need to be able to turn it off.
View comment · Posted Jan 23, 2023 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
Tipene Hughes Hi Tipene, it looks like you've brought us soooo close to removing that annoying 'click to see all articles' link. However, as a non-coder wíth some coding understanding, I'm not sure yet where to place this code (anywhere in the category_page.hbs, or in the document_head.hbs?) and how to add jQuery and what that implies or does. Is it possible to give an extended step by step for people like me who are Guide-code-dummies? Would be very grateful!
View comment · Posted Nov 22, 2022 · Cheyenne Trommels - Oorebeek
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Cheyenne Trommels - Oorebeek commented,
Hi Alejandro, thank you for this solution. While in my eyes it should be a basic option to place an article in different sections/categories and even different brand guides, it seems Zendesk doesn't seem to think that way. Unfortunately. Although the solution isn't the most perfect (breadcrumb wise), your solution helps us to at least have to direct information in only one article and direct our customers to one complete article. Joy!
View comment · Posted Nov 22, 2022 · Cheyenne Trommels - Oorebeek
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