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Natassja Jordan

Joined May 04, 2023

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Last activity Jan 25, 2024

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Latest activity by Natassja Jordan

Natassja Jordan commented,

Community comment Discussion - Tips and best practices from the community

Hi all!

There may have been some changes to the platform that has made these instructions a bit different now than from when this was originally posted. If anyone has had any issues with this, I was able to follow these steps like this:

First, I named the Dynamic Content Object from the article but, I named it the same name as the field but with underscores to fill in any spaces. 

The field:

 

The Dynamic Content Object Name:

 

Then, I added the article's liquid markup with my ticket field's ID and, again, the name of the ticket field with underscores for the spaces. Lastly, I chose which of the categories/subcategories I wanted using the options laid out in the article. **Please note that which ever options you add here, all of them will show each time the placeholder is used. 

 

Finally, I added the resulting placeholder to my Macro. 

And tested it out in a test ticket. 

Hope this helps! 

View comment · Posted Jan 25, 2024 · Natassja Jordan

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Natassja Jordan created an article,

ArticleHelp with support and ticketing

Question

How does Zendesk account for daylight saving time?

Answer

If applicable to your timezone, your schedules are updated to reflect the correct time with the change. They will adjust automatically at the changeover point.

For more information, see this article: Which time zone does Zendesk use?

Edited Jul 25, 2023 · Natassja Jordan

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Natassja Jordan created an article,

ArticleHelp with support and ticketing

Question

When I submit a ticket response, Zendesk shows a Missing attachment? notification, but my reply doesn't include ticket attachments. Why do I receive this message?
missing_attachment

Answer

The message Missing attachment? is prompted by specific words and phrases to make sure you haven't missed a ticket attachment in your ticket reply. Find below the words and phrases that prompt this message.

  • is attached
  • I'm attaching
  • I am attaching
  • are attached
  • see the attachment
  • find attached
  • see attached
  • see attachment
  • see attachments
  • attachments included

If your reply doesn't need an attachment, select Yes, send anyway to bypass the message.

Note: The feature matches the language field of your agent profile with the language being recognized.

Edited Nov 29, 2024 · Natassja Jordan

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