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Alek Reed

Joined Oct 16, 2021

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Last activity Feb 10, 2025

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ACTIVITY OVERVIEW

Latest activity by Alek Reed

Alek Reed commented,

CommentSetting up Explore

The ability to limit data by groups is a great addition.  However “Cannot share dashboards externally through links, schedule or receive dashboard deliveries, or create dashboard restrictions” gives me pause, as I know many users depend on that.  Can you elaborate on this and advise if this is in the roadmap for the future?

View comment · Posted Dec 17, 2024 · Alek Reed

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Alek Reed commented,

CommentTicket management

We have activated the closed beta setting on our subdomain. I was able to successfully add a new tag (without modifying anything else including removing any tags) to several tickets.  However, for several others in the same scenario this fails. I am simply opening a Closed ticket, adding a tag, and clicking resubmit, and I receive these (not helpful) errors without an explanation why it is failing in these cases but not for the others that previously worked.  Any insight would be helpful.

 

View comment · Posted Sep 18, 2024 · Alek Reed

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Alek Reed created a post,

Post Q&A - Objects, workspaces, and rules

I am trying to write Liquid logic into a trigger to compare today's date to a custom user field date.  Use case is that I am setting up user fields to allow users to specify a start and end date to their OOO, to send a different autoresponse if the assignee has specific their OOO date.

 

I added a custom user field of a date type.  I then read multiple places to do a "plus 0" which will convert the date to a string.  I then do the same for current date.   My two variables give the correct response, for example ooostart provided 2024090700 for a date of 09-07-2024 and current_date provided 2024090620.  I then tried to write logic to compare them, “ooostart <= current_date ” but it always gives a true response, even if it is not true; in fact, both ooostart <= current_date  and ooostart > current_date give true responses. No matter what I do, the comparison logic is always true.

 

Why would the logic be failing?  I found multiple generic Liquid posts online about comparing date fields and all show this method, but it doesnt seem to be working in Zendesk for some reason. I thought maybe its because the first variable isnt a number, but the “plus: 0” for both variables should be fixing that.

 

 

My code:

 

{% assign ooostart = ticket.assignee.custom_fields.start_date | date: "%Y-%m-%d %H:%M" | remove: '-' | remove: ' '| plus: 0 %}

{{ ooostart }}

 

{% assign current_date = "now" | date: "%Y-%m-%d %H:%M" | remove: '-' | remove: ' ' | plus: 0  %}

{{ current_date }}

 

{% if ooostart <= current_date %}OOO has started{% else %}OOO has not started{% endif %}

Posted Sep 06, 2024 · Alek Reed

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Alek Reed created a post,

Post Feedback - Admin Center

Current state when building a schedule you have to put in holidays as individual calendar days.  You can schedule holidays up to two years in advance. This means, we need to remember to enter each schedule on a regular occurence (at least every 1-2 years) and insert holidays for the next year.

 

This may be fine on a small scale, but on an enterprise scale with many schedule it can be tedious.  

 

Ideal state would be that on the Holidays page you can select from a list of recurring holidays and let the system keep the schedule up to date.

 

For example:

 

Current state - for Christmas (December 25) we need to open each individual schedule across all our instances and enter the next calendar date for the next two years, such as 12/25/24 and 12/25/25.  Then, after 12/25/24 we need to remember to revisit this schedule and enter the next year.

 

Ideal / blue-sky state - on the Holiday page it lists most common holidays as checkboxes.  I select Christmas once, as a recurring holiday, and therefore do not ever need to return to add 12/25 again.

 

I would still want the ability to do ad-hoc dates, for example if an entire team is out of office on a non recognized holiday.

Posted Jun 27, 2024 · Alek Reed

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Alek Reed commented,

CommentAccounts and billing

This is a great step forward. However, we need to keep the ability to see usage by token (and vs. unauthenticated), which we could see in the legacy version.  Is this being added to the new dashboard and/or is the legacy version sticking around too?

View comment · Posted Apr 08, 2024 · Alek Reed

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Alek Reed created a post,

Post Q&A - Help center and community

Hello! I am looking to hide recent_activity on the homepage based on the user role.  I do not want end-users to see this section, but leave it in place for Agents and Admins.  Any ideas on how to accomplish this?

Posted Apr 02, 2024 · Alek Reed

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Alek Reed commented,

Community comment Feedback - Admin Center

Sydney Neubauer - that is true, Agent permission templates of some sort may also be a good alternative! Could even be an expansion of roles. I would be open to making more roles, if on each role I could select the groups, default group, etc, to be inherited with said role.

View comment · Posted Mar 22, 2024 · Alek Reed

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Alek Reed created a post,

Post Feedback - Admin Center

Almost all of our Agent onboarding requests are to mirror an existing Agent.  We use the Groups and Role of the existing Agent as a basis to create the new Agent.

We can open two windows side by side to do this, which works, but it is time consuming to complete these actions for a large number of Agents. For example, say an Agent has 25 groups out of 100 options, and we are asked to onboard 20 Agents with the same permissions.  We either need to go to each Agent profile (20 times) and choose the 25 groups, or go to each Group page and add the new Agents. 

In an ideal state you could do something like:

  1. Select "Clone Agent" from user profile dropdown, of the originating Agent
  2. A popup asks for the new Agent email address and name.  If it sees the Agent as an existing user, it could ask if you wish to override their current permissions
  3. Then, a checkbox could be present asking if you wish to clone custom user fields. I would want this to be optional, because there are use cases we would want to do this, and others we would not
  4. Clicking Submit creates/edits the new user, adds them to the groups, changes them to the Default Group, with the same Agent Role as the originating user, and fills the Custom User Fields if requested

Note: I know Bulk User edits is an option, but you still have to individually update the groups, default group, etc.

Posted Mar 15, 2024 · Alek Reed

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Alek Reed created a post,

Post Q&A - Help center and community

I am looking to use JQuery/Javascript to push something into the CC field. I will write code around pulling it from another custom field when that custom field changes, but for now just trying to push something hard-coded into the field to see if I can access it.  Because the CC field is an array, I am having a difficult time. 

 

Here are all my failed novice attempts

            $('.form-field.request_cc_emails').val('test@test.com');
            $('.form-field.request_collaborators_').val('test@test.com');
           $('.request[collaborators][]').val('test@test.com');
            collaborators.push('test@test.com');
            $('.request[collaborators]').push('test@test.com');
            $('.request[collaborators]').val.push('test@test.com');
          $('.form-field.request_cc_emails').val('[test@test.com]');
            $('.form-field.request_collaborators_').val('[test@test.com]');

 

Any thoughts?

Posted Feb 29, 2024 · Alek Reed

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Alek Reed commented,

Community comment Feedback - Ticketing system (Support)

Hi Shawna James, any updates on this? One of our businesses would also opt out if they had to option, due to branding concerns

View comment · Posted Feb 01, 2024 · Alek Reed

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