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Aldo Ercolani's Avatar

Aldo Ercolani

Joined Oct 16, 2021

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Last activity Nov 28, 2023

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ACTIVITY OVERVIEW

Latest activity by Aldo Ercolani

Aldo Ercolani commented,

CommentTicket management

Hello there,

we have a trigger that automatically set Closed on the shared ticket (receiving side) after 5 days it's been resolved.

Then, a new comment on the ticket (sender side) does not update anymore the ticket on the receiving side.

We thought a follow-up shared ticket was to be automatically created on the receiving side, but that doesn't seem the case.

How can the receiving side be notified that a new comment has been made on the shared ticket?

Thanks

View comment · Posted May 30, 2023 · Aldo Ercolani

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Aldo Ercolani commented,

CommentSupporting multiple languages in Help Center

I am following the "Adding translated text" section in order to add support for italian, german and romanian in Guide.

My Zendesk interface is in italian but Help Center's default language in English (GB).

I added the languages in Support (e.g. for romanian):

I created the dynamic content in Support:

I used the dc helper in the page footer source code (footer.hbs):

What happens:

  1. it gets the correct text in english and italian
  2. it shows english for romanian (but it keeps the /ro-ro in the url). When previewing in Admin mode it shows the error "Could not find substitute for dynamic content named footer_privacy_title", but it's there.
  3. it redirects to /en-gb when I try to open the page in the /de-de

I don't know how to fix points 2) and 3).

Thanks

View comment · Posted Nov 03, 2021 · Aldo Ercolani

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Aldo Ercolani created a post,

Post Feedback - Ticketing system (Support)

Writing here as suggested by Ludwig Parma from Customer Advocacy Team on ticket https://support.zendesk.com/hc/requests/6731891 

I configured the plugin and I can raise issues from Zendesk to both Jira Support projects and Jira Service Desk projects.
In Jira Support, I can see the "Zendesk Support" tab and I can enter a comment and the comment is sent to Zendesk correctly.
In Jira Service Desk, the "Zendesk Support" tab is not shown at all.

Is Jira Service Desk going to be supported by your plugin? If so, when?

Thanks

Posted Jun 29, 2021 · Aldo Ercolani

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