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Lydia Forsyth

Joined Jan 09, 2023

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Last activity Feb 13, 2024

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ACTIVITY OVERVIEW

Latest activity by Lydia Forsyth

Lydia Forsyth commented,

Community comment Developer - Zendesk APIs

I'm so glad I could help out! :D 

View comment · Posted Feb 09, 2024 · Lydia Forsyth

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Lydia Forsyth commented,

Community comment Developer - Zendesk APIs

I wanted to post here to let folks know, if you have more than one line that you want to put in the internal note, just add /n to create line breaks. It looks strange but it works! Here is an example code with it, I am using liquid placeholders to pull in field info: 

{
  "ticket": {
    "comment": {
      "body": "Hi {{ticket.requester.first_name}},\nThank you for reaching out to our team!\nHere is a receipt of what you selected in our form:\n{% comment %}Request:{% endcomment %}\n{% if ticket.ticket_field_000000000000000!= "" %}\nEmail: {{ticket.ticket_field_0000000000000000}}\n{% else %}\n{% endif%}",
      "public": false
    }
  }
}

 

View comment · Posted Feb 09, 2024 · Lydia Forsyth

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Lydia Forsyth commented,

Community comment Q&A - Objects, workspaces, and rules

ah ha! I was able to figure it out, I needed to filter it by the specific text for it to know what text to change. Code below: 

if (ticketForm == 26011737489683) {
         
          //Change the description for the subject field
          $("#request_subject_hint").filter(":contains('former text here')").text("new text here");

  }

View comment · Edited Feb 08, 2024 · Lydia Forsyth

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Lydia Forsyth commented,

Community comment Q&A - Objects, workspaces, and rules

Hi Brandon, thank you for letting me know! I'm needing the description to just be different for this one form, but otherwise want it the same across the board and am not sure how to do this. I really appreciate your help! 

View comment · Posted Feb 08, 2024 · Lydia Forsyth

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Lydia Forsyth commented,

Community comment Q&A - Objects, workspaces, and rules

I'm needing help, I used the code above to append to the subject description, but I would rather just have that old default description be hidden. What code would I need to do that?

View comment · Edited Feb 06, 2024 · Lydia Forsyth

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Lydia Forsyth commented,

Community comment Feedback - Ticketing system (Support)

Liquid Markup is a way to also add values to the text field, and would help with automating workflows with macros. +1 for this! 

View comment · Posted Jan 02, 2024 · Lydia Forsyth

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Lydia Forsyth commented,

CommentManaging Talk

Will this be used for voicemails too?

Will it be able to assess customer sentiment and provide next steps? 

View comment · Posted Dec 15, 2023 · Lydia Forsyth

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Lydia Forsyth commented,

CommentAnnouncements

Will this be rolling out for a bit?  I don't see these changes quite yet and am just curious. 

View comment · Posted Nov 16, 2023 · Lydia Forsyth

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Lydia Forsyth commented,

Community comment Feedback - Ticketing system (Support)

@...

We would definitely like to be part of the EAP for the agent created first time reply SLA. We are finding it difficult to keep track of tickets that are agent created if they don't have an SLA apply.

View comment · Posted Nov 02, 2023 · Lydia Forsyth

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Lydia Forsyth commented,

CommentUsing Built by Zendesk apps

Dane I see you commented on here before - thus the tag.
I'm wondering if there is a way to limit in a more specific way what groups can view different groups? So I want the Luxury group to not see Support Escalations group and I want the Support group to not see the Luxury Escalations group, however; it seems like if I put the Support Escalations group and Luxury escalations group as the hidden group IDs, and put the Luxury group and Support Group as the targeted groups, then neither will see either of those groups. 

Do you know if Zendesk has on it's roadmap a way to hide specific groups from groups? 

View comment · Posted Oct 12, 2023 · Lydia Forsyth

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