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Andrew Schreiner

Joined Oct 16, 2021

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Last activity Oct 05, 2022

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Latest activity by Andrew Schreiner

Andrew Schreiner commented,

Community comment Feedback - Ticketing system (Support)

We just implemented this as well and have already had a complaint about it being hard to follow multiple open tickets with the same requester. Where are you at on the toggle mentioned above? 

View comment · Posted Aug 11, 2021 · Andrew Schreiner

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Andrew Schreiner commented,

Community comment Developer - Zendesk APIs

@..., I don't think that's possible. You could write a custom app to insert text into the body of the editor but that would be the only way I know of to get it in there at this time. Sounds like a good idea though so you may want to put in a feature request.

View comment · Posted Mar 26, 2021 · Andrew Schreiner

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Andrew Schreiner commented,

Community comment Developer - Zendesk APIs

Hi Matthew,

I think you could achieve this using an app. I don't believe there is anything baked in that you could use. 

More info on the ticket apps can be found here. 

https://developer.zendesk.com/apps/docs/support-api/ticket_sidebar

 

You would basically want activate on the app.activated function to retrieve your list for the user and then populate the app with the data from the custom object that you want.

View comment · Posted Mar 26, 2021 · Andrew Schreiner

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Andrew Schreiner created a post,

Post Discussion - Tips and best practices from the community

When searching in the the help center for a ticket number, the search results do not include tickets. I came up with a quick way to redirect them on a search. It basically checks a failed search result to see if its a number and if it is, tries to redirect it to a ticket link.

 

*Requires jQuery

Edit the search_results.hbs file

Locate the placeholder for no search results: section should have something like {{t 'no_results' query=query}}

Paste in the following code

Posted Mar 07, 2018 · Andrew Schreiner

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Andrew Schreiner created a post,

Post Discussion - Tips and best practices from the community

I posted a question earlier this week on how to perform synonym searches in Guide. It was suggested that there wasn't anything currently that does this, so I decided to make my own to share. 

For us, we have some products that are frequently misspelled but no way (unless we tag all of them) to have them return in the search results or direct the user to the correct spelling. This solution enables you to add synonyms to your Help Center search.

Add this to the js file for your Help Center/Guide. You can add multiple synonym sets by copying and pasting the following line of code to handle both synonyms and spelling mistakes. 

 

 NewSynonymSet('sleep', ['dream', 'hybernate', 'nap', 'sleeep']);

//Start Code

$(document).ready(function() {
   InitializeSynonyms()
});

var synonymsets = new Array();
function NewSynonymSet(key, synonyms) {
   var synonym = new Object();
   synonym.primary = key;
   synonym.keywords = synonyms;
   synonymsets.push(synonym);
}

function ChangeSearch(val)
{
   var q = $(val).val();
   var query = q.toLowerCase().split(' ');
   for (var i = 0; i < query.length; i++) {
      for (var x = 0; x < synonymsets.length; x++) {
         var primary = synonymsets[x].primary;
         var keywords = synonymsets[x].keywords;
         if ($.inArray(query[i], keywords) > -1) {
            query[i] = primary;
         }
      }
   }
   var newQuery = '';
   for (var i = 0; i < query.length; i++) {
      newQuery += ' ' + query[i];
   }
   $('#query').val(newQuery.substring(1));
}

function InitializeSynonyms() {
   //always lowercase and can handle misspellings too.
   //Enter as many of these lines below as needed with different synonym sets
   NewSynonymSet('sleep', ['dream', 'hybernate', 'nap', 'sleeep']);
   $('#query').on('keyup', function () {
      ChangeSearch(this);
   });
   $('#query').on('paste', function () {
      ChangeSearch(this);
   });
}

//End Code

Posted Oct 13, 2017 · Andrew Schreiner

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Andrew Schreiner commented,

Community comment Discussion - Tips and best practices from the community

Yes that's correct about the draft status. I setup some filters on the drafts as well to monitor the sections I care about. Right now I'm the only publisher but likely this will change in the future as we just started using Guide for our Knowledge base 

View comment · Posted Aug 23, 2017 · Andrew Schreiner

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Andrew Schreiner created a post,

Post Discussion - Tips and best practices from the community

For our requirements we want to proofread articles before they go live to customers. I came up with a process that seems to work for us to achieve this though it would be a nice feature to have builtin. For now here is how I worked around this.

  1. Create a Knowledge template with the design I would like all articles to follow. In our case we want articles to have a description and a resolution so the template contains bootstrap panel sections for these with placeholder text.

  2. When publishing the template, set the defaults for comments, section and the status of Draft which is the important step here so that new articles should default to draft status. In this step we also store the template in an agent only section.

  3. From here, the agents can use knowledge to create an article and as a manager I have a view in the article drafts as to where articles are and where they stand and can publish them when they are ready to go.

Hope this helps someone!

Posted Aug 23, 2017 · Andrew Schreiner

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Andrew Schreiner commented,

Community comment Feedback - Ticketing system (Support)

View comment · Posted Jan 24, 2017 · Andrew Schreiner

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Andrew Schreiner commented,

Community comment Feedback - Ticketing system (Support)

I have something that works for this. 

  1. Create a new URL Target
  2. Add in the following for the URL (replace with your Zendesk instance name)
    https://zendeskinstancename/api/v2/tickets/{{ticket.id}}.json
  3. Change the method to a "PUT"
  4. Specify for following for the attribute
    ticket[collaborators]
  5. Enter in a user account to authenticate to your Zendesk instance.
  6. Create the target.

Next you need a macro to fire off to call the trigger.

Add a new macro and specify your parameters for adding the cc.
In my instance I used

  • Ticket is Created (All)
  • Ticket organization is _ (under ANY)

Specify the action to be 

Notifications: Notify Target and specify your target you created above.

In the value field, enter in the email address you want to CC and save the macro.

View comment · Posted Jan 16, 2017 · Andrew Schreiner

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