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Chris Gregory

Joined Oct 16, 2021

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Last activity Sep 17, 2024

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ACTIVITY OVERVIEW

Latest activity by Chris Gregory

Chris Gregory commented,

Community comment Feedback - Chat and Messaging (Chat)

Naina Mathur

This is a place where bot builder could really shine if there were messaging automations that could function at less than an hour interval. Instead of having omnichannel auto open bandwidth on idle messages, you could set up a bot that checks in on idle conversations and ends the conversation a set time (2-5 min) after that so that agents do not have to follow up on dead threads. This is super common behavior that I see all over the place in chat widgets. Why not Zendesk?

The inability to end conversations is the single biggest thing keeping us from moving the messaging. Even if you all don't want to do, it, could you at least make it and end point so we can make an app that does it ourselves or something?

View comment · Posted Sep 16, 2024 · Chris Gregory

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Chris Gregory commented,

Community commentZendesk Support EAP - Suggested Replies

I also have agent's complaining about this. I cannot replicate it myself, but it is happening to them on both laptop display and external displays. Both are set at 1920x1080 with one at 125% scaling and the other at 100% scaling. No unusal extensions are running and the browser is the most up to date version of chrome. This is happening in regular composition mode and draft mode. There are no unusual objects in the composer like a table or large image.

View comment · Posted Jul 10, 2024 · Chris Gregory

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Chris Gregory commented,

Community comment Q&A - Tickets and email

Target is https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

 

PUT

ticket[comment][body]

 

I got that from a fellow on a different thread but I cannot find it now.

View comment · Posted Dec 20, 2023 · Chris Gregory

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Chris Gregory commented,

Community comment Q&A - Tickets and email
 
 
Hi Brandons!
 
I found kind of a no duh solution to this issue. Instead of focusing on adding field values to the initial comment on the ticket when it comes in through the back end, I created a target for each form that places an internal note on the ticket when it is created that includes the values of all of the form fields and then switches to the team's default form. I know this is not best practice at times, but I do not think this specific scenario creates a race situation as it can only fire when the ticket is created and the field values are already populated.
 
I was also able to streamline this comment dynamically using liquid markup by saying, only list this form if the condition on it appearing is satisfied. In this case it is a checkbox:

{% if ticket.ticket_field_321 contains 1 %}
**IP Ranges:** {{ticket.ticket_field_123}}
{% endif %}
 
It would be pretty sweet in the future if adding an internal comment was just a normal trigger action though.

View comment · Posted Dec 20, 2023 · Chris Gregory

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Chris Gregory commented,

Community comment Q&A - Help center and community

Ahmed Zaid

I figured it out last night. We were seeing this when previewing a theme before making it live. I didn't put together that the preview was displaying as an authenticated user. We don't make our guides visitors authenticate, and when I tried making the theme live, those two fields are no longer visible when viewing as a normal user.

 

 

View comment · Posted Dec 08, 2023 · Chris Gregory

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Chris Gregory commented,

Community comment Q&A - Help center and community

Ahmed Zaid

We have reasons in our instance to allow people to cc on tickets and want to keep that on. Hiding the field seems like the best option. Also, this box and the organization box only appear on this form and not any of our other forms… why is that?

View comment · Posted Dec 06, 2023 · Chris Gregory

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Chris Gregory created a post,

Post Q&A - Help center and community

For some reason on a new form, both a CC field and Organization field are both showing up. I cannot find a way to remove them in the admin center, but I would like to hide, at least the CC field. The below lines have disabled the field and hidden the label, but there is still a visible text box that cannot be edited and it looks like butt. How might I be able to hide this unsightly thing from my users? The field is contained in this snippet:

  • Add emails


  $('#request_collaborators_').hide(); // hide the CC button
  $('ul[data-hc-pills-container=true][tabindex=-1]').hide();
  $('.form-field label:contains("CC")').hide();

Posted Dec 04, 2023 · Chris Gregory

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Chris Gregory created a post,

Post Q&A - Tickets and email

I have a team with a macro that always references next year, and they have to manually go in there once a year and increment by 1. Is there a way to capture the current year, add one, and that macro is evergreen now?

Posted Nov 10, 2023 · Chris Gregory

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Chris Gregory commented,

CommentTicket automation and collaboration

With regard to the attachments functionality, once an agent adds file to a comment on a macro, is that stored on the Zendesk platform, or does the file need to remain static in the local directory at the point where it originally attached?

View comment · Posted Nov 01, 2023 · Chris Gregory

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Chris Gregory commented,

CommentExtending Zendesk

Hello,

When creating a url target, is it possible to authenticate the call through OAUTH at all? There are two fields for credentials in that target type. Is the API key supposed to go in the password field?

 

View comment · Posted Oct 30, 2023 · Chris Gregory

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