Recent searches


No recent searches

Thomas Foley's Avatar

Thomas Foley

Joined Oct 28, 2021

·

Last activity Mar 31, 2023

Following

0

Followers

0

Total activity

9

Votes

0

Subscriptions

4

ACTIVITY OVERVIEW

Latest activity by Thomas Foley

Thomas Foley commented,

CommentWorking with articles in the knowledge base

Jane.

For alignment, three different classes (.align-left, alight-right, .align-center) that I apply using either

or in the article code. A bit ackward, but workds.

For wrapping, I really don't have a clue. I have actually messed with using tables, but that is a lot of manual effort and there are issues depending on the display resolution of the browser window.

To have the ability to make a picture bigger, I added the following to our style sheet:

.collapsed img {
  border: none;
  box-shadow: 0 .5em .5em 0 #202020;
}

img.collapsed:hover {
  -ms-transform: scale(2); /* IE 9 */
  -webkit-transform: scale(2); /* Safari 3-8 */
  transform: scale(1.75); 
  transform-origin: left top; 
}

When I insert an image, I edit the html code to be:

...where width and height are smaller versions of the original image. When I hover over the image, it transforms to the scale I set in the stylesheet (i.e., 1.75 times the displayed image). The top-left corner is anchored, and the image expands down and to the right.

There is all sorts of stuff you can do with transform, so it is something worth taking a look at.

For ZENDESK FOLKS, it would be nice if the article editor would actually look at our stylesheets and allow us to choose the class to use for an html tag from a drop-down of available classes. Right now, all I see is Paragraph, Heading 1, Heading 2, Heading 3, and Heading 4. Couldn't the lookup show me all the styles from the stylesheet in the order they appear and be sensitive to my cursor location, for example:

  • If I am in a paragraph with no selected text, I would see all paragraph-level classes.
  • If I have selected text, I see all text-level classes.
  • If I have selected an image, I see all image classes.
  • If I am in a cell on a table, I see all classes.
  • etc...

They should be listed in the order they appear in the style sheet, which allows me to modify the list to put my most used ones at the top.

View comment · Posted Mar 31, 2023 · Thomas Foley

0

Followers

0

Votes

0

Comments


Thomas Foley commented,

CommentSetting up Zendesk Guide

We have the same issue, but now I have a better understanding on the ramifications after talking with one of our lead developers and compliance officer (I'm paraphrasing here a bit).

To be ISO compliant, you can't pass login credentials from one server to another server that is not inside the same domain (again, paraphrasing).

Zendesk runs on their servers, our applications run on ours (and our Mobile App). We can't pass along user credentials from ours to theirs to access our help system and remaining ISO compliant. Kinda makes sense.

So, here was our solution:

  1. We made sure all our proprietary content was for Signed In Users (easy to do with Manage Articles and bulk updating). For sensitive content, we make sure we use Agents and Admins to keep it internal.
  2. We removed the requirement for signing into the guide.
  3. We made one page for Everyone that welcomes them and then gives them a link to Sign In/Register.
  4. Once they go through the registration process, they have access to the Signed In User content. Most of our customers save their credentials in their browser to auto-fill next time they come in. So far, no complaints.

This approach does mean you really have to watch the "Visible To" field on all your articles, but you can bulk check that pretty easy, too (I do this at the end of each day).

One interesting side effect of all this, is that we did discover we had content we want to publish that didn't really need any kind of security -- marketing/sales type stuff that was once hosted elsewhere. It is kinda nice to have everything in one place.

Oh, and we did add another guide (you can have up to 5 on most Zendesk suites, I think) that still requires login. This is, in fact, for internal use only. We modified the templates for that guide so the contents is only visible to Staff. All others who attempt to access it get pushed to the public guide.

View comment · Posted Feb 28, 2023 · Thomas Foley

0

Followers

2

Votes

0

Comments


Thomas Foley commented,

CommentWorking with articles in the knowledge base

We have some images that we use in multiple articles. To make this happen, I usually write the first article, upload the image to that article, and then copy its tag to the other documents. This seems to work fine.

The problem comes if I need to change an image. I would like to update the original and have the updated version used in the other articles.

In Theme:Assets, there is a menu that gives the option of Replace or Delete. Replace works great because it basically overwrites the existing image with a replacement that is then used everywhere.

In Article:Images, there is only the option of Delete. Is there a way to replace the existing image with a new version?

Right now, I just upload the new image into the original article, use Source code to copy the ID from the new version, and then use Source code in each file where the image exists, replacing the old ID with the new one -- the filename remains the same. It doesn't always work well because I miss some places where the image was used.

Suggestions would be great. Just being to use something like FTP to access those images and upload/overwrite with replacements would be a huge improvement.

View comment · Edited Feb 21, 2022 · Thomas Foley

0

Followers

0

Votes

0

Comments


Thomas Foley commented,

CommentSetting up Zendesk Guide

View comment · Posted Nov 02, 2021 · Thomas Foley

0

Followers

0

Votes

0

Comments


Thomas Foley commented,

CommentSetting up Zendesk Guide

I am adding some messages to the templates (e.g., home_page.hbs) and I want to control who can see them:

  • Message1 visible only to agents/admins.
  • Message2 visible only to signed-in users, not agents.
  • Message3 visible only to users who are not signed in.
  • Message4 visible to everyone (that one is easy).

I found {{signed_in}} and implemented it as follows {{#if signed_in}}Message1{{else}}Message2{{/if}} and got the results I expected:

  • Message1 is visible to signed in users, including Agents.
  • Message2 is visible to all users who are not logged in..

I can't find a way to separate signed_in into two groups like they are in Articles -- Agents and admins and Signed-in users.  I would then be able to do something like this:

{{#if agent}}Message1{{else}}{{#if signed_in}}Message2{{else}}Message3{{/if}}{{/if}}Message4.

Any thoughts?

View comment · Posted Oct 28, 2021 · Thomas Foley

0

Followers

0

Votes

0

Comments