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Nikki

Joined Nov 30, 2021

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Nikki

Nikki commented,

CommentTicket management

Charles Perkins - I don't know anything about the Outlook plugin, but regarding the system field "Type" I know that it can be hidden from a form. The ticket field itself is system-generated and can't be 100% edited but you do not have to include it in every form. Check your Ticket Forms in Admin Center, here:

 

 

In one of my forms, I kept Type over in the right-hand side for fields not included in that form.

 

I don't understand why your agents can see the type up near the ticket number. Mine doesn't show there. I may be way off since you mention it showing there but not being editable. Just sharing with you the info I know! :) 

View comment · Posted Dec 27, 2022 · Nikki

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Nikki created a post,

Post Feedback - Chat and Messaging (Chat)

Feature Request Summary: 

Zendesk Chat should let you create a Proactive Chat trigger that will send a message to the visitor, even if all agents are offline. (Currently, the trigger will let you use the "offline" status to run other actions but NOT to send a message.)

Description/Use Cases: 

I use Proactive Chats after each deployment to inform visitors of new features applicable to the page that they're on. I want the visitors to see these messages even when we're not online.

I do have release notes in a separate ZD article, but most users don't go there to keep updated. 

Business impact of limitation or missing feature:

These proactive chat messages only go out when we're online. I'm the only agent currently, so there is a lot of time when people might be on the site and NOT get the important info about changes to the page they're on.

Posted Dec 19, 2022 · Nikki

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Nikki created a post,

Post Q&A - Chat, messaging, and widgets

For myself and most people I've spoken with, the chat widget appears immediately or within a few seconds of loading our webpage.

However, one of my coworkers reports that she has to hover over the bottom right corner before the widget will show. The Zendesk support team asked me to have her update her browser (Chrome) and disable any extensions. She did update Chrome, and it's still not working. She's not interested in further troubleshooting with me on it, but I believe there might be a bug and I'm just posting the topic so that if others are seeing the same thing, they can chime in and possibly identify the cause. 

Posted Oct 26, 2022 · Nikki

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Nikki commented,

CommentTicket management

In order to do tech troubleshooting, I'd like to be able to see which browser & OS the user was on when they submitted their ticket.

In events, it shows a browser type & version, but why does it show multiple browsers? How come it can't identify which browser the ticket was actually submitted from? 

As in your example in the article:

View comment · Posted Oct 24, 2022 · Nikki

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Nikki commented,

CommentConfiguring the Chat widget

For me, and several others I've checked with, our help bubble/widget appears instantly or within a few seconds. But for one of my coworkers, it doesn't appear until she hovers over the corner. She & I are both using macs & both on Chrome. Do you know what could be the cause?

View comment · Posted Oct 20, 2022 · Nikki

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Nikki commented,

CommentSetting up Zendesk Chat

For

Visitor Page URL contains

does this consider every single part of the URL? Or only the base part?

Example:

https://qademo.timestudy.co/Admin/AccessRights.aspx?id=45#step=5

Can I trigger a proactive chat based on either "Admin" or "AccessRights" or "step=5" ? 

Can I trigger based on "AccessRights.aspx" and have it NOT trigger at the URL containing "AccessRightsTest" ? 

Thanks! 

View comment · Posted Sep 19, 2022 · Nikki

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Nikki commented,

CommentSetting up Zendesk Chat

For Goal URLs using "equals" can we use a wildcard character?

And/or will it still count url matches if there's a parameter at the end of the URL?

example: www.blahblah.timestudy.co/Admin/trackedpage.aspx?id=49

I want to track the page no matter which id is at the end there. Is that possible? 

 

As a workaround, I have sometimes used the URL "contains" but I ran into problems when I wanted to track two pages ones that were like:

  • trackedpage
  • trackedpages

It appeared that the conversions for trackedpage was also including those for trackedpages (which makes sense and I predicted, no problem there)

I also tried using "contains" trackedpage.aspx 

but I think the . broke the string and it still couldn't track this separately from trackedpages.

 

Thank! 

View comment · Posted Sep 14, 2022 · Nikki

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Nikki commented,

CommentUsing themes and customizing your Help Center

It looks like the theme I have selected ("Role Theme") doesn't have a button for edit code. When I try to Customize other themes, I do see the "edit code" button. Could you confirm that it's just a limitation of this theme, and not something else? 

 

Edit: I looked at the theme's developer page and I see that others have the same problem. Rather than delete my comment here, I'll leave it for others to see. Some themes just won't let you edit the code, apparently.

View comment · Edited Jul 27, 2022 · Nikki

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Nikki commented,

Community comment Feedback - Chat and Messaging (Chat)

Thanks for the advice. I'll look into Messaging, especially once proactive messaging is available.

View comment · Posted Jun 30, 2022 · Nikki

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Nikki commented,

Community comment Feedback - Chat and Messaging (Chat)

Thanks for the ideas. At first glance, authenticated visitors might be the best solution, but we're not likely to move that direction right now. I was looking for a solution that I could handle myself without involving my development team. 

Messaging might be something for me to consider after proactive messaging is available.

View comment · Posted Jun 30, 2022 · Nikki

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