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Brandon D.

Joined Apr 07, 2022

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Last activity Nov 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Brandon D.

Brandon D. commented,

Community comment Feedback - Ticketing system (Support)

I wanted to chime in and say that I was actually searching online to see if this ability was possible using Zendesk and am happy I stumbled upon this post!

When my team used another ticketing system prior to switching to Zendesk they allowed the shortcut to be used for both macros and knowledge-base articles.

Any plans to expand this in the future so agents can type the name of an article and quickly insert a hyperlink into their response?

Thanks!

View comment · Posted Oct 21, 2022 · Brandon D.

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Brandon D. commented,

CommentSlack integration

Hey everyone, 

I've recently installed the Zendesk App within Slack and have been testing it for a few days. I'm only interested in getting slack notifications Upon Ticket Creation and this has worked for the majority of tickets we've received recently. 

However, I've started to realize that a handful of tickets are not making their way into Slack, even though I can see the default Slack App trigger firing in the event history. 

The common trend these tickets share is being created using the same Ticket Form through our Help Center and all being marked as High Priority (based on our triggers). 

To note, I've tested other Forms on the Submit a request page, and they work fine!
 
We also only have one group defined in our Zendesk instance, so it shouldn't be a configuration issue in Slack where the group was not selected.

Is there any reason why one particular form or priority level would be excluded like this?

TIA!  

View comment · Posted Aug 31, 2022 · Brandon D.

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Brandon D. commented,

CommentCustomer portal

Hi Ifra Saqlain

Thank you so much for your quick response and help. After using your first method, I noticed that the "Submit a request" text did change over to "Contact Us" per my Dynamic Content rule, however, when I select Japanese as the language, it would still translate to the default translation of:

リクエストを送信


I was expecting, per my DC it should have been translated to:

直接のお問合せ




Just to note and clarify, even without the script in place, when you change the language to Japanese "Submit a request" changes to: リクエストを送信

What finally worked was duplicating the code.

The top script references Submit a request, while the bottom references リクエストを送信



Submit a Request changed to Contact Us (English)

リクエストを送信 changed to 直接のお問合せ (Japanese)

View comment · Posted Jul 14, 2022 · Brandon D.

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Brandon D. commented,

CommentCustomer portal

I'm currently utilizing the method shared by Nick S. above and have implemented the following code:

  // translate 'submit a request' to 'contact us'
Array.prototype.forEach.call(document.querySelectorAll('a,h1,li'), function(a) {
if (a.textContent.includes("Submit a request")) {
a.textContent = 'Contact Us';
}
});


Does anyone know if it's possible to use dynamic content in addition to this? That way "Contact Us" can be translated when a different language is selected?

I see that Zendesk automatically provides a translation, but I'd like to alter the wording a bit.

Highlighted below, you can see the 3 different instances where "Contact Us" is being translated:


Ideally, looking for a solution where I can implement Dynamic Content via 1 singular script that will replace, and translate, anywhere it's being referenced. 

TIA!

View comment · Posted Jul 13, 2022 · Brandon D.

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Brandon D. commented,

CommentViewing and using dashboards

When viewing the Efficiency tab (or others) in the default Support Dashboard, are the data points representing total calendar hours or business hours based on a schedule?

I do have a schedule established, but didn't know if I needed to edit the default queries such as "First Reply Time Median" to ensure it's reflecting my business hours specifically. 

View comment · Posted Apr 07, 2022 · Brandon D.

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