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Mark

Joined Oct 24, 2022

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Last activity Jan 08, 2025

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ACTIVITY OVERVIEW

Latest activity by Mark

Mark commented,

Community commentZendesk EAP - Article Multiplacement

We have an issue where even when we have created translated pages in our HC for articles, the Placement section still displays “Missing translations”.  And when trying to view the page in the HC and switching the language from EN to FR, we get a “Oops…. page missing” message.

 

View comment · Posted Nov 01, 2024 · Mark

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Mark commented,

Community comment Q&A - Help center and community

Any other ideas what could be the cause?

View comment · Posted Mar 08, 2024 · Mark

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Mark commented,

Community comment Q&A - Help center and community

Thanks, but the user's browser is set to French also.

View comment · Posted Feb 29, 2024 · Mark

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Mark created a post,

Post Q&A - Help center and community

Hey,

We've configured our HC with multiple language support (English and FR-Canada), however when agents who have FR-Canada in their user profile as the default language visit the HC, they get English as the default language unless they switch it at the bottom.  That happens even with the link ends with just /hc instead of /hc/en-us

Shouldn't this be detecting the user's default profile and switching accordingly?

thanks

Posted Feb 29, 2024 · Mark

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Mark commented,

CommentHow to solve issues with the email channel

Are there any 3rd party tools that can accomplish the creation of a new ticket based on certain conditions?  I was looking into creating a Trigger that would detect a certain text in the reply body, and if it exists, make a new ticket from it.

View comment · Posted Feb 02, 2024 · Mark

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Mark commented,

CommentHow to customize the theme of the help center

One thing I would add, Brandon Tidd, is that this method does not work so reliably.  Due to a bug in ZenDesk, if you submit a ticket form with errors (mandatory field not filled out, etc.), the page will refresh with the current form open, but the URL will change - it will no longer display the form ID in the URL, and your JS code will be useless.

The only workaround I have found so far is to detect for a particular field on the page, rather than using "ticket_form_id=", and if that field exists, then run whatever conditions you want.  Of course, you would need to make this "special field" and only use it on the form you need it on, and then perhaps hide it with JS, but otherwise you will have unreliable JS.  Try it out yourself if you don't believe me :)

View comment · Posted Feb 02, 2024 · Mark

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Mark commented,

CommentHow to solve issues with the email channel

Is there anything that can be done to force new tickets even when the headers are the same in a ticket?

We are getting emails from people who like to reply to their old emails or forward them instead of creating a new one, and this adds it as a reply to an existing ticket, instead of a new one, and issues are getting missed by our agents that needed to have been triaged.

View comment · Posted Jan 24, 2024 · Mark

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Mark commented,

CommentUsing themes and customizing your Help Center

Is it possible to use Javascript/jQuery on Agent-only forms, or only on the HC side (for end users)?  I tried running some javascript and seeing the result on the Agent side, but it didn't execute.

View comment · Posted Jan 08, 2024 · Mark

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Mark commented,

CommentWorking with articles in the knowledge base

Is it possible to create a Content Block, or an entire article, that appears in more than one Help Center?  Since we have multiple HC / Brands in our instance and we want to show the same article in multiple ones... it would be good to avoid having to copy it and then maintain two identical copies.

View comment · Posted Jan 03, 2024 · Mark

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Mark commented,

Community comment Q&A - Tickets and email

Thanks guys, I will check these soon and let you know :)

View comment · Posted Dec 06, 2023 · Mark

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