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Jérémy

Joined Sep 30, 2022

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Last activity Jan 17, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Jérémy

Jérémy commented,

Community comment Feedback - Help Center (Guide)

Hi Mathilde,

 

We are happy to report these locales have now been added to our platform!

 

Let us know if you encounter any issue. Thank you!

View comment · Posted Jan 17, 2025 · Jérémy

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Jérémy commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi everyone,

This external resource has proven to be enlightening for many customers trying to work around this limitation in the past so I'd like to mention it here just in case it could help someone finding this thread while we are working on unifying authentication processes.

It provides a snippet on how one may approach implementing Messaging authentication in the help center theme.

View comment · Edited Oct 24, 2024 · Jérémy

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Jérémy created an article,

ArticleHelp with support and ticketing

Question

I'm using omnichannel routing (OCR), but I don't want to route chat and messaging tickets. How can I avoid routing those tickets?

Answer

Preventing all chat and messaging tickets from being routed

If you don't want to route chat and messaging tickets at all, choose one of these methods:

Then, create a view or another process for tracking and resolving the messaging and live chat tickets you excluded from omnichannel routing.

Preventing some tickets from being routed

If you want omnichannel routing to route some chat or messaging tickets but not all of them, configure a capacity greater than 0 for the channel. Then, follow one of these options:

On Professional plans and above

Use skills to control which messaging and chat tickets omnichannel routing routes. With this approach, messaging tickets will still enter the omnichannel routing queue, but those with a required skill that no agent has can't be assigned by omnichannel routing.

  1. Turn on skill-based routing in your omnichannel routing configuration
  2. Create a skill but don't assign it to any agents
  3. Create one or more triggers
    • Add Conditions to define the tickets you don't want omnichannel routing to assign to agents.
    • Under Actions, configure the Ticket > Add skills or Ticket > Set skills actions to assign the skill that isn't assigned to any agents. Make sure to mark the skill as Required so that it isn't affected by the skills timeout.
      Action.png
  4. Create a view or some other process for tracking and resolving the messaging and live chat tickets that you excluded from omnichannel routing

On all plans

Use groups with no agents to prevent omnichannel routing from assigning tickets. With the standard routing queue, omnichannel routing can assign tickets only to an agent in the group specified in the ticket's Group field. If the group contains no agents, tickets assigned to this group remain in the queue and won't be assigned by omnichannel routing.

  1. Create a group but don't add any agents to it
  2. Create one or more triggers
    • Add Conditions to define the tickets you don't want omnichannel routing to assign to agents
    • Under Actions, configure the Ticket > Group action to assign the group without any agents
      Action.png
  3. Create a view or some other process for tracking and resolving the messaging and live chat tickets that you excluded from omnichannel routing

Edited Dec 18, 2024 · Jérémy

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Jérémy commented,

Community comment Q&A - Help center and community

Hi Dustin Swayne 

 

I believe the issue with this approach is exactly that:

 

When I use the following it shows another calendar and doesn't effect te popup calendar

 

To work around the problem while still using the method Ifra suggested, here is how you could potentially make it work:

 

$(document).ready(function() {
	$(".datepicker").remove();
	let myCustomDatePicker = ''
	$("#request_custom_fields_XYZ_label").after(myCustomDatePicker);
	$("#myCustomId").datepicker({minDate: +0, maxDate: +60, altField: "#request_custom_fields_XYZ", altFormat: "yy-mm-dd"});
	$("#myCustomId").on("change", function() {
		$("#myCustomId").datepicker("option", "dateFormat", "MM d, yy");
	});
});	

 

The idea is to completely get rid of the native field (be mindful of which element(s) you remove - I only had 1 date field in the form when testing) and create your own custom one while replicating the logic that makes it sync to the backend (as a bonus, you can even choose the way it displays in the field after a selection).

 

You can add some extra logic to check for a specific form, etc… if needed.

 

Of course, remember to:

  • Import jQuery and jQuery UI
  • Style the new field (the jQuery UI stylesheet does the trick)

 

I hope that helps!

View comment · Edited Jun 17, 2024 · Jérémy

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Jérémy commented,

Community comment Feedback - Admin Center

Hi everyone,

 

Thank you for reporting this issue and contributing to its visibility!

 

Our developers identified the root of the problem and fixed it earlier today. Unfortunately, another update didn't go as planned and lead to this behavior, so it was reverted.

 

We apologize for the inconveniences caused.

View comment · Posted May 14, 2024 · Jérémy

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Jérémy created an article,

ArticleHelp with support and ticketing

Issue symptoms

When I try to turn on omnichannel routing, the error Invalid settings appears.

Resolution steps

This error usually appears if the routing tag you are trying to set up for email tickets is already in use somewhere else in the account, such as in a ticket field, a macro or a business rule. Use a new tag before you try to turn on omnichannel routing again.

For more information, see these articles:

Edited Jan 12, 2024 · Jérémy

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Jérémy created an article,

ArticleHelp with help center

Question

Why is the breadcrumb of my help center not showing the category in some locales?

Answer

Check to see if there is only one category available for the same locale. For categories to exist, you must have published translations for the locale in question. If there is only one category available for a locale, the breadcrumb will not display. This is to facilitate help centers that don't use the category layer, but only include sections nested inside the same category.

For more information, see this article: Organizing knowledge base content in categories and sections

Edited Sep 06, 2023 · Jérémy

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Jérémy created an article,

ArticleHelp with help center

Issue symptoms

When I try to import a Guide theme, I get the following error: Failed to import theme. The property ‘#/settings/X/variables/X’ of type object did not match any of the required schemas.

Resolution steps

There are several potential causes for this error to appear when importing a Guide theme. The error essentially indicates that there is a problem with a variable inside the setting. See the examples below for common variable errors and how to resolve them.

Example 1

The variable below returns the error The property '#/settings/3/variables/0' of type object did not match any of the required schemas when importing the Guide theme.

{
"identifier": "prevent-style",
"type": "file",
"description": "styles_group_guide",
"label": "custom_guide_prevent"
},

In this example, the message '#/settings/3/variables/0' indicates a problem with the variable with index 0 inside the setting with index 3.

The identifier property is limited to 30 characters and consist of only alphanumeric characters and _ (underscore) characters. To fix the issue, use an identifier with an _ (underscore) instead of a - (dash). If you change prevent-style to prevent_style in the variable above, this will remove the error.

Example 2

The variable below returns the error The property '#/settings/10/variables/1' of type object did not match any of the required schemas when importing the Guide theme.

{
"identifier": "country_fieldId",
"type": "text",
"description": "country_fieldId_description",
"label": "country_fieldId_label",
"value": "360033214456"
}

In this example, the error appears because an identifier cannot have capital letters. If you change the identifier to remove the capital letter character in country_fieldId_label , this will remove the error.

Example 3

The variable below returns the error The property '#/settings/1/variables/5' of type object did not match any of the required schemas when importing the Guide theme.

{
"identifier": "community_new_post_button_color", "type": "color", "description": "colors_community_new_post_button_description", "label": "colors_community_new_post_button_label", "value": "#C7742C" },

In this example, the error appears because the identifier contains more than 30 characters. Change the identifier to a name that contains less than 30 characters to remove the error.

For more information on importing Guide themes, see the article: Customizing the settings panel.

Edited Jun 09, 2023 · Jérémy

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Jérémy commented,

CommentNouveautés Zendesk
À ma connaissance, nous n'avons aucune fonctionnalité prévue qui vous permettrait d'obtenir le niveau de détails souhaité. Cela relèverait presque d'une solution dédiée au pointage à ce stade, ce qui n'est pas forcément l'objectif premier de notre solution.
 
Si ce n'est pas déjà le cas, vous pourriez éventuellement intégrer une tel outil externe directement dans l'UI des agents via une application personnalisée - qui pourrait faire en sorte de changer le statut des agents au moment où ils sélectionnent une activité différente (notre EAP permettra sans doute ce genre d'intégrations de façon généralisée une fois qu'il sera devenu public).
 

View comment · Posted Feb 17, 2023 · Jérémy

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Jérémy commented,

CommentNouveautés Zendesk
Bonjour Denis,
 
À l'heure actuelle, le statut des agents peut être obtenu en temps réel (sur certains produits) mais pas de façon historique via Explore.
 
Voici quelques pistes à ce sujet:
  • Talk
  • Dashboard temps réel (Explore - en fonction de votre plan)
  • Nous avons également un EAP en cours pour l'accès au statut des agents en temps réel via notre API
 
Je sais toutefois que nos équipes travaillent en parallèle à rendre ces données accessibles de façon historique (pour Talk du moins), je vous invite à suivre ce post si cette fonctionnalité vous intéresse.

View comment · Posted Feb 17, 2023 · Jérémy

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