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Hannah Lucid
Joined Nov 30, 2022
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Last activity Mar 10, 2025
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Latest activity by Hannah Lucid
Hannah Lucid commented,
Hello! Is this going to be a planned update in the future?
View comment · Posted Mar 05, 2025 · Hannah Lucid
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Hannah Lucid commented,
Hi Team,
I think we also need to add in the ability to select SLA Targets. We have teams who want Views for specific SLA targets (such as First Reply). This allows team leaders to identify and address SLA breaches in ‘real time’.
View comment · Posted Mar 03, 2025 · Hannah Lucid
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Hannah Lucid commented,
Hi Team,
We are wanting to build some views for our groups around Breached SLAs, but are wanting to do this by the SLA Target (First Reply, Full Resolution, Requester Wait Time, etc). Is this possible or is this on the roadmap? I tried searching through the community forums but didn't find anything similar.
View comment · Posted Mar 03, 2025 · Hannah Lucid
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Hannah Lucid commented,
I would like to mimic Almog Zamir's statement. We need the ability to report on Time Spent in Statuses, both system and custom, in Business Hours. Is there anything on the roadmap for this?
View comment · Posted Jan 23, 2025 · Hannah Lucid
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Hannah Lucid commented,
+1 - We should be able to report on Custom Statuses in Business Hours, or any status in Business Hours to be honest. Whether this is completed by filtering by a system schedule or some other way, please implement this. Reporting will be elevated and you'll make a league of us happy.
View comment · Posted Jan 23, 2025 · Hannah Lucid
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Hannah Lucid commented,
Bumping this thread to see if anyone can help! :)
View comment · Posted Dec 20, 2024 · Hannah Lucid
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Hannah Lucid created a post,
Hi there,
We are looking for a way to add in a ‘disclaimer’ box that only appears on a specific form. I found this article which gives a code, but it isn't for a specific form. My coding knowledge is limited, so I was really hoping someone on here might know the answer?
This is the current code I have on the new_request_page.hbs page:
<script type="text/javascript">
(function() {
"use strict";
var getFormId = function() {
var formSelectField = document.getElementById('request_issue_type_select');
if (formSelectField && formSelectField.value !== '-') {
return formSelectField.value;
}
return null;
};
var formId = getFormId();
if (formId = 31682700836123) {
var disclaimer = document.getElementById('disclaimer-' + formId);
if (disclaimer) {
var itemToInsertBefore = document.querySelector('form footer input[type="submit"]');
itemToInsertBefore.parentNode.insertBefore(disclaimer, itemToInsertBefore);
disclaimer.style.display = 'block';
}
}
})();
</script>
<div id="disclaimer-31682700836123" class="note" style="display: block;">
<h1>General Ordering Notes</h1>
<body>Once the quote has been submitted, our procurement team will produce a quote. The quote will be sent to the RM for approval, as they are the only team members who can approve quotes per RPM standard processes.
All order requests will require a VALID PO or WTN in order to process the order. We will not be able to process the quote if anything but a valid PO or WTN is provided. Quotes signed with an email, an "approved", a date, or anything else that does not represent a PO will not be approved. <br><br>
<b>PLEASE READ:</b>
Docks and peripherals are only certified to be compatible with the computers listed here. If you need a peripheral for an existing machine, please note that here and include your computer brand, and serial number. We may need to contact you directly to clarify your request and get more compatibility information before ordering. If placing an order for Microsoft Office licenses, they are purchased per PC. Please also note that Integris does not own that license key/account, this is managed on the property level.
</body>
</div>
It looks like this:
However, this shows up for ALL forms, not the specific one we'd like this for.
I've tried adding the code:
if (window.location.href.indexOf('ticket_form_id='31682700836123') > -1) {
$('.form-disclaimer').show();
}
but this doesn't work on the new_request_page.hbs code.
Thank you in advance!
Ifra Saqlain tagged as you're a wizard with this kind of coding.
Edited Dec 09, 2024 · Hannah Lucid
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Hannah Lucid commented,
I noticed this article says that it is planned but it's related to content blocks. Is there a feature planned to allow us to clone/duplicate articles? Maybe an agent likes the formatting they used or the first handful of steps are the same for a new process they are documenting. Thank you!
View comment · Posted Dec 09, 2024 · Hannah Lucid
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Hannah Lucid commented,
Hello! I'm trying out article templates again after having a prior mishap. I followed the directions of this article to create the template and added the tag, but when I go to create a new article or edit an existing article to add the template, I don't see a drop-down for this. Is that normal? Did I do something wrong?
View comment · Posted Nov 20, 2024 · Hannah Lucid
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Hannah Lucid created a post,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I believe that all Zendesk customers have been affected by their inability to access form conditions directly in the edit form view. This issue is inconvenient and a waste of time, as users must exit the edit form page, locate the form, and then click on edit conditions.
What problem do you see this solving? (1-2 sentences)
Convenience, Accessibility, Time Saver
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem is encountered daily.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Not at this time.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
See mock-up below:
Edited Nov 18, 2024 · Hannah Lucid
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