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Kyle Kowalsky
Joined Jun 16, 2023
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Last activity Dec 13, 2024
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Latest activity by Kyle Kowalsky
Kyle Kowalsky created a post,
I'm hoping to get some guidance. We want to try to give people access to the articles they probably need, ideally before submitting a ticket, whether using the chatbot, suggested articles, email autoreplies, etc. The thing I'm getting hung up on though is recommending articles based on a specific tag or label without me manually entering each article I want to recommend.
Ideally, any of the following would work, but I haven't found anything to let me do roughly what I'm after:
- On the New Request page, specify suggested articles based on the specific request form (can't seem to find any way to tweak these suggestion settings)
- Using the conversation bots to recommend articles based on a tag (have to enter articles manually, and only 3 per step)
- Using conversation bots to link to a Guide search for the content tag (looks like this can be done, but I need to find the content_tag IDs manually to make the links, which is fine for 1 or 2 buttons, but we've got many more to do)
- Email autoreplies based on the form to include articles with a given tag/label
Does anyone have any idea how we could go about getting the results we're after?
Posted Dec 13, 2024 · Kyle Kowalsky
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Kyle Kowalsky created a post,
I'm trying to use Powershell to action on a webhook from Zendesk, and the code seems to be working with an incorrect result. I'm basing this all off of the article here, though obviously I've had to figure things out in Powershell based on the info from that page.
This is the code:
param
(
[Parameter(Mandatory=$false)]
[object] $WebhookData
)
$zenSignSecret = [System.Text.Encoding]::Default.GetBytes("[redacted]")
$zenSig64 = $WebhookData.RequestHeader.'X-Zendesk-Webhook-Signature'
$zenTimeStamp = $WebhookData.RequestHeader.'X-Zendesk-Webhook-Signature-Timestamp'.ToString()
write-output "Request Body: " $WebhookData.RequestBody.ToString()
write-output "Time Stamp: $zenTimeStamp"
write-output "Match to the original signature: " $zenSig64
$hmacsha = [System.Security.Cryptography.HMACSHA256]::new()
$hmacsha.Key = $zenSignSecret
$signatureBytes = $hmacsha.ComputeHash(
[System.Text.Encoding]::Default.GetBytes(
$zenTimeStamp +
$WebhookData.RequestBody
)
)
$signature = [Convert]::ToBase64String($signatureBytes)
write-output "Computed Signature: " $signature
This results in the following output:
Request Body:
{
"ticket": {
"id": 35436,
"priority": "high",
"status": "open",
"subject": "Help, my printer is on fire!",
"description": "The fire is very colorful.",
"tags": [
"enterprise",
"other_tag"
]
}
}
Time Stamp: 5/14/2024 8:21:11 AM
Match to the original signature:
kzkmxu8gYUKvY0V7DDCEbl2E/1bk/OHJ27X/kgUZU1Y=
Computed Signature:
ondHh8z8O1KthJmjtGZcPbaM1yl3puibG7mjkzydFYE=
I'm sure it's something silly, like the datatype of the variables or something, since the computed signature looks like it's created properly and it's just not the right value.
Posted May 14, 2024 · Kyle Kowalsky
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Kyle Kowalsky created a post,
Maybe I'm missing something, but I want to make a trigger so that anytime a specific user submits a ticket, I can action on that. For some reason, when I select Requester as a Condition, all I see are our Agent names, which isn't helpful.
Posted May 10, 2024 · Kyle Kowalsky
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Kyle Kowalsky commented,
Madison Hoffman that isn't quite what I was looking for, but that'll definitely come in handy. I was able to answer my own question here. Thanks!
View comment · Posted Mar 21, 2024 · Kyle Kowalsky
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Kyle Kowalsky commented,
Jakub Thanks for the reply! Our Help Center is private, but the edit actually has it working the way I need it. When the user first opens the form, Attachments is there, if they set the dropdown to No, Attachments gets hidden, and if they set the dropdown (back) to Yes, the Attachments makes sure that it's shown.
It's probably not the most effective or efficient method, but I'm alright with it for now.
View comment · Posted Mar 21, 2024 · Kyle Kowalsky
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Kyle Kowalsky created a post,
I'm trying to hide the Attachments options on a custom request form in Guide when a custom field dropdown is set to No, and leave the Attachments fields alone when it's set to Yes or not set. I've got the JS code to hide the Attachments bits, but I can't for the life of me figure out the correct if statement.
Fair warning, I'm not really familiar with JS, but I'm not new to coding. I've tried variations on the following, with no luck.:
if (document.querySelector('.request_custom_fields_24800067478036').value= "[custom field tag or custom field value]")
and
if ($('.request_custom_fields_24800067478036').value= "[custom field tag or custom field value]")
Any help is appreciated.
EDIT: I was able to find someone doing something similar, and found code that lead to this. Ideally I'd only need the first if, but looks like if they change between the two options, unless I have the second if the attachments won't come back. If anyone knows a better way to do this, please let me know, but this is working now.
$('#request_custom_fields_24800067478036').change(function(){
if ($(this).attr('value') == 'ecno_vetted_no') {
$('label[for=request-attachments]').hide();
$('#upload-dropzone').hide();
}
});
$('#request_custom_fields_24800067478036').change(function(){
if ($(this).attr('value') == 'ecno_vetted_yes') {
$('label[for=request-attachments]').show();
$('#upload-dropzone').show();
}
});
Edited Mar 20, 2024 · Kyle Kowalsky
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Kyle Kowalsky commented,
We have a custom field that's a dropdown containing "Yes" and "No". I'd like to hide the attachments section if that dropdown is set to "No", but I can't seem to figure out the right if statement. Does anyone know if this is possible?
View comment · Posted Mar 20, 2024 · Kyle Kowalsky
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Kyle Kowalsky commented,
Yeah I think I'm gonna try to go with the everyone necessary in every group (if only we could add groups to groups). I did look at Organizations but I'm thinking it's overkill for our setup and probably more hassle than it's worth and would introduce a different set of problems for us.
Though now I've got a new issue. How do I assign a ticket through a Trigger to an Agent through a specific group? Looks like you just get a choice to assign a name, or a group, whereas if I'm looking at a ticket, I choose a group, then choose the person.
View comment · Edited Jan 30, 2024 · Kyle Kowalsky
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Kyle Kowalsky commented,
My main problem that I'm running into with changing up the groups so that we can properly use light agents is how our department works:
Each school is assigned a field tech - 3 people, each in charge of a set of schools. Each school can have the field tech/agent and a light agent added to the school's group, so school ABC can have Adam the agent and Billy the light agent. Good so far.
The rest of our team is everywhere. For example, our network tech Cam handles all network issues at all schools. Most tickets sent to a school aren't anything Cam has to worry about. But, if Cam isn't in the group, we have to assign the ticket to Cam, and now the light agent can't see it since he's in a different group (separating our department into groups for "network", "server", "admin", and "support" helps us keep things a bit more organized though not sure we can keep it up if we want light agents).
Kinda wish I could assign a ticket to two groups or something but that doesn't quite work.
View comment · Edited Jan 30, 2024 · Kyle Kowalsky
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Kyle Kowalsky commented,
I hadn't considered Explore dashboards. I think our primary goal is to give users a contact at the school who they can talk to about their ticket (users can check their own tickets themselves, but they don't). I suspect the other features of light agents wouldn't get used often, so I'll dig into Explore Dashboards and see if I can't get something going there.
Stephan we're not on Enterprise so can you expand on what you mean as far as views? Are you talking in Support or is this within Explore? If Support, my understanding was that you need to be in the group for the ticket to see them even in views.
At the moment, I've started making new groups for the individual schools/sites to try to find any problems with this sort of setup, and I suspect I'll keep the departments groups and just rework our triggers. I don't think it'll cause a problem, but I definitely want to check out other options (especially an Explore Dashboard) so I can get more familiar with things.
View comment · Posted Jan 30, 2024 · Kyle Kowalsky
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