Tomas M. Parra

Hey there!

I've been having a problem with generating this report with Zendesk. No matter what I do, it keeps showing 0 for every month.

Let me give you some context: my goal is to track the percentage of tickets that have an article linked to them, but I want to exclude internal tickets from my own company.

It's super important for our company's policies that this percentage is higher than 30%. So, I really need a solution that lets me exclude internal tickets and calculate the percentage based on the remaining tickets that have linked or created articles.

We chose Zendesk as our tool for managing our KCS-based KB (Knowledge Base), and I'm sure there must be a way to generate this report. But no matter how hard I've looked, I couldn't find the settings or options in the Zendesk interface.

I would really appreciate your help and guidance in getting this sorted out. If there are any specific steps or configurations I need to follow, please let me know in detail.

Thanks so much!

Hello Tipene!
Sorry for not updating this matter sooner!
Yes, i was able to solve it.
The issue was that i gave Zendesk permission to access the repo from a test GH user (same organization) and apparently Zendesk only allows one OAuth connection.
As soon as I removed the OAuth coming from that user in GitHub OAuth section i was able to re-sync with the desired user. My bad.
Thanks for the follow up!!!

Hello, community! 

I'm trying to upload a Zendesk theme from GitHub. 

I tried many ways and the error is always the same:

The repository you tried to access could not be found. Check that you have written the URL correctly and that you have rights to access the repository.

To take into account: 

• The repo is private (I don't think it is realted, but I can make ut public if its needed so you can troubleshoot).
• This account is NOT an enterprise account. 
• I was able to clone the repo to my GitHub Desktop with no issues.
• The manifest json is present. 
• The repo is brand new and the branch is the main one. It doesn't work when specify it neither. 
• The theme is a custom version of Copenhagen theme, I didn't delete any files, just modified script.js, styles.css and some templates. 
• Zendesk is authorized to access this repo. 

I went through the troubleshooting guide from bottom to end and I just cannot get it right. 

Please If you could assist on this one it'd be great. 

Thanks so much!

T

Hello, community!
I'm customizing the Copenhagen theme. I added some Javascript, CSS and HTML to the files style.css, script.js, category_page.hbs and some other files. 
Is it safe, or do I have to create a child theme to prevent future updates from overwriting my changes?

Thanks!!

Hello @Ryan!
That worked great for me. Thanks so much!

By the way, your console says either something like "body.slice cannot be accessed" , or something like "body doesn't accept these parameters". 

Hello! 
I'm trying to add a snippet of each article's body underneath the articles' title in the category page. 
This is the code as is: 
<ul class="article-list">
                {{#each articles}}
                  <li class="article-list-item{{#if promoted}} article-promoted{{/if}}">
                    {{#if promoted}}
                      <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" class="icon-star" title="{{t 'promoted'}}">
                        <path fill="currentColor" d="M2.88 11.73c-.19 0-.39-.06-.55-.18a.938.938 0 01-.37-1.01l.8-3L.35 5.57a.938.938 0 01-.3-1.03c.12-.37.45-.63.85-.65L4 3.73 5.12.83c.14-.37.49-.61.88-.61s.74.24.88.6L8 3.73l3.11.17a.946.946 0 01.55 1.68L9.24 7.53l.8 3a.95.95 0 01-1.43 1.04L6 9.88l-2.61 1.69c-.16.1-.34.16-.51.16z"/>
                      </svg>
                    {{/if}}
                    <a href="{{url}}" class="article-list-link">{{title}}</a>
                    {{#if internal}}
                      <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" class="icon-lock" title="{{t 'internal'}}">
                        <rect width="12" height="9" x="2" y="7" fill="currentColor" rx="1" ry="1"/>
                        <path fill="none" stroke="currentColor" d="M4.5 7.5V4a3.5 3.5 0 017 0v3.5"/>
                      </svg>
                    {{/if}}
                  </li>
                {{/each}}
              </ul>

What I want is to add {{body}} underneath <a href="{{url}}" class="article-list-link">{{title}}</a> but I can only print the full article's body, which obviously breaks the whole layout. 

I tried many things like {{body.slice 0 50}} and more, but nothing seems to work. 

For the records: I am a developer, I have been through Zendesk documentation (Plus forums, stack overflow, your support, etc) and nothing seems to work. 
Can you give me a hand to achieve this? 

Thanks!