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Richard J

Joined Jul 20, 2023

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Last activity Feb 24, 2025

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ACTIVITY OVERVIEW

Latest activity by Richard J

Richard J commented,

Community comment Q&A - AI and automation

Hi mfg did you ever figure this one out? Or find a solution to getting something similar to bounce email notifications.

View comment · Posted Feb 03, 2025 · Richard J

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Richard J commented,

Community comment Discussion - Tips and best practices from the community

Yes Edward Teach we only use Google SSO so that is all I've tested with. We wanted logged in users to be able send feedback anonymously.

This is the important bit right

 

  fetch("/api/v2/users/me.json")
       .then(response => response.json())
       .then(data => {
         const csrfToken = data.user.authenticity_token;
         
         // Send feedback as a new Zendesk request (ticket)
         fetch("https://[subdomain].zendesk.com/api/v2/requests.json", {
           method: "POST",
           headers: {
             "X-CSRF-Token": csrfToken,
             "Content-Type": "application/json"
           },
           body: JSON.stringify({
             request: {
               subject: "Article Feedback",
               comment: { 
                 body: `Feedback for the article: ${articleUrl}\n\nComment:\n${comment}`,
               },
               requester: { name: "Anonymous User" }
             }
           })
         })

View comment · Edited Jan 30, 2025 · Richard J

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Richard J commented,

Community comment Discussion - Tips and best practices from the community

I've added this to our KB for signed in users if anyone is still looking to do it. It's explained here how you need to fetch the user token and send along with the request

 

https://developer.zendesk.com/documentation/help_center/help-center-api/secured-requests/#making-zendesk-api-requests-with-csrf-tokens

View comment · Edited Jan 29, 2025 · Richard J

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Richard J commented,

Community comment Feedback - Ticketing system (Support)

Chiming in ⌛️⌛️

View comment · Posted Jan 24, 2025 · Richard J

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Richard J created a post,

Post Feedback - Chat and Messaging (Chat)

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)

 

Request to make Dynamic Content usable in Messaging Triggers. Specifically the Action Send message to customer. This currently is affecting our ability to send messages to our customers in different languages. 

 

What problem do you see this solving? (1-2 sentences) 

 

We want to send a message to customers waiting for an agent, based on queue size. We can't do this because we can't make the message applicable to all languages. We would only currently be able to send it in 1 language.

 

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)

 

It happens on a daily basis that customers queue for an agent in messaging. We want to keep them informed.

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

 

There is no workaround, we can not provide multi-language support in Messaging Triggers. 

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

 

Enable Dynamic Content in Messaging Triggers so we could use it. Example - Actions / Send message to customer / message = {{dc.chat_wait_msg}} 

Posted Oct 24, 2024 · Richard J

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Richard J commented,

Community comment Feedback - Chat and Messaging (Chat)

Absolutely needed. Seems this functionality was available in Chat but lost in Messaging (or at least you could send messages if customer had waited x seconds). Request to be included in EAP please.

View comment · Posted Jun 26, 2024 · Richard J

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Richard J commented,

CommentRouting

Also interested in this queue logic setting for reassigned tickets Barry Neary 

 

But want to understand by default how a reopened + reassigned back-to-group ticket is prioritised versus a new and custom queued ticket.

View comment · Posted Jun 18, 2024 · Richard J

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Richard J commented,

CommentRouting

Hi Barry Neary is it possible to explain a bit clearer the question asked on this page by Rashed Ripon?

 

Does a reopened ticket always sit in the 'default queue', therefore it is at the bottom of priority if you have other custom queues (those queues will always be above the default queue)?

 

Struggling to understand the routing of New + Queued versus Reopened + Routable.

 

 

View comment · Posted Jun 12, 2024 · Richard J

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Richard J commented,

Community commentAnnouncements
  1. Echo that the search results are worse. If I search for Omnichannel why are 2 of the top 5 results about side conversations?
  2. If an article has more than 5 pages of comments, you can't see them - just blank or inaccessible

 

 

View comment · Posted Mar 28, 2024 · Richard J

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Richard J commented,

Community comment Feedback - Ticketing system (Support)

And here

View comment · Posted Mar 26, 2024 · Richard J

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