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Joined Aug 17, 2023

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Last activity Nov 26, 2024

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ACTIVITY OVERVIEW

Latest activity by B

B created a post,

Post Q&A - Reporting and analytics

We're currently using On-Hold Time as our main metric when it comes to measuring how fast our internal teams are responding.

 

Currently, the On-Hold Time metric counts the cumulative time a ticket has spent in the On-Hold status.

 

We want to obtain the average difference in the intervals of the responses from our internal teams (through agent comments (either public or private)). How can we do this?

 

Thank you for your support!

Posted Nov 26, 2024 · B

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B commented,

Community commentZendesk AI EAP - Generative AI

Hey Jakub Konik , thanks, hoping for a quick solution here.

We found out that the generative AI works when the Require Sign-In option in our Help Center is disabled AND if the article is visible to everyone. 

This is not ideal since we require our employees to sign-in to access the Help Center, and some articles are only visible to a certain user segment.

View comment · Posted Jun 04, 2024 · B

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B commented,

Community commentZendesk AI EAP - Generative AI

Thanks Sami!

 

Although we're already using Google as a log-in method so I am not sure how to proceed here. Appreciate your response!

View comment · Posted May 24, 2024 · B

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B commented,

Community commentZendesk AI EAP - Generative AI

We are experiencing the same issue. 

 

Tried two different workspaces with two different messaging channels and two different bots. Same outcome. Reply defaults to “Sorry, I do not have the answer to your question”.

View comment · Posted May 23, 2024 · B

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B commented,

Community comment Discussion - Tips and best practices from the community

Hi, Trapta Singh!

We also tried that one but still does not work.

We're not receiving any errors but there is nothing that's filled out in our description field.

View comment · Posted Nov 20, 2023 · B

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B commented,

Community comment Discussion - Tips and best practices from the community

Hey Trapta Singh

Thanks for getting back to me.

I indeed got a console error tinymce is undefined

I believe the problem is with the request description line, the normal code:

    $('#request_description').val("Test").change();

does not work because the change function do not work on rich text editors (which Zendesk currently has)

I can confirm that the conditions are working fine since the subject field is auto-populated.

View comment · Posted Nov 20, 2023 · B

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B commented,

Community comment Discussion - Tips and best practices from the community

Hi, Trapta!

We tried this with this code:

$(document).ready(function() {
var fieldID = '7603499055631'; // replace with your custom field ID
  // Set the value of the selected dropdown option to a variable
  $('#request_custom_fields_7603499055631').change(function() {
      var category = $(this).val(); // Get the selected option's value when it changes
      // Compare the selected option's value
      if (category == 'tools__mdm') {
    $('#request_subject').val("Issue Encountered: XXXX").change();
tinymce.get("request_description").setContent("

Test

");
      }
    })
  });

But unfortunately, this does not work.

The subject is filled out but the description is not, any ideas?

View comment · Edited Nov 20, 2023 · B

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B commented,

CommentUsing themes and customizing your Help Center

Hey, all!

We're trying to auto-populate the request description when a certain custom field value is selected, here's how our current code looks like now:

$(document).ready(function() {
  var fieldID = '7603499055631'; // replace with custom field ID
  var ticketForm = location.search.split('ticket_form_id=')[1];

  if(ticketForm == '7752126072207') { // replace with your actual form ID
    $('#request_custom_fields_' + fieldID).change(function () {
      var selectedOption = $(this).val();
      
      switch(selectedOption) {
        case 'tools__mdm':
          $("#request_subject").val("Issue encountered: XXXX");
          $('#request_description').val("There is a new product registration.");
          break;
        // Add more case statements for other options
        default:
          $("#request_subject").val("");
          $("#request_description").val("");
      }
    });
  }
});

So far, the subject field is being auto-populated but the description field is not, any idea on why this is the case?

View comment · Posted Nov 14, 2023 · B

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B created a post,

Post Q&A - Help center and community

Hi! We're using Suite Growth's Copenhagen theme for our Knowledge Center.

We want to customize the Copenhagen theme to better fit our needs and wants. Our main question is, will customizing or editing the code of the Copenhagen theme affect the Guide dashboard for Zendesk Explore?

How can we make sure that we can still gather insights for our Knowledge Center even if we're customizing the Copenhagen theme? Thanks a lot!

Edited Aug 17, 2023 · B

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