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Johnny

Joined Aug 09, 2023

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Last activity Dec 23, 2024

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ACTIVITY OVERVIEW

Latest activity by Johnny

Johnny commented,

CommentCustomer management and profiles

Jennifer Rowe Can we hide or deactivate the default 'All customers' list instead of deleting it?

View comment · Posted Dec 18, 2024 · Johnny

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Johnny commented,

Community comment Q&A - Reporting and analytics

+1 We'd love to see the ability to track FRT after a ticket is assigned to a new group.

View comment · Posted Dec 18, 2024 · Johnny

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Johnny created a post,

Post Q&A - Help center and community

Hello,
 

We're encountering an issue with the new request list page in Zendesk. On the old request list page, we could easily edit and rearrange columns, example: moving the ID column to the first position and the subject column to the second. However, we’re unable to do this with the new request list page.

Has anyone else experienced this issue? Is there a workaround or a different approach we should be using to edit columns on the new page?
 

Any insights or suggestions would be greatly appreciated!
 

Thanks in advance for your help.

 

Posted Aug 19, 2024 · Johnny

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Johnny created a post,

Post Q&A - Help center and community

How can I create a landing page with an FAQ section in accordion style, similar to the Zendesk article [https://support.zendesk.com/hc/en-us/community/posts/4408860552730-Tip-Collapsible-headers-in-articles-or-templates-accordions], where the accordion functionality typically works within Zendesk articles but not directly on the landing page? I'm exploring options to implement this accordion style within the Categories/Articles section to collapse and hide content on the landing page itself. 

For example, selecting "FAQ" should collapse to display the articles within the same page itself, without opening in a new page. Would this require custom coding, or is there another approach to achieve this?

 

Posted Jul 03, 2024 · Johnny

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Johnny commented,

Community comment Developer - Zendesk APIs

Hi Greg Katechis, can you help? Currently, tickets created via messaging lack an option to switch back to email. While I see Zendesk implementing this feature as a temporary workaround, is it feasible to automatically update all tickets logged via messaging to the email channel using the API?

 

 

 

View comment · Posted Jan 18, 2024 · Johnny

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Johnny commented,

Community comment Developer - Zendesk Apps Framework (ZAF)

Hey Anton, thanks, I've already enabled auto-translation for all supported languages. When applying the following code in the IDE, it seamlessly translates both standard responses and bot workflows for all supported languages:

View comment · Posted Jan 17, 2024 · Johnny

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Johnny commented,

Community comment Developer - Zendesk Apps Framework (ZAF)

Hey Anton, 

Thank you for the quick response. Yes, the translation issue persists for both standard responses in the messaging channel and the bot built with the flow builder. It currently translates only the conversation header, the 'built with Zendesk' logo, and the watermark text in the message box.

I am implementing multiple locales, with each locale being set based on the user's preferred language in their profile settings on our website.

I'm also facing challenges with the browser translation, as it's not dynamic. Users need to manually switch between (for instance) German and English  for it to function properly.

View comment · Posted Jan 17, 2024 · Johnny

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Johnny created a post,

Post Developer - Zendesk Apps Framework (ZAF)

When applied in the IDE snippet, setting the locale to German ('de') ensures proper translation of the bot workflow into German.

zE('messenger:set', 'locale', 'de');

However, when applying the following snippet in the IDE, it doesn't translate the bot workflow content, it only translates the conversation header and the "built with Zendesk" logo at the bottom of the widget.

var UserLocale = $("#" + hdnAppCuesUserLanguage).val(); UserLocale = 'de'; // Set the locale to German ('de') zE('messenger:set', 'locale', UserLocale);

or this into the snippet: var UserLocale = $("#" + hdnAppCuesUserLanguage).val() || 'de'; // Set the locale to the chosen language or default to German ('de') zE('messenger:set', 'locale', UserLocale);

I would like the bot workflow to automatically translate based on the user's language preference on our website, not relying on the user's browser language. In some cases, users may have their browser language set to English, but their preferred language is different. How can I configure the bot workflow to adapt to the user's profile language rather than the browser-specific language?

I've already explored the articles in the help center before reaching out, so please avoid redirecting me to those resources. Unfortunately, I couldn't find a solution there, and it seems other users have encountered similar challenges.

Additionally, there are browser translation issues. Despite setting English as the default, when switching to German, the workflow translation is inconsistent, sometimes reverting to English.

Could someone provide assistance on this matter urgently? We need to expedite the resolution as the functionality is critical for us.

Much appreciated

Posted Jan 17, 2024 · Johnny

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Johnny commented,

CommentUsing AI agents for messaging

Antonio Auctane +1 with your questions about multi-language support.

View comment · Posted Jan 16, 2024 · Johnny

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Johnny commented,

Community comment Feedback - Ticketing system (Support)

+1

We need this feature, it would greatly benefit us in ensuring that agents can only access information within their assigned brand and not from any other brand, especially when managing multiple brands, some of which may involve confidential data including brand name. Can achieving this be possible through custom coding?

 

View comment · Posted Jan 12, 2024 · Johnny

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