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Andrew

Incorporación 13 may 2021

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Última actividad 30 ene 2025

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Última actividad de Andrew

Andrew hizo un comentario,

ComentarioGeneral questions and issues about tickets

FYI My brand page doesn't have a brand id in the url.  so grabbed it from    {{mysite}}.zendesk.com/api/v2/brands/

Ver comentario · Publicado 30 ene 2025 · Andrew

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Andrew hizo un comentario,

ComentarioHow to customize the theme of the help center

I'm doing something like this to just stick override CSS in the header on load.  With the !important tag .

Just have to replace your_form_id_here with the form ID, and make sure the CSS your injecting matches your theme.  

 

(function($) {
   $(document).ready(function() {
       if (window.location.href.indexOf("/hc/en-us/requests/new?ticket_form_id=your_form_id_here") > -1) {
           var css = '.searchbox-suggestions { display: none !important; } .searchbox > h2 { display: none !important; }';
           $('head').append('');
       }
   });
})(jQuery);
 

Ver comentario · Editado 24 dic 2024 · Andrew

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Andrew hizo un comentario,

ComentarioViewing and using dashboards

Hi,  omnichannel routing queues supports talk right?  It's not shown on our dashboard at all. 

Ver comentario · Publicado 16 oct 2024 · Andrew

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Andrew hizo un comentario,

ComentarioRouting

Hi, we have talk set to Maximum queue wait time  of 5 min and have custom queues setup for the talk channel.  But it seems like nothing is being set to voicemail or I'm reading it wrong.  When we look at the avg. time in queue, calls are in days.  How exactly does that work?  Are they being sent to VM after 5 min, but because no agent is assigned, the Avg time in queue still keeps ticking up?

Ver comentario · Publicado 21 ago 2024 · Andrew

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Andrew hizo un comentario,

ComentarioManaging Talk

Hi, We are seeing the summary mix up the agent and the requester at times.  Are there any tips for avoiding this? 

Ver comentario · Publicado 11 jul 2024 · Andrew

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Andrew hizo un comentario,

ComentarioTicket basics

Will there be an option for admins to post announcements internally to agents on the agent home?

For example, outages or app issues, or new feature notices to internal agents?

Ver comentario · Publicado 24 jun 2024 · Andrew

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Andrew hizo un comentario,

ComentarioTicket basics

Can we force the setting to “stay on ticket” to be “close tab".

We currently have a bug where certain apps will write to the ticket after it gets transferred to another agent because the ticket doesn't close. (Time tracking apps)

This seems to cause the messaging window to error out on the agent receiving the messaging chat.

Changing the setting to close tab seems to fix it and we have a ticket open with the help center. 

I don't see a way to do it yet on the ZAF framework but I would like to force it system wide while we wait for a fix for the messenger channel. 

Ver comentario · Editado 21 jun 2024 · Andrew

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Andrew hizo un comentario,

ComentarioFormatting and customizing your email

Hi, Can we host email image assets on Zendesk(in theme), (without Sell), with a static URL so the emails won't break if we need to make an update or re-upload out theme?

 

Ver comentario · Publicado 10 jun 2024 · Andrew

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Andrew hizo un comentario,

ComentarioUsing legacy AI agent functionality

Hi, Will we get dynamic templating support?  I want the end user to select a dropdown, then have that dropdown  set a dynamic block of text, without being forced to branch my entire flow and multiply maintenance work (I'm already running up against the 2000 node limit). 

For example, if they pick from a set of office locations, they get a different email and phone number.  

Ver comentario · Publicado 03 jun 2024 · Andrew

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Andrew hizo un comentario,

Comentario de la comunidad Developer - Zendesk APIs

+1,  When I use the search API, I get back hundreds of unrelated custom fields that are unrelated to my search query.


It would be nice to specify the field set to be returned. 

Webhooks are ok but we use downstream software that charges per Business Process Flow so a webhook is too costly. 

Also, sometimes we want to push data out and due to vendor restrictions we lack the ability to run filtering code on the receiving end. 

Ver comentario · Editado 11 sept 2023 · Andrew

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