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Kath

Adhésion le 15 avr. 2021

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Dernière activité le 25 août 2022

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Kath a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

How elegantly simple. Thank you, was totally over thinking it. Will try this.

Afficher le commentaire · Publication le 25 août 2022 · Kath

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Kath a créé une publication,

Publication Q&A - Tickets and email

We have a closed ticket system with a form accessible to our Admin access level users only.

They login to our software and opt to submit a ticket/view activities.

Issue 1: We have found that rather than logging in to submit a ticket or using the email address to open a new ticket, they go to any old reply in their inbox and press reply for something completely new. We then spend a while splitting the ticket.

Issue 2: Some customers read our response and press reply before engaging with our response. So they don't even login to the platform and look at/perform the steps suggested etc.

So we would like to 'make them' login and find the ticket to send a response. Is there a way to turn off the ability for customers to update a ticket by pressing reply on the email notification? This would mean they would need to login and open ticket to respond.

Publication le 24 août 2022 · Kath

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Kath a ajouté un commentaire,

CommentaireUsing themes and customizing your Help Center

Thank you. I would have to give you login access to our test database so a private ticket would be great and then I will give you a link the tutorial/article in the kb browser and a login so that you can search for same tutorial in web widget.

 

Afficher le commentaire · Publication le 20 janv. 2022 · Kath

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Kath a ajouté un commentaire,

CommentaireUsing themes and customizing your Help Center

Hi Greg,

Thank you. The content we are hiding is in an article where we wish the remainder of the article to show so we are using -

hidden text here

Your response, if I am understanding, suggests it would need to be in a separate article in a separate category which we want to avoid. So am I correct in assuming that the the help center web widget will strip out this css? I'm confused as all articles I have found say that using css rather than html to hide content should work.

Afficher le commentaire · Publication le 20 janv. 2022 · Kath

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Kath a ajouté un commentaire,

CommentaireUsing themes and customizing your Help Center

Hi, 

Our help center is set to display unsafe and together with that we are using css of

.oashide {
display: none;
}

to hide some content we are readying prior to a release. 

This works great in the browser and the articles are not showing the hidden content. However, the Help Web Widget displayed on our pages is displaying the hidden content when displaying an article and the css is being stripped out.

Any suggestions to prevent hidden content displaying via the web widget?

Afficher le commentaire · Publication le 19 janv. 2022 · Kath

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Kath a ajouté un commentaire,

Commentaire de la communautéDiscussion - Zendesk on Suite best practices

I don't have the ticket status Hours Since Pending or Hours Since Update. Do I need to update or is this my plan?

Afficher le commentaire · Publication le 01 juin 2015 · Kath

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