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Andrew J

Adhésion le 15 avr. 2021

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Dernière activité le 14 févr. 2022

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Andrew J a ajouté un commentaire,

Commentaire de la communauté Q&A - Objects, workspaces, and rules

Go into Admin > Views > Add a View.

You can check for the keywords in the description as below.

If you also want to check for in the title you will need to jump through another hoop (use a trigger to check for the presence of XYZ and add tag XYZ, then the view can look for the tag).  You'd add the tag as another condition in the ANY section

Afficher le commentaire · Publication le 16 juil. 2019 · Andrew J

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Andrew J a créé une publication,

Publication Q&A - Objects, workspaces, and rules

Just wondering how we hide custom user fields from agents and end users.  We are using some that are just clutter and informational for the admins...

Any ideas?

Publication le 01 nov. 2018 · Andrew J

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Andrew J a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

@Jacob, great tutorial!  

Afficher le commentaire · Publication le 07 mai 2018 · Andrew J

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Andrew J a créé une publication,

Publication Discussion - Tips and best practices from the community

To achieve higher contrast for agent ticket tabs tempororily (this only lasts until you refresh the page or change it)

Using Chrome - and not using multiple agent tabs.

Final Result - Dark Tabs!

 

  • Right click on a ticket tab (actually anywhere on the agent page will do)
  • Select 'Inspect'

 

  •  In the inspector window... Click the + icon
  • Copy the style selector from the CSS (shown a little further on) and paste into the selector section (in blue in the pic)

  • Click after the first curly bracket 

  • Paste the second part of the CSS in the box.

  • Repeat for the four CSS rules below.

That's all.

The CSS

CSS Selector 1

body.voltron #tabs .tab .tab-content-holder .tab_text 

CSS Code 1

color: #929292;

---------

CSS Selector 2

body.voltron #tabs .tab:not(.add):not(.overflow-tab) .tab-content-holder 

CSS Code 2

background-color: #3e3e3e;

-------


CSS Selector 3

body.voltron #tabs .tab.selected .tab-content-holder .tab_text 

CSS Code 3

font-weight: 600;
color: #ffffff;

-------


CSS Selector 4

body.voltron #tabs .mail.tab > .tab-content-holder .icon, body.voltron #tabs .mail.selected > .tab-content-holder .icon, body.voltron #tabs .web.tab > .tab-content-holder .icon, body.voltron #tabs .web.selected > .tab-content-holder .icon, body.voltron #tabs .play-mode.tab > .tab-content-holder .icon, body.voltron #tabs .play-mode.selected > .tab-content-holder .icon

CSS Code 4

background-color: #bbbbbb;
box-shadow: 0px 0px 2px 2px #bbbbbb;

 

 

Publication le 02 nov. 2016 · Andrew J

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Andrew J a créé une publication,

Publication Discussion - Tips and best practices from the community

We've recently made some modifications to our C-Sat automation.

 

This is how the new email looks...

Want to know how?

 

  1.  If you haven't already - activate 'Customer satisfaction surveys' (info here)
  2. Download the smileys below and upload these as assets to your helpcenter (or host them elsewhere) 

     

  3. Navigate to Settings > Automations - and locate the 'Request customer satisfaction rating' automation
  4. Select to Edit this
  5. Change the notification to requester with the info below - don't forget to substitute your image location.

 



Our {{ticket.group.name}} team recently completed your request - {{ticket.title}}


How did our performance make you feel?



Please click an image below to rate our service




---------------

Not sure what this relates to?



Here's a reminder of what your request was about:

{{ticket.comments_formatted}}

 

And that's about it!  We've had good response to this.

Obviously you can modify the message and add extra rules to suit your requirements.

Publication le 18 juil. 2016 · Andrew J

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Andrew J a créé une publication,

Publication Discussion - Tips and best practices from the community

Zendesk Note: This tip was submitted by a member of our Community and is not officially supported by Zendesk. 

Please read this article for more information.

________________________________________

Using HTTP targets, it is relatively simple to create a trigger to remove all CCs from a request.

Create the Target

Go to Admin > Extensions > Targets

Add Target > HTTP Target

Complete as below...

Create the Trigger

Go to Admin > Triggers > Add Trigger

Configure as below.

JSON is 

{"ticket":  
{"collaborators": "" }
}

Apply the Tag

Now all that is left is to apply the required tag 'remove_ccs'

This can be done using a specific macro which can simply add the tag.

Alternatively this could be added into any other macro.

NOTE: If the tag is added as part of a public comment, then the CCs WILL get the last message.  If this is undesirable then the message should be empty or private.

 

Basic Macro

Go to Admin > Macros > Add Macro

Configure as below.

 

All done

To use this - simple apply the 'Remove CCs' macro.

 

 

 

 

 

Publication le 01 mai 2016 · Andrew J

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Andrew J a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

Probably it is unrealistic for people to expect to write articles in their personal editor of choice, then be able to magically convert them perfectly into Zendeskian - would be nice - but murder for the designers.

If you can get them to type up in word or notepad with a name and placing for image in the text, then you can just copy and paste this. and add the images.

However, if they can create the articles as 'drafts' in Zendesk, I would think that would be good. Whoever is your content manager can tidy them up before publishing.

Maybe your people could write it all in HTML ... or maybe not :)

Afficher le commentaire · Publication le 15 mars 2016 · Andrew J

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Andrew J a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

Yes it worked on the front end for me.

Can you post a screenshot of your html? or maybe a url?

You could email it to me andj at bizstudio dot co dot nz

Afficher le commentaire · Publication le 15 mars 2016 · Andrew J

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Andrew J a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

Hello Kevin - just in case you weren't aware - Diane and I are both volunteer moderators, We are Zendesk users, but not employees.  Depending on your account level you may be able to open a support request - but hey we like helping!

Afficher le commentaire · Publication le 15 mars 2016 · Andrew J

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Andrew J a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

For your interest - I tried doing this directly from an upload in the article and it didnt work well - hence why I swapped to uploading as a theme asset.  You could also be able to pull these from another web resource - but havent tried that.

Afficher le commentaire · Publication le 15 mars 2016 · Andrew J

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