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Chris Gregory

Adhésion le 16 oct. 2021

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Dernière activité le 17 sept. 2024

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Dernière activité effectuée par Chris Gregory

Chris Gregory a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

Naina Mathur

This is a place where bot builder could really shine if there were messaging automations that could function at less than an hour interval. Instead of having omnichannel auto open bandwidth on idle messages, you could set up a bot that checks in on idle conversations and ends the conversation a set time (2-5 min) after that so that agents do not have to follow up on dead threads. This is super common behavior that I see all over the place in chat widgets. Why not Zendesk?

The inability to end conversations is the single biggest thing keeping us from moving the messaging. Even if you all don't want to do, it, could you at least make it and end point so we can make an app that does it ourselves or something?

Afficher le commentaire · Publication le 16 sept. 2024 · Chris Gregory

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Commentaire de la communautéZendesk Support EAP - Suggested Replies

I also have agent's complaining about this. I cannot replicate it myself, but it is happening to them on both laptop display and external displays. Both are set at 1920x1080 with one at 125% scaling and the other at 100% scaling. No unusal extensions are running and the browser is the most up to date version of chrome. This is happening in regular composition mode and draft mode. There are no unusual objects in the composer like a table or large image.

Afficher le commentaire · Publication le 10 juil. 2024 · Chris Gregory

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Commentaire de la communauté Q&A - Tickets and email

Target is https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

 

PUT

ticket[comment][body]

 

I got that from a fellow on a different thread but I cannot find it now.

Afficher le commentaire · Publication le 20 déc. 2023 · Chris Gregory

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Commentaire de la communauté Q&A - Tickets and email
 
 
Hi Brandons!
 
I found kind of a no duh solution to this issue. Instead of focusing on adding field values to the initial comment on the ticket when it comes in through the back end, I created a target for each form that places an internal note on the ticket when it is created that includes the values of all of the form fields and then switches to the team's default form. I know this is not best practice at times, but I do not think this specific scenario creates a race situation as it can only fire when the ticket is created and the field values are already populated.
 
I was also able to streamline this comment dynamically using liquid markup by saying, only list this form if the condition on it appearing is satisfied. In this case it is a checkbox:

{% if ticket.ticket_field_321 contains 1 %}
**IP Ranges:** {{ticket.ticket_field_123}}
{% endif %}
 
It would be pretty sweet in the future if adding an internal comment was just a normal trigger action though.

Afficher le commentaire · Publication le 20 déc. 2023 · Chris Gregory

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

Ahmed Zaid

I figured it out last night. We were seeing this when previewing a theme before making it live. I didn't put together that the preview was displaying as an authenticated user. We don't make our guides visitors authenticate, and when I tried making the theme live, those two fields are no longer visible when viewing as a normal user.

 

 

Afficher le commentaire · Publication le 08 déc. 2023 · Chris Gregory

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

Ahmed Zaid

We have reasons in our instance to allow people to cc on tickets and want to keep that on. Hiding the field seems like the best option. Also, this box and the organization box only appear on this form and not any of our other forms… why is that?

Afficher le commentaire · Publication le 06 déc. 2023 · Chris Gregory

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Chris Gregory a créé une publication,

Publication Q&A - Help center and community

For some reason on a new form, both a CC field and Organization field are both showing up. I cannot find a way to remove them in the admin center, but I would like to hide, at least the CC field. The below lines have disabled the field and hidden the label, but there is still a visible text box that cannot be edited and it looks like butt. How might I be able to hide this unsightly thing from my users? The field is contained in this snippet:

  • Add emails


  $('#request_collaborators_').hide(); // hide the CC button
  $('ul[data-hc-pills-container=true][tabindex=-1]').hide();
  $('.form-field label:contains("CC")').hide();

Publication le 04 déc. 2023 · Chris Gregory

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Chris Gregory a créé une publication,

Publication Q&A - Tickets and email

I have a team with a macro that always references next year, and they have to manually go in there once a year and increment by 1. Is there a way to capture the current year, add one, and that macro is evergreen now?

Publication le 10 nov. 2023 · Chris Gregory

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Chris Gregory a ajouté un commentaire,

CommentaireTicket automation and collaboration

With regard to the attachments functionality, once an agent adds file to a comment on a macro, is that stored on the Zendesk platform, or does the file need to remain static in the local directory at the point where it originally attached?

Afficher le commentaire · Publication le 01 nov. 2023 · Chris Gregory

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CommentaireExtending Zendesk

Hello,

When creating a url target, is it possible to authenticate the call through OAUTH at all? There are two fields for credentials in that target type. Is the API key supposed to go in the password field?

 

Afficher le commentaire · Publication le 30 oct. 2023 · Chris Gregory

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