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Remi

Data ingresso 16 apr 2021

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Ultima attività 02 gen 2025

Zendesk Customer Care

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Commento nella community Feedback - Ticketing system (Support)

Hello Leo Lenk,

 

Thank you for posting! I hope you are doing well.

 

Unfortunately, there is no such thing and likely will not happen as we cannot merge all emails coming from Zendesk as this would lead to collision and email potentially being missed, which is not a thing we would like to see.

 

Each Email from Zendesk not necessarily coming from the same department/team etc… It would mean some information could easily get missed.

 

On top of that, as email conversation/threads work with headers such as “references” and have already a logic for threading... It would defeat the very purpose of it.

 

Have a lovely rest of your day!

 

Best, 

Visualizza commento · Data ultimo post: 02 gen 2025 · Remi

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Commento nella community Q&A - Users, groups, and organizations

Hello Henrik Breinballe Hansen,

 

Thank you for your post, hope things are well on your end!

 

Unfortunately, the custom configuration of fields mapping for auto-provisioning between Azure and Zendesk won't fall within our realm of support. 

 

However, the same way you were able to map this ID value to this Custom Field, you should be able to retrieve any other property/attribute from your User directory such as : Name / Email and pass them in.

 

As shown in Azure documentation : Configure automatic user provisioning for Zendesk in Microsoft Entra ID

You can establish a mapping between your fields in Zendesk / Azure

Screenshot of Zendesk matching user attributes

 

Hence, I would suggest mapping your user Name or Email to the targeted Custom User field in Zendesk.

 

Hope this helps, have a lovely rest of your day!

 

Best regards,

Visualizza commento · Data ultimo post: 02 gen 2025 · Remi

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CommentoHow to manage user access

Hello @... ,

Hope you are doing well!

 

If your Token turns out to be expired when pushing the payload against the Login (When the visitor logs in), then, a 401 will be returned as the JWT will become invalid and thus, the Visitor should enter as "guest" indeed.

 

Hope this clarifies it! Let me know if this isn't the same scenario.

 

Best,

Visualizza commento · Data ultimo post: 25 giu 2024 · Remi

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CommentoZendesk messaging

Jacques Abecassis

Thanks for your message, hope you are doing well today!

To answer this : 

  • Is Zendesk able to handoff an answer bot conversation into another bot solution?

Yes, this is feasible as Messaging is running on Sunshine Conversation "engine" and thus through Smooch API, you may have a look here : Handover with the switchboard, to learn more about it and in depth. 

  • If so, is it able to do the handoff on basic messaging or do you require Advanced messaging with SunCo. to execute?

Even as Zendesk "licensed" user you can still access and use Smooch APIs,  although the endpoint might differ, feel free to check here as well : 

If you are a licensed Zendesk customer, use the following API host:

https://.zendesk.com/sc

Hope this helps / clarifies it! Have a lovely rest of your day.

Best regards,

Visualizza commento · Data ultimo post: 25 gen 2024 · Remi

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Remi ha creato un articolo,

ArticoloAiuto su impostazioni e fatturazione

Domanda

Ho difficoltà a comprendere tutte le opzioni JWT proposte da Zendesk. A cosa serve ciascuna opzione?

Risposta

Zendesk offre tre diversi tipi di JWT, ognuno con uno scopo distinto.

  • Accesso SSO JWT
    • Questo tipo JWT collega l’utente all’intero account. Il Single Sign-On è un meccanismo che ti permette di autenticare gli utenti nei tuoi sistemi e di comunicare a Zendesk che l’utente è stato autenticato.
    • Se usi Single Sign-On con JSON Web Token (JWT), l’utente viene verificato automaticamente con il provider di identità quando effettua l’accesso. All'utente viene quindi consentito di accedere a Zendesk senza che gli venga chiesto di inserire credenziali di accesso separate.
  • Autenticazione JWT per la messaggistica (Web Widget)
    • L’autenticazione JWT per la messaggistica consente di verificare l’identità degli utenti finali, tramite l’autenticazione degli utenti finali, prima di iniziare una conversazione di messaggistica con gli agenti. Ciò consente agli agenti di essere certi dell’identità dell’utente con cui lavorano, che possono accedere facilmente alle interazioni precedenti e condividere con loro informazioni potenzialmente sensibili.
  • Autenticazione JWT per Chat (versione classica del Web Widget)
    • Se usi il Web Widget (versione classica) con il tuo account Chat, usando l'API JavaScript e il token JWT, configura il widget per autenticare i visitatori a ogni caricamento della pagina.

Per maggiori informazioni, leggi questi articoli:

Avvertenza sulla traduzione: questo articolo è stato tradotto usando un software di traduzione automatizzata per fornire una comprensione di base del contenuto. È stato fatto tutto il possibile per fornire una traduzione accurata, tuttavia Zendesk non garantisce l'accuratezza della traduzione.

Per qualsiasi dubbio sull'accuratezza delle informazioni contenute nell'articolo tradotto, fai riferimento alla versione inglese dell'articolo come versione ufficiale.

Data ultima modifica: 24 ott 2023 · Remi

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CommentoSetting up Zendesk Chat

@Good day BAKO,

Thank you for your post, hope all is well on your end today!

To answer your questions : 
1 - I'm no Explore expert, but I don't believe you will be able to build a report based on whether the user is authenticated or not, for the reason that authentication isn't a recorded state / nor an attribute, therefore, Explore will have no way to pull this data from Support/Chat dataset.

Which leads to your second question
2 - Same as above, End-user authentication isn't "recorded" in any API or attribute.

Thus, one answer to both of your questions as a "best solution" would be simply to pass a Tag via our API for Chat Widget when your user is authenticated.

So basically, build your code and logic to apply/build the JWT, wait for the JWT to be passed to our endpoint and then, once confirmed, in parallel push/add a Tag such as "user_authenticated" via this Chat API > chat:addTags, which will be passed to the Chat session through the widget.

 

This means, then, you can build your Report in Explore based on these tags, as we will know they only exist for authenticated users.

Same for your Trigger, you can then use the "Contains at least one of the following" tag "user_authenticated" as a condition, which means your Trigger will fire only for authenticated users. 

Hope this helps! Have a lovely rest of your day and a great weekend as well.

Best regards,

Visualizza commento · Data ultima modifica: 30 giu 2023 · Remi

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Commento nella community Feedback - Help Center (Guide)

Good day Iuliia Saunova,

Thank you for your post, hope you are fine!

Unfortunately, there is no inbuilt method to change this string and this isn't supported, You would need to do DOM manipulation / custom code to achieve this.

Something like below : 

The only challenge will be that as the "zd-autocomplete" HTML element isn't mounted on page but only when "Article Results" are rendered, hence, the challenge for now is that the QuerySelector isn't defined when using the script.

You will have to find a way to listen to this element mounting and trigger the function containing the script once the latter is mounted in the DOM.

We cannot really assist further than this, I'm afraid.

Hope this helps!

Best regards,

Visualizza commento · Data ultimo post: 18 mag 2023 · Remi

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Commento nella community Q&A - Tickets and email

Hello Otto Lindqvist,

Thank you for your post here, I hope you are doing well today!

In order to achieve what you want to do and pass attachments toward an endpoint via JSON, I wouldn't suggest using the following placeholders with your context/scenario : 

  • latest_comment_html
  • latest_comment_formatted


As indeed, the files / links will be separated by hyphens and no break line, for instance.

I would recommend using the Ticket.Comment object and Comment.Attachments child-node as explained here > Using Liquid markup to customize the formatting and placement of text in comments and email notifications

This placeholders are part of our documentation as well : Standard comment placeholders

I ran a quick test to show you this with a HookBin and here is my Trigger JSON body : 
{
{% for comment in ticket.comments limit:1 offset:0 %}
   {% for attachment in comment.attachments %}
   
   "attachmentName" : "{{attachment.filename}}"
   "attachmentURL" : "{{attachment.url}}"
   
   
   {% endfor %}
    {% endfor %}
}

And here is the Raw JSON that I received : 

This will allow you to pull any property's value in an easier way where you just have to query each node / access each attribute's value within the responded object.

With this placeholder, it will be easier to handle the response as it gives you more granularity coupled with some Liquid Markup condition.

 

Hope this helps! Have a great rest of your day.

Best regards,

Visualizza commento · Data ultima modifica: 02 mag 2023 · Remi

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CommentoUsing themes and customizing your Help Center

Good day Asafe Souza Ramos,

Thank you for your post, I hope you are doing well!

To answer this, the best current option is still to use the HelpCenter native method and its related nodes / attributes, such as indeed : 

HelpCenter.user.email

We, indeed, recommend to not rely on it to set correct expectation, but I'm not aware of removal of this feature soon.

For now, this is the way to go, otherwise, via some DOM manipulation you can call out (via getElementById() for instance) to the

className > "dropdown-menu" first node child (see attachmment).


Which contains the ID of the current logged-in user through the href, you can extract this ID from the last URL segment (save it as variable) and make a subsequent API GET call toward this user profile with the ID, which will respond with the user's email (amongst other "properties").

  • GET /api/v2/users/{user_id}

For example : 

This is another option to explore. 

Hope this helps! Have a great rest of your day!

Best regards,

Visualizza commento · Data ultimo post: 20 apr 2023 · Remi

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CommentoTicket customization

Good day Jimmy van der Have,

Thank you for your post, hope you are doing well!

Unfortunately, as written here : System ticket fields
The external_id isn't a system ticket field.

Only the fields listed in this doc can be used as "system" field to pre-fill ticket fields.

However, you can still create a dedicated custom field and pass your external_id to the ticket via the usage of the ticket field ID as below : 

  • &tf_[fieldID}={value}

     

From our perspective, the external_id isn't a "native" Zendesk user identifier in Support to tie a ticket to a user but is meant for external systems as outlined here : User's attributes.

Hope this clarifies it! Have a great rest of your day.

Best regards,

Visualizza commento · Data ultimo post: 10 apr 2023 · Remi

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