• Ifra Saqlain

  • 2021年03月29日 09:24

  Community Moderator

  

  

  Hey, you can edit that button label ' Add to conversation' on the 'request_page.hbs' template. See here

  <button type="button" class="comment-show-container {{#validate 'body'}}hidden{{/validate}}">
  {{t 'add_to_conversation'}}
  </button>
  
  
  {{t 'add_to_conversation'}} remove this and write the text 

   

  And 

  console error is showing because you missed to close the quotes ('......') in the first category link JS code.

  See here:

  document.getElementById('cat-........81255').href = 'https://crypto.zendesk.com/hc/en-us/requests/new    // you didn't close the inverted comma and semicolon at the end of link as other links like second.

   

  Thanks

  Team

• Lenny

  • 2021年03月29日 22:01

  My screenshot had cut off the close quotes, whoops. They were there.

   

  from script.js:

  

  We don't want to edit the text in the box, users just can't add any replies to the ticket. 

   

   

• Ifra Saqlain

  • 2021年04月04日 07:00

  Community Moderator

  

  

  If you can share your HC URL then I can figure out this issue.

   

  Thank You

  Ifra

• Lenny

  • 2021年04月05日 21:08

  Hi Ifra,

   

  Thanks, the link to the HC is here - 

   

  https://cryptopia.zendesk.com/hc/en-us/restricted?return_to=https%3A%2F%2Fcryptopia.zendesk.com%2Fhc%2Fen-us%2Frequests%2Fnew

• Ifra Saqlain

  • 2021年04月09日 00:52

  Community Moderator

  

  

  Let me see :)

• Donna Fairhurst

  • 2021年08月05日 13:33

  @...

  I am having the same issue as Lenny above (We don't want to edit the text in the box, users just can't add any replies to the ticket.) and found this thread but do not see if there was a resolution.

  Were you able to solve this for Lenny?

  Thank you,

  ~Donna

• Ifra Saqlain

  • 2021年08月05日 15:37

  Community Moderator

  

  

  Donna, if you don't want to add replies of  users then you can comment the script code of this feature, see in the screenshot below:

  

   

  Or explain more about it, exactly what you want to do with this text box.

  As per my understanding; you don't want to add the text in the box and none of users can add, right? so you can remove the JS code of it.

   

   

• Donna Fairhurst

  • 2021年08月05日 16:31

  I believe this is working  now. When I was signed in, I was able reply as a user.  I want my user to be able to reply. I am assuming that reply will be updated for agents in Zendesk so they can see the reply and reply back?

  ~Donna

• Ifra Saqlain

  • 2021年08月05日 16:53

  Community Moderator

  

  

  Do you mean end users couldn't be able to reply back, right?

  As I signed in to your HC theme but I won't be able to edit the text box, right?

  If yes, then you need to check the user role to edit the text-box.

  I mean, what kind of users you want to disable the textbox for?

  For agents or end-users?

• Donna Fairhurst

  • 2021年08月05日 17:01

  I want the customer to be able to reply within to HelpCenter. I replied as an end-user but didn't see the ticket updated in my agent area.

  I don't want my agents to have to go into the helpcenter to answer tickets but continue to manage tickets within Zendesk. 

  Is that possible?

  ~Donna

• Ifra Saqlain

  • 2021年08月05日 17:44

  Community Moderator

  

  

  Donna, see I have disable the comment box for the agents only for Help Centre but they can manage tickets from the Zendesk.

  

   

   

  You have the above code in your script file just find and add the condition for the agents

  if (HelpCenter.user.role !== "agent"){

  already have code for comment-container

  }

   

   

• Donna Fairhurst

  • 2021年08月09日 15:36

  Thank you. All is working as intended for my users to be able to reply within the Help Center.

  ~Donna

   

• Ifra Saqlain

  • 2021年08月09日 15:42

  Community Moderator

  

  

  Great :)

• Holli Kyle

  • 2022年06月14日 23:39

  Hi there - I seem to be having the same problem as mentioned above however the images are broken from the solution so I am unable to troubleshoot using the advice previously given. I want general users to be able to "add to conversation" via the request_page but it is grayed out.

  What can I do to this bit so that users are able to add to the ticket?

          <div class="comment-container">
            <button type="button" class="comment-show-container {{#validate 'body'}}hidden{{/validate}}">
              {{t 'add_to_conversation'}}
            </button>

• Ifra Saqlain

  • 2022年06月15日 17:30
  • 編集済み

  Community Moderator

  

  

  Hi Holli Kyle :),

   

  Do the following:

  I). You can check the user-role. Go to the script.js file and find  '.comment-show-container'.

  if (HelpCenter.user.role !== "agent"){  
  // Wrap you code inside this condition
  }
  
  
  
  Note: You can check the user role, replace 'agent' to 'end_user' or 'admin' or 'anonymous'.
  
  
  
  Currently you have in your script.js file:
  
  
  
  
  After adding the condition:
  
  

   

   

  Let me know if it works for you.

  Thanks

  Team

• Holli Kyle

  • 2022年06月15日 16:52

  Thank you SO MUCH for the quick response, Ifra!

  I was excited to try the update but for some reason, End Users are still unable to click to "add to conversation".

  I must be missing something?

  

• Ifra Saqlain

  • 2022年06月15日 17:28
  • 編集済み

  Community Moderator

  

  

  Hi, 

  condition should be:

  if (HelpCenter.user.role=="end_user"){

   

   

  Not

  if (HelpCenter.user.role=="end_users"){

• Holli Kyle

  • 2022年06月15日 17:48

  "end_user" is not working for me either :(

  

• Ifra Saqlain

  • 2022年06月15日 18:05

  Community Moderator

  

  

  @Holli Kyle, it should work:

  

   

   

  Can you share your HC URL?

  Then I can see the bug.

• Holli Kyle

  • 2022年06月15日 21:12

  Thanks so much for your help. Here is the link: https://knackops.zendesk.com/hc/en-us

   

   

• Ifra Saqlain

  • 2022年06月16日 04:18
  • 編集済み

  Community Moderator

  

  

  Hi Holli Kyle, fix your JS bug at your script.js file at the bottom area, line no. 506

   

  Error:

  

   

   

  Bug In Your JS File:

  

   

   

  Fixed JS Bug:

  
  
  $(document).ready(function () {
  
  constticketForm= ("#request_issue_type_select").val();
  
  if (ticketForm==114098261672) {
  
  ('.form-field.string.required.request_subject').hide();
  
  };
  
  });

• Holli Kyle

  • 2022年06月16日 18:53

  Thanks for your patience. I've made the update however that has not made a change to the original issue - I am still unable to "Add to conversation" from the requests page :(

  Thanks so much for your persistence in helping with this issue... I hope we are close?

• Ifra Saqlain

  • 2022年06月17日 04:32
  • 編集済み

  Community Moderator

  

  

  Another bug:-

  

   

   

  I'll solve it, at office yet :)

• Holli Kyle

  • 2022年10月14日 20:42

  Hello there - I am still having this same issue and I wonder if it's possible to fix. Here's the link again to my support center: https://knackops.zendesk.com/hc/en-us 

  I suspect the conflict has to do with the way I set up this support center... I followed the steps of this article: https://support.zendesk.com/hc/en-us/articles/4408884098074-Setting-up-a-requests-only-tickets-only-help-center Hopefully the additional context is helpful.

• Ifra Saqlain

  • 2022年10月15日 08:14
  • 編集済み

  Community Moderator

  

  

  @Holli Kyle, remove the code below from the script.js file:

  

   

  Add the given below:

  $(document).ready(function () {
  if (window.location.href.indexOf("114098261672") > -1) {
  $('.form-field.request_subject').hide(); // Hide subject
  $('#request_subject').val('test subject'); // autofill subject
  } 
  })

   

  Thanks to ping me, how can I forget?

• Holli Kyle

  • 2022年10月18日 20:26

  Hi Ifra! Thanks so much for sticking with me on this. I made the update however it is still not working :(

  

• Ifra Saqlain

  • 2022年10月19日 04:23
  • 編集済み

  Community Moderator

  

  

  Hi Holli Kyle,

  You missed to add this line of code:

  $(document).ready(function () {

   

  Error:

  

   

   

  when I opened it:

  

   

  Fixes: code should be -

  $(document).ready(function () {
  if (window.location.href.indexOf("114098261672") > -1) {
  $('.form-field.request_subject').hide(); // Hide subject
  $('#request_subject').val('test subject'); // autofill subject
  } 
  })
  
  
  Error resolved:
  

   

   

  Move your jQuery code inside DOM function I mean this:

  

  After updating, let me know if any new bug occurs :b

• Holli Kyle

  • 2022年10月20日 00:56

  Hi Ifra! Thanks again for the help! It is still not working and I checked to make sure I copied exactly what you had. :/ I'm so sorry I'm not sure what is wrong.

• Ifra Saqlain

  • 2022年10月20日 04:25
  • 編集済み

  Community Moderator

  

  

  @Holli Kyle, there is extra brackets see:

  

   

   

  When I opened the bug the: See line no. 512

  

   

   

  Please remove those last two closing bracket and after removing you code will be like this:

  

   

  Now, see line no. 512

   

   

  Go to your script.js file

  

• Holli Kyle

  • 2022年10月20日 15:11

  Hi there - I made that update but still same result. :(

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