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Dan Savage

参加日2021年4月15日

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前回のアクティビティ2025年2月11日

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さんの最近のアクティビティ Dan Savage

Dan Savageさんがコメントを作成しました:

コメントUsing Built by Zendesk apps

Hey team, love the idea of this App but we are having a little trouble setting it up…even thought I have given people access to the app they receive the following message 

LMS Conversation Simulator:
Failed to fetch the open training records

Furthermore, when I try to test my training templates it just sits on a loading icon and doesn't actually generate anything. 

 

コメントを表示 · 投稿日時:2025年2月11日 · Dan Savage

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Dan Savageさんが投稿を作成しました:

投稿 Developer - Zendesk APIs

There are some great articles on here that helped me set up a webhook to push updates to Slack via triggers. However, I am now trying to use "Zendesk Events" to notify a Slack channel that we've had new community posts/comment published

When I do this Slack returns error 400 no_text. I know the webhook is okay because if I change the request body to something simple a test works. 

I am wondering if I need to do some form of authentication or add a header in the request. Any help would be much appreciated. 

I've seen some posts in other communities that have this issue but haven't seen a solution that would work in Zendesk. 

Full disclosure, I am not a developer so I am relying on the Zendesk and Slack UI's to be able to make this work. 

投稿日時:2023年8月10日 · Dan Savage

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Dan Savageさんが投稿を作成しました:

投稿 Q&A - Tickets and email

Does anyone know of a way to stop tickets being assigned to the Agent who inserts the Help center link? Example in screenshot 


We bulk-create tickets via an API and recently updated the templates being sent out to include help centre content. But annoyingly since doing this, it assigns it to the one user who is bulk creating the tickets, these often get a reply and it's not feasible or part of the workflow for these to be assigned to a single Agent. I have tried turning off the 'Knowledge' from the Context panel but it's still happening. 

Am I missing some obvious config I can change or perhaps a hacky workaround to stop this from occurring? 

編集日時:2023年7月03日 · Dan Savage

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Dan Savageさんがコメントを作成しました:

コメントMigrating to messaging

Hi, it says in the above table that a customers can be banned with Messaging & Sunshine with partner support. Is this explained or expanded upon anywhere?

コメントを表示 · 投稿日時:2022年9月15日 · Dan Savage

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Dan Savageさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

I'm a bit concerned to see others are experiencing the same issues as our account and have been unable to find a resolution. We're in the process of collecting all the screen recordings, HAR and performance recordings but wonder if there is any value in that if others haven't had their issues resolved. Has anyone found a way to improve this? Outside of rebuilding the product?

コメントを表示 · 投稿日時:2022年7月28日 · Dan Savage

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Dan Savageさんがコメントを作成しました:

コメントSetting up Agent Workspace

We've recently moved to Agent Workspace and have noticed a big impact to performance, with increased latency, hangtime and timeout errors. This seems to impact chat Agents in particular, so I am curious as this article seems to imply that when we were using the legacy agent interface that our Chat data was hosted in the same location as our Support instance. Is this a correct reading of this?

コメントを表示 · 投稿日時:2022年7月27日 · Dan Savage

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Dan Savageさんがコメントを作成しました:

コメントTicket basics

Do the "pages viewed" only show pages where the requester was logged in? Or if the customer logs in once they get to a form do the Agents see the pages viewed prior to logging in and submitting the form?

コメントを表示 · 投稿日時:2022年7月27日 · Dan Savage

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Dan Savageさんがコメントを作成しました:

コミュニティのコメント Q&A - Tickets and email

Plus 1ing on this issue our as our account is being effected as well 

コメントを表示 · 投稿日時:2022年7月07日 · Dan Savage

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Dan Savageさんが投稿を作成しました:

投稿 Feedback - Community Forums (Gather)

Would love Zendesk to reconsider the native terminology for follow buttons. 

When you choose if you want to follow a post on Community/Gather  (or if you are following by default after engaging on that post), the options show as 'Follow' and 'Unfollow'. So button label tells you what action you will take by clicking on it 

However, on a Topic, it shows as 'Follow' and 'Following'. So in this situation, the first state describes an action the button takes and the second indicates the current state and you have to click on it to then see a dropdown of an action. This is making things confusing for customers as they can't see at a glance that they can reactively unfollow when they no longer want notifications, as they can with posts.

Also according to Zendesk's own documentation* this should be behaving exactly as we want it to:

https://developer.zendesk.com/documentation/help_center/help-center-templates/helpers/#subscribe-helper

*the example given is for the article page which does have the button text as 'unfollow' however this is the exact same handlebar with no optional parameters and it behaves differently on the topic page giving the 'following' output text. Zendesk should fix this or document the expected outcome of using this handlebar.

We've looked at doing some customer development over the top of this because we've had explicit feedback from our customers that this is confusing. Still, we'd need to make a change to the button when the page loads to say 'yep this is a button and the user is following, change the message to unfollow' and secondly intercept when the button is clicked and make the same change. 

Even doing the first on-page load isn't as easy as it sounds due to when Zendesk JavaScript runs to dictate the state of that button. 

Does anyone have any advice on this or is this something Zendesk would look at changing?

投稿日時:2022年7月06日 · Dan Savage

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Dan Savageさんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Awesome, thanks Ayush I will keep an eye out :) 

コメントを表示 · 投稿日時:2022年7月06日 · Dan Savage

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