"Category" and "Severity" filter only shows "All" in customer side

7 댓글

  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Wan! I saw that you recently had a ticket open with more information about this request, so I reviewed that and I'd like to get some more information about this...

    The code snippet that you shared is not the default functionality for the requests page Zendesk.

    • Is this a code snippet that you or your team has written?
    • If not, where did you find this code snippet?
    • Has this code snippet ever worked? If so, when did that change?

    As it stands, I can't really say whether or not that should or shouldn't work, but if you can answer the above questions and then share any console errors that you might be seeing, that would help me in troubleshooting this for you!

     

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  • Wan An

    Hi Greg,

    Thanks for your support here.

    • Is this a code snippet that you or your team has written?--From our zendesk UI,we can find this specific items,for the customer side,I think we haven't do this setting.But I don't understand,shouldn't the information be the same between the customer and us?
    • If not, where did you find this code snippet? --Last time,the Zendesk support team share the code for me,this should the setting by our side I think.
    • Has this code snippet ever worked? If so, when did that change?--From our side,we can use this specific items to mark the ticket always,but the customer side they only can find "ALL" select there.

    So I don't know why the information not sync between the customer and us.And how can do to help the customer to use the filter function?

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  • Wan An

    Hi Greg,

    Any update about this?Looking forward to your reply.

    Regards,

    Alice An

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  • Greg Katechis
    Zendesk Developer Advocacy
    Hi Wan, apologies for the delay here this past week. I think the underlying issue here is that this is customized functionality that has been added to this help center and we simply don't have any way of verifying whether this will or will not work. You can confirm that this is custom by adding a new theme in your help center and then looking at the code for the request_page.hbs. You will need a developer to look at the underlying javascript to see what is being done on your side to try and replicate the functionality to another help center. We can not do this for you, as it is customized for your instance.
    -1
  • Wan An

    Hi Greg,

    Thanks for your support here,but I want to know how can I contact the zendesk developer to check about the code?

    In fact the customer raise the issue,and we don't know how to deal with it,and now I am a little confused about the process of solve this issue.

     

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  • Wan An

    Hi team,

    Any support here about my questions?

    Regards,Alice An

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  • Greg Katechis
    Zendesk Developer Advocacy
    Hi Wan, I think that there's some confusion here...we don't know who customized this help center, but this is not something that is default to the functionality of Zendesk. You would need to ask internally to see who built that.
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