최근 검색


최근 검색 없음

Remi's Avatar

Remi

가입한 날짜: 2021년 4월 16일

·

마지막 활동: 2025년 1월 02일

Zendesk Customer Care

팔로잉

0

팔로워

3

총 활동 수

94

투표 수

6

플랜 수

43

활동 개요

님의 최근 활동 Remi

Remi님이 에 댓글을 입력함

커뮤니티 댓글 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, 

댓글 보기 · 2025년 1월 02일에 게시됨 · Remi

0

팔로워

0

투표 수

0

댓글


Remi님이 에 댓글을 입력함

커뮤니티 댓글 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,

댓글 보기 · 2025년 1월 02일에 게시됨 · Remi

0

팔로워

0

투표 수

0

댓글


Remi님이 에 댓글을 입력함

댓글How 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,

댓글 보기 · 2024년 6월 25일에 게시됨 · Remi

0

팔로워

0

투표 수

0

댓글


Remi님이 에 댓글을 입력함

댓글Zendesk 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,

댓글 보기 · 2024년 1월 25일에 게시됨 · Remi

0

팔로워

0

투표 수

0

댓글


Remi님이 에 문서를 만듦

문서설정 및 청구 관련 도움말

질문

Zendesk에서 제안한 모든 JWT 옵션을 이해하는 데 문제가 있습니다. 각 옵션은 어디에 사용되나요?

답변

Zendesk는 각각 고유한 용도가 있는 3가지 유형의 JWT를 제공합니다.

  • JWT SSO 로그인
    • 이 JWT 유형은 전체 계정에 대해 사용자를 로그합니다. 통합 인증은 회사 시스템에서 사용자를 인증하고, 그 후에 Zendesk에 사용자가 인증되었음을 알릴 수 있는 메커니즘입니다.
    • JSON 웹 토큰(JWT)으로 통합 인증을 사용하면 사용자가 로그인할 때 자동으로 ID 제공업체를 통해 인증됩니다. 그런 후에는 사용자에게 별도의 로그인 자격 증명을 입력하라는 메시지가 표시되지 않고 Zendesk 액세스가 허용됩니다.
  • 메시징에 대한 JWT 인증(웹 위젯)
    • 메시징의 JWT 인증을 사용하면 상담사와 메시징 대화를 시작하기 전에 최종 사용자 인증을 통해 최종 사용자의 ID를 확인할 수 있습니다. 이로써 상담원이 대화 중인 사용자의 신원을 확신할 수 있어 지난 대화에 쉽게 액세스하여 잠재적으로 민감한 정보를 공유할 수 있습니다.
  • Chat에 대한 JWT 인증(웹 위젯 클래식)
    • Chat 계정으로 웹 위젯(클래식)을 사용하는 경우, JavaScript API 및 JWT 토큰을 사용하는 경우에는 모든 페이지 로드에서 방문자를 인증하도록 위젯을 구성합니다.

자세한 내용은 다음 문서를 참조하세요.

번역 고지 사항: 본 문서는 콘텐츠에 대한 기본적인 이해를 제공하기 위해 자동 번역 소프트웨어를 사용하여 번역되었습니다. 정확한 번역을 제공하고자 합당한 노력을 기울였으나 Zendesk는 번역의 정확성을 보장하지 않습니다.

번역된 문서에 포함된 정보의 정확성과 관련하여 질문이 있으시면 문서의 공식 버전인 영문 버전을 참조하시기 바랍니다.

2023년 10월 24일에 편집됨 · Remi

1

팔로워

1

투표

0

댓글


Remi님이 에 댓글을 입력함

댓글Setting 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,

댓글 보기 · 2023년 6월 30일에 편집됨 · Remi

0

팔로워

0

투표 수

0

댓글


Remi님이 에 댓글을 입력함

커뮤니티 댓글 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,

댓글 보기 · 2023년 5월 18일에 게시됨 · Remi

0

팔로워

0

투표 수

0

댓글


Remi님이 에 댓글을 입력함

커뮤니티 댓글 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,

댓글 보기 · 2023년 5월 02일에 편집됨 · Remi

0

팔로워

2

투표 수

0

댓글


Remi님이 에 댓글을 입력함

댓글Using 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,

댓글 보기 · 2023년 4월 20일에 게시됨 · Remi

0

팔로워

0

투표 수

0

댓글


Remi님이 에 댓글을 입력함

댓글Ticket 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,

댓글 보기 · 2023년 4월 10일에 게시됨 · Remi

0

팔로워

0

투표 수

0

댓글