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Oscar Mejias
Entrou em 15 de abr. de 2021
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Última atividade em 11 de fev. de 2025
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Atividade mais recente por Oscar Mejias
Oscar Mejias comentou,
Currently, the Web Widget (Classic) follows the presentation order you have mentioned.
As an alternative, you can think of using the suppress setting to programmatically change the features offered on particular pages of your site to suit your needs.
I hope this helps!
Exibir comentário · Publicado 11 de fev. de 2025 · Oscar Mejias
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Oscar Mejias comentou,
We appreciate the feedback. Our Product Managers will certainly consider this for review - in the meantime, I hope the suggested workaround helps collect HTML-related ticket information via webhook.
Exibir comentário · Publicado 03 de fev. de 2025 · Oscar Mejias
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Oscar Mejias comentou,
That is correct - when placeholders are sent to an external webhook, the unformatted text is used to render the placeholder which means that it's expected to not see the HREF tag.
As an alternative, you may consider rendering the ticket comments from your external service using the Ticket Comments API and collecting the HTML body from the results.
Thanks/1
Exibir comentário · Publicado 03 de fev. de 2025 · Oscar Mejias
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Oscar Mejias comentou,
This is an expected behaviour when updating multi-select field values both via trigger and API as discussed in this post. The recommendation we make is that you either look into adding the values via tags using triggers or consider implementing a solution with a webhook where you update the ticket using the Update Many Tickets endpoint.
Please have a read on Protecting against ticket update collisions and Adding tags to tickets without overwriting existing tags.
Thanks!
Exibir comentário · Publicado 29 de jan. de 2025 · Oscar Mejias
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Oscar Mejias comentou,
Macros can currently update ticket fields by using the values associated with the existing ticket fields. In your case, you may need to consider regularly updating these ticket fields via API.
I hope this helps!
Exibir comentário · Publicado 17 de jan. de 2025 · Oscar Mejias
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Oscar Mejias comentou,
By default, the search bar should be seen within articles if you are using the default Copenhagen theme - if you are using a custom theme, you may need to ensure that no changes to the search bar functionality are compromised.
Thanks!
Exibir comentário · Publicado 14 de jan. de 2025 · Oscar Mejias
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Oscar Mejias comentou,
As started by Aimee, you should take advantage of the different attributes (instead of metrics) to make a better distinction of the different incident tickets linked to a problem ticket. For a full list of ticket attributes please refer to this article: https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_jnb_4hq_4y
I hope that helps!
Exibir comentário · Publicado 02 de jan. de 2025 · Oscar Mejias
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Oscar Mejias comentou,
The API endpoint you are trying to call is not an existing Zendesk API endpoint - to call it, the user that calls it, needs to be authenticated using the usual cookie authentication method.
DM images are private and require authorisation, so in order to show them, we essentially log into Twitter on the user’s behalf, download it and forward it on. In order to do that, you need to be logged into Zendesk.
I hope this helps!
Exibir comentário · Publicado 02 de jan. de 2025 · Oscar Mejias
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Oscar Mejias comentou,
You should definitely be able to suggest multiple answers at the same time by Defining bot behavior with answer steps.
As mentioned in the article "each answer addresses a single question your customers might ask about, and your bot can be trained to understand customer questions when phrased in different ways. You can build your own answer from scratch, or use a pre-built answer template."
I hope this helps!
Exibir comentário · Publicado 20 de nov. de 2023 · Oscar Mejias
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Oscar Mejias comentou,
We appreciate your feedback and understand how this can be useful for your use case.
Currently, Zendesk Talk does not cater to user segmentation in the way you've explained it. Our Product Managers will be reviewing this conversation to consider this in future implementations.
Thanks!
Exibir comentário · Publicado 20 de nov. de 2023 · Oscar Mejias
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