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Justin Federico

Entrou em 15 de abr. de 2021

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Última atividade em 30 de jan. de 2023

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Justin Federico comentou,

ComentárioSalesforce integration

Our ticket sync was disabled for some reason on 10/31/22. There were no alerts to any issue or any notification that the sync was disabled. Are we to get alerted (by email or otherwise) when the data sync fails for any reason?

Once the sync was re-enabled, it started working as expected.

This happened before with the Orgs/Contacts sync as well with no alerts.

Exibir comentário · Publicado 18 de nov. de 2022 · Justin Federico

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Justin Federico comentou,

ComentárioHow to customize the theme of the help center

Thanks, Vlad!

Where/How would this be applied to the ticket form?

Any other info would be greatly appreciated.

Exibir comentário · Publicado 23 de ago. de 2022 · Justin Federico

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Justin Federico comentou,

ComentárioHow to customize the theme of the help center

Is there a way to limit the suggested results by ticket form? We use multiple forms and we only want to see suggestions from the relevant KBs depending on the form selected.

Exibir comentário · Publicado 23 de ago. de 2022 · Justin Federico

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Justin Federico comentou,

Comentário na comunidade Q&A - Objects, workspaces, and rules

Hello Jessica Knöfler

Thanks, Robert Robert Cwicinski

HTTP targets have been replaced by Webhooks but since the flow described above uses a URL Target you can still follow the process as written.

I assume that a Webhook could be used as well but I am still using the URL Target. Either way, you would need to apply the "Notify Target" or "Notify active webhook" action to your Trigger.

Exibir comentário · Editado 23 de ago. de 2022 · Justin Federico

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Justin Federico comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

The backlog dataset is essentially unusable without having the ability to filter based on Ticket Forms at the very least. Since we are not using brands, all of our products have their own ticket form.

I attempted to create my own filters but everything resulted in errors. Has anyone else been able to create filters for the "unsupported" fields?

It would also be great to be able to filter on tags.

Exibir comentário · Publicado 26 de abr. de 2022 · Justin Federico

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Justin Federico comentou,

Comentário na comunidade Q&A - Help center and community

Samantha Chavez

Thanks. I tried your code as you described but there is no redirection occurring. I too would like agents to be able to get to the old HC so there was nothing to change but the domains.

I used the code that Dave provided in the original comment and I do see the redirect. The only drawback here is that there is a flash of the old page.

I removed the content so the screen flash is blank. This may suffice for now. Thanks again.

Exibir comentário · Publicado 01 de fev. de 2022 · Justin Federico

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Justin Federico comentou,

Comentário na comunidade Q&A - Help center and community

Samantha Chavez

Hello Samantha,

I am trying to use your code to redirect users from one Zendesk HC to another. I have added the code at the top of the script.js file and changed the domain values but the redirect is not happening. Not sure what the issue might be.

Doing a trace I am seeing an error in the browser when I have the code added to the .js file. "SyntaxError: Unexpected string"

Exibir comentário · Editado 01 de fev. de 2022 · Justin Federico

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Justin Federico comentou,

ComentárioSetting Guide roles and permissions

Does setting the management permissions replace or supersede the "Help Center > Manage Guide" checkbox in the role settings?

Exibir comentário · Publicado 28 de jan. de 2022 · Justin Federico

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Justin Federico comentou,

ComentárioTicket management

Jake Bantz

You are right! When using Form 2 the brand does change (trigger) from the default brand so the user will not see the ticket in their activities unless they go to the HC for Brand 2.

We are working to unify the forms under a single brand and HC so this will likely be a moot point.

Thanks for pointing this out!

Exibir comentário · Publicado 13 de jan. de 2022 · Justin Federico

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Justin Federico comentou,

ComentárioTicket management

We have 2 brands with a help center for each brand. We have a particular ticket form that is associated with both brands and we can see this form in both help centers.

Brand 1 HC

  • Form 1
  • Form 2

Brand 2 HC

  • Form 2

From the Brand 1 HC, the user can create a ticket on Form 1 or 2. When using Form 2, the user can not see the resulting ticket in My Activities. Form 2 is associated with both brands in the ticket form settings. The ticket itself can only be associated with one brand.

Is there a way to make tickets using Form 2 visible in My Activities on the Brand 1 HC? 

Exibir comentário · Publicado 07 de jan. de 2022 · Justin Federico

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