Rob Lees

Hi Gaurav Parbat,

It's been a few months and we've not seen any updates in regards to this EAP.

Can you provide any updates on when the EAP will be rolled out to customers who signed up?

Thanks

Hey Lou

Thanks for the reply!

They are replying via the "My Activities" and "Add to conversation" within our internal Help Center that we set up in ZD Guide. 

Is a reply via the "Web form" channel considered the same as logging in and adding a comment as a Light Agent or is there a way to trigger off of that event?

My Trigger has "Update is via webform" as a condition, but I'm guessing the internal note vs Public reply is the culprit. 

We struggle with how to handle internal support requests because of how the Light Agent permissions are configured. We are trying to move our customers and internal users away from using email as a support channel, but the Light Agent makes it nearly impossible because the internal comments severely limit the workflow. 

We have a form that we use for an internal help center that only our Light Agents use. 

I've seen issues with tickets not moving from Pending/Solved to Open status when the Light Agent replies to the ticket. 

I saw the Lou comment on May 20, 2022, and tried to reproduce it, running into problems when our agents reply back in Support and try to save to pending/solved, it is triggering and changing back to Open. I would have thought the update via web form would stop that from happening. 

Any advice?

Adding JQuery was the part we were missing, I am now hiding the description, attachment upload, and CC on another form utilizing the code I posted previously with the minified JQuery in the document_head.hbs file. 

I am running into difficulty understanding the steps in this guide and the information provided in the comments. One of my colleagues had tried the following code in our script.js files

var ticketForm = location.search.split('ticket_form_id=')[1];

if(ticketForm == 1900000103125) {

$('.form-field.request_description').hide(); // Hide description
$('.form-field.request-attachments').hide(); // Hide attachment upload
$('#request_description').val('A new report request has been subitted. See details in the fields to the left'); // autofill description
}

We initially wanted to hide the description on one of our forms, I now see multiple situations where we need to hide fields due to limitations with the Light Agent commenting and the Help Center. 

I'd like to hide the description and the CC fields on different forms. This script currently resides at the bottom of our script.js file. We do not have JQuery installed and I am not a developer, any advice would be appreciated.