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Serge Pincon

Entrou em 09 de mar. de 2023

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Última atividade em 04 de nov. de 2023

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Atividade mais recente por Serge Pincon

Serge Pincon comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Sorry for coming back to this one but is there really no way just to add instruction to a form?..

I would like for instance to let the user know which files I need them to upload based on what issue they are experiencing.

It seems so weird that we are unable to write anything to our users while they are trying to contact us, and when we know that they certainly might be able to use extra information..

Exibir comentário · Publicado 04 de nov. de 2023 · Serge Pincon

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Serge Pincon comentou,

Comentário na comunidade Developer - Zendesk APIs

https://support.zendesk.com/hc/en-us/community/posts/4486825535258-What-is-the-Access-log-API-

Quote (1st official comment): A large part of our frontend uses a tool called GraphQL. For the purposes of this EAP it means that the URL path is obfuscated and we don’t know what was accessed as part of the request an agent made. You will see this /graphql path in some of the URLs.

Exibir comentário · Editado 03 de ago. de 2023 · Serge Pincon

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Serge Pincon comentou,

Comentário na comunidade Developer - Zendesk APIs

Greg Katechis More than 2 years ago since you mentioned that we should "rapidly" get the Open API spec.. Any news and/or ETA?

It feels ever more awkward as it seems as if you are using GraphQL yourself for your clients...

Exibir comentário · Publicado 03 de ago. de 2023 · Serge Pincon

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Serge Pincon comentou,

ComentárioGeneral questions about email and email template

I agree with Ruth..

I just noticed that the agent full name is exposed when using "{{ticket.comments_formatted}}".

This is quite a dramatic fail from Zendesk to be honest... You are exposing PII of our employees (so potentially putting them at risk) without any indication that you are doing so, and even worse without their or our consent..

When a user setup an alias it should be honored. Only this alias should therefore be used in any and all external communications.. Without us having to worry that "formatted" / "rich" / "randomunrelatedtag" is exposing data they have no reason to...

Exibir comentário · Publicado 11 de jul. de 2023 · Serge Pincon

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Serge Pincon comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I would like to add block of text, ideally formatted with bold, italic, paragraph etc..
But really just the ability to add text without any input required from the user..

Exibir comentário · Publicado 21 de abr. de 2023 · Serge Pincon

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Serge Pincon criou uma publicação,

Publicação Feedback - Ticketing system (Support)

In order to add more context, description, explication to a form; I would like the ability to add a custom field with simply some text (ideally which would support some basic HTML tags).

I spent a few hours trying to find how to, as I couldn't imagine such a basic feature would not be present.. but here I am ;(

My current use case is to create a form for "GDPR Account deletion" request where on top of the checkbox "I hereby agree..."; I wanted to add more colour as of what would happen and the list of everything that will be lost in the process. I reckon it is primordial for a user to make an educated decision..

Right now the only option provided by Zendesk is "Either it will be displayed as a wall of text in a field description" or "nothing at all"..

I cannot be the only one who would like to be able to expose content to the user, without having to artificially creating a delay and paying for a contact, am I? (Clearly targetting those who "submit a ticket" without reading the FAQ)

Publicado 21 de abr. de 2023 · Serge Pincon

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Serge Pincon comentou,

ComentárioSecurity and user access in Zendesk Support

This logic / flexibility is what I'm asking indeed.

Exibir comentário · Publicado 09 de mar. de 2023 · Serge Pincon

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Serge Pincon comentou,

ComentárioSecurity and user access in Zendesk Support

The opposite actually: Most of the forms to be restricted to user authenticated through our system; but a handful amount of forms opened to anyone (anonymous contact)

Exibir comentário · Publicado 09 de mar. de 2023 · Serge Pincon

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Serge Pincon comentou,

ComentárioSecurity and user access in Zendesk Support

Hey there.

I'm trying to add a bit more finesse than the "all or nothing" approach but I struggle and would appreciate your assistance.

While I want for most of the tickets to come from authenticated users -we are using our own authentication system and not Zendesk's-, I have to have a few forms open to anonymous contact (e.g. the obvious "I can't login".., "I don't recognize this charge on my CC").

How does one can achieve that?

Looking forward to reading your answer.

Exibir comentário · Editado 09 de mar. de 2023 · Serge Pincon

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