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Paul
Entrou em 04 de nov. de 2022
·
Última atividade em 19 de abr. de 2024
I work as a Tech Lead for Auto Trader UK - we are currently running a pilot of Zendesk. We are big believers in API first and are using Terraform to provision our environments.
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VISÃO GERAL DA ATIVIDADE
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Atividade mais recente por Paul
Paul comentou,
I agree that this is really quite poor. I absolutely get the data only being refreshed daily and I think that's fine but it's effectively 2 days behind and you can never get a view of yesterdays data alone with a detailed breakdown. Please do look into this - thanks.
Exibir comentário · Publicado 19 de abr. de 2024 · Paul
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Paul comentou,
Hi,
Hi, as per this article when do you think realistically the email address will be included in the newly created contact. This is important for us before we go live with chat on our site and we have been told on numerous occasions that this is coming soon but over a year later this is still a problem.
When a user of our site is logged into our site and engages with ZD messaging, we log them into the Zendesk chat using a JWT token that contains name, email and external Id.
Whilst the name and external id are set, the email address is not and it is vital to our operations to ensure this is automatically set rather than our agents having to manually set it which is both error prone and time consuming.
Please can you give an update on this work with a realistic timeframe for it being implemented?
Thanks
Exibir comentário · Editado 11 de abr. de 2023 · Paul
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Paul criou uma publicação,
Hi,
We'd like to be able to perform the following customisations of our messaging widget (these are in priority order)
Launcher - Ability to update icon used to our own custom icon without having to create a custom launcher
Chatbot profile image - Ability to use custom profile avatar for the chatbot or at least change the colour of the chatbot box with eyes
Chat window:
Update font to our own
Change background colour of header
Round top corners of chat window only
Message colour for agent:
To change ftext colour
Change text colour to UI Title
Chat bubble:
Agent - To have rounded corners apart from the bottom left
User - to have rounded corners apart from bottom right
The above is true unless there are multiple messages in a row by same user, in which case they stack as shown
Corner radius to be 16px
Profile images:
Agent - To be in a circle not a rounded square
Text entry section:
Update to have larger text area, clearer CTA entry button
May need to also add paperclip icon to allow attachments, add our own icon set for this.
Thanks
Publicado 25 de jan. de 2023 · Paul
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Paul criou uma publicação,
Hi,
It would be really useful if all of the Guide settings were exposed via API's so we don't have to manually set them across our different environments.
Thanks.
Publicado 06 de jan. de 2023 · Paul
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Paul comentou,
Hi,
I am trying to create a user segment that includes all of our staff except for those in the Light Agent role. Is this possible?
I could do it by.creating a segment that includes all groups except our light agent group but we are provisioning users via SCIM so every time we add a new agent user group we would need to remember to add that group to the user segment which is not ideal.
Thanks.
Exibir comentário · Publicado 06 de jan. de 2023 · Paul
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Paul comentou,
Hi,
Is it possible to export Explore reports via the API at all?
Thanks.
Exibir comentário · Publicado 23 de dez. de 2022 · Paul
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Paul comentou,
Sorry I didn't reply sooner, I missed your response!
Just to update that we got this sorted - it was an issue with our Azure AD configuration and a mis-understanding on our end. All working now.
Many Thanks.
Exibir comentário · Publicado 23 de dez. de 2022 · Paul
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Paul comentou,
Just to update that we got this sorted - it was an issue with our Azure AD configuration. All works as expected now.
Exibir comentário · Publicado 23 de dez. de 2022 · Paul
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Paul criou uma publicação,
Hi,
I'd like to request some additional data be added to the search result object seen here:
https://developer.zendesk.com/documentation/help_center/help-center-templates/objects/#search-result-object
It would be very useful that if the result is an article then we can access the article id and article labels fields.
The reason for this is that we would like to be able to display labels alongside the search results to show which of our users the article is targeted at.
I've managed to achieve this with some javascript code but at present it relies on the article last updated date which sees flaky and will possibly be identical for multiple articles as we build our help centre out via API's
Thanks
Publicado 23 de dez. de 2022 · Paul
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Paul comentou,
Has anybody managed to get this setup using Azure AD to create agents with a custom role?
We have added mappings for role (set to 'agent') and custom_role_id (set to the id of the custom role to assign) but users are always created as end-user rather than as agent.
Any ideas?
Thanks
Exibir comentário · Publicado 04 de nov. de 2022 · Paul
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