Diego Bechi

Hi Community,

I'm researching to understand the precise steps required to update the "Host Mapping" from, for instance, "support.diegobechi.com" to "support.newdomain.com". After scouring numerous articles and forums, I've found the most relevant resource to be this one: 
https://support.zendesk.com/hc/en-us/articles/4408838571930-Host-mapping-Changing-the-URL-of-your-help-center

This article provides clear instructions on how to set up the new alias, including:

1. Properly configuring DNS settings on my end
2. Updating the host mapping URL within the branding settings
3. Verifying that Zendesk generates a new certificate for the new URL.

Following these steps should ensure a smooth transition to the new domain.

However, my primary concern revolves around handling traffic from old links, as many customers and sites may still be linked to articles with the old "support.diegobechi.com" URL. I'm eager to learn if there's a way to set up redirects so that users clicking on old links are seamlessly redirected to the corresponding articles with the new domain.

For example, if someone bookmarks an article with the old URL: 
"https://support.diegobechi.com/hc/en-us/articles/111155662244-Getting-started-with-us", 
I'm hoping to implement a solution where they are automatically redirected to the article with the new domain:
"https://support.newdomain.com/hc/en-us/articles/111155662244-Getting-started-with-us".

(Note: These URLs are examples and do not represent real links).

Has anyone here encountered a similar scenario? Is this feasible within Zendesk, or would it require changes to our servers? I would greatly appreciate any advice or insights on potential solutions to ensure a seamless user experience for visitors accessing links with the old domain.

Thank you for your help!

Hi Eric, 

The custom field I'm trying to update is not actually added to any form so I'm not seeing it when using client.get("ticketFields").

I'm able to access the field now and as you can see on the screenshot, I can get it as null first, then set the new value and then when get the value again, I'm seeing it added.

But it's not getting saved when the ticket is submitted and maybe this is because the customField is not added to any form currently

re: Apps and EAP functionality are disabled within the sandbox.

I have a question about it. is there any way to create the sandbox account with all the Apps I have in production? (besides doing it manually)

For context, I'm trying to replicate the same UI & functionality from production in order to test it as a whole while adding new internal developed apps. For now I have been adding the apps one by one which takes time if you have quite a few.

Thanks!

Thank you SO much James!!!!!

I just noticed that when I tested the previous piece of code, I forgot to re-add the background instance on the manifest :face-palm:

Now that I added it back and modify my logic a bit it's working exactly as I was expecting.

Thank you for the patience and detailed response. 

Have a great day!

Thanks James and Eric for your responses.

@James thanks for sharing this

 I think the error  is coming from the instance for your background location, which doesn't support the iconSymbol property.

I was not aware of that limitation and that's what I was trying to use for the first page load.

The code you shared is similar to the code I had in place already and it works perfect when I click and open the top bar app. But my issue is that I need to change the icon without opening the top app first.

@Eric I want to be able to update the icon in two occasions:

1) When the agent loads the page, I need to run my logic to see which icon should be displayed and update it properly. Using the Incident app as an example, when the page loads, you can make the call and see if there are active incidents. If so, you can change the icon to display the number of incidents. If there are zero incidents, you can just display the normal logo.

2) When the agent opens the application, I'm running the same logic again just in case there are new incidents (already have this working by using pane activated-deactivated as well)

You can see on this example recording how the atlassian app in zendesk first loads the regular icon and then it's replaced with the one that contains the orange buble https://share.getcloudapp.com/v1uE6mQA

That's exactly what I'm trying to implement on my app for another use case

Hope that makes sense

Not sure if I fully understand that idea. I need to keep the icon in there since I'm updating it based on some logic for this use case. 

Let me explain it by using the Atlassian Status page case below.

You can see how without opening the app:

• in the image on left side, the icon is not showing any notification
• and in the image on the right side, there is another icon showing that there are incidents

Zendesk support told me that they are making this change by replacing the icon with that code 

client.set('iconSymbol', 'mySymbol')

which works when I open my app as expected but it's not working like their app whitout opening the app.

Hope that clarifies the issue and what I'm looking to achieve.

Sorry for the confusion, I'm running the app in the background AND in the top bar section.

Besides that what I'm updating is the icon that it's always visible at the top.

I noticed that a few top bar apps are doing this such as the Atlassian Status Page app by Zendesk. That svg icon is getting updated without opening the app. My guess is that those are using the background location too but maybe is there another workaround.

Hi there,

I'm building a simple top bar app and I'm having issues while using the setter to change the icon:

var client = ZAFClient.init();  
client.set('iconSymbol', 'mySymbol')

This works properly when I click the icon of the app.

Then, if I change the manifest to have the app also running on the background:

"location": {
    "support": {
      "top_bar": {
        "url": "assets/topbar.html",
        "size": {
          "width": "390px",
          "height": "450px"
        }
      },
      "background": "assets/topbar.html"
    }
  },

when loading the page, the console displays an error saying:

The code to change the icon still works properly when opening the app. Is just rejecting that promise when trying to use the code in the background. 

I checked and confirmed the client status was ready and the instance created but the error is still present.

Any thoughts on how to make the icon change from the background location?

Thanks in advance,