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Remi
已加入2021年4月16日
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的最新活动 Remi
Remi 进行了评论,
Hello Leo Lenk,
Thank you for posting! I hope you are doing well.
Unfortunately, there is no such thing and likely will not happen as we cannot merge all emails coming from Zendesk as this would lead to collision and email potentially being missed, which is not a thing we would like to see.
Each Email from Zendesk not necessarily coming from the same department/team etc… It would mean some information could easily get missed.
On top of that, as email conversation/threads work with headers such as “references” and have already a logic for threading... It would defeat the very purpose of it.
Have a lovely rest of your day!
Best,
查看评论 · 已于 2025年1月02日 发布 · Remi
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Remi 进行了评论,
Hello Henrik Breinballe Hansen,
Thank you for your post, hope things are well on your end!
Unfortunately, the custom configuration of fields mapping for auto-provisioning between Azure and Zendesk won't fall within our realm of support.
However, the same way you were able to map this ID value to this Custom Field, you should be able to retrieve any other property/attribute from your User directory such as : Name / Email and pass them in.
As shown in Azure documentation : Configure automatic user provisioning for Zendesk in Microsoft Entra ID
You can establish a mapping between your fields in Zendesk / Azure

Hence, I would suggest mapping your user Name or Email to the targeted Custom User field in Zendesk.
Hope this helps, have a lovely rest of your day!
Best regards,
查看评论 · 已于 2025年1月02日 发布 · Remi
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Remi 进行了评论,
Hello @... ,
Hope you are doing well!
If your Token turns out to be expired when pushing the payload against the Login (When the visitor logs in), then, a 401 will be returned as the JWT will become invalid and thus, the Visitor should enter as "guest" indeed.
Hope this clarifies it! Let me know if this isn't the same scenario.
Best,
查看评论 · 已于 2024年6月25日 发布 · Remi
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Remi 进行了评论,
Thanks for your message, hope you are doing well today!
To answer this :
-
Is Zendesk able to handoff an answer bot conversation into another bot solution?
Yes, this is feasible as Messaging is running on Sunshine Conversation "engine" and thus through Smooch API, you may have a look here : Handover with the switchboard, to learn more about it and in depth.
- If so, is it able to do the handoff on basic messaging or do you require Advanced messaging with SunCo. to execute?
Even as Zendesk "licensed" user you can still access and use Smooch APIs, although the endpoint might differ, feel free to check here as well :
If you are a licensed Zendesk customer, use the following API host:
https://.zendesk.com/sc
Hope this helps / clarifies it! Have a lovely rest of your day.
Best regards,
查看评论 · 已于 2024年1月25日 发布 · Remi
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Remi 创建了一篇文章,
问题
我无法理解 Zendesk 推荐的所有 JWT 选项。每个选项的用途是什么?
回答
Zendesk 提供三种不同类型的 JWT,每种都有不同的用途。
-
JWT SSO 登录
- 此 JWT 类型根据整个帐户记录用户。单点登录是一种允许您对系统中的用户进行身份验证的机制,并在随后通知 Zendesk 该用户已通过身份验证。
- 如果您使用带有 JSON 网络密钥 (JWT) 的单点登录,用户登录时将自动通过身份提供者进行验证。然后允许通过验证的用户访问 Zendesk,而不会提示其输入单独的登录凭证。
-
消息传送的 JWT 身份验证(Web Widget)
- 用于消息传送的 JWT 身份验证允许您在开始与专员的消息传送对话之前,通过终端用户身份验证验证终端用户的身份。这使专员可以确定与之合作的用户的身份,这样他们就可以轻松访问过去的互动,并与他们共享潜在的敏感信息。
-
适用于 Chat 的 JWT 身份验证 (Web Widget Classic)
- 如果您在 Chat 帐户中使用 Web Widget(经典),请使用 Javascript API 和 JWT 密钥配置您的小组件,以便在每次页面加载时对访问者进行身份验证。
有关更多信息,请参阅文章:
- JWT SSO 登录文档
- 适用于消息传送的 JWT 身份验证(Web Widget)
- 适用于 Chat 的 JWT 身份验证(经典小组件)
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已于 2023年10月24日 编辑 · Remi
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Remi 进行了评论,
@Good day BAKO,
Thank you for your post, hope all is well on your end today!
To answer your questions :
1 - I'm no Explore expert, but I don't believe you will be able to build a report based on whether the user is authenticated or not, for the reason that authentication isn't a recorded state / nor an attribute, therefore, Explore will have no way to pull this data from Support/Chat dataset.
Which leads to your second question
2 - Same as above, End-user authentication isn't "recorded" in any API or attribute.
Thus, one answer to both of your questions as a "best solution" would be simply to pass a Tag via our API for Chat Widget when your user is authenticated.
So basically, build your code and logic to apply/build the JWT, wait for the JWT to be passed to our endpoint and then, once confirmed, in parallel push/add a Tag such as "user_authenticated" via this Chat API > chat:addTags, which will be passed to the Chat session through the widget.
This means, then, you can build your Report in Explore based on these tags, as we will know they only exist for authenticated users.
Same for your Trigger, you can then use the "Contains at least one of the following" tag "user_authenticated" as a condition, which means your Trigger will fire only for authenticated users.
Hope this helps! Have a lovely rest of your day and a great weekend as well.
Best regards,
查看评论 · 已于 2023年6月30日 编辑 · Remi
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Remi 进行了评论,
Good day Iuliia Saunova,
Thank you for your post, hope you are fine!
Unfortunately, there is no inbuilt method to change this string and this isn't supported, You would need to do DOM manipulation / custom code to achieve this.
Something like below :
The only challenge will be that as the "zd-autocomplete" HTML element isn't mounted on page but only when "Article Results" are rendered, hence, the challenge for now is that the QuerySelector isn't defined when using the script.
You will have to find a way to listen to this element mounting and trigger the function containing the script once the latter is mounted in the DOM.
We cannot really assist further than this, I'm afraid.
Hope this helps!
Best regards,
查看评论 · 已于 2023年5月18日 发布 · Remi
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Remi 进行了评论,
Hello Otto Lindqvist,
Thank you for your post here, I hope you are doing well today!
In order to achieve what you want to do and pass attachments toward an endpoint via JSON, I wouldn't suggest using the following placeholders with your context/scenario :
- latest_comment_html
- latest_comment_formatted
As indeed, the files / links will be separated by hyphens and no break line, for instance.
I would recommend using the Ticket.Comment object and Comment.Attachments child-node as explained here > Using Liquid markup to customize the formatting and placement of text in comments and email notifications
This placeholders are part of our documentation as well : Standard comment placeholders
{
{% for comment in ticket.comments limit:1 offset:0 %}
{% for attachment in comment.attachments %}
"attachmentName" : "{{attachment.filename}}"
"attachmentURL" : "{{attachment.url}}"
{% endfor %}
{% endfor %}
}
And here is the Raw JSON that I received :
This will allow you to pull any property's value in an easier way where you just have to query each node / access each attribute's value within the responded object.
With this placeholder, it will be easier to handle the response as it gives you more granularity coupled with some Liquid Markup condition.
Hope this helps! Have a great rest of your day.
Best regards,
查看评论 · 已于 2023年5月02日 编辑 · Remi
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Remi 进行了评论,
Good day Asafe Souza Ramos,
Thank you for your post, I hope you are doing well!
To answer this, the best current option is still to use the HelpCenter native method and its related nodes / attributes, such as indeed :
HelpCenter.user.email
We, indeed, recommend to not rely on it to set correct expectation, but I'm not aware of removal of this feature soon.
For now, this is the way to go, otherwise, via some DOM manipulation you can call out (via getElementById() for instance) to the

Which contains the ID of the current logged-in user through the href, you can extract this ID from the last URL segment (save it as variable) and make a subsequent API GET call toward this user profile with the ID, which will respond with the user's email (amongst other "properties").
-
GET /api/v2/users/{user_id}
For example :
This is another option to explore.
Hope this helps! Have a great rest of your day!
Best regards,
查看评论 · 已于 2023年4月20日 发布 · Remi
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Remi 进行了评论,
Good day Jimmy van der Have,
Thank you for your post, hope you are doing well!
Unfortunately, as written here : System ticket fields
The external_id isn't a system ticket field.
Only the fields listed in this doc can be used as "system" field to pre-fill ticket fields.
However, you can still create a dedicated custom field and pass your external_id to the ticket via the usage of the ticket field ID as below :
-
&tf_[fieldID}={value}
From our perspective, the external_id isn't a "native" Zendesk user identifier in Support to tie a ticket to a user but is meant for external systems as outlined here : User's attributes.
Hope this clarifies it! Have a great rest of your day.
Best regards,
查看评论 · 已于 2023年4月10日 发布 · Remi
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