Anne-Flore Caire

We have 70 support addresses in our Zendesk: personalised addresses and not in zendesk.com + several different addresses per service, so it's impossible to use the brands. And we have to use a webhook that calls the Zendesk API to manage this. For the Email channel, the recipient is already ok, but absolutely not for requests by phone, Help Centre forms or ChatBot. It's a real problem.

Hi, is there a procedure for migrating email addresses that are already set up in our email channels (where we didn't have a choice of method)? I don't see a button for changing the method. Only the delete button and the create button. By doing this, we'd lose the support email address concerned on tickets that haven't been closed.

Hello. 

I have the code to add to new_request_page.hbs to condition a field according to the form ID, and it works fine.
And I'd like to do the same thing, but by conditioning a field according to the value of another custom field, either a drop-down list or a text field, but I can't manage to adapt the code. I must be missing something simple. 

Thanks in advance for your help!

Simple codes that work:

if ($("#request_issue_type_select").val() == "123456789") {
 $("#request_subject").val("New request");
};

if ($("#request_issue_type_select").val() == "123456789") {
$("#request_custom_fields_11111").val("value");
};

Simple codes that don't work:

if ($("#request_custom_fields_11111").val() == "value") {
 $("#request_subject").val("New request");
};

if ($("#request_custom_fields_22222").val() == "value") {
$("#request_custom_fields_11111").val("value");
};

The new features for managing custom translations are really good! One thing that still needs to be done is to be able to set different links for different languages (which cannot be managed by automatic translation). Is this a development we can look forward to? 

Hello. 

At present, when a ticket is created by email, if the email address of the requester corresponds to a domain entered in an organisation, the system automatically attaches the requester to the organisation concerned. 

However, when an email address is added to a user who has already been created (following an incoming call, for example, where only the telephone number is given), even if the domain is known, the system does not automatically link the requester to the organisation concerned. Worse still, the system visually suggests recreating a new organisation (‘xxx (create)’). The same applies when a new user is created without going through a ticket. This contributes to the duplication of organisations.

Does anything exist on this subject? Or is development already underway? 

And another idea for avoiding duplicate organisations: as with emails, which can't exist in duplicate, the same domain shouldn't be entered across several organisations. 

If necessary, I'll create an evolution request, as I haven't found any that already exist, but before it's voted on and worked on, it could take a long time, so I'll check first to see if anything is possible or in progress. Thanks

Can we expect to have the "Agent workload vs. capacity window" directly in a live dashboard? Some managers would like to see directly the names of agents Online, Offline... (depending on the desired filters)

Hello, 

how does the de-indexing process work if a page is deleted from an indexed website? How long does it take for this page, which no longer exists, to be proposed in the Zendesk Help Center search?
Similarly, in the event of a problem with a crawler that no longer crawls a website but is not deleted, how long does it take for the pages that are no longer indexed to be proposed in the Zendesk Help Center search? Because I thought I had read 30 days, but we have the case and it's been longer than that that the crawler no longer passes, and the indexed pages are still suggested. 
Thanks in advance for the clarification.

Except that not all filters work depending on where you are in the code. And I'm not getting the expected result

ticket.requester.phone allows us to retrieve the requester's main telephone number, but how do we retrieve the other numbers if there are any? 

Same question for ticket.requester.email ?

So I'm going to do it differently or not. But it would be really interesting to have it. Thank you for the feedback Dainne Kiara Lucena-Laxamana