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Mark

已加入2022年10月24日

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最后活动2025年1月08日

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社区评论Zendesk EAP - Article Multiplacement

We have an issue where even when we have created translated pages in our HC for articles, the Placement section still displays “Missing translations”.  And when trying to view the page in the HC and switching the language from EN to FR, we get a “Oops…. page missing” message.

 

查看评论 · 已于 2024年11月01日 发布 · Mark

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社区评论 Q&A - Help center and community

Any other ideas what could be the cause?

查看评论 · 已于 2024年3月08日 发布 · Mark

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社区评论 Q&A - Help center and community

Thanks, but the user's browser is set to French also.

查看评论 · 已于 2024年2月29日 发布 · Mark

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Mark 创建了一个帖子,

帖子 Q&A - Help center and community

Hey,

We've configured our HC with multiple language support (English and FR-Canada), however when agents who have FR-Canada in their user profile as the default language visit the HC, they get English as the default language unless they switch it at the bottom.  That happens even with the link ends with just /hc instead of /hc/en-us

Shouldn't this be detecting the user's default profile and switching accordingly?

thanks

已于 2024年2月29日 发布 · Mark

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评论How to solve issues with the email channel

Are there any 3rd party tools that can accomplish the creation of a new ticket based on certain conditions?  I was looking into creating a Trigger that would detect a certain text in the reply body, and if it exists, make a new ticket from it.

查看评论 · 已于 2024年2月02日 发布 · Mark

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评论How to customize the theme of the help center

One thing I would add, Brandon (729), is that this method does not work so reliably.  Due to a bug in ZenDesk, if you submit a ticket form with errors (mandatory field not filled out, etc.), the page will refresh with the current form open, but the URL will change - it will no longer display the form ID in the URL, and your JS code will be useless.

The only workaround I have found so far is to detect for a particular field on the page, rather than using "ticket_form_id=", and if that field exists, then run whatever conditions you want.  Of course, you would need to make this "special field" and only use it on the form you need it on, and then perhaps hide it with JS, but otherwise you will have unreliable JS.  Try it out yourself if you don't believe me :)

查看评论 · 已于 2024年2月02日 发布 · Mark

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评论How to solve issues with the email channel

Is there anything that can be done to force new tickets even when the headers are the same in a ticket?

We are getting emails from people who like to reply to their old emails or forward them instead of creating a new one, and this adds it as a reply to an existing ticket, instead of a new one, and issues are getting missed by our agents that needed to have been triaged.

查看评论 · 已于 2024年1月24日 发布 · Mark

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评论Using themes and customizing your Help Center

Is it possible to use Javascript/jQuery on Agent-only forms, or only on the HC side (for end users)?  I tried running some javascript and seeing the result on the Agent side, but it didn't execute.

查看评论 · 已于 2024年1月08日 发布 · Mark

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评论Working with articles in the knowledge base

Is it possible to create a Content Block, or an entire article, that appears in more than one Help Center?  Since we have multiple HC / Brands in our instance and we want to show the same article in multiple ones... it would be good to avoid having to copy it and then maintain two identical copies.

查看评论 · 已于 2024年1月03日 发布 · Mark

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社区评论 Q&A - Tickets and email

Thanks guys, I will check these soon and let you know :)

查看评论 · 已于 2023年12月06日 发布 · Mark

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