Add to conversation is not editable.

Hey, you can edit that button label ' Add to conversation' on the 'request_page.hbs' template. See here

<button type="button" class="comment-show-container {{#validate 'body'}}hidden{{/validate}}">
{{t 'add_to_conversation'}}
</button>


{{t 'add_to_conversation'}} remove this and write the text 

And 

console error is showing because you missed to close the quotes ('......') in the first category link JS code.

See here:

document.getElementById('cat-........81255').href = 'https://crypto.zendesk.com/hc/en-us/requests/new    // you didn't close the inverted comma and semicolon at the end of link as other links like second.

Thanks

Team

If you can share your HC URL then I can figure out this issue.

Thank You

Ifra

Hi Ifra,

Thanks, the link to the HC is here - 

https://cryptopia.zendesk.com/hc/en-us/restricted?return_to=https%3A%2F%2Fcryptopia.zendesk.com%2Fhc%2Fen-us%2Frequests%2Fnew

Let me see :)

@Ifra Saqlain

I am having the same issue as Lenny above (We don't want to edit the text in the box, users just can't add any replies to the ticket.) and found this thread but do not see if there was a resolution.

Were you able to solve this for Lenny?

Thank you,

~Donna

Donna, if you don't want to add replies of  users then you can comment the script code of this feature, see in the screenshot below:

Or explain more about it, exactly what you want to do with this text box.

As per my understanding; you don't want to add the text in the box and none of users can add, right? so you can remove the JS code of it.

I believe this is working  now. When I was signed in, I was able reply as a user.  I want my user to be able to reply. I am assuming that reply will be updated for agents in Zendesk so they can see the reply and reply back?

~Donna

Do you mean end users couldn't be able to reply back, right?

As I signed in to your HC theme but I won't be able to edit the text box, right?

If yes, then you need to check the user role to edit the text-box.

I mean, what kind of users you want to disable the textbox for?

For agents or end-users?

I want the customer to be able to reply within to HelpCenter. I replied as an end-user but didn't see the ticket updated in my agent area.

I don't want my agents to have to go into the helpcenter to answer tickets but continue to manage tickets within Zendesk. 

Is that possible?

~Donna

Donna, see I have disable the comment box for the agents only for Help Centre but they can manage tickets from the Zendesk.

You have the above code in your script file just find and add the condition for the agents

if (HelpCenter.user.role !== "agent"){

already have code for comment-container

}

Thank you. All is working as intended for my users to be able to reply within the Help Center.

~Donna

Great :)

Hi there - I seem to be having the same problem as mentioned above however the images are broken from the solution so I am unable to troubleshoot using the advice previously given. I want general users to be able to "add to conversation" via the request_page but it is grayed out.

What can I do to this bit so that users are able to add to the ticket?

        <div class="comment-container">
          <button type="button" class="comment-show-container {{#validate 'body'}}hidden{{/validate}}">
            {{t 'add_to_conversation'}}
          </button>

Hi Holli Kyle :),

Do the following:

I). You can check the user-role. Go to the script.js file and find  '.comment-show-container'.

if (HelpCenter.user.role !== "agent"){  
// Wrap you code inside this condition
}



Note: You can check the user role, replace 'agent' to 'end_user' or 'admin' or 'anonymous'.



Currently you have in your script.js file:




After adding the condition:

Let me know if it works for you.

Thanks

Team

Thank you SO MUCH for the quick response, Ifra!

I was excited to try the update but for some reason, End Users are still unable to click to "add to conversation".

I must be missing something?

Hi, 

condition should be:

if (HelpCenter.user.role=="end_user"){

Not

if (HelpCenter.user.role=="end_users"){

"end_user" is not working for me either :(

@Holli Kyle, it should work:

Can you share your HC URL?

Then I can see the bug.

Thanks so much for your help. Here is the link: https://knackops.zendesk.com/hc/en-us

Hi Holli Kyle, fix your JS bug at your script.js file at the bottom area, line no. 506

Error:

Bug In Your JS File:

Fixed JS Bug:

$(document).ready(function () {

constticketForm= ("#request_issue_type_select").val();

if (ticketForm==114098261672) {

('.form-field.string.required.request_subject').hide();

};

});

Thanks for your patience. I've made the update however that has not made a change to the original issue - I am still unable to "Add to conversation" from the requests page :(

Thanks so much for your persistence in helping with this issue... I hope we are close?

Another bug:-

I'll solve it, at office yet :)

Hello there - I am still having this same issue and I wonder if it's possible to fix. Here's the link again to my support center: https://knackops.zendesk.com/hc/en-us 

I suspect the conflict has to do with the way I set up this support center... I followed the steps of this article: https://support.zendesk.com/hc/en-us/articles/4408884098074-Setting-up-a-requests-only-tickets-only-help-center Hopefully the additional context is helpful.

@Holli Kyle, remove the code below from the script.js file:

Add the given below:

$(document).ready(function () {
if (window.location.href.indexOf("114098261672") > -1) {
$('.form-field.request_subject').hide(); // Hide subject
$('#request_subject').val('test subject'); // autofill subject
} 
})

Thanks to ping me, how can I forget?