/liferay-zendesk-userscript

Primary LanguageTypeScript

Build Instructions

You can install the script by visiting the pre-built version stored in the following raw GitHub content link:

If you would like to build this user script from source, the source code is found in the following repository:

You then use the following commands to convert the typescript into a user script:

npm install
node node_modules/typescript/bin/tsc

Once the build is complete, you will find the file in build/zendesk.user.js.

To install this built script, open up your user script manager for your browser, and either (a) save this as a new script if you've never installed the script before, or (b) edit the existing Zendesk for TSEs script if you've already installed it from the remote URL provided above.

Note: Only tested in Opera (Violentmonkey), but it should work in other browsers since it doesn't use any special features. Any features that interact with ZenDesk apps (for example, there is a feature that auto-populates a few fields when you use the "Create Issue" link in the JIRA integration app) require using Tampermonkey or Violentmonkey, due to a known limitation with iframes in Greasemonkey 4 (reference).

Feature Documentation

Eric Yan highlighted a problem where finding attachments was difficult with Help Center (though this might be a training problem; we have no idea where to look for it), so I've created a user script to fix a few of the problems I've experienced with the ZenDesk UI.

As of June 19, 2023 - 22:00 Pacific (version 17.5)

The script adds the following to the ticket:

  • A description (1st public comment)
  • A list of Fast Track (knowledge capture) articles for the ticket
  • A list of attachments with who attached it and when
  • A "Generate Bulk Download" link which generates a zip file of all attachments for the ticket

The script adds the following markers to the top of the ticket:

  • CRITICAL marker, PREMIUM CRITICAL marker, or PLATINUM CRITICAL marker, based on the rules in Help Center Statuses and Priority
  • CUSTOMER REGION marker if the assignee region is different from the customer region
  • GS OPPORTUNITY, SERVICE PORTAL CUSTOMER, COMMERCE PORTAL CUSTOMER when the ticket has the corresponding label
  • ⚠️ emoji marker if the ticket has any of the following labels: cas_fire, cas_hot, cas_priority

The script also provides a marker related to whether the customer has accepted Extended Premium Support:

  • EXTENDED PREMIUM SUPPORT marker if the customer accepted
  • DECLINED X.Y EPS marker if the customer declined
  • END OF SOFTWARE LIFE marker if the customer has neither accepted nor declined

The script also adds the following functionality to the sidebar:

  • A direct link to the Koroneiki data for each client
  • A shareable public permalink for the ticket
  • A direct link to the Patcher Portal for each client's builds
  • A JIRA search query link to navigate back to LPPs from ZenDesk (in case the app is acting up)
  • All tags are clickable, and open a window to search for tickets with the same tag

The script also adds the following functionality within the comments:

  • Agent view comment permalinks, which will no longer will be needed if ZenDesk implements 218754568 or 220971087
  • When viewing existing comments, replace plain text JIRA ticket names (LPE-1 LPS-2 LPP-3) with ticket links
  • When viewing existing comments, makes any Help Center comment permalinks behave as though they were agent view comment permalinks

The script also provides the following functionality for authoring comments:

  • Provide a button that allows you to underline text, in case your browser intercepts Ctrl+U
  • Provide a link to playbooks for platinum critical and premium critical tickets

The script also updates the pop-up modal window you use to create JIRA tickets:

  • Makes all modal windows draggable (so you can move them around)
  • Allows you to click outside of a modal window without auto-closing it
  • Auto-populates a few fields when clicking the "Create Issue" button in the JIRA app

The script also updates the editor used for creating knowledge base articles:

  • Adds a "Code Format" button so you can get inline code (rather than just code blocks)

Finally, in other areas of the UI, the script does the following:

  • Adds the account code to all open tabs
  • Updates the window title to make it easier to find tickets via browser history
  • Changes the color for the open-pending ticket label so that it’s different from open
  • Shortens the text label describing ticket status to one letter (except open-pending, which is OP)