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Zendesk Team

Joined Apr 14, 2021

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Last activity Apr 12, 2022

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ACTIVITY OVERVIEW

Latest activity by Zendesk Team

Zendesk Team created an article,

ArticleHelp with support and ticketing

Question

Why are all of my end-users called Mobile App User in the Support SDK?

Answer

If you see a lot of end users called Mobile App User, that means that they all come from your SDK integration. This is the default name given.

To change their name, your developers need to set the identity for those users and add in additional details like name or email. For more information, see the documentation here: iOS and Android.

Example for iOS

Swifft

let identity = Identity.createAnonymous(name: "John Bob", email: "johnbob@example.com")
Zendesk.instance?.setIdentity(identity)

Objective-C

id userIdentity = [[ZDKObjCAnonymous alloc] initWithName:@"John Bob"
email:@"johnbob@example.com"];
[[ZDKZendesk instance] setIdentity:userIdentity];

Example for Android

Identity identity = new AnonymousIdentity.Builder()
.withNameIdentifier("John Smith")
.withEmailIdentifier("jsmith@example.com")
.build();
ZendeskConfig.INSTANCE.setIdentity(identity);

When attempting to update an anonymous identity, review this article to learn about the lifecycle of an anonymous identity: How anonymous identities work in the mobile SDKs.

Edited Dec 14, 2022 · Zendesk Team

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Zendesk Team created an article,

ArticleWhat's new in Zendesk

This article provides a roundup of the new features released in Zendesk over the last few months. To learn more about these features, register for the What's New webinar.

Zendesk Support features

  • Inbound HTML email processing reads any HTML formatting included in an email and processes it into your incoming Support tickets. Everything you see in your inbox will be included in the ticket, so agents won't miss any of the ticket's context.

Zendesk Chat features

Zendesk Talk features

Zendesk Guide features

 

 

Edited Oct 26, 2021 · Zendesk Team

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Zendesk Team created an article,

ArticleWhat's new in Zendesk

This article provides a roundup of the new features released in Zendesk over the last few months. To learn more about these features, register for the What's New webinar.

Zendesk Support features

Zendesk Chat features

Zendesk Talk features

Zendesk Guide features

Edited Oct 26, 2021 · Zendesk Team

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Zendesk Team created an article,

ArticleUsing apps and integrations

The SLA Event Tracker App provides a quick and easy interface that displays Service Level Agreement (SLA) data about the ticket in Zendesk Support. The app provides an agent with a quick view of a ticket's progress against any applicable SLAs. This allows users to see when SLA metrics have been applied, fulfilled, or breached.

This article contains the following topics:

Installation

  1. In Zendesk Support, click Admin (), then select Apps > Marketplace. Enter "SLA Event Tracker" in the search bar at the upper right of the page.
  2. Double-click on the SLA Event Tracker app icon, and click Install.
  3. In the Installation section, enter a name for the SLA Event Tracker app, enable group and role restrictions if required. These configuration options are also available after installation by navigating to  Admin > Apps > Manage.
  4. Click Install.

Using the app

After opening a ticket that has an SLA applied, you will see information similar to the following in the ticket app sidebar, as it applies to the SLA for your specific ticket:

If the ticket doesn't have a SLA assigned, then you will see the following notification:

The app also include links to common questions and instructions on how SLAs work in Zendesk Support. The About SLA and Troubleshoot buttons take you to helpful articles within our knowledge base, and the Glossary button shows you the various terms associated with SLAs and their definitions.

Edited Oct 26, 2021 · Zendesk Team

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Zendesk Team created an article,

ArticleWhat's new in Zendesk

This article provides a roundup of the new features released in Zendesk over the last few months. To learn more about these features, register for the What's New webinar.

Zendesk Support features

  • Macro previews, a fully keyboard navigable experience allows agents to quickly preview the content of a macro before applying it to a ticket. 
  • Trigger revision history lets admins to keep track of configuration changes made to individual triggers, view who made the change and when it was made, and the exact configuration. 
  • With multi-org support for Salesforce integration, separate Salesforce contacts that share the same email address, but belong to different accounts, can be connected in Zendesk Support to a single user belonging to multiple organizations. 

Zendesk Chat features

Zendesk Talk features

  • Talk Enterprise is a new plan that provides growing teams and call centers with the tools and hands-on support they need to successfully deliver phone support at scale. 

Zendesk Guide features

  • Article revision history in Guide Professional helps you track versions of an article in your knowledge base, so you and your team can more easily keep track and manage content changes. Like Google Docs, it enables you to see who made edits and what updates were made to the article title and body. You can also restore previous versions if something went awry. Combined with the history view feature, article revisions serves up more transparency into the evolution of your knowledge content. See Viewing article revisions and history.

     

     

    Edited Oct 26, 2021 · Zendesk Team

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    Zendesk Team created an article,

    ArticleZendesk policies and agreements

    Just like all software, there are external technologies that can influence the services and features we can offer. Technology and businesses change all the time. Many improve, but some become dated or even decease.

    Zendesk is sometimes able to predict, or even control, when those external technologies affect our software. Sometimes we have to react quickly, and with little notice. As a result, we are unable to commit to the same notice periods as our main software offerings.

    External technologies defined

    The following defines a number of technologies that Zendesk considers as external, and as such our usual policy around feature removal timings and warnings do not apply.

    • Browsers - Everyone has a favorite (and those they loathe!), and it's generally how you access the web and Zendesk's software. Every browsers is a little different from the other, including having different support for different web technologies. Some of this support also has an impact on your security on the web. Browsers run on both desktops or laptops, as well as mobile devices.
    • Operating Systems - This is the underlying platform that all of your software runs on. This includes, but is not limited to: Microsoft Windows, Apple OSX, Google Android, Apple iOS. Operating Systems run on devices. Operating systems run on both desktops or laptops, as well as mobile devices.
    • Web Technology - Technology progresses at an ever increasing rate, and Zendesk makes use of a number of web technologies. These are usually developed by external companies, but Zendesk also produces its own technology. Web technologies includes, but are not limited to: Java, WebRTC, Data Protocols, Node, Radar. Both Browsers and Operating Systems can also have negative impacts on Web Technology.
    • Programming languages - You could consider this a type of web technology, though they're normally much more stable than web technologies. Nonetheless, languages do change over time. Those changes sometimes remove functionality, and sometimes introduce it. The introduction and removal is usually affected by changes in Browsers and Operating Systems. Programming languages include: HTML, JavaScript, CSS, Ruby, Python.
    • Integrations - Zendesk has good control over its integrations. Integrations occur when Zendesk combines forces with another software, service or platform. Those services, platforms and software can also integrate with Zendesk. Because those services, platforms and software are maintained by other companies, they can introduce changes that may results in that integration now longer being viable. Similarly, Zendesk can also make changes which negatively impact integrations.
    • Governing bodies - OK, not strictly a technology. Zendesk is a global company, and as a result we are affected by the laws and restrictions of various governing bodies. This can include countries themselves, or indeed political unions such as the European Union.

    This is a non-exhaustive list of external technologies.

    Removal of support for external technologies

    The removal of support for an external technology usually means that Zendesk will continue to operate when using those external technologies. However, how well Zendesk operates entirely depends on the external factor themselves. It is not possible for Zendesk to predict when, how or to what extent Zendesk will perform undesirably with those external technologies.

    Browsers and Operating Systems are the most common technologies that will experience removal of support, because these are the external technologies which change often. For example, Internet Explorer 9 and Internet Explorer 11 are completely different browsers. They have different support for web technologies and programming languages, as well as security.

    Communicating removal of support due to external technologies

    Due to the nature of external technologies, it is not always possible for us to provide the same amount of notice as we do for those technologies that are under our control.

    Where possible, here is what Zendesk will do:

    1. Attempt to provide at least 90 days notice when a breaking change may occur due to external technologies
    2. Attempt to provide at least 30 days notice when we can no longer support an external technology. Removing support for an external factor does not mean immediate breaking changes
    3. Attempt to provide as much information behind why an external technology is negatively impacting your use of Zendesk
    4. Attempt to provide as much assistance as is reasonable for you to use an alternative external technology to continue use of Zendesk

    Unfortunately, some external technologies do not offer us much - if any - notice when a change they make breaks or negatively impacts Zendesk functionality.

    Edited May 09, 2023 · Zendesk Team

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    Zendesk Team created an article,

    ArticleZendesk programs and services

    Brief Overview

    Zendesk will engage with security researchers when vulnerabilities are reported to us as described here. We will validate, respond, and fix vulnerabilities in support of our commitment to security and privacy. We won’t take legal action against, suspend, or terminate access to the Service of those who discover and report security vulnerabilities responsibly. Zendesk reserves all of its legal rights in the event of any noncompliance.

    How can I participate?

    If you discover a security vulnerability, we encourage you to report it by following these steps: 

    1. Sign up for an account at hackerone.com, if you do not have one already. 
    2. Share the details of any suspected vulnerabilities by filing a report. Additional information can be found on our Responsible Disclosure Policy page.
    3. Our Security Ops team will evaluate your report and inform you of the status of your report. 
      - Reports that carry an acceptable risk but demonstrate a valid security-related behavior will be closed as informative
      - Identical reports will be marked as “Duplicate[s]” of the original submission; the original report can be marked as (but not limited) to “Triaged”, “N/A”, or “Informative.”
    4. If you are the first to submit a report for a valid vulnerability, our team will be in contact with you to discuss the conditions of the bounty. Any duplicate reports will not be rewarded.

    Report Guidelines

     In your report, please include the following information: 

    • Vulnerable URL - the endpoint where the vulnerability occurs;
    • Vulnerable Parameter - if applicable, the parameter where the vulnerability occurs;
    • Vulnerability Type - the type of the vulnerability;
    • Vulnerability Description - a detailed description of the issue
    • Steps to Reproduce - step-by-step information on how to reproduce the issue
    • Screenshots or Video - a demonstration of the attack
    • Attack Scenario - an example attack scenario may help demonstrate the risk and get your issue resolved faster

    Where can I find more information?

    This article is meant to be a brief overview of Zendesk's Bug Bounty Program. For full details, please view our official posting here: https://hackerone.com/zendesk

    Edited Jan 18, 2023 · Zendesk Team

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    Zendesk Team created an article,

    ArticleHelp with support and ticketing

    Question

    Are incoming ticket attachments scanned for viruses?

    Answer 

    Zendesk has an online system that scans uploaded attachments to tickets. For more information on this feature, see this article: Managing malicious attachments.

    Zendesk recommends installing an antivirus solution on all of your agents' devices as malicious attachments can come from other places besides Zendesk tickets. 

    Edited Jan 22, 2024 · Zendesk Team

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    Zendesk Team created an article,

    ArticleHelp with objects and rules

    Question

    How do I create a trigger based on a ticket subject?

    Answer

    The Subject text condition scans the ticket subject text. Use this condition to create triggers based on a ticket's subject text with the following operators: 

    • Contains at least one of the following words (separated by spaces)
    • Contains none of the following words (separated by spaces)
    • Contains the following string 
    • Does not contain the following string

    trigger for ticket subject.png

    For more information, see the article: Creating triggers for automatic ticket updates and notifications

    Edited Feb 10, 2025 · Zendesk Team

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    Zendesk Team created an article,

    ArticleHelp with support and ticketing

    Question

    Can I create an SLA for agent-created tickets?

    Answer

    You can create a First reply time SLA on agent-created tickets in certain situations, such as if the agent creates a child ticket in a side conversation, or when the agent creates a ticket with themselves as the Requester. Depending on how the ticket is created, the target may not activate or may behave differently.

    Advanced settings for the first reply time SLA.png

    Other targets such as the Total resolution time, Agent work time, Requester wait time, Next reply time, and Periodic update time still apply if the ticket immediately meets the SLA policy criteria on agent-created tickets.

    Periodic update time is the best option to immediately apply an SLA to agent-created tickets. Advanced settings for the periodic update SLA.png

    For more information, see the articles:

    Edited Sep 18, 2024 · Zendesk Team

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