Alessandro Battistini

Question

I created a trigger for incoming calls. However, I noticed it acted on voicemail tickets. What caused this behavior?

Answer

Verify your trigger, which contains a condition that includes voicemail tickets:

• Object > Ticket > Channel | Is | Phone call (incoming)
  
  

To avoid that trigger from acting on your voicemail tickets, add a condition to exclude voicemail calls:

• Object > Ticket > Channel | Is not | Voicemail
  
  

For more information, see these articles:

• About triggers and how they work
• Understanding how Talk calls become tickets

Issue symptoms

When I create new customers, the welcome emails aren't sent.

Resolution steps

• Make sure that your help center is active. Otherwise, only agents receive the welcome email.
• In Admin Center, select the option Also send a verification email when a new user is created by an agent or administrator. See the article: Customizing the user welcome email.

For more information, see these articles:

• Activating your help center
• Can I disable the welcome email notification for new end users?

Question

I'm an admin in my account and I'm trying to access the API. Why can't I log into my Zendesk account through the terminal?

Answer

To access the API using your email and password, API token or OAuth token, you must enable these options in Admin Center. For more information, see this article: Managing access to the Zendesk API.

Issue symptoms

I cannot find the Contact form option on the Basics tab in Admin Center > Channels > Classic Widget. What can I do to enable it?

Resolution steps

To see Contact form in your Web Widget (Classic) settings, make sure Require authentication for request and uploads APIs is deactivated for End users configuration in Admin Center. For more information see this article: Anybody can submit tickets, no registration required.

For additional information, see this article: Using custom ticket fields and ticket forms with the Web Widget (Classic).

Question

I'd like to make someone an Explore administrator. How do I go about it?

Answer

How to make the user an Explore admin depends on whether you use custom roles:

• If you don't use custom roles, follow the steps in this topic: Giving or modifying Explore access
• If you use custom roles, follow the steps in this topic: Giving users Explore access with Support Enterprise custom roles

For more information, see these articles:

• • Giving users access to Explore
  • Understanding Explore user roles
  • Understanding Zendesk Support user roles

Question

Can I change the name at the top of the messaging widget?

Answer

Yes, you can change the name displayed on the Web Widget in your account settings.

To change the Web Widget name

1. In Admin Center, click Channels in the sidebar.
2. Under Messaging and social, select Messaging.
3. Under the Style tab, scroll down to Title and amend it below.

For more information, see this article: Creating a messaging Web Widget.

Question

How can I see if a messaging conversation was offered to an agent who didn't accept? 

Answer

View the events of the ticket to confirm if an active messaging conversation was offered to an agent or agents. In the ticket events, look for the system event Offered to... Routing attempts could be shown multiple times.

For a better idea of your agent's behaviors more generally, use the First offer to assignment and % Acceptance rate metrics in Explore. First offer to assignment tells you how long it takes for your agent to accept offered tickets and % Acceptance rate tells you how frequently they accept the tickets offered to them. For more information on these metrics, see the article: Metrics and attributes for Zendesk messaging.

For more information on messaging routing, see the article: Routing messaging tickets and notifications.

Question

Why do my closed tickets show a solved ticket status? When I check a closed ticket, I don't see the Closed status label.

Answer

When custom ticket statuses are activated, closed tickets retain the Solved category status with which they were solved. The tickets are still in the Closed state.

To learn more, see these articles:

• Solving tickets with a custom status
• Modifying closed tickets

Issue symptoms

I don't see the option for proactive messaging under the Bots and automation section of Admin Center.

Resolution steps

The option for proactive messaging will appear only when the requirements are met. To resolve this, ensure your account meets the requirements. For the full list of requirements, see the article: About proactive messages. 

For more information on creating proactive messages, see these articles:

• Creating proactive messages for the Web Widget.
• Creating proactive messages for mobile SDK channels.

Question

How can I check which agents are online for messaging?

Answer

Check agents' messaging status using the Live data (including Messaging) dashboard in Explore. Click each widget to drill in and view further information.