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Alina

Joined May 16, 2021

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Last activity Jan 13, 2025

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ACTIVITY OVERVIEW

Latest activity by Alina

Alina created an article,

ArticleHelp with settings and billing
Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee third-party tools. Try searching for a solution online or contact Kaspersky for support with the tool.

Issue symptoms

Whenever I sign in to Zendesk, my screen is blank. No pages are loading. This issue happens from multiple browsers.

Resolution steps

If you sign in and your screen is blank, you may be using a proxy or firewall that blocks websites such as Zendesk. Typically, Kaspersky or NordVPN may prevent Zendesk from loading or return a 404 error.

To resolve this error with Kaspersky

  1. In Kaspersky, go to Security, on the left side.
  2. Click the Settings gear icon.
  3. Under Network settings, clear this option: Inject script into web traffic to interact with web pages.
    Kaspersky.png

In addition, once you are successfully logged in:

  1. Open your user profile.
  2. From the left, select a Language.
    Profile.png

This ensures that any Admin Center pages can load properly as well.

For more information, see these articles:

Edited Jan 14, 2025 · Alina

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Alina created an article,

ArticleHelp with apps and integrations

Issue symptoms

When using the Proactive Tickets app, the following error occurs:
Invalid Status ticket field ID. Ensure that you saved the correct Status ticket field ID in order to use this app.

Proactive Tickets App.png

Resolution steps

When you activate custom ticket statuses, the Status ticket field is updated to Ticket Status.

The Proactive Tickets app works only with standard ticket statuses. To solve the issue, you can temporarily deactivate custom ticket statuses and collect the Status ticket field ID. This action won't permanently delete any of your custom ticket statuses.

  1. Temporarily deactivate custom ticket statuses.
  2. Access your ticket fields to copy the Status ticket field ID.
  3. Paste the ID in the Status ticket field ID* field of the configuration panel of the Proactive Tickets app.
    proactive.png

For more information, see these articles:

Edited Apr 15, 2024 · Alina

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Alina created an article,

ArticleHelp with apps and integrations

Issue symptoms

I have integrated the third-party Aircall for Sell app and can't make calls from Zendesk Sell. I see the error: Account blocked. Your voice and text account has been blocked.

Resolution steps

The error message is expected. Calls will not be placed through Zendesk Sell but rather, through the Aircall integration.

You'll need to use Aircall web or the Mac or Windows apps. Finally, add the Aircall Dialer browser extension, which will enable you to click-to-call directly from the Zendesk Sell platform. 

Note: Aircall for Sell is not supported by Zendesk. For help, click Contact Us on their app page.

Edited Apr 03, 2024 · Alina

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Alina created an article,

ArticleHelp with support and ticketing

Issue symptoms

When the Zendesk Agent Workspace is enabled, agents are not able to redact ticket content using the native functionality. How can I allow my agents to redact content?

Resolution steps

Depending on their plan, admins can enable their agents to redact content in one of the following ways:

  • On Team, Growth, and Professional plans, admins can enable the Agents can delete tickets and redact content option in the agent interface settings.
  • On Enterprise plans, through custom roles for agents experiencing the issue, enable Redact ticket content.

For more information, see these articles:

Edited Oct 31, 2023 · Alina

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Alina created an article,

ArticleHelp with support and ticketing

Issue symptoms

When I add inline images to tickets, a pop-up appears with the error message Image cannot be pasted due to authentication requirements.

Error message

Resolution steps

When the Enable secure downloads option is enabled, agents are not able to add inline images to tickets any more. Disable Enable secure downloads to allow inline images in tickets. 

For more information, see these articles:

Edited Jan 22, 2024 · Alina

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Alina created an article,

ArticleHelp with live chat

Issue symptoms

On the Zendesk Agent Workspace, I am unable to transfer chats between myself and other agents. I receive the following error: This will end the chat or This will close the current session.

This will end the chat

Resolution steps

To transfer chats without seeing this error message, an admin of the account must open Chat and go to the Settings tab. Then, select Departments and open any relevant departments that you want to transfer the live chats. Check Enable in Chat > Save changes.

For more information, see this article: Serving Chats in the Agent workspace.

Edited Jun 04, 2024 · Alina

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Alina commented,

CommentSecurity and user access in Zendesk Support

Hi Katherine,

The only form that can be enabled in the Chat widget is the Pre-chat form, which require visitors to complete a form before starting a chat. With the option enabled, visitors must provide their name or email before starting a chat.

This is explained in more detail here, Enabling the pre-chat form on the Chat widget

Some elements of the pre-chat form can be customized as mentioned here How do I customize the pre-chat form?

Currently, you can only use Ticket forms with the classic Web widget. For more details, see Using custom ticket fields and ticket forms with the Web Widget (Classic).

When the pre-chat form is not enabled in your Chat settings, anonymous users are free to access your Chat widget. 

If you'd like to have a visitor authentication on your Web Widget, you can do so by setting up JWT authentication. You can find the steps here Enabling authenticated visitors in the Chat widget.

Once the users will be successfully authenticated, they will no longer need to type in their name and email address.

View comment · Posted May 31, 2022 · Alina

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Alina commented,

Community comment Developer - Zendesk APIs

Bonjour,

Je vois que vous avez un ticket en cours à propos de cette demande, et j’ai répondu à partir de là.

View comment · Posted Feb 28, 2022 · Alina

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Alina commented,

CommentTicket management

Hey Leif,

Since this is a rather specific question, I would like to create a ticket on your behalf, so we can explore this a little more in depth. Please keep an eye out for the ticket and speak soon!

View comment · Posted Feb 18, 2022 · Alina

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Alina commented,

CommentAutomatisation des tickets et collaboration
Bonjour Alix,

Lorsque vous créez un ticket au nom d’un utilisateur final (ticket proactif), vous devez d’abord l’enregistrer en cliquant sur . Une macro qui est censée de créer une conversation annexe ne peut pas être appliquée à un ticket qui n’a pas été enregistré au préalable. Ceci est le comportement attendu.

View comment · Posted Nov 25, 2021 · Alina

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