Recent searches
No recent searches
![Anna Roussanova's Avatar](https://secure.gravatar.com/avatar/3ad6e01c26e0bf73b12c66d7382cfd72?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png&r=g)
Anna Roussanova
Joined Apr 14, 2021
·
Last activity Oct 27, 2021
Following
0
Followers
2
Total activity
38
Votes
0
Subscriptions
25
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Anna Roussanova
Anna Roussanova created an article,
Question
How can I determine who takes up an agent seat in my account?
Answer
Anyone who is an agent in any capacity takes up an agent seat, including administrators and the account owner. Even suspended agents take up a seat. To free up that license, downgrade agents to end users before suspending their accounts.
This excludes light agents and contributors, who don't take a seat. However, contributors, who are also Chat agents, Guide agents, Explore Admins or Explore Editors, take up an agent seat. While light agents can be Guide agents and not consume a seat, they will consume a seat if they are Chat agents, Guide agents, Explore Admins or Explore Editors. For example, an account on Zendesk Suite has five agent seats. If the account has one admin, three agents, and ten light agents, we would think that they have one available agent seat. However, one of the ten light agents is also a Chat agent, who takes up the final agent seat, so the account cannot add additional agents.
There are roles that require a Support seat depending on the product. For a complete list, see this article: Managing agent seats for Support.
For more details on roles, see the article About team member product roles and access.
Edited Feb 05, 2025 · Anna Roussanova
3
Followers
11
Votes
3
Comments
Anna Roussanova created an article,
Question
Why am I unable to log in to Help Center in Safari or on iOS devices?
Answer
Users occasionally run into issues with logging into the Help Center on their iOS device or when using Safari. This is caused by the Prevent cross-site tracking setting, which blocks certain types of data from being preserved during the login redirection. Native authentication relies on cross-site tracking, so it needs to be disabled for users to be able to log in using Safari.
This setting is enabled by default and users need to manually disable it to fix the issue. To disable this setting, follow the instructions in this article from Apple's Help Center: Prevent cross-site tracking in Safari on Mac or Browse privately in Safari on iPhone.
Edited Jan 22, 2024 · Anna Roussanova
5
Followers
25
Votes
5
Comments
Anna Roussanova created an article,
Question
A known limitation of the Salesforce integration is that an update to a mapped formula field in either an account, a contact, or a lead will not trigger a synchronization to Zendesk. This is a problem if you use a formula field to sync the values of Salesforce lookup fields as described in this article: Salesforce: Syncing lookup field information to Zendesk Support. This sync issue is caused by a limitation in the Salesforce Streaming Events API, where changes to formula fields don't lead to the creation of a streaming event.
To solve this create an automated process, aka "Flow", in Salesforce using a new hidden field that is automatically updated whenever one of your key Salesforce fields changes.
Answer
There are three parts to this solution. First, create a new checkbox field in Salesforce to be used as a hidden sync trigger. Secondly, create a corresponding checkbox field in Zendesk and add it to the sync mapping. Finally, create a flow using the Salesforce Flow Builder to automatically update the new checkbox field.
To create the new field in Salesforce
- Go to the Object Manager and select the object type you want to sync.
- Go to Fields & Relationships and add a new field.
- Choose Checkbox for the data type and give it a name. For example, Formula Fields Updated. Leave the default option unchecked.
- Select the appropriate field-level security, and ensure that system administrators have access to the field.
- On the layouts settings page, uncheck all options. This field is only used in a background process and shouldn't be on the page for users to update.
To create the corresponding field in Zendesk and update the mapping
- Open the User fields page or the Organization fields page, depending on whether you sync to organizations or users.
- Add a new checkbox field. Name the field something that indicates that it's only used for Salesforce sync purposes. For example, Salesforce internal use only.
- Add the new field to the Salesforce mapping. Follow the instructions in this section: Configuring Salesforce Contacts or Leads to Zendesk users sync.
- In the mapping section, add a new mapping for the new Salesforce checkbox to the new Zendesk checkbox and save the configuration.
To create a Flow in Salesforce
- Go to Setup > Platform Tools > Process Automation > Flows and select New Flow.
- Choose the Record-triggered Flow:
- Select an object whose field changes will trigger this flow (Account/Contact/Lead) and specify that you want this flow to run when A record is updated:
- From the drop-down menu Conditions Requirements, select Any Condition is Met (OR). Then, add any conditions needed for each relevant field. This won't be the formula field itself, but rather the field on which the formula field is based.
For instance, if you have a formula field called Account Manager Name that's mapped in Admin Center, the flow should respond to changes to the Account Manager field, which is the lookup field on which the formula is based:
For each field you'll include the field on the left, the Operator Is changed and the value of True. - When you are done adding conditions, under Optimize the flow for choose one of the following options and click Done:
-
- Fast Field Updates
-
Actions and Related Records.
-
- Within the Flow Builder itself, click on the plus icon to add a new element:
- Choose Update triggering record
- Create an action that checks the Checkbox field created earlier in this guide
- Repeat steps 7 and 8 but this time create an action that unchecks that box:
- Your finished flow should look like this:
- Save and activate the flow.
Go ahead and update one of your lookup fields in Salesforce and see if the account or contact or lead syncs over to Zendesk as you expect.
Edited Jan 29, 2025 · Anna Roussanova
4
Followers
11
Votes
2
Comments
Anna Roussanova created an article,
Question
I noticed an end user in Zendesk Support that I do not recognize. How can a user be created in Zendesk?
Answer
There are several ways that a user record can be created in Zendesk. See the information in this table:
Method | Details |
---|---|
Email to a support address* | When you receive an email at one of your support addresses, Support automatically creates a user record if one does not exist already. |
Chat |
When a customer initiates a chat or fills out the offline message form, Zendesk Chat creates a new user record, either using the email address the user provided or creating a generic Visitor record. |
Incoming call | When you receive a call from a new number, Zendesk Talk creates a Caller [Number] user record. |
Facebook/X Corp | If you have a social media integration with Facebook or X Corp, a message or tweet from a customer creates a new user record if one doesn't exist already. |
Manual registration via Help Center* | A user can manually create an account by going to your Help Center and signing up or submitting a request. |
Manual addition by an agent in Zendesk | An agent with the appropriate role can manually create a new user via the agent interface. |
User import | You can bulk import users via a CSV file. |
CC on an email | If one of your users replies to a ticket or creates a ticket and CCs another email address, Support creates a new user for that email identity if one does not exist already. This happens provided the "Anybody can submit tickets" setting is enabled. |
API request | A user can be created either via a direct request to the users API endpoint, or via a ticket creation API call that includes a new user. |
SSO user provisioning | Depending on your SSO solution, a user record is created the first time a user visits or attempts to sign into your Help Center. |
Salesforce integration | If you have configured Salesforce Contact/Lead to Zendesk user sync, Salesforce automatically creates user records whenever a sync is triggered. |
Ticket sharing | When an agent at a sharing partner site shares a ticket to your Zendesk instance for the first time, Support creates a dummy user record for any users who have commented on that ticket. |
For more information about creating end users, see the article: Adding and managing end users.
Edited Oct 17, 2023 · Anna Roussanova
2
Followers
12
Votes
4
Comments
Anna Roussanova commented,
Hi folks, I wanted to let you know that our developers figured out the problem with content moderation emails not being sent and fixed it. So you should start seeing those emails now.
View comment · Posted Apr 27, 2021 · Anna Roussanova
0
Followers
1
Vote
0
Comments
Anna Roussanova commented,
Hey Evgeni, to take a published article back to draft status you would need to unpublish it, which would make it inaccessible for your end-users. Unless there is something actively wrong and damaging in the article, it's usually better to edit the article while leaving it in published status.
View comment · Posted Apr 11, 2021 · Anna Roussanova
0
Followers
0
Votes
0
Comments
Anna Roussanova commented,
Hey Patrick and Chad, I wanted to let you know that I created a ticket for Patrick to look into this issue. I'll throw an update on here once I track down exactly what's going on.
View comment · Posted Apr 06, 2021 · Anna Roussanova
0
Followers
0
Votes
0
Comments
Anna Roussanova commented,
Hi Sovellin, yes, if the user is authenticated into the widget as described in this article, they will see the articles appropriate to their user segment.
View comment · Posted Apr 04, 2021 · Anna Roussanova
0
Followers
0
Votes
0
Comments
Anna Roussanova commented,
Hi Shweta, as the article mentions, we only have CORS implemented for API requests authenticated with OAuth access tokens, so if you need to make a CORS request to Zendesk you would have to use OAuth.
View comment · Posted Mar 26, 2021 · Anna Roussanova
0
Followers
0
Votes
0
Comments
Anna Roussanova commented,
Hi Lauren, ordering alphabetically should order the articles from A to Z. The order might not be reflected in the Admin interface, though, which sometimes throws people off. If you preview the Help Center as an end-user you should be able to see the alphabetical ordering.
View comment · Posted Mar 18, 2021 · Anna Roussanova
0
Followers
0
Votes
0
Comments