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Ariane Frances dela Cruz

Joined Apr 16, 2021

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Last activity Dec 03, 2024

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ACTIVITY OVERVIEW

Latest activity by Ariane Frances dela Cruz

Ariane Frances dela Cruz created an article,

ArticleHelp with reporting and analytics

Question

How are tickets created from article searches captured?

Answer

The Ticket Created metric is related to the help_center_data cookie. When users search the help center, this cookie saves search terms. Zendesk can identify if a ticket was created as a result of that specific search.

However, Guide datasets are based on events. While Zendesk detects the creation of a ticket, individual ticket IDs are not tracked.

For more information, see this article: Metrics and attributes for Zendesk Guide.

Edited Dec 11, 2024 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz commented,

CommentUsing Sell reports
Hi Alice,
 
Unfortunately, it's not currently possible to set company-wide goals. As detailed in the article, sales goals can only be defined by everyone (for admins) or by individual performance and their subordinates (for non-admins). You can submit your feedback here if you’d like to suggest this feature for future development.
 
 

View comment · Posted Jun 25, 2024 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz commented,

CommentWeb Widget documentation

Hi Naresh, 

Are you referring to changing the launcher icon? You can modify the elements in the launcher as mentioned in this article Configuring the name and appearance of the Web Widget but if you wish to customize it in any way you want to, you can use a custom launcher Quick start - Creating a custom launcher for the messaging Web Widget

 

View comment · Edited Jun 19, 2024 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz commented,

CommentWeb Widget documentation

Hi Patanwala,
 
Thank you for your questions. Kindly see the details below:

  1. Currently, it is not possible to keep the focus on the launcher button.
  2. Could you suggest an alternative that you think would be more appropriate?
  3. At this time, the placeholder text cannot be changed.
    What you aim to achieve is not currently possible, but we are interested in exploring this possibility in future product development.
     

View comment · Edited Jun 07, 2024 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz commented,

CommentHow to troubleshoot issues with live chat
Hi Kalpana, 
 
It looks like you've opened a ticket with advocacy already. You can continue responding to the ticket for further troubleshooting 🙂 

View comment · Edited Nov 29, 2023 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz commented,

Community comment Feedback - Admin Center
Hi Zak, 
 
So we can further check on this, I'll create a ticket for you kindly expect an email shortly. 
 
 

View comment · Posted Mar 20, 2023 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz created an article,

ArticleHelp with messaging

Question

I'm trying to migrate our WhatsApp number from a different platform to Zendesk. Is this possible?

Answer

Yes, you can migrate your WhatsApp number. For more information on the steps to follow, see this article: Migrating WhatsApp numbers.

Edited Aug 08, 2024 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz commented,

CommentTicket customization
Hi Daniel,
 
I'm afraid it's not possible to customised the error message. There's a similar discussion on this community post here https://support.zendesk.com/hc/en-us/community/posts/4408860791834. Instead of changing the error message it might best to guide users on what details they should enter on the this custom field. 

View comment · Posted Nov 04, 2021 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz commented,

CommentSetting up Zendesk Guide

Hi Lauren,

I'd like to dig deeper into the behaviour that your end-user is experiencing. I'll create a ticket for you, please expect an email shortly. 

View comment · Posted Jul 05, 2021 · Ariane Frances dela Cruz

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Ariane Frances dela Cruz commented,

CommentUsing AI agents for email and web form

Hello Fabien, 

If all your users are already authenticated in the Help Center, there’s no need to log in again to see the articles. Once they log into the Help Center, they will see all restricted articles in the Web Widget.

However if you add the Web Widget to an external website (outside of Zendesk Guide) and have restricted articles, you would need to generate a shared secret and add it to a JWT token. Once it’s done, you will need to add additional snippets to the website’s code. This snippet will automatically authenticate the users on your external website and show restricted content. Here’s the Guide article you can follow Using restricted Help Center content with the Web Widget.

 

View comment · Posted Jul 02, 2021 · Ariane Frances dela Cruz

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