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Bry Fitzgerald

Joined Apr 14, 2021

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Last activity Jul 30, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Bry Fitzgerald

Bry Fitzgerald created an article,

ArticleHelp with messaging
Can I manually redact information in a messaging ticket?

Question

A customer sent sensitive information in a messaging ticket. Can I manually redact the information in a messaging ticket?

Answer

Yes, you can manually redact information from messaging tickets created after April 2022. Wait until the messaging conversation is inactive to redact. If the ticket was created before this date and contains sensitive details, delete the ticket or create a new ticket to capture any non-sensitive details.

Credit card information is automatically redacted in messaging. This internal redaction feature can be controlled using the app setting maskCreditCardNumbers. For more information, see the SunCo API documentation.

Tip: If you have the Advanced Data Privacy and Protection add-on, you can configure redaction suggestions to automatically detect and highlight personally identifiable information (PII) in tickets for redaction.

For more information, see the articles: Redacting ticket content.

Edited Sep 24, 2024 · Bry Fitzgerald

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Bry Fitzgerald created an article,

ArticleHelp with settings and billing
Error: Failed to save security settings

Issue symptoms

After attempting to save changes within the Account > Security settings in Admin Center, I receive the error: Failed to save security settings.

security_error.png

Resolution steps

This error indicates a network issue within your browser. The error can be resolved by clearing your browser cache and cookies and restarting the process in an incognito window.  For more details on clearing your browser cache, see the article: How to clear cache and cookies.

If the security error is accompanied by an additional error, for example, Enter a valid certificate fingerprint, it can be resolved by troubleshooting the specific error. 

sso_error.png

For more information on SSO configuration, see the article: Enabling SAML single sign on.

For more information on the security settings in Zendesk, see the article: Managing security settings in Admin Center.

Edited May 03, 2023 · Bry Fitzgerald

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Bry Fitzgerald created an article,

ArticleExplore recipes
Explore recipe: Messaging tickets by channel
Suite Professional, Enterprise, or Enterprise Plus
Support with Explore Professional or Enterprise
In this recipe, you'll learn how to create a report for messaging tickets by the ticket channel.
Tip: You can also use the Ticket channel attribute as a data filter in any report to show tickets only from specific channels.

What you'll need

Skill level: Intermediate 

Time required: 20 minutes

Creating the report

In this report, you'll create a custom standard calculated metric to calculate the number of messages that were created by channel.

To create the report

  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Chat > Chat - Messaging tickets, then click Start report. The report builder opens. 
  4. In the Calculations () menu, click Standard calculated metric.
  5. On the Standard calculated metric page, enter a name for your metric. In this example, we'll be reporting on Instagram messaging tickets. 
  6. In the Formula field, enter or paste the following:
     
    IF [Ticket channel] = "Instagram Direct" THEN [Ticket ID] ENDIF

    For a list of all channels in Explore, see Understanding ticket channels in Explore.

    Your standard calculated attribute will look like the following image:

    IG_metric.png

  7. In the Metrics panel, click Add.
  8. From the list of metrics, click Calculated metrics and select the metric you created.
The report is complete. See the image below for an example of how it will look.

IG_report.png

You can use date attributes in this report to filter the results by a specific date range. For more information, see Editing dates and date ranges.

 

Edited Mar 07, 2025 · Bry Fitzgerald

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Bry Fitzgerald created an article,

ArticleHelp with live chat
Chat server error: Try to refresh chat now

Question

Why do I get the Chat server error: Try to refresh chat now. If that doesn't work, ask your Admin to contact Zendesk... followed by a string of random letters and numbers?

Chat_server_error_blur.png

Answer

The Chat server error indicates there was a recent subdomain change on the account. It's expected that live chat may experience up to two hours of downtime after a subdomain change. The error should resolve itself within the two-hour window. More details can be found in the article: Renaming your subdomain.

If you are still receiving this error and the subdomain hasn't been updated recently, see the following article to check your Chat connection: Troubleshooting your Chat connection.

Edited Nov 30, 2022 · Bry Fitzgerald

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Bry Fitzgerald created an article,

ArticleHelp with voice
Does Zendesk Text support hosted numbers?

Question

My team would like to host SMS functionality within Zendesk while keeping voice functionality with our number's external carrier. Does Text support hosted numbers?

Answer

No, Text does not support hosted numbers. To use SMS as a Support channel, you'll need to purchase a text number. For more details, see the article: Getting started with Text.

You may be interested in porting your existing number into Zendesk Talk. To see if porting is possible for your number, see the article: Porting numbers for Zendesk Talk.

Edited Mar 11, 2024 · Bry Fitzgerald

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Bry Fitzgerald commented,

Community comment Q&A - Help center and community
Community
Hey there! In order to accomplish this, you'll need to use custom code*. Within Guide Admin, navigate to Customize Design > Customize > Edit code and click style.css. Search for the .blocks-item-title selector, and then change the font size property from 16px to your desired value. Then click Publish. Hope this helps!

*We do not provide support for custom code, so any issues caused by the implementation of custom code will need to be resolved on your end. If you are not comfortable making these changes yourself, we would encourage you to work with an experienced developer.

View comment · Posted Apr 09, 2022 · Bry Fitzgerald

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Bry Fitzgerald commented,

Community comment Q&A - Help center and community
Community
Hey Ronja! If you're needing to optimize Help Center searches, I'd recommend taking a look at our article About Help Center end user search, where we discuss how searches are weighted, and what can be done to improve accuracy. I'd also recommend reviewing our article Best practices: Measuring and optimizing your self-service channels, where we discuss how to measure your Help Center's activity.
 
If you have a moment, I would encourage you to share your feedback about Help Center search stemming within our own Community.

It may also be worth reaching out to Algolia. Their website states that their code is open-source, so I'm wondering if it's possible for them to connect their search engine to our Unified Search API, which will search both Articles and Community Posts.

View comment · Posted Mar 26, 2022 · Bry Fitzgerald

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Bry Fitzgerald commented,

CommentWorking with articles in the knowledge base
Product guides
Hey Rich! Youtube doesn't have a responsive embed code, so you'll need to rely on custom coding to resolve this issue; which we are unable to provide support for. However, there is an older community post, Resize Youtube Video in Article, in which a workaround is shared, involving the use of custom CSS and HTML. I tested this workaround in my test account, and can confirm that it still works. One thing of note from my test is that in the article editor, the video appeared pretty small. But when I previewed the article on my Help Center, the embedded video was in-fact responsive, expanding and contacting to fit the browser window.

View comment · Posted Mar 19, 2022 · Bry Fitzgerald

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Bry Fitzgerald commented,

CommentUsing themes and customizing your Help Center
Product guides
Hey Jeongah! There is no supported method to embed a third-party widget into an article. You might consider Allowing unsafe HTML in help center articles and customizing the source code to embed the widget within an iframe. We do not support the use of iframes within our product, so if you have further questions related to this, you'll need to rely upon our Help Center documentation and our Community.

View comment · Posted Mar 05, 2022 · Bry Fitzgerald

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Bry Fitzgerald commented,

Community comment Q&A - Help center and community
Community
Hey Clara! I'm grateful for your patience. Currently there's no way to lock a topic, but I agree that would be a useful feature. I did find a Feature Request from another Zendesk user Request: Add the ability to lock a topic from being used to create posts. If you have a moment, I would recommend upvoting and following that post, and adding a comment to express your interest.

View comment · Posted Feb 24, 2022 · Bry Fitzgerald

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