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Cath B. [Digital Sales]'s Avatar

Cath B. [Digital Sales]

Joined Apr 14, 2021

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Last activity Feb 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Cath B. [Digital Sales]

Cath B. [Digital Sales] created an article,

ArticleHelp with sales

Issue symptoms

I have several widgets set up on My Dashboard. When I click on the My Smart Lists widget, nothing happens.

Resolution steps

This error is likely caused by a corrupted cookie in your browser. Clear your cache and cookies and verify that your browser is up to date.

If that does not resolve the issue, there is browser specific guidance on how to proceed in this article: Zendesk support for cookie restricted browsers.

Edited Jan 25, 2024 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with sales

Question

I'm trying to use a custom field as a Group by when creating a widget. Why is it not showing up from the dropdown field?

Answer

Custom fields cannot be used as a Group by attribute when creating a widget in the Sell Performance Dashboard. You can only select from a standard set of fields we provide and not your custom fields in this report.

For more information, see this article: About reporting in Sell.

Edited Jan 25, 2024 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with bots and automation

Question

How can I change the name of my bot in the messaging widget?

Bot test conversation

Answer

Follow the steps below to customize the name of the bot in the messaging widget.

To update a bot’s name

  1. In Admin Center, go to Channels() > AI agents and automation > AI agents > Conversation bots
  2. Hover over the bot you want to update and click Edit
  3. In the Settings tab, enter your desired bot name under Name
    Settings.png

For more information, see the article: Working with messaging bots for your web and mobile channels.

Edited Dec 30, 2024 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with live chat

Question

I received the following error when trying to embed the Web Widget script on our Google site: Couldn't load messages. Why is it not working?

Answer

It's not possible to embed the Zendesk Web Widget on Google sites because it restricts the tags and set of JavaScript commands that can be used. Google sites do not give users access to the document head element of the webpage. The Web Widget only functions on sites where you have greater access to the HTML document and greater control over the code.

For more information, see this article: Installing Zopim for Google Sites.

Edited Jan 22, 2024 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with sales

Issue symptoms

I don't see the delete option when I try to delete one of my deals.

Resolution steps

If you do not have the option to do this, reach out to an administrator on your account to update your permissions. The Deals tab within your role settings allows an account admin to toggle if you have permission to delete deals.

For more information, see the article: Setting up a role with advanced permissions in Sell.

Edited Jan 25, 2024 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with support and ticketing

Question

When the client replied to an update, their reply became an internal note. Why is that?

Answer 

If the user who comments on the ticket is not the requester or a CCed user, it is expected behavior that their message becomes an internal note. Internal notes from your team are not visible to end users.

For a complete breakdown, see our article on understanding when email replies become public or private comments.

Edited Jan 19, 2024 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with sales

Question

Can I remove the Customer status and Prospect status fields from the contacts card?

Answer

Both fields are default fields and cannot be removed.

For more information, see this article: Understanding leads, contacts, and deals in Sell.

Edited Jan 25, 2024 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with live chat

Question

Can I customize the Check conditions of my Chat trigger to include both check any of the following conditions and check all of the following conditions

Answer

Only one option can be selected from the dropdown field, Check conditions. You cannot use a combination of Check all of the following conditions and Check any of the following conditions when creating a Chat trigger. Select one of the options to continue customizing your trigger. 

For more information, see the article: Zendesk Chat triggers conditions and actions reference

Note: The Developer view also requires you to select one condition.

Edited Jan 22, 2024 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with support and ticketing

Question

When I respond to a ticket with a public comment, the email that the customer receives doesn't include my response. Why is that?

Answer 

This is because the placeholder used to fill your comments on an email notification via trigger is not present. Check the trigger that you use to send emails to your customers and make sure that the placeholder for ticket comments is present.

Edited Dec 14, 2022 · Cath B. [Digital Sales]

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Cath B. [Digital Sales] created an article,

ArticleHelp with voice

Question

Is it possible to send an SMS through the API?

Answer

No, it is not possible to send an SMS through the API. As a workaround, you can create triggers that will fire Text notifications based on ticket events and conditions. For more information, see the article: Using Text notifications with triggers: Recipes and tips.

Edited Mar 11, 2024 · Cath B. [Digital Sales]

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