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Claire Miller's Avatar

Claire Miller

Joined Apr 14, 2021

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Last activity Nov 12, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Claire Miller

Claire Miller created an article,

ArticleExplore recipes

Available on Suite Professional plans and aboveAvailable on Explore Professional plans and above

In this recipe, you'll learn how to create a report showing the number of abandoned calls during the initial available agent's greeting. 
 

What you'll need

Skill level: Moderate

Time Required: 20 minutes

Creating the report

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 Talk > Talk - Calls, then click Start report. The report builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, click Inbound calls > Inbound calls, then click Apply.
  6. Now, you'll create a custom Standard calculated attribute to calculate the number of calls that were abandoned during the initial greeting. From the Calculations () menu, click Standard calculated attribute.
  7. On the Standard attribute attribute page, enter a name for your attribute, such as Calls abandoned in greeting
  8. In the Formula field, enter or paste the following:
    IF ([Call completion status]="Abandoned in queue"
    AND VALUE(Call wait time (sec))=0)
    THEN "Abandoned in greeting"
    ELSE [Call completion status]
    ENDIF

    Your standard calculated attribute will look like the following image.

    abandoned_in_greeting_attribute.png

  9. In the Columns panel, click Add.
  10. From the list of attributes, choose Calculated attribute > Calls abandoned in greeting (the metric you just created). 

The report is complete. See the image below for an example of how it will look.

Finished_report_.png

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

Edited Jun 21, 2024 · Claire Miller

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Claire Miller created an article,

ArticleHelp with reporting and analytics

Question

Why are certain messaging tickets missing from the Messaging tickets dataset in Explore?

Answer

Tickets will not appear in the Messaging tickets dataset if none of the metrics are updated after the ticket is created. A ticket must meet the conditions listed below to be included in the Messaging tickets dataset. 

Conditions for a messaging ticket to have metrics:

  • There were events after a bot or trigger handover. Events before the handover are not considered ticket updates in messaging.  
  • The events type is actioned. After a messaging ticket is created there must be a message from the requester or agent, or the ticket went into pending or on-hold status. 
  • The events had an effect on metrics. For example, tickets that have first reply times, wait times, message count increases, and ticket status changes.

To include messaging tickets that do not meet the above criteria in your reports, use the Support tickets dataset and filter by channel.

For more information, see the article: Messaging reporting in Zendesk Agent Workspace.

Edited Jan 05, 2023 · Claire Miller

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Claire Miller created an article,

ArticleHelp with support and ticketing

Issue symptoms

There are a number of ticket events that appear in the agent interface as though they are all being done by one admin. The events include the creation or assignment of tickets or making changes to ticket properties. This admin has no recollection of having done these actions.

Conditions

  • No plan restrictions.
  • Account utilizes some kind of API or third-party integration with tickets.

Resolution steps

Take a look at the types of tickets these events appear on. If they only appear on ones created through a third-party application that uses the API, then it is expected for the admin that authorized or set up the integration to have their name appear on events.

For example, if your account is using the Zendesk Talk Partner Edition with RingCentral or Five9s, then any tickets created or updated through that integration have the name of the admin who set it up listed under any events.

Alternatively, create an additional admin dedicated to authorizing all API integrations. The name of the user could be your company's name, to avoid confusion within the ticket events. 

Note: If personalized email replies are enabled with API integration matching the conditions above, tickets created will also appear as though they were made by the admin authorizing that integration.

Edited Dec 14, 2022 · Claire Miller

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Claire Miller created an article,

ArticleHelp with settings and billing

Question

I'm already logged into Zendesk Support. Why am I still being prompted to authenticate again whenever I open a ticket?

Answer

This is often caused by third-party apps, such as Capsule CRM, that require their own set of credentials for use. Generally, the issue arises because the authentication credentials are no longer valid or the validating API token has expired. 

One way to confirm this is to take a look at the browser console and check for any 401 errors:

https://yoursubdomain.zendesk.com/proxy/to/https%3A%2F%2FSUBDOMAIN.capsulecrm.com.capsulecrm.com%2Fapi%2Fusers 401 (Unauthorized)

This error will point you towards exactly which of your apps is causing the Authentication Required window to pop up. If you have credentials for that app, try logging into the pop-up window with them. If not, please reach out to an admin on your account for further assistance.

Edited Jan 22, 2024 · Claire Miller

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Claire Miller created an article,

ArticleHelp with voice

Question

Can I transfer my own phone number over to use it with Zendesk Talk or Zendesk Sell?

Answer

Yes, you can port your number into either Talk or Sell as long as you have a paid subscription. You cannot port numbers on Talk trial accounts.

Prerequisites

To bring over an external phone number to your Zendesk account, the owner of the account has to initiate a porting request. There are a couple of considerations when making the decision to port your number.

  • Zendesk's phone provider, Twilio, can port most US domestic local and toll-free numbers and some numbers in Canada. If you provide phone support outside of the US or Canada, you may purchase international phone numbers for over 40 countries. Find pricing and availability details here.
  • Toll free numbers have more restrictions than local numbers and can take a little more time to port. Learn more about toll-free porting in Twilio’s Help Center.
  • You cannot use the same phone number for use in both Talk and Sell accounts. These must be separate phone numbers.

For more information about the porting process, see the articles:

After you've initiated a porting request, you will receive information on whether the request is approved. You will also receive a date when the number will be brought over to the account. In the interim, you can continue to use the number through your external phone carrier until the number has been ported over to your account.

Edited Dec 21, 2022 · Claire Miller

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Claire Miller created an article,

ArticleHelp with settings and billing

Question

I forgot my password. How do I reset my password when I can't sign in?

Answer

Important: The steps outlined in this article are intended for customers who use our native authentication. If your account uses SSO to authenticate your users, see the article: Accessing your Zendesk account when your SSO service is down.

If you are having issues signing in, reset your password.

To reset your password

  1. Browse to https://yoursubdomain.zendesk.com/access/help, replace yoursubdomain with your account-specific subdomain name. Or use the button below to select your subdomain and be redirected directly to the password reset page.
  2. Enter the email address you use to sign in, and click Submit
    reset_password
  3. Check your inbox associated with the email address provided and follow the instructions on the email you have just received.
Note: You will receive two email notifications when resetting your password. The emails will have separate branding. For example, This email is a service from [brand_name]. Delivered by Zendesk, and This email is a service from [account_name]. Delivered by Zendesk.

If you are having issues receiving the password reset email, see the article: I am not receiving my password reset email.

Edited May 30, 2024 · Claire Miller

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Claire Miller created an article,

ArticleHelp with apps and integrations

If your app doesn’t work as expected, follow these steps to identify and resolve the problem.

This article contains the topics below.

Disable all apps

Disable support apps for all agents or add ?noapps to the end of the URL of the ticket where the issue persists.

https://YOURSUBDOMAIN.zendesk.com/agent/tickets/12345?noapps

This step helps you determine if any app interferes with your account's performance. If an app prevents you from using your account, contact the app's developer for further support.

Disable specific apps

If you've identified that the issue is with your apps using the above method, you can now target the specific app. Enable and disable specific apps to pinpoint the app at fault.

Clear browser's cache

Open your account in an incognito or private browser. If the issue disappears, clear your browser’s cache and cookies, then test again.

Check roles and permissions

If only some agents experience issues, check their roles and permissions. Agents without access to the app’s functionality will encounter problems.

Check for console errors

Check the browser console for any errors. These errors can be captured in a HAR file. The process for capturing this information is unique for each browser. For more information, see the article: Generating a HAR file.

Still having issues?

If these steps don’t resolve the problem, contact Zendesk Customer Support and include the below information in your message:

  • Time of when the issue began and its frequency.
  • A HAR file that captures the unexpected behavior.
  • The troubleshooting steps performed from this article.

Edited Oct 12, 2024 · Claire Miller

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Claire Miller created an article,

ArticleHelp with live chat

Question

What is the expected behavior for chat sessions to time out? When do idle conversations time out? Why can't I end a chat in messaging?

Answer

A conversation between an agent and an end user comes to an end differently depending on whether your account is using live chat or messaging. Click each of the links below to understand how to end chat or messaging conversations in different setups:

Ending a live chat session as an end user

In Live chat, the visitor is in control of the chat session. The chat session is considered active until it's ended by the visitor in one of the following ways:

For the Chat Mobile SDK versions, the chat conversation terminates after any of the below conditions:

  • There was no activity on the chat for 1 hour.
  • The visitor was disconnected for an hour.
  • The agent ends the chat, at which point the session disconnect timeout is reset to 5 minutes.
  • The visitor ends the chat at which time the session immediately terminates.
  • If push notifications are disabled, the session will timeout 30 minutes after the user backgrounds the app.

For more information about idle statuses, see the following notes:

  • In the event that the visitor closes the browser (no windows with the chat widget are open) the session times out within a timeframe of 20 seconds to 2 minutes.
  • In the event that the visitor using a browser on a mobile device minimizes, tabs away from, or closes the browser containing the chat, the session times out within a timeframe of 20 seconds to 2 minutes. 
  • In the event that the visitor idles on a site with the widget, their session stays open for 20 minutes before the session automatically ends. An idle status is defined as no mouse or keyboard input on the site for 10 minutes. The user does not need to interact with the widget itself, but must be actively working on the page the widget is loaded on. Additionally, there can be a variance of up to 5 minutes depending on their connection to Chat.

Leaving a live chat session as an agent

An agent can leave a live chat, but not end the session. The widget remains open for the end user until the end user ends the session. However, agents can leave a chat without the session ending.

To leave a live chat session:

  1. Click the X button in the chat window.

    end_a_chat_x_button.jpg

  2. Click End chat in the confirmation dialog.

    end_chat_in_live_chat.png

If an agent leaves a chat session, the chat can be reopened by the end user. In this situation, the agent will experience the following:
  • The chat returns to the agent's queue after an end user sends another chat message.
  • The history of their previous chat is present for the agent because it’s still considered the same chat conversation.
  • Any subsequent messages are added to the chat script.
  • Once the live chat has ended, all additional messages are added to the chat script history as a single entry.
Remember: If an agent never joined the chat, that is considered a missed chat, and the conversation is moved into a ticket. A missed chat ticket won't be created until the session is ended by the visitor.

For more information, see these articles:

Ending a chat session in Agent Workspace

When managing live chats in Agent Workspace, end users can still end chats in all the ways described in the live chat section of this article. The only difference in Agent Workspace is that the agent can end a chat in Agent Workspace with an end user by following these steps:

  1. In Agent Workspace, click End chat.
  2. In the confirmation dialog, click End chat.

    agent_ends_chat_agent_workspaces.gif

  3. The chat will show the visitor that the agent left the chat session.

Ending a conversation in messaging

Unlike live chat, in messaging a session is not a customer-facing concept. The visitor doesn't have the ability to end a session. Instead, conversations go through active and inactive states

  • A messaging conversation is Active when the end user has sent a message recently. 
  • A messaging conversation becomes Inactive after a specified amount of time elapses with no activity by the end user or when the ticket status (or status category) changes to On-hold, Pending, or Solved. By default, Zendesk defines a message as inactive after 10 minutes without a response from the end user. Admins can modify the inactivity period.

The ticket's activity state, as well as the ticket status, affect routing, business rules, and an agent's capacity. For example, if you use omnichannel routing and haven't turned on messaging activity routing, turning on automatic release capacity and customizing your inactivity period for messaging can help agents manage their messaging capacity more efficiently. 

Note: Omnichannel routing is enabled as the default routing experience for Zendesk Suite accounts created after December 5, 2024.

For more information, see the articles below:

Edited Jan 15, 2025 · Claire Miller

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Claire Miller created an article,

ArticleHelp with live chat

Question

How does the mobile Chat app work? What features from the desktop web application are available on it?

Answer

One thing Zendesk developers have worked hard to do with the latest mobile Chat app is to ensure consistent functionality across both the Android and iOS platforms. This way agents can have an almost identical experience using the app regardless of the mobile device they're using. Below is a list of features available on both apps:

  • Be more productive with the shortcuts feature.
  • Don't worry about missing a message while chatting with our unique in-app notifications.
  • Multi-tasking support. Get alerted of new messages when the app is backgrounded.
  • Get alerted with the same great sounds from our online dashboard.
  • Chats will remain updated even when you switch between our online dashboard and the app.
  • Provide live customer help when they have a query, and never lose them to competitors.
  • Initiate agent-to-agent chats from the app when you need to ask your team a question or transfer a chat to them.
  • Push notifications that allow you to remain online and receive chats even when the app is terminated.
  • See who's online on your site in real-time, and start engaging leads on your website.
  • Email Chat Transcripts and review them right in your inbox.
  • View past chats that took place with returning visitors.
  • View the URL paths of your visitors, determine what they're viewing and how they got there.

To download the app for your mobile device, click one of the links below.

Note: For issues signing into the mobile app, see the article: How do agents sign in to the mobile Chat app? If you are trying to add live chat to your own custom mobile app instead, see the article: How do I add live chat or messaging into my custom mobile app?

Edited Jul 28, 2023 · Claire Miller

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Claire Miller created an article,

ArticleHelp with live chat

Question

What's considered a good loading time for the legacy Chat widget, or the Web Widget (Classic)?

Answer

A load time that is within the expected performance of the widget is between two and three seconds. This time is considered to be a perfectly good loading time for the Web Widget or Web Widget (Classic) on your site.

There are a number of different factors that can affect the load time of the widget, particularly its location. Place the widget code in the header or footer of the page. This applies to both the standalone Web Widget and Web Widget (Classic).

For more information, see this article: Using Web Widget (Classic) to embed customer service in your website.

Edited Jan 22, 2024 · Claire Miller

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