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Don Moser's Avatar

Don Moser

Joined Apr 14, 2021

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Last activity Jan 14, 2025

Zendesk Digital Resources Team

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ACTIVITY OVERVIEW

Latest activity by Don Moser

Don Moser created an article,

ArticleHelp with support and ticketing

Issue symptoms

  • Some agents in your account cannot see their tickets
  • If an agent is affected, they may encounter the error message: The ticket you are trying to open is not visible to agents in your group(s)

The ticket you are trying to open is not visible to agents in your groups.png

Resolution steps

With the launch of department spaces, Zendesk ran a backfill for all enterprise accounts. If an agent is in a downgraded state during the backfill, Zendesk treats them as an end user.

If the backfill completed before the downgraded agents were upgraded, those agents lost access to all tickets. To restore access, an admin or agent with permission to manage brand membership must add the upgraded agents to the relevant brands. To identify impacted users, search for all team members without brands and assign them to the appropriate brands as needed.

To find team members without brands

  1. Locate and record the ID numbers for all your brands
    1. In Admin Center, select Account > Brand management > Brands
    2. Open the first brand
    3. Note the brand ID in the URL, for example: 7589783592859
    4. Repeat these steps for all your brands to create a complete list of all your brand IDs
  2. In Admin Center, select People > Team > Team members
  3. Under Search team members, type the search below, listing all your brands for each brand_id entry. For example, this search string looks for all team members in all brands, where two brands exist: 7589783592859 and 7589791042859:
    type:user role:agent role:admin -brand_id:7589783592859 -brand_id:7589791042859
    All team members with no brands display
  4. Select the team members in the list, then click Manage brand membership
  5. Add the team members to brands
  6. Click Save

If your account contains many brands, consider using the Brands end point from Zendesk API.

This situation only affects agents downgraded during the backfill process and does not impact agents downgraded and upgraded after the backfill completed. In the future, when an agent is downgraded and upgraded, they maintain their brand associations as previously configured.

Edited Jan 16, 2025 · Don Moser

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Don Moser created an article,

ArticleHelp with reporting and analytics

Question

I want to pull a report of all tickets in the last 30 days. What are my options?

Answer

There are a few options to pull a list of tickets from the last 30 days in your account, which depend on your plan type. If you have an Explore Professional plan, you can use a custom Explore report. For more information, see the article: Understanding your reporting options

If you prefer to gather all ticket data, including the comments, you can export tickets from your account instead. You may need to have your account owner enable exports if you have not exported tickets before. See the article: What are my ticket export options?

For an example of how to create an Explore report that contains tickets and their statuses over the past 30 days, see the video below:

If you want to track more incremental ticket activity for each day in an Explore report, see the article: Explore recipe: Daily ticket activity in the last 30 days.

Edited Sep 02, 2024 · Don Moser

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Don Moser created an article,

ArticleHelp with support and ticketing

Issue symptoms

  • You have the Zendesk AI add-on which includes macro suggestions
  • No macro suggestions appear

Resolution steps

There are several reasons why suggested macros may not appear. See below for an explanation of each issue.

Note: This article is about macro suggestions. Macro suggestions and suggested macros are different, though related, features:
  • Macro suggestions are suggestions made to admins about new macros that could be created based on repeated content from all agent replies in your account.
  • Suggested macros are suggestions made to agents about which existing macro to apply to a ticket based on the content of that specific ticket.

    The macro suggestions feature was recently turned on

    Macro suggestions are created from the previous month’s data. If you just purchased the add-on, you won’t see any suggestions until the first day of the following month.

    For example, if you bought the add-on on May 25, you won’t see any macro suggestions until June 1.

    The machine learning model does not have enough data

    The machine learning model doesn’t generate macro suggestions if it’s unable to identify recurring patterns of similar responses in the tickets in your account. Macro suggestions aren't available, if your account does not meet the required usage.

    All macro suggestions have been accepted or dismissed

    If you or another admin has accepted or dismissed all of the recent macro suggestions, you will need to wait until new suggestions are populated. New macro suggestions are added on the first day of each month.

    For more information, see the article: Creating macros from macro suggestions for admins.

    Edited Aug 02, 2024 · Don Moser

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    Don Moser created an article,

    ArticleHelp with reporting and analytics

    Question

    I want to build a report of the CCs of tickets. What are my options?

    Answer

    There is no native metric for CCs in Explore reporting, but there are several ways that you can access information about the CCs on tickets in your account.

    Option 1: Use the CCs section in a user profile

    ou can open the user profile in Support to view a user's CC'd tickets. Click the dropdown menu Requested tickets and select CCs to display all of the user's CC'd tickets.

    Click requested tickets.jpg

    Option 2: Create a custom workflow using the Tickets API to add a tag

    For more detailed reporting on tickets where a specific user is CC’d, create a custom workflow that adds a ticket tag when a specific user is CC'd on a ticket.

    Have a developer create a custom workflow that uses the Tickets API to check email_cc_idsor collaborator_ids for a match for the desired ID and then apply a new ticket tag. The Add Tags endpoint lets you add tags to specific tickets, organizations, or users without replacing any existing tags.

    Option 3: If the user is an agent, use a Macro to add a tag

    If the person you want to CC is an agent, you can use a macro to add the agent as a follower and also add a ticket tag to the ticket.

    Macro actions.jpg

     

    Once you have a tag added to your tickets with a specific CC or follower, you can then use the tag to filter your reports in Explore.

    For more information and to contribute to the discussion for CC reporting, see the community post and the article: Viewing your assigned, requested, and CC tickets in your Support profile.

    Edited Aug 16, 2023 · Don Moser

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    Don Moser created an article,

    ArticleExplore recipes

    Available on Suite Professional plans and above

    Available on Explore Professional plans and above

    In this recipe, you'll learn how to create a report that shows the number of tickets that were reopened in your account per day.

    This article contains the following topics:

    What you'll need

    Skill level: Beginner

    Time required: 5 minutes

    Creating the report

    You can use the Reopened tickets metric and the Ticket Solve date attribute to show the number of reopened tickets per day.

    1. In Explore, click the Reports ( ) icon.
    2. In the report library, click New report.
    3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
    4. In the Metrics panel, click Add.
    5. From the list of metrics, select Tickets > Reopened tickets, then click Apply.
    6. In the Rows panel, select the Ticket solved - Date attribute, then click Apply.
    7. In the Filters panel, select the Ticket created - Date filter, and choose a time filter for a small period of time, such as a week or month. This prevents the query from timing out while you're building it. The example screenshot below shows an example of this report:

    Reopened

    Edited Jun 21, 2024 · Don Moser

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    Don Moser created an article,

    ArticleHelp with reporting and analytics

    Question

    I want to report on how long a ticket sits in a specific ticket status within a group of agents. Can I report on the duration of a ticket status or other ticket field within a specific group or department using business hours

    Answer

    No, there is not a pre-built metric for this type of calculation. Any time duration calculations for ticket fields in customized metrics are limited to calendar hours only. If you need to calculate business hours, use the default duration metrics for business hours instead that are available within the Support - Updates history dataset.

    See below for examples of the default metrics on ticket duration in business hours:

    • First resolution time - Business hours (hrs)
    • Full resolution time - Business hours (hrs)
    • Requester wait time - Business hours (hrs)

    For more information, see these articles:

    Edited Aug 03, 2023 · Don Moser

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    Don Moser created an article,

    ArticleHelp with reporting and analytics

    Question

    How do I exclude tickets with a specific tag from reports?

    Answer

    Filters cannot exclude tags in Explore reports. To exclude tickets with a specific tag, create a custom metric or attribute.

    If you are new to custom metrics and attributes, see the article: Getting started with custom metrics and attributes.

    For example, if you want to show all created tickets without the tag "tag1", create the report with a new Standard calculated metric that removes any tickets that contain the specific tag "tag1".

    To create the report

    1. Open Explore. To create a custom report, you need to have Explore Professional or a higher plan level.
    2. Click the reports icon ().
    3. Click the New report button.
    4. Select the Support - Tickets dataset. Click Start report.
    5. In the report builder, click the Calculations icon on the right sidebar.
      Calculations location on right sidebar.jpg
    6. Click Standard calculated metric. The Standard calculated metric formula editor opens.
    7. In the Name field, type a name for your new metric.
    8. In the Formula field, copy and paste the following formula. Replace the value tag1 with the ticket tag value that you want to filter out from the report.
      IF (NOT INCLUDES_ANY([Ticket tags], "tag1")) THEN [Ticket ID] ENDIF
      Formula editor with formula added
    9. Click Save.
    10. Under Metrics, add the metric to the report. Click the metric and select the COUNT aggregator.
      Aggregator location after clicking the metric
    11. Click Apply. The report should display your tickets without the tag value. You can also add filters, or adjust the default date filter at the top of the report to a specific date range.
      Date filter at top of the report

    For more information on these types of reports and the options to filter reports based on tag values, see the articles:

    Edited Jun 13, 2023 · Don Moser

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    Don Moser created an article,

    ArticleHelp with voice

    Issue symptoms

    Talk phone calls are not routing correctly to agents. Examples of call behavior include:

    • Agents are available, but the message No support agents are currently available displays.
    • Calls are in the queue, but the agent does not receive them, or they cannot accept the calls.
    • Calls don't route evenly between all agents in a group.

    Common call routing issues and solutions

    There are several potential causes for call routing issues.

    Calls do not route evenly among agents

    If some agents receive many more calls than other agents

    • Disable focus mode for agents if it is enabled. If the agent is in focus mode, this can cause calls to not route to them depending on their activity.
    • Check if you have omnichannel routing enabled. Depending on your routing rules, this can affect calls.
    • Ensure that all agents have the same results from a Twilio network test. If some agents have problems connecting to calls from their workstation, this can account for the discrepancy in call volume.

    Calls go straight to voicemail

    If all calls route directly to voicemail instead of reaching an online agent

    Calls dial out from the wrong number

    If outbound phone calls dial out from a different phone line than the number you selected

    • Check if you have phone numbers associated with specific brands in the account. Using brands in Talk changes the behavior slightly. When placing calls from within an existing ticket, the system will use the first number listed under the Lines tab in the Talk Admin center settings.
      • If the ticket was not created by a phone call, the system uses the first phone line of the brand associated with the ticket.
    • If you do have phone numbers associated with specific brands, manually enter the number in the dial pad and select the preferred outgoing Talk number instead of using the ticket's dropdown menu to place the call.

    Agents cannot accept or place calls

    If an agent is unable to receive or place phone calls

    • Confirm the agent has permission to use Talk. All Talk agents need to be set to a Team Lead or Agent role in their agent permissions for Talk.
    • Make sure the agent has their Talk agent state set to Online.
    • Disable focus mode to confirm if this is the source of the issue.
    • Have the agent run a Twilio network test to check the microphone permissions for the browser to make sure that Zendesk has access. You may also need to allow microphone access for your web browser within the system permissions for Mac or Windows if the problem persists.
    • Have your IT team or the agent check the computer to make sure that it meets all network requirements. Check the steps listed in the article: How can I troubleshoot Talk issues?

    Agents receive a Talk error message

    If an agent receives a Talk error message when they try to accept a phone call

    Resolution steps

    The best way to narrow down the cause is to place test calls to your phone line and check each of the following places in your workflow.

    Step 1: Check for a service incident

    Visit the Zendesk status page to check if the problem is from a service outage. If there is an ongoing service incident for Talk or Support, this could be the cause of the problem.

    Step 2: Check the affected agent's product role and agent availability

    Confirm that your agent has permission to use Talk and they follow the steps in the article: Receiving incoming calls.

    If the agent is set to an Admin role for Talk, they will not be able to use the Talk icon to receive or place calls. All Talk agents need to be set to a Team Lead or Agent role in their agent permissions for Talk in order to receive calls.

    To receive calls the agents need to set their Talk agent state to Online. However, if focus mode in enabled and the agent is within an ongoing chat ticket, a call may not be served to them even if they are online. Disable focus mode to confirm if this is the source of the problem.

    If you use unified agent statues, verify your agent status has the appropriate Talk permissions and check the status of online agents within the live dashboard on Explore to ensure agents appear online for Talk calls.

    Step 3: Check the call routing pathways

    Navigate to your phone line settings in Admin Center. Check and make sure the Enable Talk setting is enabled under your Talk settings.

    Enable_Talk_setting_in_phone_line_settings.jpg

    Next, identify how you are routing calls. The two main ways to route calls are group routing or through an IVR menu. Check to make sure that the Talk line has a group destination set up to receive calls.

    Note: If you have omnichannel routing enabled, this can affect the call routing behavior. For more information, see the article: Using omnichannel routing to route calls.

    Step 4: Check for browser problems and internet connection

    Call quality and routing issues can sometimes result from browser setup or poor internet connection.  Have any affected agents follow each of these steps:

    1. Clear your browser's cache and cookies.
    2. Try using Zendesk in a new web browser. For example, use Google Chrome if you are currently using Safari.
    3. Update your web browser to the latest version.
    4. Sign in using a different computer and determine if the same behavior occurs. Sometimes individual system settings or a specific VPN can cause problems with call routing.
    5. For more in-depth troubleshooting, see the articles:

    Step 5: If the problem persists, submit a ticket to Zendesk Support

    Collect the following information and open a ticket with our Support team.

    For more information on how to troubleshoot call routing issues, see the articles:

    Edited May 21, 2024 · Don Moser

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    Don Moser created an article,

    ArticleHelp with live chat

    Question

    How do I turn live chat or messaging on or off?

    Answer

    Live chat and messaging settings are in different locations. If you are not sure which product you are using, see this article: Am I using live chat or messaging?

    This article includes:

    Turn on live chat

    1. In Admin Center, click Channels > Classic > Web Widget.
    2. If you have multiple brands, select the brand you want to turn on live chat for.
    3. Go to the Basics tab and check Chat to turn on live chat.
      Turn on live chat for the Web Widget (Classic).png
    4. Configure the role permissions for the appropriate agents to use Chat.
    5. Add the Web Widget (Classic) to your help center or company website.
    6. Have at least one agent set to Online to receive live chats.
    • If you are using Agent Workspace, you set your agent status from the Support interface.
      Watch the video below for a walkthrough of how to enable live chat in Agent Workspace.
    • If you are using the classic Support interface, you set your agent status from the Chat dashboard. Open the products icon and select Chat to navigate to the dashboard.
      Watch the video below for a walkthrough of how to enable live chat in the standard interface.
    Note: If you are testing live chat as both an agent and as an end user at the same time, open the widget in a new private browser window for the chat function to appear after you set yourself to Online.

    Turn off live chat

    1. In Admin Center, click Channels > Classic > Web Widget.
    2. If you have multiple brands, select the Brand you want to edit.
    3. Go to the Basics tab and uncheck Chat to turn off live chat.
    4. Click Save.

    Turn off live chat for the Web Widget (Classic).png

    If you want to remove the Web Widget (Classic) entirely rather than only removing the live chat function, remove the widget script from your website and disable the setting to add the Web Widget (Classic) to your help center. 

    Turn on messaging

    1. Check and make sure your account meets the requirements to use messaging.
    2. Enable at least one agent to use Chat under their role permissions.
    3. In Admin Center, go to Channels > Messaging and social > Messaging. If your plan does not meet the plan requirements to use messaging, the option for Messaging will not appear.
    4. Select an existing Web Widget (Classic) and select Turn on messaging.
    5. In Admin Center, navigate to Bots and automation > Bots.
    6. Set up the bot conversation elements and answer pathways that you wish to offer from bot builder. Before doing so, build out your help center with content for bot builder to suggest.
    7. When you are ready to offer messaging, enable the Web Widget on your help center, or embed the widget code directly on your own website. For more information, see the article: Installing the Web Widget for messaging.
    Note: Messaging provides a unique experience compared to Chat, offering distinct advantages as well as certain limitations. For more information, see the article: Limitations in the Zendesk Agent Workspace.

    Some settings for messaging, such as messaging triggers, are configured in Admin center instead of the Chat dashboard.

    Watch the video below to learn how to enable messaging in your account.

    Turn off messaging

    1. In Admin Center, click Channels > Messaging and Social > Messaging.
    2. Select Manage settings at the top of the page.
    3. Under Turn on messaging for Web Widget, delete the brand you want to disconnect.
    4. Select Save.
    Note: If you have a newer account with messaging enabled by default, you aren't able to deactivate messaging.

    Watch the video below for a walkthrough of how to disable messaging.

    To remove the Web Widget entirely rather than only removing the messaging function, remove the widget script from your website and disable the setting to add the Web Widget to your help center.

    Edited Feb 13, 2025 · Don Moser

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    Don Moser created an article,

    ArticleHelp with live chat

    Question

    I have a custom mobile app that I want to connect to Zendesk Chat. How do I integrate the live chat or messaging function into the mobile app?

    Answer

    To integrate live chat or messaging into a custom mobile app, you'll need to use the Chat SDK for live chat or the Messaging SDK for messaging. To determine which product feature you're using, see the article: Am I using live chat or messaging?

    When building a custom app and integrating live chat or messaging, you may need to enlist a developer for assistance. This type of integration involves custom code and is not directly supported by Zendesk.

    Note: When building custom code for your mobile app, ensure that the number of API calls in your script does not exceed the API rate limits.

    Edited May 09, 2024 · Don Moser

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