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Erik Lynch's Avatar

Erik Lynch

Joined Apr 14, 2021

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Last activity Jan 01, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Erik Lynch

Erik Lynch created an article,

ArticleHelp with help center

Question

I already removed Sign In and Submit a request links from my help center header. I don't have a community. When users shrink the browser window size or access the help center from a mobile device, a navigation menu icon appears. How can I hide that menu icon, since there are no options to select from?

Answer

To hide the navigation menu icon entirely, remove its block of code in the header.hbs template of the Copenhagen theme.

  1. In Guide, edit the code of your help center.
  2. Open the header.hbs template.
  3. Remove the following lines of code from your template:

  4. Select Publish.
Note: If your theme has been customized or if you do not use the Copenhagen theme, these instructions may not apply. Contact your theme developer. 

For more information, see this article: Customizing your help center theme.

Edited Mar 28, 2024 · Erik Lynch

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Erik Lynch created an article,

ArticleHelp with bots and automation

Issue symptoms

Why doesn’t the messaging bot find the answer or article I expect, when a user types a certain phrase into the web widget? 

Resolution steps

This behavior has several causes. Keep these details in mind:

  • Answers take priority over articles. An end user could ask a question that matches a title or a portion of an article, but if the bot identifies a matching answer, it returns the answer. If you aim to return a specific article, build an answer specifically designed to match the frequently asked question that suggests the article, directly within its flow.
  • Partial matching logic may be used when identifying the best-suggested answer or article. In some scenarios, no full words from the question match words within the answer's training phrases or intent.
  • Short questions, especially those that are only a single word, are not often matched. Due to partial matching logic, a question with a single word can result in unexpected or unwanted answers.
  • Similarly, short or generic training phrases lead to inaccurate matching. Improve match accuracy by using specific language and phrases that are at least a few words in length in an answer’s intent, as well as training phrases.
  • If a specific question asked doesn’t result in the desired matching, adjust the training phrases or intent of the answer that should match. Alternatively, create a new answer with training phrases aimed at matching a common question.
Note: If you need a different intent from what is in place, create custom intents and request a new intent.

For more on building successful bots, see the article: Best practices: Creating a messaging bot.

Edited Jul 23, 2024 · Erik Lynch

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Erik Lynch created an article,

ArticleHelp with live chat

Use a Chat trigger for messaging to notify visitors if a department or group is offline. The below trigger recipe offers a way to send a message to visitors requesting a new messaging conversation when all agents in a specified group are offline.

The workflow includes the steps below.

Step 1: Create the trigger

To create this workflow

  1. Open Chat, and create a Chat trigger.
  2. Give the trigger a name, such as "Notify for offline department" and a description
    Chat trigger creation.png
  3. For the option Channel, select Messaging
  4. For the option Run trigger, select When a visitor requests a chat
  5. Under Check conditions, select Check all of the following conditions
    • Department | Equals | Support Group
      • This condition requires manually typing "Support Group", followed by the group ID. You can find the group ID using the List Groups API endpoint. Enter the URL https://yoursubdomain.zendesk.com/api/v2/groups and copy the ID number from your intended group to use in your Chat trigger. After you enter the first condition, select the + button to add another condition
    • Department status | Department Name | Offline
      • In Agent Workspace, departments and groups are merged. When a Chat trigger references a specific department it refers to the group by the same name
        Chat conditions.png
  • Under Perform the following actions, add:
    • Send message to visitor | Customer Support Team | Our team is offline at the moment. We will respond as soon as we are able, during our working hours of M-F 8am - 5pm EST
    • Customize the message using own business hours and preferred language
      Chat trigger action.png
Tip: Messaging trigger access for Zendesk accounts is being moved from the Chat Dashboard to Admin Center in phases. If your messaging triggers do not appear in the Chat dashboard as described in this article, see About messaging triggers in Admin Center. For more information on the move, see the announcement: Announcing improved messaging backend for messaging customers (updated).

Step 2: Test the trigger

Test the trigger to ensure that it functions correctly to inform visitors that the department is offline.

To test the trigger

  1. Set all agents in your intended messaging department to Offline. You need to have at least one agent in a separate messaging or chat department set to Online in order for the chat function to appear and the trigger to fire.
  2. Open a new private browser window and open the messaging widget on your help center or website
  3. Open a new messaging conversation to confirm that the trigger fires.

Edited Aug 15, 2024 · Erik Lynch

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Erik Lynch created an article,

ArticleHelp with bots and automation

Question

When a new messaging ticket comes in, the bot conversation history doesn't include all the steps the user went through. Why doesn't the ticket include all the bot interactions?

Answer

The full initial interaction with the bot at the start of the messaging conversation is stored for 72 hours from the last user interaction. After 72 hours of inactivity, the initial bot interaction is cleared and will restart the next time the user interacts with the bot. 

If a user initially interacts with the bot through the flow steps and is inactive for more than 72 hours, the next user interaction with the bot will reset the conversation, starting from where the user left off in the flow. If that user is transferred to an agent, a new messaging ticket is created and the agent will not see the previous bot interaction history before 72 hours of inactivity. 

When a user starts a bot conversation and stays active within the widget by interacting with the bot within 72 hours, the full conversation history will be included in the ticket. 

For an entire list of messaging resources, see the article: Web and mobile messaging resources.

Edited Mar 21, 2024 · Erik Lynch

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Erik Lynch created an article,

ArticleHelp with messaging

Question

After a messaging ticket has been closed, what happens when the user replies in the web widget?

Answer

When a user replies to a closed messaging ticket the initial greeting flow doesn't restart. The user's reply will be treated the same way any text entry is entered during the bot flow.

The bot will first search for any matching answers based on the user's initial entry. If there aren't any matching answers, the bot will search for matching articles if the flow step show help center articles is enabled in the bot settings. If there are no matching answers or articles, the bot will defer to the fallback response configuration.

To summarize the events in order, the bot will:

  1. Search for a matching answer.
  2. Search for any matching articles.
  3. Execute the fallback response.

Edited Apr 04, 2024 · Erik Lynch

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Erik Lynch created an article,

ArticleHelp with live chat

Question

Should I be using Support triggers or Chat triggers for live chat group routing if I have Agent Workspace enabled?

Answer

Chat triggers, such as the one described in this trigger recipe, are able to set the department for a chat before the visitor ever reaches out. This ensures the chat will be routed to the appropriate group in Support from the moment the ticket is created, and is recommended for chat routing in Agent Workspace.

Support triggers, on the other hand, cannot run until the ticket has been created. The routing process for live chats begins before support triggers can run on a ticket, so having Support triggers designed to set the group on a chat ticket can cause confusion. While the trigger will fire and change the group, chat routing began before the Support trigger fired, and is already working on finding the appropriate agent(s) regardless of the group set by a Support trigger.

For this reason, when using triggers to route live chats to different groups in Agent Workspace, it is recommended to use Chat triggers. 

If your chat routing needs are more robust than what chat trigger conditions have to offer, the next best method for routing is through the use of the department's API endpoint and custom code. Similar to chat triggers, using the API to set the department on chats will take effect for the chat before a ticket is created. 

For more information, see the article: Zendesk Chat triggers resources.

Note: This article applies to accounts using live-chat in Agent Workspace. To route conversations using messaging, see the article: Routing messaging tickets and notifications.

Edited Jan 22, 2024 · Erik Lynch

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Erik Lynch created an article,

ArticleHelp with support and ticketing

Question

Do follow-up tickets send satisfaction requests to users if the original ticket already sent one?

Answer

If you use the default automation to request a satisfaction rating from your customers, then follow-up tickets will also send the satisfaction requests if the automation conditions are met.

The condition Ticket Satisfaction | Is | Offered is reset to Unoffered when the follow-up ticket is created. This allows the automation to run on the new ticket just as it did on the original.

If you want to prevent the automation from firing on follow-up tickets, add the condition Ticket: Channel | Is not | Closed ticket under Meet all of the following conditions of your CSAT automation.

Excluding the closed ticket channels in automations.png

For more information, see the article: About automations and how they work.

Edited Dec 04, 2024 · Erik Lynch

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Erik Lynch created an article,

ArticleHelp with live chat

Issue symptoms

Department routing is set up in Chat but is not routing chats correctly.

  • Chats are being routed to the wrong agents and wrong departments.
  • Chats are routed to offline agents.
  • Chats are not being routed to a department when they should be.

Resolution steps

Make sure the issue is not caused by online status

The routing issue may be caused by a department's offline status. When chats are routed with triggers, the chat goes to the department specified in the trigger even if that department is offline. This can cause issues with lost chats. For more information, see the article: Why do triggers route live chats to departments with no available agents?

Make sure your pre-chat form is working correctly

If you use the pre-chat form to allow customers to choose a department, make sure the pre-chat form is enabled and working correctly in your account. Also, make sure the department option is not hidden on the pre-chat form. For more information, see the article: Can I hide the department field on the pre-chat form?

Make sure your trigger is set up correctly

If you use a trigger to route chats to departments, make sure you are using the correct department condition in your trigger. Learn more about the three different department conditions and how each one works in this article: Should I use the department, department status, or visitor department condition in my Chat trigger?

When you use the Set visitor department action in a Chat trigger, make sure you have Run trigger set to When a visitor has loaded the chat widget. Department routing does not work if Run trigger is set to When a visitor requests a chat or When a chat message is sent. See the image below for an example of this setup:

Chat_trigger_setup.jpg

If the chat was started by a proactive chat trigger instead of by your visitor, this will bypass any other routing triggers you have in place. In this case, the chat will route to any available agent regardless of the department. If you want chats started with a proactive message to route correctly, make sure your proactive chat triggers include the action Set visitor department as well.

Note: The action Set visitor department needs to be positioned above the Send message to visitor action. The visitor department can only set the chat department before a chat is started.

Edited Apr 05, 2023 · Erik Lynch

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Erik Lynch commented,

CommentSetting up Zendesk Guide

Hi Marisa,

There isn't currently a setting within a given brand to select a help center that it should be linked to. For example, if you have two help centers and four brands, there isn't a setting that would allow you to link two of those brands to one help center, and the other two brands with the other help center.

Could you describe a little more about your overall goal with that setup? How exactly do you want this brand linking to impact your workflows? Perhaps there may be other steps you could take to accomplish your goal besides linking additional brands to a single help center.

For example, there's a related question in the Community post: Multi-brand and a single help center. As mentioned there, host mapping would be a way to edit the URLs of each help center so that they appear united under one brand. But, the help centers themselves are separate from one another. 

Hopefully that helps!

View comment · Posted Apr 26, 2021 · Erik Lynch

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Erik Lynch commented,

CommentUsing themes and customizing your Help Center

Hi Mikell,

I ran a few searches in the Community and found a post which has a comment describing a solution to link a category block to an external website. You could potentially use a similar setup but with a URL to your specific article rather than an external site. You can find that here: How do I link a category title to an external site?

I hope that helps!

View comment · Posted Apr 16, 2021 · Erik Lynch

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