Erik Lynch
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Last activity
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Activity overview
Latest activity by Erik Lynch-
Erik Lynch created an article,
Recipe: Chat trigger for Messaging to notify the user a specific department is offline
About the Trigger With Messaging, Chat triggers can be designed to run regardless of whether agents are online. This recipe offers a way to send a message to visitors who create a new Messaging tic...
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Erik Lynch created an article,
What happens when a user replies to a messaging conversation when the ticket is closed?
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 re...
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Erik Lynch created an article,
Service Incident - November 23, 2022 - Chat | All Pods - Issue with Chat triggers firing
SUMMARY On November 23, 2022 from 14:12 UTC to 20:41 UTC, Zendesk Chat customers across all Pods experienced issues with Chat triggers misfiring, causing them to fire during unexpected times. Tim...
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Erik Lynch created an article,
Service Incident - June 6, 2022 - Guide | Multiple Pods - SSO redirects to blank page
SUMMARY On June 6, 2022 from 15:54 UTC to 20:18 UTC, Guide customers using SSO experienced blank or white pages when logging into the Help Center. Timeline 19:12 UTC | 12:12 PT We are investigat...
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Erik Lynch created an article,
What type of triggers should I use to route chats to specific groups in Agent Workspace?
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, a...
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Erik Lynch created an article,
Service Incident - September 27th, 2021 - Chat service delays
SUMMARY On September 27, 2021 from 14:15 UTC to 16:48 UTC, some Chat customers may have experienced some delay in chat history, real-time monitoring and push notifications updates. Timeline 16:48...
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Erik Lynch created an article,
Do follow-up tickets send satisfaction surveys if the original ticket already sent one?
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 custom...
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Erik Lynch created an article,
Service Incident - June 10th, 2021- Database update spike/latency which caused errors and calls to drop and in pods 18, 17 and 23
SUMMARY On June 10, 2021 from 11:37 UTC to 11:39 UTC on Pod 18, and from 15:07 to 15:15 UTC on Pods 17 and 23, some of our customers experienced 500 errors in Support, Guide and dropped calls in Ta...
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Erik Lynch created an article,
Service Incident - August 19th, 2021 - Explore - Multiple Pods - Dashboards timing out
SUMMARY On August 19, 2021 from 14:52 UTC to 16:52 UTC customers across multiple Pods using Explore, experienced problems with dashboards getting timed out and data not loading. Timeline 16:18 UTC ...
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Erik Lynch created an article,
Service Incident - March 7th, 2021 - Network Connectivity Issues on Pod 15
SUMMARY On March 7, 2021 from 16:16 UTC to 18:15 UTC, Pod 15 customers in certain regions experienced degradation or an inability to access their accounts across all Zendesk products. Timeline 21...