Erik Lynch
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Recent activity by Erik Lynch-
How can I improve my messaging bot to find the match I expect?
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 th...
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Department routing is not working correctly in 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 ...
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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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Can I use a Chat trigger for messaging to notify if a department is offline?
Question Can I use a Chat trigger for messaging to notify visitors if a department or group is offline? Answer Yes, Chat triggers in messaging run regardless of agent's online status. The below tri...
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Why can't I see the full bot conversation at the start of a messaging ticket?
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 ...
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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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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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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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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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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...