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![Gabriel's Avatar](https://support.zendesk.com/system/photos/6480443953690/Screenshot_2023-12-11_at_13.54.20.png)
Gabriel
Joined May 16, 2021
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Last activity Oct 07, 2024
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Latest activity by Gabriel
Gabriel created an article,
When you downgrade or remove users in Zendesk, manage their dashboards first. This guide will help you access the dashboards and outline best practices for future management.
The workflow includes the steps below.
- Step 1: Understand dashboard ownership in Explore
- Step 2: Regain access to shared dashboards
- Step 3: Follow best practices
Step 1: Understand dashboard ownership in Explore
Before you start, remember these important points:
- Only the creator and explicitly shared users can view a dashboard
- If you remove a user from Zendesk who didn't share their dashboard, that dashboard becomes inaccessible
- Zendesk doesn't record dashboards from specific users, Support can't retrieve dashboards after a user is removed
Step 2: Regain access to shared dashboards
- Ensure you have admin permissions to view and manage all dashboards
- Request help from shared users, if the dashboard was shared:
- Ask users to clone or share the dashboard, if users have permission
- Ask users to export and share the dashboard with you
- Request screenshots or details of the dashboard
- Reinstate the user temporarily with agent or admin permissions if the dashboard wasn’t shared and is crucial
- Suspend their access to other areas if needed
- Act quickly, Zendesk's data retention policies might limit recovery time
Step 3: Follow best practices for future management
- Share dashboards with groups or teams to avoid losing access
- Record dashboard ownership and sharing details, share this information with administrators
- Review ownership and permissions regularly, and adjust as needed to avoid losing reports
Edited Jan 06, 2025 · Gabriel
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Gabriel commented,
Nesse caso, sugiro por gentileza entrar em contato com mais detalhes desta analise para direcionamento da equipe de Suporte. Os passos a seguir demonstram como entrar em contato com o Suporte ao cliente Zendesk.
Obrigado!
View comment · Posted Apr 15, 2024 · Gabriel
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Gabriel created an article,
SUMMARY
16:29 UTC | 08:29 PT
After monitoring for some time, the fix is proving effective, and the widget to contact Zendesk Support is accessible once again. As such, this incident is now resolved. During the window of impact (2024-02-01 13:37 - 15:53 UTC), customers on pod 15, 26, and 29 may have noticed a similar issue loading their widgets.
16:09 UTC | 08:09 PT
We have implemented a fix for customers being unable to reach out to our support team. Please refresh your browser and try again. We will provide another update when we have more information.
15:51 UTC | 07:51 PT
We are aware of customers being unable to reach out to the Zendesk Support team using our messaging widget and investigation is already undergoing. We will provide another update shortly.
POST-MORTEM
TBD
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us via ZBot Messaging within the Widget.
Edited Feb 14, 2024 · Gabriel
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Gabriel created an article,
SUMMARY
Between 8:37 and 10:07 UTC on November 10, 2023, Talk customers receiving calls from end-users in Denmark, Finland, or Sweden experienced issues with those calls connecting to Talk, or disconnecting shortly after initially connecting.
Timeline
10:53 UTC | 02:53 PT
We are receiving reports of customers having issues with inbound calls to Scandinavian numbers not reaching Talk or disconnecting shortly after initialising. Investigation is underway and we are partnering with our telephony partner. We will provide another update shortly.
11:30 UTC | 03:30 PT
We are continuing to investigate issues regarding inbound calls to Scandinavian numbers not reaching Talk or disconnecting shortly after initialising. Currently, we don’t have any further updates, but we'll provide another update in 1h or when new information becomes available.
12:16 UTC | 04:16 PT
We were able to get confirmation from our telephony partner that an upstream provider is currently experiencing an incident on their network that is causing the reported impact in Talk Scandinavian numbers. The provider has already implemented urgent changes on their side to minimise the impact. We will provide more information as it is available.
13:32 UTC | 05:32 PT
The change implemented by the upstream carrier has resolved the issue and customers can now receive incoming calls to Scandinavian numbers again. We will now consider this incident as resolved, thank you for your collaboration.
POST-MORTEM
Root Cause Analysis
This incident was caused by local partner carriers after an infrastructure update unexpectedly encountered inbound traffic balancing issues.
Resolution
To fix this issue, local carriers increased capacity to handle the influx of incoming traffic until it had levelled off to a manageable state.
Remediation Items
- Update internal runbooks when working with partner providers.
- Revisit escalation policies for partner provider issues.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us via ZBot Messaging within the Widget.
Edited Dec 07, 2023 · Gabriel
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Gabriel created an article,
SUMMARY
On November 9, 2023 from 14:00 UTC to 16:34 UTC, a subset of Support customers in Pod 28 experienced delays of approximately 2 hours when sending tickets and system-generated email notifications.
Timeline
15:24 UTC | 07:24 PT
We are currently aware of outbound email delays and failures for customers on Pod 28. All emails will be retried once we have a fix in place. Investigation is underway and we will update you shortly with more information.
15:41 UTC | 07:41 PT
We have found the root cause of the issue and are working on a potential fix. We will provide another update in 30 mins or as soon we have more information.
16:08 UTC | 08:08 PT
Our team continues to actively work on a fix for the email issue for customers on Pod 28 and we will continue to provide updates as we have them.
16:28 UTC | 08:28 PT
We are beginning to see some improvement in the issue causing outbound email delays and failures for customers on Pod 28. Our team will continue to monitor the situation to ensure full recovery.
17:56 UTC | 09:56 PT
We are still recovering from the issue causing delays and failures in outbound email delivery on Pod 28; however, we are working through a backlog and some delays are still expected. Our team is still monitoring the situation to ensure services are fully restored.
18:26 UTC | 10:26 PT
We have fully recovered from the issue causing delays and failures in outbound email delivery for customers on Pod 28. Thank you for your patience during our investigation.
POST-MORTEM
Root Cause Analysis
This incident was caused by a delay in sending emails originating from a sudden increase in email processing jobs coming from one specific account, where the system was not equipped with enough memory and CPU resources to handle that load at that point.
Resolution
To fix this issue, we worked on increasing the system's memory and CPU resources and reducing the number of emails that could be processed at the same time. This allowed the system to handle the increased load and process the queued emails.
Remediation Items
- Adjusted the system's resources to ensure it can handle the load.
- Create additional pageable alerts for monitoring.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us via ZBot Messaging within the Widget.
Edited Nov 22, 2023 · Gabriel
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Gabriel commented,
I hope all is well! For that use case itself, reporting on the view would be a challenge since views are more dynamic, and the data update in Explore would not provide you with real-time information due to Explore sync time.
Some plans do allow live data reporting, maybe you may consider this while reporting in views is still not an available functionality. I will leave some resources below (please check plan availability).
- Overview of the Explore live dashboard
- Live data widgets for Explore dashboards
I hope this helps!
View comment · Posted Nov 09, 2023 · Gabriel
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Gabriel commented,
I hope all is well! In this case, you may consider using the Tickets Dataset instead of the Updates History Tickets Dataset. An example of this dataset being used can be found in this article.
I hope this helps!
View comment · Posted Oct 27, 2023 · Gabriel
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Gabriel commented,
I hope all is well! Two main things need to happen for a newly created value to be displayed in Explore:
1 - In this case, the group needs to be applied in a ticket, and,
2 - The dataset sync time has to be fulfilled so the data is presented in Explore.
If you still face issues with this after the above is met, I would recommend reaching our support.
I hope this helps!
View comment · Posted Oct 27, 2023 · Gabriel
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Gabriel commented,
I hope all is well! Not necessarily live, but I would say it is best practice to check if the Help Center is created and that the brand you are looking for there is active.
If you still face issues locating this, I would recommend reaching our support.
I hope this helps!
View comment · Posted Oct 27, 2023 · Gabriel
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Gabriel created an article,
Issue symptoms
In a social messaging conversation ticket, when I click ⋮ next to the ticket subject line and then click Print ticket, the output does not display public comments, only internal notes.
Resolution steps
To print social messaging conversations, you need to set Transcript visibility to Public.
Only public transcripts are stored as ticket comments; hence they show up in the print ticket function. For more information about this, see this article: Managing messaging transcript visibility
Edited Oct 22, 2023 · Gabriel
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