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Ingrid R.
Joined Apr 14, 2021
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Last activity May 24, 2024
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Latest activity by Ingrid R.
Ingrid R. created an article,
Question
What steps can I follow to view the SSL certificate of my help center?
Answer
To view an SSL certificate for your Zendesk in various browsers, follow the steps below. SSL must be enabled for your Zendesk account.
- View the SSL certificate in Chrome
- View the SSL certificate in Firefox
- View the SSL certificate in Edge
- View the SSL certificate in Safari
View the SSL certificate in Chrome
- Navigate to your Zendesk Help Center.
- Right-click on the page and select Inspect.
- Select the Security tab.
- Select View Certificate.
⌘ + OPTION + i
on a MAC or CTRL + SHIFT + i
on a PC for more information.View the SSL certificate in Firefox
- Navigate to your Zendesk Help Center.
- Select the lock icon in the address bar.
- Select the > symbol to the right of the Secure Connection.
- Select More information > Security Tab > View Certificate.
View the SSL certificate in Edge
- Navigate to your Zendesk Help Center.
- Select the lock icon in the address bar.
- Select View certificates.
View the SSL certificate in Safari
- Navigate to your Zendesk Help Center.
- Click the lock icon in the address bar.
- Click Show Certificate.
Edited Jun 26, 2024 · Ingrid R.
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Ingrid R. created an article,
Question
The view I created is missing tickets. Why did my tickets disappear from my views?
Answer
If your tickets no longer appear in your views, it is very likely that the tickets don't match the conditions set for your views.
Views are like frames or filters to your tickets. They display those tickets that match the pre-configured conditions from your views.
To troubleshoot your view
- Open the views page.
- Open the view that is missing the tickets and scroll down to the conditions set.
- Open a ticket that is missing from the view and compare it to each condition set in your view.
- Amend the view to include those tickets.
Views do not include archived tickets. Archived tickets are included in search results. You may notice a discrepancy between the number of ticket results shown in a view and the number shown in a ticket search with the same parameters.
For more information on creating views to match your use case, see this article: Creating views to manage ticket workflow.
Edited Jan 23, 2024 · Ingrid R.
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Ingrid R. commented,
Olá, Amanda.
Tickets originários de Chat e WhatsApp não têm métrica de Tempo de Primeira Resposta, porque são canais de mensagens instantâneas. A métrica do tempo da primeira resposta mede o tempo entre a criação do ticket e o primeiro comentário público do agente após a criação, o que não faz sentido para canais de mensagem instantânea.
Saiba mais sobre isso aqui: https://support.zendesk.com/hc/pt-br/articles/205951808-No%C3%A7%C3%B5es-b%C3%A1sicas-sobre-o-tempo-da-primeira-resposta-Professional-e-Enterprise-
Logo, faz sentido que a sua SLA de primeira reposta não esteja funcionando em tais tickets.
Espero haver esclarecido.
Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist
View comment · Posted Mar 15, 2021 · Ingrid R.
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Ingrid R. commented,
Olá, Wallace.
Agradeço o contato conosco.
O motivo pelo qual você não vê notificação de entrada de chats se deve pela sau função na Zendeks ser de Admin, e Admin não pode servir chats. Para servir chats, a função deve ser Agente, como explicado detalhadamente nesse artigo: https://support.zendesk.com/hc/pt-br/articles/360022182234-No%C3%A7%C3%B5es-b%C3%A1sicas-sobre-as-fun%C3%A7%C3%B5es-padr%C3%A3o-no-Zendesk-Chat
Para que você possa atender chats, se faz necessário adicionar novo Agente na sua conta do Zendesk Chat. Saiba como gerenciar as suas licenças e funções aqui: https://support.zendesk.com/hc/pt-br/articles/360052935053-Sobre-as-fun%C3%A7%C3%B5es-da-equipe-na-Central-de-administra%C3%A7%C3%A3o-do-Zendesk
Espero haver esclarecido!
Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist
View comment · Posted Mar 05, 2021 · Ingrid R.
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Ingrid R. commented,
@Jérémie - the example you shared is from a phone call received without previous identification. It's normal to have these type of tickets.
To prevent it from happening often, make sure to ask your Agents to add the phone number on the contact box in the end-user profile, like explained in here: Adding and managing end users
Unfortunately, at this moment, there isn't a native way to force your Agents to populate those fields, such as the Requester and the Organisation fields. I'd definitely suggest that you publish a post on our Community, describing your suggestion and your use case for our Product Managers to review: Feedback - Ticketing System (Support)
They see all the posts there and take customer suggestions into consideration as they work to improve Zendesk. Thank you in advance for your understanding!
@Adriana - you can potentially create a View from those tickets coming without organisation, and manage them all from there. You may know what conditions to use based on your business needs here: Creating views to manage ticket workflow
Hope to have clarified your questions!
View comment · Posted Mar 03, 2021 · Ingrid R.
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Ingrid R. commented,
Hi Yen,
You can use brands as a way to segment how your end-users can get in touch with different aspects of your business, and create a specific flow for each.
You've to be on the Suite plan or on the Zendesk Support Enterprise plan to have multiple brands in your account. Once you do, Flow Builder is activated on every one of those brands. Each brand has a separate default flow that can be configured independently.
Hope it makes sense to you. Let us know if you have more questions about it.
Regards,
Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist
View comment · Posted Feb 26, 2021 · Ingrid R.
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Ingrid R. commented,
Hi Sebastian,
Unfortunately, there is no option to disable or hide the ticket's view from the Agent's dashboard. I have marked your post as a feedback to our Product Team, nonetheless.
While we don't have any plans on changing it at this moment, I'd like to share that we've recently deployed the Agent Workspace that provides a new dashboard experience. If interested, get to know more about it here, please: https://support.zendesk.com/hc/en-us/articles/360024218473-About-the-Zendesk-Agent-Workspace
Hope this helps!
Ingrid R.
Zendesk | Technical Support Engineer | EMEA
View comment · Posted May 05, 2020 · Ingrid R.
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