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i u l i a

Joined Apr 16, 2021

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Last activity Jul 09, 2024

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ACTIVITY OVERVIEW

Latest activity by i u l i a

i u l i a created an article,

ArticleHelp with user management

Question

Where can I see who created a user in Zendesk?

Answer

On Enterprise plans, you can see that action in your audit log. If the actor of the activity shows System user then this potentially means that the user was created with the API.

ac_account_audit_log_type.png

Audit logs are also available from the API.

Edited Jul 09, 2024 · i u l i a

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i u l i a created an article,

ArticleHelp with email

Issue symptoms

  • Your email server is sending emails successfully to your Zendesk support address
  • Some of the emails sent to your Zendesk support address are not creating tickets or create tickets after a long time delay
  • The ticket creation timestamp does not match the timestamp from the email which created the ticket

Resolution steps

There are several potential causes for delay or failed ticket creation from email. Check below for the possible causes and how to resolve them.

Emails are in your suspended tickets queue

Check your suspended tickets queue for the missing emails. There are several causes of ticket suspension which can impact the ability for an email to create a ticket, such as the use of email for bulk ticket creation instead of the API and channels framework.

  • When a ticket is suspended it also can cause a discrepancy in the creation date timestamp. If an email is recovered from your suspended tickets queue, the creation date will match when the ticket was recovered rather than when the email was originally received.

An active service incident is impacting email delivery or ticket creation

On rare occasions a service incident can prevent the creation of tickets through email. Check for an active service incident on Zendesk's status page for emails not creating tickets.

You use Gmail and your connection from Google to Zendesk was interrupted

If you use the Gmail connector and do not see emails creating tickets, check the status of your support address. Sometimes a disconnection can occur if you update your Gmail password.

To resolve this issue, reconnect Gmail to your support addresses and resend any missing emails as needed.

For more information, see this article: How to troubleshoot my email integration.

Edited Jul 04, 2024 · i u l i a

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i u l i a created an article,

ArticleHelp with help center

Question

Can I replace the images in my help center?

Answer

Yes, Guide admins can replace the images with your own branding by editing the theme of your help center. For complete steps, see the article: Updating the images in your help center.

Edited Jul 26, 2023 · i u l i a

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i u l i a created an article,

ArticleHelp with live chat

Question

I want to support multiple languages and translate the offline message for live Chat within the Web Widget (Classic). Is this message text translated automatically into other languages?

Offline_Message_Sorry_we_aren't_online_at_the_moment.png

Sorry, we aren't online at the moment. Leave a message and we'll get back to you.

Answer

There is no automatic translation for the offline form message. The English version of this message is used for the offline message by default. You can localize this text with custom code using the API as noted in the developer documentation for the offline form in Chat.

For more information about changing the language in your widget, see the article: How do I change or set the language in the widget on my website?

Edited Aug 21, 2024 · i u l i a

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i u l i a created an article,

ArticleHelp with user management

Question

What is the organization subscription notification within the ticket events? How can I disable the notifications? 

Answer

When viewing the events of a ticket, there is an Organization subscription notification:
org_event_.png
These are ticket notifications end users receive when they are members of a shared organization and follow an organization under My activities within the help center Customer Portal.

To prevent these notifications on tickets, update the organization to no longer be shared.

To unshare an organization

  • Edit the organization's settings by following the steps in the article Editing an organization.
  • On the organization's detailed view, select Can view own tickets only in the Users field. 

This will prevent end users within that organization from seeing and receiving notifications on the organization's tickets.

Edited Aug 21, 2024 · i u l i a

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i u l i a commented,

CommentSetting up and using Text

Hi Luke! Apologies for the delay in getting back to you.

If you do not pay by invoice but have purchased a year subscription, the cost for your Talk and SMS usage will be deducted monthly from the credit card on file. You also have an option to pre-purchase Talk credits when paying by invoice, if you would like to change your payment method you can contact your account manager or I can open a ticket with them for you if you like.

You can find information on Talk billing in this article from our knowledge base: Zendesk Talk billing FAQ

Best,
Iulia

View comment · Posted Mar 25, 2021 · i u l i a

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