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Kharlo Reboja's Avatar

Kharlo Reboja

Joined Apr 16, 2021

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Last activity Oct 27, 2021

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Kharlo Reboja

Kharlo Reboja commented,

Community comment Q&A - Help center and community

I'm afraid that isn't supported either. I found this community post where you could update your use case. https://support.zendesk.com/hc/en-us/community/posts/220971087-Provide-a-way-to-add-deep-or-permanent-links-to-specific-comments-in-a-Ticket

Kharlo | Customer Advocate

View comment · Posted Jun 22, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

Community comment Q&A - Help center and community

Zendesk does not allow iframing of Zendesk due to the inherent security risks involved in iframing a web application.

https://support.zendesk.com/hc/en-us/articles/203657536-Embedding-Zendesk-into-an-iframe-is-not-allowed

Kharlo | Customer Advocate

View comment · Posted Jun 21, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

Community comment Q&A - Help center and community

Hello Paige,

Thanks for reaching out. There isn't a native feature that allows this from the Zendesk Guide admin settings. You could however, achieve this with custom html. With that said custom code is allowed but not supported.

The link below can assist you with embedding something outside of zendesk in your articles.

https://support.zendesk.com/hc/en-us/articles/203661446-How-can-I-format-the-text-of-the-article-with-the-source-code-

Kharlo | Customer Advocate

View comment · Posted Jun 21, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

CommentTicket basics

Hello Matt,

Thanks for reaching out. At this time, searching by Twitter handle is currently not supported and is out of the Twitter integrations native functionalities.

Best,

Kharlo | Customer Advocate
support@zendesk.com

View comment · Posted May 04, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

Community comment Q&A - Objects, workspaces, and rules

Hi Oskar,

This is correct. At this time, views do not have the ability to have a condition to list all tickets with agent mentions. Whenever an agent gets notified, they get an email and the notification bubble that you have seen. We appreciate your feedback and will be flagging this as a feature request.

Take care!

Kharlo | Customer Advocate
support@zendesk.com

View comment · Posted Apr 16, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

CommentTriggers and automations

Hi Joshua,

Thanks for reaching out! The different condition sets within triggers refer to the operators that apply between each condition.

Conditions in meet all of the following conditions utilize the and operator. This means that each condition in this section must be true for a ticket in order for the trigger to fire. For example, I have the following conditions in the all condition set:

Ticket | Is | Created
Channel | Is | Email
Organization | Is | Test org

For the trigger to perform any action on a ticket, the ticket must be created, sent in as an email, and the organization associated with the requester must be Test org.

Conditions in meet any of the following conditions utilize the or operator. This means that at least one condition in this section must be true for a ticket in order for the trigger to fire. For example, I have the following conditions in the any condition set:

Channel | Is | Chat
Channel | Is | Email
Organization | Is | Test org

For the condition set above, a ticket must either be received as chat or received as an email or the organization on the requester must be Test org, but does not need to match all three.

The all and the any condition sets can be used in conjunction. When using both, a ticket must match every condition in the all section, plus at least one of the conditions in the any section. If there is only a single condition in the any section, it must be true. The OR does not apply between conditions in the separate condition sets.

Kharlo | Customer Advocate
support@zendesk.com

View comment · Posted Apr 16, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

Community comment Q&A - Tickets and email

Hello Edin,

Hope all is well. Let me help address your questions.

  1. Only real prevention tactics is to figure out why they were suspended in the first place. I suggest taking a look at this doc to see the causes for suspension and ways to prevent them.

https://support.zendesk.com/hc/en-us/articles/115009659807-Causes-for-ticket-suspension

  1. All unrecovered suspended tickets are automatically deleted after 14 days.

https://support.zendesk.com/hc/en-us/articles/203691046-Viewing-recovering-and-deleting-suspended-tickets

 

View comment · Posted Apr 06, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

Community comment Q&A - Chat, messaging, and widgets

Greetings Yuliia,

If you have the Web Widget
In the Support product click on the Admin icon in the sidebar and go to Channels > Widget. Select the widget you want to adjust and scroll down until you see the position setting. Select your preference in the dropdown to position the Web Widget on the left or right of the page.

If you would like to customize the location more specifically, see this article "Advanced customization of the Web Widget."

If you have the Chat Widget (chat-only account or legacy chat)
In the Chat product, go to Settings > Widget > Appearance. Here you can select Widget position as well as Window Size.

 

View comment · Posted Mar 02, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

CommentReporting and analytics admin questions

Greetings Reshma,

Thank you for contacting Zendesk Support. My name is Kharlo and I'll be assisting you today. The frequency at which your data synchronizes with Explore will depend on the Explore plan active on your account.

If you are on the Explore Lite plan, your data synchronizes once every 24 hours. This synchronization should happen at midnight every day in the account's time zone. It is not possible to customize the time at which this sync takes place.

If you are on the Explore Professional, Enterprise, or Legacy plan, your data syncs begin one hour after the most recent sync ended. The sync time is randomized within the hour, and in some cases could take up to two hours to complete.

If you are on the Explore Enterprise plan, you also have the option to use live dashboards and live data widgets which update in near real-time.

Kharlo | Customer Advocate

View comment · Posted Feb 26, 2021 · Kharlo Reboja

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Kharlo Reboja commented,

CommentSecurity and user access in Zendesk Support

The users response would still be added to the ticket but they will get a welcome email. Their ticket only gets suspended if they email in themselves without having been added by an existing user. Hope this clears things up!

Kharlo | Customer Advocate

View comment · Posted Feb 26, 2021 · Kharlo Reboja

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