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Question

Can I change the confirmation message after a ticket is submitted through the mobile app?

Answer 

Yes, the confirmation message can be edited from the Mobile SDK page in Admin Center. You must be an account administrator to make the following changes.

1. In Admin Center, click Channels in the sidebar, then navigate to Classic > Mobile SDK.
2. Select the registered mobile app you want to configure from the list.
3. Click the Support SDK tab to display the configuration options.
4. Change Default to Customized, enter your custom message and then save the changes. You can also localize this message using dynamic content. 
   
   

For more information, see the article: Embedding customer service in mobile apps with the Support SDK.

Learn to set up your Talk phone number as an information line only, where only the voicemail message plays and calls disconnect automatically.

The workflow includes the steps below.

• Step 1: Verify the prerequisites 
• Step 2: Create a dummy group
• Step 3: Set up routing

Step 1: Verify the prerequisites

This workflow requires you to have an administrator role in Support. You also need to have a Talk Team plan or higher. If you need to confirm your plan level, contact the owner of your account and have them view the plan subscription.

Step 2: Create a dummy group

First, create a dummy group in your account but do not assign any agents to that group. Then, route all calls to the dummy group to ensure that no calls ever get routed to actual agents even when they are online.

Step 3: Set up routing

To set up this workflow

1. In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk
2. Select the Greetings tab
3. Create a custom greeting, choose Voicemail for the greeting type, and assign it to the appropriate number
4. Select the Lines tab
5. Click on the line you wish to set up
6. Under Settings, select None for Available Agents greeting (voicemail off). Click Save changes. 
7. Click the Voicemail tab. Disable Voicemail and make sure to select the custom voicemail recording for Greeting (voicemail off). This is the recorded information you want your callers to hear. Click Save changes. 
8. Click the Routing tab and select Always route calls and enable Group Routing to the dummy group. In the example below, the group is called 'No agents (Talk Group)'.

This setup will play the message one time and then disconnect the call.

Alternatively, set up an IVR with no options selected. The IVR message plays three times and then hangs up if you want it to repeat the message.

Video

If you are new to setting up Talk, see the articles:

• Getting started with Zendesk Talk for voice
• Zendesk Talk resources for voice

Hi, Charlie!

A placeholder for the ticket assignee ID does exist. For the assignee ID placeholder, you can use {{ticket.assignee.id}}. The same information is listed in this article about Zendesk Support placeholders reference under the User data section. With that placeholder being available, it also means you can use {{ticket.requester.id}} and {{ticket.submitter.id}}​ as valid placeholders for other workflows whenever you need them.

Hope this helps and let us know if you'll need additional details.

Question

How can I hide the email transcript option in the chat menu from my customers?

Answer

Implement the custom code below to hide the button in the chat widget UI. When emailTranscript is set to false the option is hidden from customers.

For more information, check the Web Widget (Classic) API developer documentation. 

Issue Symptoms

I am unable to log in to the sandbox account, my email address and password don't work.

Resolution Steps

It's possible that you are not yet listed as a member of the sandbox account.

Creating a sandbox only copies the owner and all existing administrators' credentials. If you were added or upgraded to an administrator after the sandbox was created, your profile will not be present on the sandbox account. In this case, the owner or any administrator who has access to the sandbox will have to manually add you as a member.

Ask the owner or an admin of your account to open the sandbox link and follow the steps in Adding agents and administrators.

As a newly added user, you will receive the welcome email, which will allow you to accept the invitation and create an account. Just like below:

For more information, check Testing changes in your standard sandbox.

Question

How can I ensure my agents have the correct permissions in live chat? Why am I getting the message Zendesk Chat is not enabled for you when launching the Chat dashboard? How can I sign in?

Answer

This message appears when Chat is disabled for the agent's profile. An admin can manage which agents can access Chat through the Admin Center. Contact your team for help if you are not an admin.

To enable Chat on your own profile

1. From the Support dashboard, click on your Avatar in the top-right corner of the page and then select View profile.
2. On the left panel, next to Role, click Manage in Admin Center.
3. Click the checkbox under Access for chat. Select Agent or Admin as needed.
4. Click Save.

To enable Chat for another agent

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. From the list, click the agent you want to upgrade.
3. On the Roles and access tab of the agent's page, click on Enabled next to chat.
4. Update the user's role setting to Agent or Admin as needed.
5. Click Save at the bottom of the page.

See the video below for a walkthrough on how to assign an agent product access.

• Error: "View only. You need to have Chat enabled to reply to this conversation."
• How do I transfer a Chat license when there is only one agent?
• I can't enable or disable an agent on my chat-only account
• How can I resolve the error message "Failed to add team member. Please try again" when adding an agent to chat?

Issue symptoms

The Enabled and Disabled button is greyed out inside the chat agent's profile in the Chat dashboard.

Resolution steps

Chat-only accounts need to access an agent's profile to change the agent's name, email address, role, and status, and even permanently delete the agent.

To make changes to the agent profile

1. From the Chat dashboard, go to Settings > Agents, then select an agent.
2. Open Edit profile.​
3. Click Products and roles, tick or untick the box to enable or disable the agent's profile and then save the changes. You also have the option to change the role here.
4. Under the Accounts tab, you can edit the name, and email address, reset the password and permanently delete the agent. 

For more information on roles, see the article: Setting roles and access in Zendesk Admin Center.

Issue symptoms

I am receiving the error Failed to update customer settings after adding a new email in the allowlist or blocklist.

Resolution steps

Receiving this error means that you have exceeded the maximum number of allowed characters in the list. You can only enter a maximum of 10,000 characters in the allowlist or blocklist fields.

For more information, see this article: Setting up your blocklist and allowlist.

Question

How can I locate an agent ID in Zendesk Support?

Answer

A unique ID is automatically assigned when a user is created in your account. You can use these IDs in various API requests as an administrator. To locate an agent's unique ID, access their user profile by following these steps:

1. From Admin Center, go to the Team members page. Or use this button to select your subdomain and be redirected to the Team members page in your account:

   Go to account

2. Enter the agent's name or email address in the search bar.
   
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3. ​Open the agent's profile and get the agent ID from the URL in your browser's address bar. For example: https://yoursubdomain.zendesk.com/admin/people/team/members/[AGENT-ID]#product-roles

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You can also use these additional options to get a list of your agents or users:

• Use our API to get a list of your users and their unique IDs. For more information, see the List Users API end-point.
• Generate an export of team members to a CSV file.