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Mackenzie Tyler's Avatar

Mackenzie Tyler

Joined Apr 14, 2021

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Last activity Nov 04, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Mackenzie Tyler

Mackenzie Tyler created an article,

ArticleHelp with messaging

Question

I added my WeChat account as a messaging channel to Zendesk. When new WeChat messages are received, how much time do my agents have to reply?

Answer

WeChat accounts follow a 48-hour rule. Agents must respond to WeChat messages within 48 hours of receiving the last message from an end user, or agents will be unable to reply to the sender.

This restriction is set by WeChat and applies to all WeChat accounts. If an agent fails to reply within the 48-hour window, the agent can no longer reply to the end user until the end user sends another message. The 48-hour window restarts each time the end user sends a WeChat message.

For more information, see these articles:

Edited Jun 26, 2024 · Mackenzie Tyler

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Mackenzie Tyler created an article,

ArticleHelp with settings and billing

Question

I added my customer's email address to the allowlist, but their emails still route to my Suspended tickets view. How do I make sure the valid tickets that should be accepted do not end up in the Suspended tickets view?

Answer

If users were manually suspended or had their tickets marked as spam in the past, adding them to an allowlist may not be sufficient for Zendesk to accept their tickets again. If emails are still suspended even after allow-listing the address of the end user, check their profile to see if they were flagged as a suspended user. If the user was suspended, you will see the message This user has been suspended.

this user is suspended message in user profile

To unsuspend a user

  1. Navigate to the profile page of the user.
  2. Click the Ticket options menu in the upper right, then select Unsuspend access.

ticket options drop down field in the user profile with unsuspend access selected

Edited Dec 04, 2023 · Mackenzie Tyler

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Mackenzie Tyler created an article,

ArticleHelp with support and ticketing

Issue symptoms

I want to permanently delete one of my ticket fields, however, when I try to delete the field there is an error message that states Could not delete field 'ticket field name'.

Resolution steps

You may see this error when attempting to delete a ticket field that is still in use as a condition or action on a trigger. The presence of the field on an active or even inactive trigger will prevent successful deletion. To resolve this issue, locate the trigger where the ticket field is present and either remove the reference to the field or delete the trigger entirely.

For more information, see this article: Managing triggers. 

Edited Jul 25, 2023 · Mackenzie Tyler

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Mackenzie Tyler created an article,

ArticleHelp with reporting and analytics

Question

I don't need all of my agents to use Explore. Do I have to purchase the same number of licenses for both products? 

Answer

Yes, you must have corresponding numbers of Support and Explore licenses. It is not possible to grant an agent full access to Explore without them being assigned a seat in Support.  

For more information on how Explore permissions are defined, see the article: Understanding Explore user roles.

Note: Light agents are Explore viewers by default and do not use a Support license. These users can view shared Explore dashboards, but they cannot create reports or dashboards.

For more information on updating your subscription, see the article: Viewing and managing plan subscriptions.

Edited Jan 24, 2024 · Mackenzie Tyler

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Mackenzie Tyler created an article,

ArticleHelp with objects and rules

Question

I created a business rule to fire on tickets created from the Email channel. Why doesn't it work when I specify this channel in my trigger or automation conditions on follow-up tickets?

Answer

The Email channel condition does not apply to follow-up tickets because they originate from tickets in the Closed status. The correct channel for follow-up tickets is Closed ticket.

If you want your trigger or automation to fire on follow-up tickets, in addition to email tickets, then add the below conditions under Meet ANY of the following conditions:

  • Object: Ticket > Channel | Is | Email
  • Object: Ticket > Channel | Is | Closed ticket

    Channel is email or closed ticket

For more information, see the article: About Zendesk channels.

Edited Nov 15, 2024 · Mackenzie Tyler

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Mackenzie Tyler created an article,

ArticleHelp with help center

Issue symptoms

My Guide agents do not see the option to edit or publish articles. 

Resolution steps

Editing and publishing permissions for Guide agents are not present by default and must be granted through the creation of management permissions.

If preferred, Support agents can be given Guide admin permissions following the steps in changing an agent's role to grant Guide admin privileges.

Support admins are Guide admins by default and do not require a management permission to edit and publish articles. Light agents in certain pricing plans can create and edit articles where they have been given permission. For more information, see the article: Understanding Guide roles and privileges.

Edited Jan 18, 2024 · Mackenzie Tyler

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Mackenzie Tyler commented,

CommentTalk basics

Hi Chad! Apologies for the delay here.

To set a form at the time of ticket creation based on the Talk number, we recommend leveraging the 'Comment Text' condition in a trigger. When a Talk ticket is created, the ticket description includes a "Call to: ###" string by default. Use this string in the trigger condition to identify these tickets, then add an Action to the trigger to set the desired form. You'll need to create separate triggers for each unique form you'd like to set based on the Talk number.

You can find some helpful visuals to configure this trigger workflow in this article: Can I route Talk tickets based on the received number?

View comment · Posted Mar 16, 2021 · Mackenzie Tyler

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Mackenzie Tyler commented,

Community comment Q&A - Tickets and email

Hi Elaina,

Thanks for reaching out! I can definitely see how having your text disappear as you type would be a less than stellar experience. For some additional context, is your team currently using the Zendesk Agent Workspace? If so, I would recommend enabling the composer fix. We've found that this fix resolves most issues related to unsupported characters and interference from certain browser extensions that edit content, such as Grammarly. 

To enable the composer fix, click the Admin icon in the sidebar, then select Settings > Agents. In the Agent workspace section, check the box for Enable fix for composer, then click Save.

If your team is still running into sporadic issues after enabling this setting, have the impacted agents clear cache and cookies and disable apps and extensions on their browsers to see if they notice any improvement. I hope this helps!

View comment · Posted Feb 25, 2021 · Mackenzie Tyler

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