Mackenzie Tyler
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Total activity28
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Last activity
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Activity overview
Latest activity by Mackenzie Tyler-
Mackenzie Tyler created an article,
Service Incident - March 16th, 2021 - Pod 23 - Chats failing in Agent Workspace
SUMMARY On March 16, 2021 from 16:15 UTC to 18:07 UTC, Zendesk Chat agents on Pod 23 experienced unexpected missed chats through Agent Workspace in Support. Timeline 17:38 UTC | 10:38 PT From 16:5...
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Mackenzie Tyler created an article,
How do I unsuspend access for a user?
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 ...
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Mackenzie Tyler created an article,
I am unable to delete a ticket field
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'. Resolu...
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Mackenzie Tyler created an article,
Do I have to purchase the same number of agent licenses for Support and Explore?
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 l...
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Mackenzie Tyler created an article,
Why doesn't my trigger or automation fire on follow-up tickets?
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? An...
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Mackenzie Tyler created an article,
Guide agents are unable to edit or publish articles
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 grante...
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Mackenzie Tyler created an article,
Service Incident - March 19th, 2021 - Facebook, Whatsapp, and Instagram integrations Outage
SUMMARY 20:04 UTC | 13:04 PT The incident impacting Facebook, Whatsapp, and Instagram integrations has remained stable since 18:05 UTC. We did want to report the expected behavior for customer int...
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Mackenzie Tyler commented,
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 ...
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Mackenzie Tyler commented,
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 usin...