Mackenzie Tyler
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Total activity22
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Last activity
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Articles
Votes on activity by Mackenzie Tyler-
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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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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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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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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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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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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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...