Romona

Hi Zachary, 

The difference between the typical Away status before in Agent Workspace before Unified Agent Status, only applied to Live Messaging/Chat conversations. And while in Away status, agents could only work on tickets they were previously assigned and or Help Center/ Web Form and Email tickets. But were no longer routed Live Messaging/Chat conversation tickets. And instead they are added to a Live conversation queue for Online agents to work from.

The new Away status in Unified Agent Status applies to being Away in Messaging/Chat and Talk tickets. That leaves Email and Help Center/Web Form which can still be worked or routed because they do not require an immediate response. And those Live Messaging/Chat conversations will still be added to a queue for Online agents to work from. I hope that helps

Question

Can I connect multiple subdomains to the Sunshine Conversations app?

Answer

No, only one Zendesk subdomain can be connected to the Sunshine Conversations app at a time. However, a single Sunshine Conversations account can contain multiple Sunshine Conversation apps.

For an overview of Sunshine Conversations, see the developer documentation: Sunshine Conversations.

Question

I just created a new report in Explore. Why does the Ticket Created - Date filter automatically apply to my report?

Answer

The Ticket Created - Date filter is applied to new reports in Explore to improve the loading of data in the visualization tool. 

When you start a report without setting a time filter, the calculations begin to review the entire history of your account data. This can cause performance issues and slowness in Explore. Adding the Ticket Created - Date filter narrows the time frame of data and returns faster results.

If your report does not require a time filter, it can be adjusted or removed.

For more information see the article: Working with report filters.

Question

Can I use the API to assign a macro to a user or group?

Answer

Yes, you can use the Macro API to assign a macro to a user or group. When creating the macro, add an additional key to the restriction parameter. Use type: 'Group' or type:'User' and the ID of the group or user. See the example below.

restriction	- An object that describes who can access the macro. To give all agents
access to the macro, omit this property

The restriction object has the following properties.

Name	Comment
type	Required. Allowed values are "Group" or "User"
id	The numeric ID of the group or user
ids	The numeric IDs of the groups

Hi Team, 

I would also be sure to check the browser you are using to see if you have disabled cookies. Zendesk maintains connectivity also via the use to trackable cookies. To learn more about how Zendesk uses cookies, check out the article here:

https://support.zendesk.com/hc/en-us/articles/4408824378650-Zendesk-In-Product-Cookie-Policy

Question

Can I set my business hours for social messaging channels?

Answer

It's not possible to prevent messages from social media channels based on your business hours. Unlike live chat, social messaging is always on.

To automatically inform your customers that your agents are not currently available, or of your business hours, you can set up an auto-responder.

Additionally, you can use the metric Messaging tickets created outside of business hours to report on any tickets created outside of your schedule. For more information, see the article: Metrics and attributes for Zendesk messaging.