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Ronie Ranoy's Avatar

Ronie Ranoy

Joined Oct 16, 2021

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Last activity Oct 23, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Ronie Ranoy

Ronie Ranoy created an article,

ArticleService notifications

SUMMARY

On March 5th, 2024, between 1:53 AM and 2:12 AM UTC, a subset of Support customers on pods 13 and 20 experienced slow connection speeds or error messages while accessing their Zendesk account. This was caused due to networking issues with our CDN vendor

Timeline

05:09 UTC | 21:09 PT
We are happy to report that the performance issues in Support on pods 13 and 20 are now resolved. Investigations currently point to a content delivery network issue in the U.S. region. More information will be provided in our post-mortem report in due course. Thanks for your patience through today’s issues.

03:07 UTC | 19:07 PT
We are investigating performance issues in Support on Pods 13 and 20. Symptoms may include green error screens, message ticket loading issues and general slowness loading pages. While partial recovery has been observed in some areas, we are still getting to the bottom of the issue. Please reach out to us if you are still experiencing issues. More to come in 30 minutes.

02:41 UTC | 18:41 PT
We are investigating reports of errors and performance issues in Support on multiple pods. More information to come shortly.

POST-MORTEM

Root Cause Analysis

Customers using Argo Smart Routing being routed through Portland saw increased failure rates when our CDN vendor disabled a bad transit in Portland which caused congestion in the location. This was due to a transit provider experiencing packet loss in the United States.

Resolution

Our CDN vendor rerouted a large volume of traffic to mitigate the issue then resolved the issue at 2:12AM UTC and performance returned to normal levels.

Remediation Items

  1. Improve CDN vendor monitoring and alerting
  2. Review internet resilience monitors

FOR MORE INFORMATION

For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us via ZBot Messaging within the Widget.

Edited Mar 15, 2024 · Ronie Ranoy

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Ronie Ranoy created an article,

ArticleHelp with Web Widget

Question

What is Sunshine Conversations and how does it work?

Answer

Sunshine Conversations enables customers to send messages and capture them into Zendesk:

  • You can customize the interactions and connect 3rd-party bots to provide personalized user experiences.
  • Companies can connect popular business systems to manage conversations with end users over any channel in their help desk or team collaboration software.
  • Developers can create and connect their app or software with the Application Programming Interface (API). This API allows the application or software to request information or data available from Sunshine Conversations.

For instance, Zendesk Messaging Web Widget was created using Sunshine Conversations, and developers can use Sunshine Conversations with any of the following messaging channels:

  • Android SDK
  • Apple Messages for Business
  • Facebook Messenger
  • Instagram
  • iOS SDK
  • LINE
  • MessageBird
  • Telegram
  • Twilio
  • Twitter DM
  • Viber
  • Web Messenger
  • WeChat
  • WhatsApp

For more information, see these articles:

Edited Nov 24, 2023 · Ronie Ranoy

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Ronie Ranoy commented,

CommentGlobal security and user access
Hi Jim,
 
Unfortunately there is no feature of logs when a malware is found. Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!

View comment · Posted Sep 28, 2023 · Ronie Ranoy

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Ronie Ranoy commented,

Community comment Q&A - Reporting and analytics
Hi Matthew,
 
Would you mind posting your use case to our Feedback on Explore topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!

View comment · Posted Sep 28, 2023 · Ronie Ranoy

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Ronie Ranoy commented,

Community comment Q&A - Account and billing
Hi ReRe,

You can cancel a specific product or the whole account from the Admin Center->Account->Billing->Subscription. You can follow the detailed steps from our article Cancelling products and accounts.

View comment · Posted Sep 28, 2023 · Ronie Ranoy

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Ronie Ranoy commented,

CommentGeneral account administration
Hi Holly,
 
You can review the Audit log on who (Actor) activated Account Assumption. In Audit log, you can look for the Item "Enable Account assumption" with Activity "Turned on", the column Actor is the one who enabled it. Our article Viewing the audit log for changes details on how to open and use Audit logs.

View comment · Posted Sep 20, 2023 · Ronie Ranoy

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Ronie Ranoy commented,

CommentGlobal security and user access
Hi Walter,

Yes, and that is already a lot.

View comment · Posted Sep 19, 2023 · Ronie Ranoy

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Ronie Ranoy commented,

CommentGlobal security and user access
Hi Walter,

The limit is not with the number of IP Addresses but rather in the number of characters the "Allowed IP ranges" field can accommodate which is 16,777,215 characters.

View comment · Posted Sep 19, 2023 · Ronie Ranoy

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Ronie Ranoy commented,

CommentUsing legacy AI agent functionality
Hi Richelle,
 
Yes you are correct with your understanding of the Advanced AI Bot.

View comment · Posted Sep 15, 2023 · Ronie Ranoy

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Ronie Ranoy commented,

Community comment Q&A - Talk and text
Hi Lupita,

Zendesk Talk will show the phone number of the caller that it was presented even with voicemail.

Some customers could have caller ID blocked or withheld, and in those cases it won’t be able to have the phone number of the user but it will show whatever number was associated with the call, that it was presented.

View comment · Posted Sep 14, 2023 · Ronie Ranoy

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