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Russell Chee

Joined Apr 16, 2021

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Last activity Jan 11, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Russell Chee

Russell Chee commented,

CommentHow to solve issues with the email channel
Hey Nathan,
 
Thanks for reaching out to us in Zendesk Support, I hope you're well. Just as a heads up, I'll be creating a ticket for us to work on around this issue so we can get to the bottom of what's going on. Keep your eyes on your email, support is on the way!

View comment · Posted Feb 23, 2022 · Russell Chee

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Russell Chee commented,

Community comment Q&A - Tickets and email
Hey Chris,
 
Thanks for reaching out to us at Zendesk, I hope you are well! 
 
I just wanted to let you know that I'll be creating a support ticket out of your post so we can take a further look into this together. Keep an eye out for my email, it should be coming soon to you. Speak soon! 

View comment · Posted Feb 21, 2022 · Russell Chee

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Russell Chee commented,

Community comment Q&A - Apps and integrations
Hey Marcel,
 
Thanks for reaching out to Zendesk Support, my name is Russell and I will be assisting on this ticket, I hope you are doing well!

I'm sorry to hear that you are experiencing an issue when trying to setup the Azure SSO with Zendesk. 

I just wanted to let you know that I've had a look into this particular issue and normally this indicates that there is a configuration setting that's incorrect on the SSO side where your role has not been registered as part of it. I found this third party article here from Microsoft on a community post that makes mention of this.

I did some more digging and found Microsoft's article on this particular subject that I will attach below:

https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/zendesk-tutorial
https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/zendesk-provisioning-tutorial

To set expectations, this is normally not an issue with Zendesk but once again a configuration issue on the Azure side. If you are able to reach out to your SSO Admins to double check the configuration and ensure that your role from Zendesk is a part of it, that would be a great place to start.

If you are still having issues after this, could I please request you to provide some more information around this issue? If you're able to provide the SAMLResponse and SAMLRequest XML logs, I can take a look to see if I can spot anything. This should be able to be provided by your SSO Admins. 
 
Kind regards, 

View comment · Posted Feb 04, 2022 · Russell Chee

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Russell Chee commented,

CommentThird party and social messaging channels
Hey Jack,
 
Thanks for reaching out to Zendesk Support, my name is Russell and I will be assisting around your post, I hope you're doing well! 
 
I understand that you're looking to create a separate view to track Instagram messages on your Zendesk account, is that correct? If so, you could set a View's conditions along something like this:

 
Keep in mind this is an example and the bare minimum where it will look for tickets under that particular channel of Instagram Direct and specifically for Open and New tickets. This can be something where you will be able to tweak with your business' workflow. For more information around building Views and their conditions, please see our article here. Let us know if you have any other questions! 

View comment · Posted Jan 11, 2022 · Russell Chee

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Russell Chee commented,

CommentEnd users and organizations

Hey Lengow Academy,
Thanks for reaching out on this post, I hope you are doing well! I've had a look into this and at this current time there are no plans to remove this particular feature from Zendesk accounts. So the good news is that you'll have this to be able to be utilised. Furthermore thank you for sharing your feedback around this, it's much appreciated. All the best!

Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia

View comment · Posted Oct 14, 2021 · Russell Chee

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Russell Chee commented,

Community comment Q&A - Tickets and email

Hey Linus,
I hope you are doing well and taking care of yourself! Thanks for creating a community post around an issue you are facing with your Zendesk account. If it's alright with you, I'd like to create a ticket and work with you on this internally as to get to the bottom of this issue. Keep an eye out for my email and speak soon!

Russell

View comment · Posted Oct 04, 2021 · Russell Chee

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Russell Chee commented,

Community comment Q&A - Apps and integrations

Hey Lior,
Thanks for reaching out on this community post, it's much appreciated.
I can see that you have created a chat/ticket with one of our Advocates in Zendesk. Could I please ask you reach out on the ticket for continuity purposes so we can easily keep track of things? Let us know if you need anything else for the time being and we'll do our best to help!

View comment · Posted Sep 23, 2021 · Russell Chee

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Russell Chee commented,

Community comment Q&A - Apps and integrations

Hey @...,

I hope you are doing well and taking care of yourself! Thank you for bringing this to our attention. I just wanted to let you know that I will be raising a ticket on your behalf and working with you on it. Please keep an eye out for my email as I have some questions I'm hoping you can help answer to better isolate this issue. Thanks mate! 

View comment · Posted Sep 23, 2021 · Russell Chee

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Russell Chee commented,

Community comment Developer - Zendesk APIs

Hey Peter,
Thanks for your question and reaching out on this community post, it's much appreciated!
Good question you've raised. We don't really have a specific API endpoint that will showcase the lifecycle of a trigger's events/changes. The closest would be our Audits endpoint and filtering by the trigger id but you would need to be on an Enterprise account to run this particular command. Let us know if you have any other questions around this.

Russell

View comment · Posted Sep 21, 2021 · Russell Chee

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Russell Chee commented,

Community comment Discussion - Tips and best practices from the community

Hey Lena,

Thanks for reaching out on this community post, I hope you are doing well. I would like to set expectations that because this is app has been developed by a third party, it would be best to reach out to them to troublehshoot this further in depth. If you would like to get in contact with them, feel free to reach out to them at support@kolibridigital.com.

Wishing you all the best!

View comment · Posted Mar 19, 2021 · Russell Chee

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