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Sabra
Joined Apr 16, 2021
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Last activity Feb 04, 2025
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Latest activity by Sabra
Sabra created an article,
Question
How can I map user roles with Okta?
Answer
When implementing Single Sign-On (SSO) or user provisioning with Okta, it is essential to configure role mapping effectively. In Okta, you will encounter two key attributes related to role mapping: Role and Custom role.
- Role refers to the user types in Zendesk, such as End user, Agent, or Admin.
- Custom role refers to the unique agent roles in Zendesk, which can be found in the article Understanding system custom agent roles in Zendesk Support.
Below are examples of potential mappings to help you understand the relevant attributes:
Okta Role | Okta Custom role | Zendesk User Role |
End user | (none) | End user |
Admin | (none) | Admin |
Agent | Light Agent | Light Agent |
Agent | Staff |
Staff |
Agent | Team lead |
Team lead |
For more information about setting up Okta SSO, see the article: Setting up SAML single sign-on with Okta.
Edited Jan 14, 2025 · Sabra
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Sabra created an article,
Issue symptoms
I configured host mapping for my Zendesk Support subdomain and I am encountering a Error 1000 message.
Resolution steps
The Cloudflare Error 1000 may occur for multiple reasons:
- Your domain may be banned from Cloudfare
- There may be a zone hold on your host mapped domain, leading to issues with routing and accessibility
For more information on how to release Zone holds, see this article from Cloudflare: Release Zone Holds.
If your host mapped domain does not have a Zone hold, or you have questions, contact Zendesk Customer Support.
Edited Dec 03, 2024 · Sabra
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Sabra created an article,
Question
Users are mentioning my Facebook page in their public posts. Why don't I see a ticket for these posts in Zendesk?
Answer
The native Zendesk integration for the public Facebook channel does not support converting page mentions to tickets. If either of the following is true, then the post is considered a mention:
- Your Facebook Page uses Facebook's new Pages experience and a user posts to the page using the Mentions tab.
- A user tags your Facebook page in a post outside the Facebook page itself.
For more information, see this article: Setting up your public Facebook channel.
Edited Dec 29, 2023 · Sabra
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Sabra created an article,
Question
On outbound calls, is it possible for my Sell number to display a business name, instead of a phone number?
Answer
No, it is not possible to display your business name instead of your Sell phone number on outbound calls. Instead, consider masking your Sell phone number or using a third-party telephony solution that integrates with Zendesk Sell and provides CNAM capability.
For more information, see this article:
Edited Dec 27, 2023 · Sabra
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Sabra created an article,
You can create up to 2,000 values in a custom drop-down list field. If you need to add more than 2,000 options to a custom drop-down list you can use one of the following solutions in this tutorial to workaround the 2,000 options limit for a single custom drop-down field.
This workflow includes the options below:
Option 1: Custom objects
Imagine that you have a list of 6,000 products. Create a custom object for Products. Then, create a custom object record for each of your products. Next, create a custom lookup relationship ticket field that allows your agents to search all your product options in the single ticket field. At this time, end users can't interact directly with custom lookup fields.
To follow this workflow
-
Create a custom object in Admin center and name it "Product".
Next add custom object records to add your products. - In Support, click the Custom objects icon (
) in the sidebar.
-
Select "Products" and click Add.
-
Create a new custom lookup ticket field that references your "Product" custom object and name it as one of your products.
- Add your "Product" ticket field to your ticket form, so that your agents can interact with the field.
For more information, see this article: Planning your custom objects workflow.
Option 2: Conditional fields
Segment your options across multiple fields and use conditional fields to present users with relevant options. For instance, if you have a list of 6,000 products, organize them into different catalogs. Display Catalog A, Catalog B, and Catalog C. Each catalog would have its drop-down ticket field with 2,000 products. Then, use conditional ticket field functionality to display one catalog at a time.
Users will choose the main catalog first, and then they will get a smaller list that's specific to the catalog they picked. This solution can be used by both agents and end users.
To follow this workflow
- Create a "Product Catalog" custom drop-down ticket field with values corresponding to each of your catalog options.
- Create a custom drop-down field for each catalog and add the relevant options.
Here's an example of what a field for "Catalog A" might look like: - Add the fields you created to the relevant ticket forms.
- Add conditions to the form, so if the "Catalog A" option is selected from the "Product Catalog" field, then the "Catalog A" field is shown.
- Repeat this for each catalog. The result should look like this:
For more information, see this article: Editing and managing your ticket fields.
Edited Oct 10, 2024 · Sabra
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Sabra created an article,
Question
I'm not able to use Chat APIs for messaging. What can I use for messaging tickets?
Answer
Chat API endpoints, such as the Real Time Chat API, don't apply to messaging. Messages in active conversations are not available through API. That said, you can get persistent messages from messaging channels in tickets using the Ticket Audits API as ticket audits, rather than messages.
If omnichannel routing is enabled, use the Omnichannel API, which relates to agent details rather than conversations.
If you need to report on live messaging, use the Messaging metrics events to receive real-time data through webhooks. This replaces the Streaming API for customers who migrated from live chat to messaging.
For more information, see this article: Messaging vs. live chat: Which is right for you?
Edited Jan 13, 2025 · Sabra
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Sabra created an article,
Issue symptoms
When I bulk update users with a CSV file, I receive an email with the link to download an Excel file. This file includes the following error referencing one or more users:
Email: User couldn't be updated - This email is already taken. Try another email.
Resolution steps
This error means that you tried to update a user with an email that is already being used by another user.
Steps to resolve
- Search for the email address referenced in the error to confirm if this user already has an account. Merge the users together or delete the existing user.
- Check if this email address is being used as a support address, then remove it as support address.
For more information, see this article: Bulk importing users
Edited Sep 06, 2023 · Sabra
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Sabra commented,
Tomer Yona and IFIRMA - Benoit Strypsteen - If you are experiencing messaging delays as initially described in this ticket, we ask that you please open a ticket with our Support team so we can investigate specifics with your account.
View comment · Posted Jun 08, 2023 · Sabra
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Sabra commented,
Hey Amin! We don't track the timestamp of when a certain tag was added to a ticket. However, using the following metrics from the Updates History dataset, you may be able to create a custom attribute that you can then use on a report to see when the Tags field had a new value added.
[Changes - Field name], [Changes - Previous value], [Changes - New value]
View comment · Posted Jun 08, 2023 · Sabra
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Sabra commented,
Hey Emily! The "Created" field in Jira is not currently a field that can sync to Zendesk. For a full list of compatible fields, see Jira issue fields and compatible Zendesk ticket fields. If you can put the "Created" field value in Jira to a custom field in Jira, then you could potentially sync that to a custom Zendesk field.
View comment · Posted Jun 08, 2023 · Sabra
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