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Tiago Simão's Avatar

Tiago Simão

Joined Apr 14, 2021

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Last activity Apr 17, 2024

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ACTIVITY OVERVIEW

Latest activity by Tiago Simão

Tiago Simão created an article,

ArticleHelp with Web Widget

Question

My Web Widget (Classic) is not showing on any page other than my Help Center. This only happens if I have the Help Center and Contextual Help options selected in the Web Widget (Classic) settings:

Widget

Answer

Disclaimer: This article assumes that you have already added the Web Widget (Classic) code to your website. For more information, see the article: Adding the widget to your website.

The Web Widget (Classic) only renders content based on what it has access to. If the widget is not showing up on a particular website, most likely you have the option Require sign in enabled in Guide. For more information, see the article: Restricting Help Center access to signed-in end-users.

Having this option enabled, with Help Center and Contextual Help features selected, prevents the widget from loading for unauthenticated users. If you enable other options, like Contact form, the Web Widget (Classic) will work again.

If this does not solve your issue, visit this troubleshooting guide: Troubleshooting Guide: Why is the widget not showing on my website?

Edited Sep 29, 2023 · Tiago Simão

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Tiago Simão created an article,

ArticleHelp with messaging

Question

Why do tickets created through Facebook show the requester as Facebook Messenger Users instead of their name?

User named Facebook Messenger User

Answer 

Tickets with users named Facebook Messenger Users appear when your customers disable the option to interact with Apps and websites within their Facebook settings. Disabling this setting prevents their personal data, such as their name, from being shared. For more information, see this article from the Facebook help center: Where can I see the apps and games I've added to Facebook?

When these Facebook users create a post on your linked Facebook page, this post won't be available to Zendesk through the Facebook API. Zendesk won't covert these posts to tickets.

Agent replies on the ticket won't go through to the requester. You will see the error message below on Zendesk.

Message failed: We were unable to add the response to this Facebook ticket. Please check the Ticket events view for more information

Message failed: We were unable to add the response to this Facebook ticket. Please check the Ticket events view for more information.

As a workaround, have your agents reply to your customers directly through Facebook.

For more information regarding Facebook issues, see these articles:

Edited Apr 25, 2023 · Tiago Simão

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Tiago Simão created an article,

ArticleHelp with objects and rules

Question

What is the difference between Add tags and Set tags in business rules?

Answer

The Add tags action in both triggers and automations allows you to add one or more tags to the existing tags that are already assigned to your ticket.

Addted_tag_withou_removing_other_tags.jpg

The Set tags action removes all existing tags and replaces them with the tags you select in your business rule actions.

Tag_remover_example.jpg

Warning: Only use the action Set tags in situations where you want to remove all of the previous tags on the ticket. Removing tags can be disruptive to your workflows and reporting unless it is intentional. Zendesk recommends the action Add tags in most setups.

For more information about the different action statements, see the article: Trigger conditions and actions reference.

Edited Mar 23, 2023 · Tiago Simão

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