Recent searches
No recent searches

Tiago Simão
Joined Apr 14, 2021
·
Last activity Apr 17, 2024
Following
0
Followers
0
Total activity
13
Votes
2
Subscriptions
8
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Tiago Simão
Tiago Simão created an article,
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:
Answer
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
2
Followers
8
Votes
0
Comments
Tiago Simão created an article,
Question
Why do tickets created through Facebook show the requester as Facebook Messenger Users instead of their name?
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.
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
5
Followers
12
Votes
0
Comments
Tiago Simão created an article,
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.
The Set tags action removes all existing tags and replaces them with the tags you select in your business rule actions.
For more information about the different action statements, see the article: Trigger conditions and actions reference.
Edited Mar 23, 2023 · Tiago Simão
3
Followers
8
Votes
2
Comments