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Tiann Nelson-Luck's Avatar

Tiann Nelson-Luck

Joined Apr 14, 2021

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Last activity Aug 09, 2022

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ACTIVITY OVERVIEW

Latest activity by Tiann Nelson-Luck

Tiann Nelson-Luck created an article,

ArticleHelp with settings and billing

Question

Are agent and admin roles priced differently?

Answer

No, there is no difference in cost between agents and admins in Zendesk.

Increasing or decreasing agent seats allows the account owner to add seats that can be set as agent or admin roles. For steps on updating the agent seats, see the article: Viewing and managing plan subscriptions.

For more information on the differences between the roles, see the article: Understanding Zendesk Support user roles.

Note: On Enterprise, you can customize agent seats through custom roles.

Edited Sep 01, 2023 · Tiann Nelson-Luck

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Tiann Nelson-Luck created an article,

ArticleHelp with support and ticketing

To apply service-level agreement (SLA) to your tickets, you must set the Priority field on the ticket first. Use the process below to automate that action using triggers.

The workflow includes the steps below:

Step 1: Create a trigger that sets priority for all tickets for your SLA

Triggers can look for keywords to set ticket priority and SLAs. In the example below, the trigger will set all tickets at the same priority.

To create a trigger that set priority for all tickets

  1. Create a trigger
  2. Add the conditions below under Meet ALL of the following conditions
    • Object > Ticket > Ticket | Is | Created
    • Object > Ticket > Priority | Is | -
  3. Add the action below under Actions
    • Object > Ticket > Priority | Normal
  4. Select Create trigger

Create a trigger that set priority for all tickets.png

Step 2: Modify this trigger to set priority based on keywords

You can use any ticket properties, such as custom fields, to set priority on tickets. In this example, we will demonstrate how to use keywords as trigger conditions. The trigger will set the priority based on the keywords found in the ticket.

To create a trigger that sets priority for all tickets with a tag

  1. Create a trigger
  2. Add the conditions below under Meet ALL of the following conditions
    • Object > Ticket > Ticket | Is | Created
    • Object > Ticket > Comment Text | Contains at least one of the following words | sales
  3. Add the action below under Actions
    • Object > Ticket > Priority | Normal
  4. Select Create trigger

Create a trigger that sets priority for all tickets with a tag.png

Step 3: Verify that you set up the trigger correctly

View the ticket events to verify that your trigger is running correctly. The ticket events include all triggers applied to your ticket and reflect changes in ticket priority. For instructions on how to view ticket events, see this article: Viewing all events for ticket updates.

GIF demonstrating the process of verifying trigger setup by viewing ticket events in Zendesk.

For other questions about the ticket priority field, see the articles below:

Edited Dec 20, 2024 · Tiann Nelson-Luck

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Tiann Nelson-Luck created an article,

ArticleHelp with voice

Question

I am on Talk Lite or did not use Talk this month, however, I was still charged $1 for usage?

Answer 

The cost for the Talk Lite subscription is $0 per agent and Talk trials are at no cost. However, if you have an active phone number on the account you are charged each month based on the number.

When a free Suite trial is started, you are automatically assigned a Talk number for the trial period. If you plan on subscribing to Zendesk but do not wish to use Talk, you will need to remove the number to avoid the usage costs. 

The price of a phone number depends upon the country from where it was purchased. For example, local numbers from US and Canada cost $1, while toll-free cost $2. For a full list of prices by country, see the article: Zendesk talk number availability and pricing.

If you want to delete your Talk number and not receive this monthly charge, see the article: Managing Zendesk Talk numbers.

Edited Apr 26, 2023 · Tiann Nelson-Luck

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Tiann Nelson-Luck created an article,

ArticleHelp with settings and billing

Question

Do all of my agents need their own login? 

Answer 

Yes, using a shared email address as your login can cause many issues from missing notifications of official communications, such as invoices, EOL announcements, and credit card failures, to not being able to identify which agent on the account made a specific change. Additionally, sharing a login goes against Zendesk's Main Services Agreement.

Edited Jun 12, 2023 · Tiann Nelson-Luck

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Tiann Nelson-Luck created an article,

ArticleHelp with voice

Question

I'm trying to port my current toll-free number to Zendesk Talk and want to forward calls while the port is being completed. My current carrier told me I can't forward calls from my current toll-free to my Talk toll-free number. Why not? 

Answer

Call forwarding from a toll-free number to another toll-free number often does not work due to the cost structure of the toll-free numbering system. When a call comes into a toll-free number, the owner of the toll-free number is responsible for paying the cost of the call.

In a calling scenario, when there are multiple toll-free numbers involved in the call chain, each party tries to pass off the cost to the other party, and often providers avoid this hassle by rejecting calls from other toll-free numbers. This behavior is inherent to the toll-free phone number system and is not specific to calls made with Talk toll-free numbers. Talk is not able to guarantee all toll-free to toll-free calls will complete successfully.

To forward calls in from your current toll-free number, you will need to create a local number in Talk and then use that number when forwarding calls from your current provider.

For more information about toll-free numbers, see the article: Can I make outbound calls with my toll-free number?

Edited Apr 21, 2023 · Tiann Nelson-Luck

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Tiann Nelson-Luck created an article,

ArticleHelp with objects and rules

Question

 How do I add a hyperlink to a trigger?

Answer 

To add hyperlinks to notifications sent using triggers or automations, you must use HTML. To add a hyperlink, you would use the following HTML:

text

For more information on using HTML for formatting, see the article: Where can I use Markdown and HTML in Zendesk Support?

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have in the comments section or try searching for a solution online.

Edited Jan 19, 2024 · Tiann Nelson-Luck

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