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Zac Renault
Joined Apr 14, 2021
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Last activity Nov 20, 2024
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Latest activity by Zac Renault
Zac Renault created an article,
Question
Why does the number of Served chats in Chat Analytics dashboard differ from Zendesk Explore?
Answer
Analytics doesn't include chats with the Chat completion value of Not Engaged in its charts. In Zendesk Explore, the Served chats metric includes them by default.
If you want to reproduce the Chat analytics reports in Explore, add the following filter to your report:
Excluded: Chat Completion is Not Engaged
For other discrepancies in Analytics, see this article: Why is there a discrepancy between accepted and served chats?
Edited Nov 15, 2023 · Zac Renault
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Zac Renault created an article,
Issue symptoms
I receive customer emails but customers don't receive agent replies. I add public comments on tickets, but the end users don't receive any notification. How can I solve this issue?
Resolution steps
This issue can be related to your initial email setup. Click the button below to go through our in-product guide for further assistance, or navigate through the troubleshooting steps in this article.
Follow the troubleshooting steps below to fix this issue:
- Step 1: Check your triggers
- Step 2: Check the conditions of the triggers
- Step 3: Check the ticket events
- Step 4: Retrieve the ticket ID
Step 1: Check your triggers
In Zendesk, emails are sent through triggers. When triggers that send notifications are deactivated, ticket updates don't send an email to the customer. To learn more about how to address this problem, see this video:
By default, the triggers responsible for sending replies to end users are the Notify requester and CCs of comment update and Notify requester of new proactive ticket triggers. Both triggers must appear on the Active status of your triggers page.
If you need to reactivate a trigger, see the article: Activating a trigger.
Step 2: Check the conditions of the triggers
Admins can modify triggers, which can cause them to stop working as intended. Open your version of the Notify requester and CCs of comment update or Notify requester of new proactive ticket triggers and make sure it matches the default conditions.
The trigger Notify requester and CCs of comment update should be set as follows:
- Under Meet ALL of the following conditions:
- Ticket > Ticket | Is | Updated
- Ticket > Comment | Is | Public
- Under Actions:
- Notify by > User email | Ticket > (requester and CCs)
The trigger Notify requester of new proactive ticket should be set as follows
- Under Meet ALL of the following conditions:
- Ticket > Ticket | Is | Created
- Ticket > Privacy | Is | Ticket has public comments
-
Ticket details > Current user | Is | (agent)
- Under Actions:
- Notify by > Email user | (requester and CCs)
Ensure that the body of your email contains placeholders. Without a placeholder, the content of your message will not be sent.
Step 3: Check the ticket events
To understand if a trigger sent an email notification in a ticket, view the events of that ticket. Locate the public comment not sent to the customer and look for the property Email notification.
See the video below for information on how to view the events of a ticket:
For more information, see the article: How can I troubleshoot my triggers?
Step 4: Retrieve the ticket ID
If the customer still claims that they didn't receive your notification, it is likely that the email was sent but caught in the customer's spam filter. In some cases, the user's webmaster or their email client might filter out certain types of emails and lead to rejection.
Otherwise, collect an example ID of your ticket and contact Zendesk Customer Support for help.
For more information, see these articles:
Edited Feb 06, 2025 · Zac Renault
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Zac Renault created an article,
Question
I want to edit an existing report without losing the original one. Is it possible to make a copy of the original report?
Answer
Yes, instead of creating an entirely new report from scratch, clone existing reports and then modify this duplicate. See the article: Cloning a report.
Edited Mar 31, 2023 · Zac Renault
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Zac Renault commented,
Thanks for your patience.
A fix has been pushed by our developer team and your issue regarding the DATE_FORMAT function not working as expected as wrongly including the full timestamp should now be resolved.
Don't hesitate to let us know if this issue is still occurring in your account, but make sure to create different tickets for any other questions you might have in Explore to allow us to better track your requests in the future.
Have a great day;
Kind regards.
Zac
Technical Support Architect
support@zendesk.com
View comment · Posted Jun 14, 2021 · Zac Renault
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Zac Renault commented,
Hi Hannes,
Could you please create a ticket for our support and provide the URL of a query for which you have this issue and we'll be happy to investigate this issue. We're looking forward to hear back from you.
Zac.
View comment · Posted Mar 26, 2021 · Zac Renault
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Zac Renault commented,
Hi Jahn,
Could you please create a ticket for our support and enable access to your account as well as providing the URL of query for which you have this issue and we'll be happy to investigate this issue for you.
Thanks
Zac.
View comment · Posted Mar 26, 2021 · Zac Renault
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