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Zsa Trias

Joined Apr 16, 2021

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Last activity Dec 18, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Zsa Trias

Zsa Trias commented,

CommentFormatting and customizing your email

Hello Carly,

You may want to check this article on how you can customize your email template: Customizing your email templates for notifications
 

View comment · Posted Apr 23, 2024 · Zsa Trias

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Zsa Trias commented,

CommentWorking with articles in the knowledge base

Hello Cameron,

You may want this article about How do I manually create anchor links in articles?

Hope this helps!

View comment · Posted Apr 19, 2024 · Zsa Trias

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Zsa Trias commented,

CommentBusiness rules

Hello Naomi,

 

We currently do not have a time-based condition to base on when a specific tag is added to the ticket. 
Only those that are listed when you create an automation are the ones available at the moment. 

View comment · Posted Apr 18, 2024 · Zsa Trias

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Zsa Trias commented,

CommentSetting up Zendesk Guide

Hello Heather, 

 

You may want to check this documentation about Allowing Zendesk to send email on behalf of your email domain

It provides a step-by-step process on how you can authorize Zendesk to send out notifications as if they originated from your own email address so you can preserve your company branding.

 

View comment · Posted Apr 18, 2024 · Zsa Trias

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Zsa Trias commented,

CommentSetting up and using Text

Hello Danielle,
There's no need to setup a trigger to set the ticket status to open, the line suggests that if there's an unclosed SMS ticket, replies from the customer should reflect on the same ticket. 

However, if the customer responds and the ticket is already closed, the reply would create a new SMS ticket.

View comment · Posted Apr 12, 2024 · Zsa Trias

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Zsa Trias commented,

CommentTicket basics

Hello Deme, 

 

Have you tried this solution on how you can add linked images into macros: Can I add linked images to tickets using macros?

View comment · Posted Apr 12, 2024 · Zsa Trias

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Zsa Trias commented,

CommentTicket management

Hello Hannah,

 

You can check out this article about Defining SLA policies

As mentioned there: 

  • If an agent creates a ticket on behalf of a customer with an internal note, the first reply time target starts when the customer makes a public comment and ends when the agent makes a public reply.
  • The first reply time is not calculated on tickets if the agent creates the ticket with a public comment. This is because the SLA first reply time target is immediately satisfied. It does not activate or record an achievement.

 

However, for your question about moving tickets from one team/another, SLA should not be dropped when a ticket is moved between groups unless there is a condition in the SLA that is not met after the group has been changed. 

You can see the section "Setting up SLA policies" under that same article link to guide you on how your SLA policies are applied to tickets.

 

View comment · Posted Apr 03, 2024 · Zsa Trias

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Zsa Trias commented,

CommentUsing Built by Zendesk apps

Hello Sharuk,

Just to confirm, are you entering the number of tickets twice? As mentioned under Using the app, you would have to re-enter the number as a confirmation in order to proceed with the cloning of tickets. 

View comment · Posted Mar 26, 2024 · Zsa Trias

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Zsa Trias commented,

Community comment Q&A - Reporting and analytics

Hello Francesca,

You seem to be viewing a report using the KPI visualization where the applied filters should no longer show, which is why it isn't showing as an option where you can disable in the Chart Configuration. 

If you try to change the visualization to "Pie", you should be able to see the option to disable "Show applied filters". However, for the name of the dataset, it seems to be expected behavior if you're using the beta dashboard builder, but in Classic, the name of the dataset should not be on the footer. 

View comment · Posted Mar 26, 2024 · Zsa Trias

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Zsa Trias created an article,

ArticleService notifications

SUMMARY

On December 12, 2023, between 01:34 AM and 04:55 AM UTC, Talk customers experienced issues affecting inbound and outbound calls across all our Pods. 

Timeline

03:04 UTC | 19:04 PT
Our Talk service provider is currently investigating inbound and outbound call issues with their carrier partner. Customers may experience errors when making and receiving calls in Talk. More information to come in approximately 1 hour.

03:24 UTC | 19:24 PT
Our Talk service provider is continuing to investigate issues with inbound and outbound calls at their end. We have begun receiving reports of recovery in the service. We are continuing to coordinate efforts with our partner and will provide another update once we receive more information from them.

04:15 UTC | 20:15 PT
Our Talk service provider is reporting partial recovery in voice services. Monitoring continues while partners work toward a full recovery. We will provide another update in 60 minutes or when new information is available.

05:20 UTC | 21:20 PT
We are happy to report that Talk inbound and outbound call issues have been resolved. Thanks for your patience while we worked with our provider to restore service.

 

POST-MORTEM

Root Cause Analysis

This incident was caused by an issue with our Talk service provider, where an incomplete test configuration was incorrectly deployed by system automation to a portion of their voice call service fleet. This incorrect deployment resulted in a cascade of errors affecting services. 

Resolution

To fix this issue, our Talk service provider rolled back all configuration changes. Following their rollback, our engineering teams continued to remediate and recover the services and stuck reservations for several hours.

Remediation Items

  1. Improve existing monitoring tools for spikes in errors related to the Talk service provider. 
  2. Create additional alerts.

 

FOR MORE INFORMATION

For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us via ZBot Messaging within the Widget.

Edited Jan 02, 2024 · Zsa Trias

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