Sanne van der Wal

Hi!

Thanks for your help. I think I know what to do now.

Have a pleasant day!

- Sanne

Hi Ifra and Heather,

Thank you for your response. I checked some settings after reading your comments.
The customer belongs to one organization. The tickets he is missing belong to that same organization, so that seems to be okay.

Therefore I used a test account to see what he is seeing and linked this account to the same organization. My test account also couldn't find the tickets the customer mentioned. 
I might have found the cause why he can't find these particular tickets, but I would like your confirmation that my assumption is correct.
I noticed that the tickets he can't seem to find are marked as Closed. When I try to filter through certain tickets on my test account, I can only choose to see Everything, Open, Waiting on the customer's response and Solved:
(This is in Dutch :D)

Am I correct to assume the customer can't look up Closed tickets after a ticket went from Solved to Closed? Or perhaps only after the Closed ticket moves to an archived state after a certain amount of days as is stated here: https://support.zendesk.com/hc/en-us/articles/203660386-What-is-the-difference-between-a-Solved-ticket-and-a-Closed-ticket- ?

Thanks for your help in advance!

Sanne

 

Hello,

I have a question concerning one of our customers. This customer says he can't find certain tickets belonging to the organization he works for. I checked his account to see if he has access to view his company's tickets. He has the sufficient rights to view them, even when they aren't assigned to his personal account. Yet these three specific tickets aren't displayed in his list of tickets belonging to his organization. The same thing happened when I linked my test account to this organization: I wasn't able to find these tickets either. Yet, when I as admin look for the tickets myself, I can find them. So they are out there.
I was wondering what might be the cause that he can't seem to find these particular tickets. All three tickets concerned are resolved/closed. Yet he can find and view other closed and archived tickets of his organization. 

I hope you could answer this question for me. Thank you in advance.

Kind regards,
Sanne

Hi Caitlin,

Thanks a lot! I'm going to try this for our customers as well and see if that helps.

Hello,

Two of our customers are unable to log in on Zendesk from time to time. However, they have been able to log in in the past. When they try to log in now, one of them gets a notification from Zendesk that says "Forbidden. Invalid authentication token". The other customer gets a notification that says her password is incorrect, even though she's sure it's correct (since this has happened several times now). Both of them are also unable to reset their own password/account. When I do it for them, they are able to log in again for a short period of time (usually several weeks). After that, the same thing happens again. I can't seem to fix it long term, no matter how often I reset their accounts. Could you perhaps help me find the cause of this, so I can solve it?

Thanks in advance!