Julio R.

Question

I created a workflow to route messaging tickets once the message becomes inactive. Then, my agents can reply using both channels, messaging and email. How does omnichannel routing interpret the channel of a messaging ticket when the message becomes inactive?

Answer

Omnichannel routing always applies and evaluates the initial channel of a ticket. This applies to cases where a messaging ticket becomes inactive or if an end user or an agent replies to the ticket from a different channel.

For more information, see these articles:

• Managing your omnichannel routing configuration
• About Zendesk channels

Question

Why do the email addresses swap between the To and CC fields in some tickets?

Answer

This happens when the support address is located in the CC field instead of the To field in the original inbound email.

Zendesk is designed to be a ticketing platform rather than an email platform. Therefore, the logic is different. While the original email may show the support address in the CC field, the Zendesk UI moves this address to the To field to indicate which support address the email was sent to.

Additionally, recipients are moved to the CC field. This lets agents know who their response will be sent back to, and agents can ensure all recipients are included in the email. The same happens in a ticket where the inbound email is sent to any external email address, and the subdomain support email address is CCed. For more information, see the article: Understanding CCs and followers.

Question

In side conversations, why might the assignee of solved parent tickets change unexpectedly?

Answer

This could be a result of the Auto-assign tickets upon solve setting.

In side conversations, if the parent ticket is solved without an assignee and Auto-assign tickets upon solve is selected, when a child ticket generates a change in the parent ticket, then Zendesk will try to set an assignee for the parent ticket when saving changes to the parent ticket.

For example:

1. Auto-assign tickets upon solve is turned on in the account.
2. Parent ticket is solved by business rule and has no assignee.
3. Child ticket is solved by agent.
4. The parent ticket is auto-assigned to the agent who solved child ticket.

For more information, see this article: Enabling auto-assign for agents on ticket solve.

Issue symptoms

I have added bookmarks in several tabs of a dashboard in Explore. When I move from one tab to the other, I see inaccurate data. 

Resolution

In the classic dashboard builder in Explore, the activation of a bookmark on a tab will apply the filters from the previously visited tabs. To reset the data filters in the current tab, refresh your browser.
This behaviour has been improved in the new dashboard builder to avoid confusion.

For more information, see this article: Working with dashboard bookmarks.

Question

How can I see if semantic search is enabled in our account? When will we get it in our help center?

Answer

The rollout status of the semantic search is based on the content type, search type, and language of your help center, and the search channel. Although there aren't official dates for a release, you can review its current status:

1. Confirm if semantic search is enabled in your help center.
2. If it is not enabled, review this rollout plan for more information. This plan classifies the coverage status of each feature in covered, planned, not planned and will not be supported.

Question

In Explore, I use a column chart to display data on a dashboard. I can select multiple attributes to filter data. Why doesn't downloading this report keep the filters applied?

Answer

This is expected behavior. As a workaround, use the Print option of your browser to create a PDF file.

For more information, see this article: Exporting dashboard tabs and reports.

Question

I want to use the email address from a custom ticket field to send an email. Can I use the value of a custom ticket field to automate an outbound notification?

Answer

Yes, you can use macros to start an email side conversation and add the custom ticket field placeholder in the To field. Advise your agents to review and edit the body of the email if needed, and to click Send.

For more information, see this article: Using macros to start side conversations.

Question

How can I change the status of my agents?

Answer

An admin or a user with permission can change the status of their agents from the agent list in the Agent workload vs. capacity window of the live dashboards in Explore. This feature is available for accounts with omnichannel routing turned on.

For more information, see this article: Seeing live agent status and activities with Explore.

Question

In my report, some of the fields appear empty. For instance, the values for the Ticket created - Date column only appears once. Can I get the data to show for each line in my report rather than just listed once at the top?

Answer

To get the data to populate in every cell for each row, have the unique identifier, such as the ticket ID, listed on the left column. This allows the system to present any information tied to that specific field for the remaining attributes chosen.

For more information, see this article: Creating reports.