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Blanca

Joined Oct 16, 2021

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Last activity Jun 17, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Blanca

Blanca created an article,

ArticleHelp with messaging
My Instagram profile is blank when integrating the channel

Issue symptoms

Why can I not select my Instagram account from the Select Instagram Profile option? 

Add Instagram Direct

Resolution steps

The integration flow breaks if only a username (or handle) is specified.

To resolve this, edit your Instagram profile > Add a value to the Name field.

Instagram

For more information, see this article: Adding and Configuring Instagram Direct.

Edited Aug 02, 2023 · Blanca

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Blanca created an article,

ArticleHelp with messaging
Error: Facebook page already in use

Issue symptoms

I am trying to integrate my Facebook page, but the following error message shows: Channel couldn't be added. Facebook page already in use. 

Resolution steps

This error means that the Facebook page has been previously associated with another Zendesk subdomain or trial account.

If you still have access to the old subdomain, remove the Facebook page from there and retry.

If you do not have access to the previous account, contact Support by using the widget at the bottom of this page. Provide the following pieces of information:

  • Facebook business page link
  • Old subdomain
  • New subdomain

For more information, see this article: Adding Facebook Messenger channels to the Zendesk Agent Workspace.

Edited Aug 08, 2023 · Blanca

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Blanca created an article,

ArticleHelp with messaging
Why is my WhatsApp number redacted?

Question

How come the WhatsApp number strings are redacted?

Answer

The number strings of your Whatsapp number are redacted because of the setting maskCreditCardNumbers from the SunCo API.

If you don't have access to Sunshine Conversation (SunCo), contact Zendesk Customer Support and provide permission to disable the settings on your behalf, including the Zendesk subdomain in question.

Edited Nov 02, 2023 · Blanca

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Blanca commented,

Community comment Q&A - Tickets and email
Community
Hi Erik, thank you for the clarification. If this is the case, I want to know more the payload you use that renders these extra spaces. I will create a new ticket 

View comment · Posted Apr 12, 2023 · Blanca

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Blanca commented,

CommentChat best practices and recipes
Best practices and how-tos
Hi there, Mira! At the moment, this is still a product feature. I agree that this is something that is a good way to inform your users about the large queue that your team is experiencing at the moment they reach out to you. Please know that our product team is looking into this. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality. I appreciate your understanding of this limitation.

View comment · Posted Apr 09, 2023 · Blanca

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Blanca commented,

Community comment Q&A - Tickets and email
Community
Hi there, Erik! I tried to do it on my test account on Support platform, and I was able to retain the three spaces between the letters when I sent the e-mail. Can you provide a sample on how you did on your end and what steps were taken?


View comment · Posted Apr 09, 2023 · Blanca

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Blanca commented,

CommentPerguntas gerais sobre o chat em tempo real
Ajuda e perguntas frequentes
Hi there Bruno! As for your use case, this is still a product feature.  We have an existing forum on this. This is a great idea and I definitely see the value in it and have read from customers in the said thread. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality. Thank you for your understanding of this limitation. 

View comment · Posted Apr 09, 2023 · Blanca

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Blanca commented,

Community comment Feedback - Ticketing system (Support)
Community
Hi there Gabriela,

I hope you had a great weekend! We appreciate your feedback and understand that switching channel from social messaging to e-mail is helpful so as to be able to continue assisting end-users when passing the 24-hour mark.

However,  this can only be done when the end-users have an e-mail address on his/her/their profile. Right now, the best way to bypass Meta's 24-hour rule is to subscribe to SunCo (Sunshine Conversation). Please let me know if you would like to know more so I can reach out to your account manager.

Alternatively, what we recommend Zendesk users is to send an auto-responder during offline hours and let their customers know that they are unable to respond via WhatsApp and to reach out via e-mail instead. 

Please let me know if you have clarifications and I will be more than happy to check them for you.

View comment · Posted Mar 07, 2023 · Blanca

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Blanca commented,

CommentCustomer management and profiles
Agent guide
Hi there Luke,

Sorry that there is an issue with your profile photo showing under a different staff. I can say that glitches can happen at times but not always.  Especially if there is a slow in the connection, changes made within the profile and other possible and sometimes unimaginable reasons.  

Clearing cache and cookies of the browser helps for any changes made be it within your profile, Zendesk interface and the like. This is the very first step to do so glitches can be avoided. I hope this answers your question. Please let me know if you have any clarifications. Have a great day!

View comment · Posted Feb 01, 2023 · Blanca

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Blanca commented,

CommentCómo administrar los canales de mensajería por redes sociales
Ayuda y preguntas frecuentes
Hi Yowar,

If you are going to use the same WA number that is currently integrated with Zendesk and transfer it to another BSP (Business Service Provider), I can guide you accordingly.  Since I need to ask specific information, I need to create a new ticket for this.  But before I do, when do you plan to migrate the number to another BSP? 

View comment · Posted Feb 01, 2023 · Blanca

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