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Gary Beichler
Joined Oct 16, 2021
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Gary Beichler created an article,
Zendesk messaging attachments allow both agents and end users to send and receive various types of files within a messaging conversation. This is helpful for providing detailed support, sharing necessary documents, and improving the overall communication experience.
Messaging attachments can be either conversation-scoped or app-scoped. App-scoped attachments refer to files or documents that are linked to a specific account within a broader platform or system, such as Zendesk. These attachments are accessible by anyone that is associated with the account. These files still require authentication, ensuring that only authorized users can access them. When using the post message API to send an app-scoped attachment, all participants across any conversation within the account who have access to the URL will be able to access the attachment.
For information about configuring private attachments, see Configuring private attachments for messaging.
This article includes the following sections:
Understanding how private attachments differ from public attachments
Private and public attachments offer ways to store and distribute documents or files within systems, each providing varying degrees of accessibility. Both can be uploaded, downloaded, and managed with a user interface or an API, depending on the system's configuration.
A private attachment is an attachment that is only accessible within the specific conversation in which it was shared. To access the attachment, a client must authenticate themselves to prove they have permission to view it.
Here are some comparisons between public and private attachments in messaging.
Public attachments | Private attachments | |
---|---|---|
Accessibility | Accessible to anyone who has the link or access to the channel where the attachment is shared. No specific permissions are required to view public attachments, making them suitable for information intended for general distribution. | Restricted based on user permissions or participation in a private messaging conversation between the agent and the end user. Private attachments are ideal for confidential or sensitive information that should not be accessible to everyone on the platform. |
Use cases | Often used for less sensitive information like general announcements, public reports, marketing materials, or any content intended for wide distribution. | Commonly used for sharing confidential documents such as personal information, internal reports, strategic documents, or any other content that requires controlled access. |
Security measures | Extensive security controls are not applied because these files are intended for public access. | Robust security measures are in place, including strict authentication protocols to guard against unauthorized access. |
Visibility and tracking | Visibility is broad, and tracking who has accessed the document can be challenging unless specific analytic tools are employed. | Access can be closely monitored, and usage analytics are often more detailed, allowing administrators to see who has accessed the file and when (based on their IP address). |
Supported file types for messaging attachments
Zendesk messaging supports the following file types as attachments:
3g2, 3gp, 7z, aac, amr, avi, bmp, caf, csv, doc, docx, eml, gif, heic, heif, ics, jfif, jpeg, jpg, key, log, m4a, m4v, mov, mp3, mp4, mp4a, mpeg, mpg, mpga, neon, numbers, odt, oga, ogg, ogv, opus, pages, pdf, pkpass, png, pps, ppsx, ppt, pptx, qt, svg, tif, tiff, txt, usdz, vcf, wav, webm, webp, wmv, xls, xlsx, xml, yaml, yml, zip
Edited Dec 17, 2024 · Gary Beichler
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Gary Beichler commented,
Article updated to add information about the "Require authentication for request and uploads APIs" setting.
View comment · Posted Sep 26, 2024 · Gary Beichler
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Gary Beichler created an article,
Check out what's new in the last month:
- Support
- Guide
- Explore
- AI agents (formerly Zendesk bots)
- Admin Center
- Security
- Talk
- Zendesk QA
- Zendesk WFM
- Developers
- New and notable content
Also don't miss:
Support
-
Conversations in the Zendesk Agent Workspace have a new, modernized look. These changes helps agents quickly absorb and parse information in a ticket, enabling them to easily distinguish between agent and customer comments and quickly recognize the beginning and end of messages. See About the Zendesk Agent Workspace.
-
Creating custom ticket layouts with layout builder has been extended to Suite Professional and Support Professional plans. Previously custom layouts were available on Enterprise plans only. With custom layouts, admins can use an intuitive, drag-and-drop interface to create and apply a custom layout to tickets. No developer resources are required. See About custom layouts.
-
Agent Home has the ability to display tickets created by Zendesk Talk. This applies to instances using native talk features, as well as instances using Talk Partner Edition to integrate third-party telephony systems into Zendesk. See Using Agent Home.
-
Agent Home has added new insights and interactions that bring its capabilities in line with the legacy agent dashboard. New metrics on Agent Home include clickable links for Good, Bad, and Solved ticket statistics, a link to Open tickets in your groups, and overall satisfaction statistics. See Using Agent Home.
- Customers with Support Professional plans and above can purchase the Collaboration add-on. This Support-only add-on enables you to add light agents to your account and manage side conversations in tickets. This add-on was discontinued as part of Zendesk's simplified pricing and packaging initiative, but it's back by popular demand. See Collaboration overview.
- We've enabled all channel types in the Channel Name trigger. Previously, only messaging channels were enabled, but now, we are expanding this functionality to include all Sunshine Conversations channels. Any channel type managed through the Sunco dashboard or API, such as Twilio, will be available in the Channel Name trigger settings. See Ticket trigger conditions and actions reference.
- The Agent Workspace now supports displaying the Carousel and Quick Reply options in tickets. These are elements that customers interact with during their support journey, giving agents a more complete understanding of the customer experience. See Understanding the step types for bot answers.
-
Configurable cards are now available on Support and Suite Professional plans and above. Previously, configurable cards were available on Enterprise plans only. The Essentials card admin page has also been renamed to Cards. Cards allow you to configure the information displayed in the user essentials card at the top of the customer context panel. See Configuring the user essentials card.
- You can now customize and apply SLAs in more situations with advanced SLA configuration settings. These advanced settings are available for the first reply time, next reply time, and periodic update metrics. The settings give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis. See Customizing your SLAs with advanced settings.
-
Admins can now merge one organization into another. When organizations are merged, all users, tickets (including archived and closed tickets), and domains are merged into one organization. By merging organizations, you can save time by not having to manually move data. See Merging organizations.
Guide
-
The article settings panel has been redesigned to group common management and placement functions. Grouping common functions helps you to work more efficiently in the editor, focusing on the changes you need to make while avoiding the distraction of a cluttered workspace. In addition to reorganizing the article settings panel, we also introduced a new shortcut to the existing Revisions sidebar, which you can use to quickly access an article’s revision history. See Creating and editing articles in the knowledge base.
-
A new version of the Help Center Templating API was introduced. We released version 4 of the Templating API and rolled out an accompanying update to the Copenhagen theme. Together these updates pack more than 100 accessibility improvements to Zendesk help center’s out-of-the-box end user experience while also improving the developer experience and security. See Upgrading from Templating API v3.
Explore
-
The Explore admin settings pages have been streamlined. We’ve rolled out an update to the user experience of the Explore admin settings pages. This new experience streamlines the management of multiple settings, including dataset access, dashboard sharing, default chart colors, export settings, and start of week settings. See Navigating the Explore interface. As part of this update:
- We’ve removed the Dashboard email delivery section of the Explore admin settings pages. Moving forward, scheduled dashboard deliveries can be viewed directly from the Dashboards library.
- Only users with admin permissions in Explore can see the Settings icon and access the admin settings pages.
-
There's a new dashboard for monitoring live performance by channel. A new live, prebuilt dashboard helps you browse performance of all your channels in real time. See Overview of the Explore live performance data by channel dashboard.
-
There's a new dashboard for monitoring omnichannel routing custom queues. A new live, prebuilt dashboard lets you monitor the performance of your omnichannel routing custom queues in real time. See Overview of the omnichannel routing queues live monitoring dashboard.
-
We've expanded permissions for changing agent status. In addition to admins, other users with the appropriate permissions can change the status of agents in Explore. See Changing agent status.
AI agents (formerly Zendesk bots)
-
Admins can now create custom translation content for AI agents on messaging channels. This enables you to create custom translations for bot messages that override the automatic translation. You can create custom translations for standard response messages, such as greetings, and for messages in custom-built answer flows.
Additionally, you can preview bot conversations in any of your configured bot languages with test bot before publishing. The test bot preview will include any custom translations added in addition to automatically translated content. See Managing languages in a conversation bot. - We've added support for new languages to Zendesk Bots. For a complete list of supported languages, see Languages supported in Zendesk bots.
Admin Center
- Omnichannel routing now treats all available agents as eligible after a skills timeout occurs. Previously, agents had to take some action, such as changing their status or capacity, after a skills timeout occurred to get omnichannel routing to consider them as eligible to be assigned the ticket. See Using skills with omnichannel routing.
- Custom multi-select fields are now supported for users, organizations, and custom objects. Until now, multi-select fields were supported only as custom ticket fields. See About custom field types.
- New and improved placeholders make it possible to reference custom object data. The custom object data placeholders are supported only by object triggers. However, placeholders for lookup relationship fields have also been expanded to provide a way to surface custom object data in tickets and email notifications. See Using placeholders for custom lookup relationship fields.
-
Premium sandboxes now include creation reports, which provide a summary of when the sandbox was created and which data was and wasn't replicated. Explanations are also provided for attempted replications that failed. Creation reports are available for 30 days after the premium sandbox is created. See Generating a creation report for a premium sandbox.
-
Customers with self-service accounts can view the API usage summary and dashboard in Admin Center. Zendesk provides an API usage summary and dashboard to help you monitor API usage on your accounts. You can use this dashboard to view your current API usage and compare the activity with the API against your rate limit. See Monitoring API usage.
-
Customers with eligible sales-assisted and self-service accounts can purchase the High Volume API add-on directly from the Subscription page in Admin Center. Previously, you had to contact Zendesk Sales to purchase. You must have a minimum of 10 agent seats to buy the add-on. See Increasing your API rate limit.
-
Contextual workspaces have a new, modernized look. The new look provides faster page loading speeds, presents a consistent interface across Admin Center pages, and includes compliance with accessibility standards. See Setting up contextual workspaces.
Security
- The Advanced Encryption early access program (EAP) is available for both sandbox and production accounts. Advanced Encryption provides an additional layer of security for personally identifiable information (PII) in Zendesk by giving you control over your encryption keys, ensuring the highest level of data protection. See this form to learn more and sign up.
- It's easier for admins to configure which sign-in methods end users and team members can use. For end users, you are no longer required to turn on Zendesk authentication to enable social sign-ins. For team members, business sign-ins are no longer mutually exclusive options. You can offer business sign-ins and custom single sign-on (SSO) methods together. See Enabling social and business single sign-on.
Talk
- Voice QA for Zendesk Talk enables you to quickly review automatic call summaries and transcripts, organized into messages between the agent and customer, enabling you to improve and accelerate the call QA process. To use this feature, you’ll need Zendesk QA and Zendesk Talk.
See Zendesk Talk call transcription and summarization FAQ.
Zendesk QA
-
New custom AutoQA categories. You can now create custom AutoQA categories for finding specific keywords or phrases in conversations and automatically rate the agent. See Creating custom AutoQA categories.
Zendesk WFM
-
Improved User Management page. Zendesk Workforce management (WFM) enhanced user management by adding filtering to the User Management page, as well as sorting and filtering options for team members and status columns. Additionally, WFM admins now have a centralized view of each team member's details through their WFM profile page. See Accessing and viewing the WFM User Management page.
- Enhanced Zendesk Workforce management (WFM) Agent activity page by allowing you to export agents’ talk activity statuses. The Agent activity page now displays an Export Talk activity button, allowing you to export a CSV file with information about agents' talk statuses for the selected day. See Exporting agents' talk activity statuses.
Developers
-
Using basic authentication with personal passwords to make API requests was deprecated. Starting July 31, 2024, basic authentication using an email along with a personal password is deprecated for
/api/v2/
endpoints for new accounts and for accounts that are not using this method. This includes the following APIs: Ticketing, Help Center, Voice, Custom Objects, and Omnichannel. If you’re actively using this method today, you'll be able to continue using it until December 31, 2025. An alternative authentication method is to use basic authentication using an API token instead of a personal password. See API token in the developer docs. -
Two new APIs are now available for use with custom objects.
- The filtered search endpoint to return more functional lists of an object's records that meet your search and filter criteria. See Filtered Search of Custom Object Records.
- Object triggers for custom objects can now be created and managed with the API. See the Object Triggers API.
New and notable content
- A new omnichannel routing workflow recipe demonstrates how you can use custom queues to prioritize active messaging conversations. See Using omnichannel routing queues to handle active and inactive messages differently.
- You can no longer use dynamic creative when creating ad sets on Facebook Ads Manager if you select sales or app promotion as your objective. See this announcement.
Edited Aug 01, 2024 · Gary Beichler
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Gary Beichler commented,
Updates to Android notification steps because of Google Firebase changes.
View comment · Posted Apr 24, 2024 · Gary Beichler
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Gary Beichler commented,
Updates to Android notification steps because of Google Firebase changes.
View comment · Posted Apr 24, 2024 · Gary Beichler
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Gary Beichler created an article,
Check out what's new in the last month:
Also don't miss:
Support
- A new pre-trained intent model tailored to the insurance industry can be used with intelligent triage and advanced bots. This new model offers automated and consistent classification of incoming tickets and conversations, which can be leveraged in business rules, workflows, routing, and more. This feature is part of the Advanced AI add-on. See Automatically triaging tickets based on intent, language, and sentiment.
-
Agents now have the ability to redact side conversation child tickets from the side conversation drop down in the parent ticket and from the side conversation drop down in the child ticket. Previously, the Redact option only appeared in the parent ticket. See Redacting ticket content in side conversations.
-
The Views panel has been updated to automatically display 30 shared views and 10 personal views in collapsable sections. Previously, the Views panel displayed up to 12 shared views and 8 personal views. See Accessing your views of tickets.
(Enterprise only) Admins can also control agent access to views with two new permissions - Limit number of views and Access view filtering.
See Creating custom agent roles. - The new record preview panel allows you to view details about records related to the ticket you're working on. Record preview is part of the context panel and allows you to view relevant information about the ticket without navigating away. See Interacting with related object records in tickets.
Account
-
New usage report for accounts that include agent months. If your account is eligible, Zendesk provides an in-product report to help you view and manage seat usage for agent months. With this report, you don’t have to contact Zendesk to get seat usage information. See Managing agent months.
- Admins can now view personal macros created by and available only to individual agents. This visibility allows admins to see a complete picture of all the macros in their account in Admin Center. See Organizing and managing your macros.
Objects and rules
-
A new and improved custom objects experience is now available. Admins can define custom objects, build out their schema with custom fields, specify object-level permissions for agents, and add lookup relationship fields to tickets to surface your custom data in tickets. Agents can add and manage custom object records and preview related records within tickets. Then, you can use your custom objects and records in triggers and analytics. See Understanding custom objects.
-
Enhanced trigger conditions and actions drop-down menus enable you to create triggers around Object (ticket) fields, standard and custom ticket lookup relationship fields, and other ticket details. Rather than just selecting ticket fields, you can now go one layer deeper with conditions and actions to reference fields in related objects. See Trigger conditions and actions reference.
-
Deploying triggers from premium sandboxes to production is now available. Now you can test new triggers or updates to existing triggers safely in your premium sandbox environment and then deploy the trigger configuration directly to production with just a few clicks. Dependency mapping is detected automatically, and it's easy for you to resolve any missing or duplicate dependencies that are identified. See Deploying business rules to production from a premium sandbox.
- Webhooks can subscribe to agent availability events to automatically run when an agent's channel status or unified agent status changes, a work item is assigned or unassigned to an agent, an agent gains or loses access to a channel, or an agent's maximum number of work items for a channel changes. Agent availability events also include events that detect the activation and deactivation of omnichannel routing. See Creating webhooks to interact with third-party systems.
Zendesk bots
-
Intent suggestions for advanced bots highlight the common topics customers are asking about, based on past bot conversation data. Admins can use this information to build answers for those intents, improving ticket deflection and the bot’s overall performance. This feature is part of the Advanced AI add-on. See Using AI-powered intents with conversation bots.
Talk
-
Talk Partner Edition (TPE) APIs has added two features to help with Computer Telephony Integrations (CTI): Standard Call Object and a new Voice Comment. Standard Call Object is a way to store third-party, industry-standard call data in Zendesk. Voice comment is ideal for voicemails to display information, such as end-user number, name of the agent that took the call, call duration, and more. See Understanding Talk Partner Edition and Announcing: New Talk Partner Edition capabilities.
Edited Oct 03, 2023 · Gary Beichler
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Gary Beichler created an article,
Messaging Metadata uses conversation fields and conversation tags (also known as custom ticket fields and custom ticket tags) to gather more information about the support issue or product or service. You can also use this metadata for better ticket routing in Agent Workspace by creating triggers in Admin Center. You can add Messaging Metadata to your tickets and add them to your Help Center Submit a Request form if you want end users to see the custom fields.
You can also use conversation fields and tags to send your agent Messaging Metadata from Web Widget and Zendesk SDKs via client-side APIs. This enables the automatic transfer of relevant information, such as product SKU, confirmation number, or order ID, to the agent. This additional metadata aids in providing comprehensive context and enhancing the quality of support provided.
- Better agent context. Agents rely on correct contextual information presented in their Agent Workspace view. Missing data or data provided by the end user can be error-prone. By providing relevant information programmatically, you reduce the errors and time spent asking for information.
- Improved routing. Businesses rely on information in ticket fields and tags to route the ticket to the correct agent group quickly. By providing more complete data, routing the ticket to the correct agent group is more efficient.
- Optimal experience for the end user. End users won’t have to re-enter data already available on the client side.
- Improved automation flows. Bot builders can leverage the additional data for a better bot experience.
- Feature parity with the Classic Web Widget Support SDKs, which supports ticket fields and tags.
Messaging Metadata overview
Suppose you have an online store, and an end user is looking at a specific shoe. On this page, there are the product SKU, size, and color options. When the end user has questions about this shoe, it is necessary to know the above information so the agent knows exactly what shoe the end user is interested in. Without custom ticket fields, the agent (or Zendesk bot) must ask the end user for all this information before answering the question.
With Messaging Metadata, you can get this data programmatically from the page or by having the end user fill out a form or a combination. For example, using a custom ticket field, you can use an API to retrieve the product SKU from the product page. Since the end user may or may not have selected the color and size, a Zendesk bot (for example) can query these using custom ticket fields and display their default values. The end user can update the values or leave the default ones.
- End users do not have to manually enter data that exists on the page they are visiting. For example, if an end user is on a return order form and the order id exists on that page, you can programmatically retrieve that number instead of having the end user type it in.
- Extra context can be added automatically to assist the agent. For example, if an end user has their shopping cart open, you can set a conversation field “Active Shopping Cart” to true.
- You can control the path followed by a bot. For example, if an end user is on a page for Brand A, you can set this in a field so that the bot traverses the Brand A path.
Configuring for Messaging Metadata
Conversation fields need to be configured within Admin Center to allow their values to be set by an end user when the fields are created. Conversation tags do not need any prerequisite steps before the metadata API can be used.
The first step to using Messaging Metadata is determining what data you want to collect and how to use it. This is entirely dependent on your use case. You must fully understand the end-user experience when your developer sets the ticket field and tag values programmatically on the Zendesk Web Widget and SDKs.
- A Zendesk admin creates a custom ticket field and passes the field name and ID to a developer, along with the use and desired data to collect.
- A developer codes the call to the metadata API using the field ID to connect the value to that field.
- The data is programmatically set in the metadata API at runtime and is available in the next session.
- Ticket field and tag data are added to the support ticket at the time of ticket creation.
The ticket fields and tags metadata are applied to the ticket on ticket creation. For example, if you configure your widget to instantly chat to an agent (rather than a bot), then opening the widget instantly creates a new ticket and only the ticket fields and tags that have been set prior to the ticket being created are added to it.
Once a ticket is closed, Messaging Metadata in the backend (such as tickets) is reset to an empty null state. Currently, Messaging Metadata persists on the client side and will be addressed in a future release.
Adding a conversation field
Customers on any Support plan can create conversation fields, but you must have messaging configured and be using the Zendesk Web Widget or SDKs for Messaging.
System ticket fields, such as the Priority field, are not supported. They appear in the default contact form (and any other ticket form), when accessed from the help center but do not appear in the Web Widget.
You can verify a conversation field has been set by viewing the ticket information within Zendesk Agent Workspace or with Zendesk APIs. See Using Messaging Metadata for an example.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
- Click Add field.
- Select a field type, then enter a Display name.
- (Optional) Enter a Description for the custom field. This is visible to admins only.
- Under Permissions, select Customers can edit.Note: Because the values can be set via a public client-side API call, the data should always be treated as if an end user has provided the data. Using these APIs is not recommended for sensitive data.
- Enter a Title shown to customers.
- If the agent must complete the field to solve the ticket, select Required
to solve a ticket. This option is not available on all field
types.Note: When agents merge a ticket, they don't need to fill in the required fields because merged tickets bypass Solved and go directly to Closed. This setting is also bypassed if a business rule changes the ticket to Solved because a system process solves the ticket rather than an agent.
- If the end user must complete this field to submit the ticket, select Required to submit a request.
- Configure any additional options depending on your field type.
- (Optional) Specify a Default value for the custom field.Note: The default value in a drop-down list only applies to new tickets created by agents through the Support interface or created by users wherever the ticket form is displayed. If you change an existing ticket form to one with a drop-down list with a default option, the default option is not displayed and is shown as blank.
- Click Save or, to create another custom field, click the drop-down icon, select Save, and add another.
- Save the Field ID of the field you just created as you'll need it when using the metadata API.
Once created, developers can use the /api/v2/ticket_fields
API to
view conversation field data. Here is an example response:
[
{
url: "https://z3n-lhills.zendesk.com/api/v2/ticket_fields/10093547287955.json",
id: 10093547287955,
type: "integer",
title: "Bike Order id",
raw_title: "Bike Order id",
description:
"An API will populate this bike order id value",
raw_description:
"An API will populate this bike order id value",
position: 9999,
active: true,
required: false,
collapsed_for_agents: false,
regexp_for_validation: "\A[-+]?\d+\z",
title_in_portal: "Bike Order Id",
raw_title_in_portal: "Bike Order Id",
visible_in_portal: true,
editable_in_portal: true,
required_in_portal: false,
tag: null,
created_at: "2022-10-04T04:48:05Z",
updated_at: "2022-10-04T04:48:05Z",
removable: true,
agent_description: "Order id from our bikes catalog",
},
]
Clearing the conversation field
There may be times when you must clear the conversation field values. This depends on your use case and is done when the retrieved data is no longer valid. For example, suppose you are using conversation fields to collect data from an end user’s online cart. If the end user deletes all items in their cart, your collected data is no longer valid, and you can clear those conversation field values.
You clear conversation fields using the clearConversationFields(
)
API.
Adding a conversation tag
Tags are words or combinations of words you can use to add more context to tickets and topics. You can apply tags to tickets, users, and organizations. For example, tag all requests that are actually sales inquiries with a tag like 'sales' or 'about_sales.' You can then create a view or a report to track these requests.
For more information, see About tags.
Using the metadata APIs
See Using Messaging Metadata in the developer documentation for an example of using the metadata APIs.
Setting conversation fields and tags
You set the conversation field values using the
setConversationFields
API. For example, if your custom
ticket field ID is 10093547287955 and you want to set its value to the string '548832222',
then you would call:
zE('messenger:set', 'conversationFields', [{ id: '10093547287955',
value: '548832222'}]);
If you use a custom drop-down field or any field that associates a field value with a tag, setting the custom field value also sets the custom tag value in the resulting ticket.
Here is an example response for setConversationFields
:
conversation: {
...
metadata: {
"zen:ticket_field": "30289064739483",
...
},
}
{field ID}
must be a string. If not, it
will be converted to a string. {value}
must be a string,
number, or boolean.You set conversation tag values with the setConversationTags
API. Similar to the setConversationFields
API, if you set a
custom tag associated with an editable custom field, then the custom field is
set. If the custom tag is associated with a private (non-editable) custom field,
then the custom field is not set.
Client-side API to set conversation tags | |
---|---|
Web Widget | zE('messenger:set',
'conversationTags', ['{tag value}', '{tag
value}']) |
iOS | Zendesk.instance.setConversationTags(["{tag value}",
"{tag value}"]) |
Android | Zendesk.instance.setConversationTags(listOf("{tag
value}", "{tag value}")) |
Unity | ZendeskSdk.Instance.Messaging.SetConversationTags(List
tags) |
Here is an example response using
setConversationTags
:
conversation: {
...
metadata: {
"zen:ticket:tags": "likes-nike-trainers, frequent-shopper",
},
}
Clearing conversation fields and tags
You can clear conversation field values and tags when the client side context changes. For example, the end user moves away from a product page to your main store landing page. Any data you collected from that product page is no longer valid.
To do this, use the ClearConversationFields
and
ClearConversationTags
APIs. These clear all conversation
fields and tags. You cannot clear an individual field or tag.
Client-side API to clear conversation fields and tags | |
---|---|
Android |
Zendesk.instance.clearConversationFields()
Zendesk.instance.removeConversationTags()
|
Unity |
ZendeskSdk.Instance.Messaging.ClearConversationFields()
ZendeskSdk.Instance.Messaging.ClearConversationTags()
|
Bot builder
Fields updated using the metadata APIs will be populated with existing data and can be edited by end users when presented with this step. For more information, see Understanding answer flow step types and Creating custom ticket fields.
Edited Oct 28, 2024 · Gary Beichler
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Gary Beichler created an article,
Sunshine Conversations is a messaging platform that unlocks the conversations API for customers who want advanced customizations. It is designed to help businesses build interactive messaging experiences and unify conversations across channels.
This article lists the current and legacy Sunshine Conversations platform access and support plans and includes information on how to view the features. Sunshine Conversations plans prior to April 6, 2023 are referred to as legacy plans.
This article contains the following sections:
Current Sunshine Conversations plans
A low-volume, self-service version of Sunshine Conversations is included in the Zendesk Suite Professional plans or above.
All plans include these fundamental features:
- Self-service documentation, limited support via chat
- Platform and API access
- 1,000 Monthly Active Users (MAU) and 1,000 outbound notifications
To use additional MAU or notifications, you must purchase usage add-ons, which are sold in increments of 2,500 MAU and 25,000 notifications, respectively. In addition, you are required to purchase platform support add-ons once you exceed certain MAU usage. See About Zendesk Suite add-ons for more information.
Legacy Sunshine Conversations plans
The following table shows detailed information about the legacy Support plans that were offered prior to April 6, 2023.
Category | Pricing plan | ||
Starter | Premium | Enterprise | |
Support services | |||
Support channels | Email & Chat | Email, Chat & Phone | |
Support hours | Weekdays 10am-4pm ET | Weekdays 9am-8pm ET | 24x7 access for Production down Weekdays 9am-8pm ET for general issues and degraded service |
Case severity/Response times | General issue: < 8 business hours Degraded service: < 4 business hours Production system down: < 2 business hours |
General issue: < 4 business hours Degraded service: < 2 business hours Production system down: < 1 business hours |
|
Service-level guarantee | Y | ||
Volume | |||
Monthly Active Users per month | 500 maximum | 500 | 500 |
Notification rates | |||
Notifications per month | 500 maximum | 500 | 500 |
Customer success | |||
Customer Success Manager | Y | ||
Architecture services | |||
Technical architect | Y | Y | |
Onboarding | Y | Y | |
Onboarding guidance (post go-live) | Y | Y | |
Features | |||
Channels | Standard | All | All |
SDKs | Branded | Unbranded | Private label or source code |
Sub-accounts | Available | Available | |
Geographic options | US | US or EU | US or EU |
Sandbox environment | Available | Available | |
Orchestration APIs | Y | Y | Y |
Multi-party | Y |
Viewing your plan type
You can view your current plan on the Subscription page in Admin Center.
To view your current plan
-
In Admin Center, click
Account in the sidebar, then select Billing > Subscription..
For more information, see Viewing plan subscriptions.
Edited Jun 21, 2024 · Gary Beichler
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Gary Beichler created an article,
Check out what's new in the last month:
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Security
- You now have the flexibility to allow multiple sign-in methods for team members and end users. For example, if you configured SSO for team member sign-in, you can provide another authentication mechanism (such as email and password) if you have a subset of users who can’t sign in through SSO. See Allowing multiple sign-in methods for team members and end users.
Messaging and bots
- Zendesk messaging is now covered by the BAA when purchased as part of Zendesk Suite. See Advanced Compliance.
- The Branch by condition step can be configured to evaluate data stored in variables, then determine which branch the conversation should follow based on the condition it meets. See Understanding Branching conditions.
- New rich content options are available for use in your answer flows. You can add button links, images, and gifs to both the Send message and Add carousel step types. See Adding rich content to answers in Flow Builder.
Explore
- The Guide - Knowledge Base dataset and prebuilt dashboard have been updated to give you an even better understanding of your knowledge base performance. The dataset now includes an article category attribute and metrics for the number of article comments, subscriptions, upvotes, and downvotes. The prebuilt dashboard includes new and updated reports that take advantage of this data. See Metrics and attributes for Zendesk Guide and Analyzing your knowledge base activity with Explore.
Support
- Content can now be redacted on email, child ticket, and Microsoft Teams side conversations. Similar to redacting ticket comments, you can redact side conversation content by opening the redaction editor and marking the text you want to redact. See Redacting ticket content.
- The steps to change a ticket requester have been simplified in the standard agent interface to make it compatible with the Zendesk Agent Workspace. You don't have to click a change link to view the field and make updates. Now, the Requestor field appears by default in the ticket interface. See Changing the ticket requester.
- Better support for Asian languages is now available in the Zendesk Agent Workspace. The ticket composer has been upgraded. Previously, support for Japanese and Korean languages was listed as a composer limitation. See Limitations in the Zendesk Agent Workspace.
Guide
- You can now use Google Analytics 4 to track your help center traffic. If you are migrating to Google Analytics 4 from either Google Universal Analytics or Google Analytics 360, you can run Google Analytics 4 alongside the previous versions to ensure that you’ll have historical data when the migration is complete. To use both Google Universal Analytics and Google Analytics 4, you can add both tracking IDs in Guide admin. See Enabling Google Analytics for your help center.
- You can now merge one or more content tags to combine duplicate or related tags into a single tag. When you merge content tags, you retain the name of the tag that you are merging to, and the tags that you merged from are deleted. Content associated with the merged tags is then associated with the tag that you merged to. See Creating and managing content collections with content tags.
Sell
- Star and open all message types in Thread view: To make it easier to filter your messages, you can now star emails, SMS, and notes and add them to a thread. All of which you can do from leads, contacts, and deals details cards, or directly from your Activity feed. For more information see: Managing your Sell email, phone calls, and text messages, Working with notes in Sell, Viewing and filtering the Sell Activity Feed.
- Group lead and contact attributes into sections on lead, person, and company details pages: Sell Admins can now customize the layout of attributes on lead and contact details pages, including creating sections and then grouping standard and custom fields into them. For more information see: Customizing the layout of your records.
New and notable resources
- New recipe for messaging: Getting external data for your messaging bot shows how a messaging bot can use Flow Builder's Make API call step to fetch data from an external system, such as Shopify or Salesforce. In the recipe, you create a bot answer that retrieves weather data for a location provided by an end user. You can use the answer's flow as a starting point for your own API-powered answers.
- The Using AI to summarize conversations in a Support app tutorial shows how to use the Zendesk Apps framework (ZAF) to extend Zendesk using external AI systems. In the tutorial, you'll create a client-side Zendesk app that uses GPT-3 to summarize Support ticket conversations.
Edited Mar 01, 2023 · Gary Beichler
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Gary Beichler commented,
Hi Peter Hochstrasser. Thanks for this detailed post! A lot of great information here. We're planning on expanding our developer documentation to cover data migration in more detail later this year and next. I'll make a note to cover the examples you suggested, among other things. Thanks again!
View comment · Posted Jan 17, 2023 · Gary Beichler
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