Erin O'Callaghan
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Recent activity by Erin O'Callaghan-
Cloning a report
You can clone a report to make a copy of it. You might do this if you want to copy a report into a different dataset, or edit an existing report without modifying the original. This article conta...
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Why don't I see an agent's current work items when I drill into a live metric?
Question When I try to see the items of an agent’s current work by drilling into a live metric, I get a message that says: Enable Agent Workspace to view more details. How do I enable Agent Workspa...
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How do I find the right value to use with the "Changes - Previous/New value" attribute?
Question I'm using the Changes - Previous value or Changes - New value attribute from the Updates history dataset in an Explore formula. I inserted the ticket field values that I see in the UI, but...
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Can I automatically CC all users in an organization?
Question Can I configure a business rule to automatically CC all end users within an organization on a ticket submitted by a member of that organization? Answer It is not possible to configure a tr...
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Agent suddenly downgraded to end user
Issue symptoms An agent on my account was suddenly downgraded to an end user. None of the admins on the account made this change to that user's account. Resolution steps If your account owner decre...
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Does Zendesk charge for all users in the account?
Question Does Zendesk charge for all users in the account? Answer No, the subscription covers only agent seats. This includes all the users who have the role of an agent, admin, account owner, or...
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What's new in Zendesk: October 2022
Click Follow in the What's New section to be notified each month when the What's New is published. Check out what's new in the last month: Support Messaging Explore Guide Also don't miss: Zende...
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How can I bulk upload users and specify custom roles?
Question How can I bulk upload users and specify custom roles through a CSV file? Answer When creating a CSV (comma separated values) file to bulk-upload users into your account, you have the abili...
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Why does the Explore live dashboard show 0 Chat agents when filtering by Chat department?
Question On the Explore live dashboard, the Agents online live metric for Zendesk Chat shows 0 when I filter by Chat department, but I know there are Chat agents online. Why is this happening? Ans...
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What's new in Zendesk: December 2021
Click Follow in the What's New section to be notified each month when the What's New is published. Check out what's new in the last month: Support Talk Guide Messaging and live chat Explore Admin...