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Julio H's Avatar

Julio H

Joined Oct 16, 2021

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Last activity Jan 24, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Julio H

Julio H created an article,

ArticleHelp with user management

Question

What causes the system to change a task to the Offline status? This behavior happens when a specific task is assigned and when agents are either working or taking a break.

Answer

This behavior is expected when the computer experiences a loss of connectivity, such as going offline, entering sleep mode, or being disconnected from the internet for a certain duration. The system automatically updates the task status to Offline due to network inactivity.

To mitigate this situation and maintain the status of ongoing tasks, agents can utilize the task lock feature. This feature allows them to lock the task they are currently engaged in when they anticipate that their computer might lose its active internet connection or when there is a lack of activity.

By locking the task, agents can ensure that their progress is preserved, and the task will not be automatically switched to Offline status, allowing for a smoother workflow and minimizing disruptions.

For further details on how to implement the task lock feature, refer to these articles:

 

Edited Jan 27, 2025 · Julio H

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Julio H created an article,

ArticleHelp with bots and automation

Question

Why does the automatic translation from a bot connected to a social channel like WhatsApp or Facebook Messenger not detect the end user's locale?

Answer

Social messaging channels do not pass the locale to the bot builder. As a result, automatic translation for bot messages, text, links, variables, and other elements is not available for a social messaging bot.

The bot translates the flow to the language of the end user based on the locale detected from the first message received by the bot. For example, if the end user has a device locale set to English but sends their first message in Spanish, and Spanish is selected as a locale in the bot languages, then the bot will automatically translate the flow to Spanish.

If the user wants the bot to provide answers in a different locale, the end-user's profile in Support must be deleted. This action creates a new UserApp ID, and the first message from the user will set the locale for future interactions.

Edited Dec 18, 2024 · Julio H

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Julio H created an article,

ArticleHelp with messaging

Question

Can I use the visitor page URL condition to trigger a proactive message if I use the web widget on a SPA website?

Answer

No, the condition visitor page URL for proactive messages is not supported if the web widget is installed on a SPA website. This limitation is due to the way SPA websites are structured.

SPA websites use a mechanism that allows users to navigate between different pages that doesn't force a full page reload. As a result, the Document Object Model, know as DOM, and the associated page doesn't refresh during navigation.

Because the page doesn't reload, the necessary checks and updates cannot be performed in real-time in place. Therefore, the web widget cannot accurately determine the visitor's current location within the site. For more information, see this article: Creating proactive messages for the Web Widget.

Edited Dec 27, 2024 · Julio H

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Julio H created an article,

ArticleHelp with bots and automation

Question

Why doesn't the bot generate a correct response when I type 'pophjkukighk,' 'abc,' or 'T'?

Answer

Zendesk recommends using a greeting message generated by the bot to inform users how to search for information effectively. This proactive approach enhances the user experience and ensures users understand the best practices for utilizing the bot’s capabilities.

It is important to understand that the Zendesk bot is not designed to process random words or single letters. This limitation can affect the bot's functionality, leading to incorrect answers, irrelevant articles, or unexpected behavior. When users input vague or incomplete queries, the bot may struggle to generate meaningful responses, which can frustrate users and undermine their trust in the system.

Furthermore, during the bot's testing phase, it is essential to conduct tests that accurately reflect the actual search behavior of end users. Instead of trying to anticipate and control every possible text input that could be entered into the widget composer, testers should concentrate on realistic scenarios that users are likely to encounter. This approach will help ensure the bot performs effectively in real-world situations, resulting in a more positive user experience.

For more information, see these articles:

Edited Nov 12, 2024 · Julio H

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Julio H created an article,

ArticleHelp with bots and automation

Question

Why is the API step in the bot builder failing to create tickets for new users but working for existing users?

Answer

This problem is caused by a permission error. The user credentials in the API connection settings may have been downgraded to an agent role, allowing the current credentials to create tickets only for existing users.

To create tickets for new users, set up a new API connection with an admin account. This gives the API step admin permissions and enables it to create tickets for new users.

For more information, see this article: Using the Make API call step in a conversation bot.

Edited Sep 27, 2024 · Julio H

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Julio H created an article,

ArticleHelp with apps and integrations

Question

Why is ticket sync failing with an error in the Zendesk Salesforce integration?

Ticket ID 123456 failed to sync :: STRING_TOO_LONG :: Description: data value too large 

Answer

By default, the body description of a Zendesk ticket is synced with the Salesforce case body, which is a rich content text field. However, Salesforce currently limits this field to 32,000 characters.

There is no workaround at present, but you can consider the following:

  1. Open a case with the Salesforce Support team and inquire about increasing the character limit for the standard Case "Description" long text area field.
  2. Avoid creating tickets with more than 32,000 characters in the description. You can also recreate the ticket for the end user with less than 32,000 characters if a long thread was added to a short reply.

For more information, refer to this Salesforce article: The default limit on Long Text Area fields is 32,768 characters

Edited Sep 16, 2024 · Julio H

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Julio H created an article,

ArticleHelp with help center

Question

I am experiencing an issue where I am unable to edit articles in the Guide, and I repeatedly receive the error message: Translation wasn't updated. Try again. What could be causing this problem?

Screenshot 2024-09-03 at 2.21.51 PM.png

Answer

The error message Translation wasn't updated. Try again is likely due to the presence of a content block within the article you are attempting to edit.

Your current subscription plan may not support content blocks. Only Suite and Guide Enterprise plans include this feature.

To resolve this issue, review the article for any inadvertently added content blocks. If you identify any, remove them from the article. This should enable you to edit the article without encountering the error message again.

Edited Sep 03, 2024 · Julio H

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Julio H created an article,

ArticleHelp with bots and automation

Question

Why isn't the Zendesk AI bot providing the correct answer or article in the Web Widget?

Answer

Before the bot can provide an answer or article, it reviews the free text that the end user introduces in the Web Widget. Then, it analyzes existing intents, answers, and articles and assigns them a score to find the most suitable reply. The bot will offer the answer or article with the highest score.

However, when the request is too ambiguous, the bot may not find a correct match. For example, if the end user introduces the text "Modify invoice" only and you have several answers and articles that include these two words.

To prevent this, use the standard response If the bot can't answer a question to advice your customers to rephrase the request and add more context or information.

For example, if the customer asks "Where is the Moon?":


If most of the articles in your help center include the same keywords, such as "invoice", "modify", "cancel", create one answer with a flow to cover each topic. This will optimize your bot, so your  customers can self-serve.

Conversation.png
For more information, see the article: Creating a conversation bot for your web and mobile channels

Edited Aug 28, 2024 · Julio H

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Julio H created an article,

ArticleHelp with messaging

Question

Why are new profiles created for existing Zendesk users contacting through social media channels?

Answer

This happens because social media ticket requests are not identified using the same contact details in the current end-user profile. Zendesk users are identified by their email, phone number, or external ID.

For channels such as WhatsApp, Facebook Messenger, Slack DM, X DM, Instagram Direct, and others, the user is not identified using the above-mentioned details, and as a result, a second profile is created in Zendesk.

You can merge the new profile with the end-user's current profile, so any new interactions or support requests from the same social media channel will be linked to the correct end-user profile in Zendesk.

For more information, see this article: Merging a user's duplicate account

Edited Aug 13, 2024 · Julio H

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Julio H created an article,

ArticleHelp with support and ticketing

Question

What is causing most emails to appear in my Suspended tickets view?
Suspended tickets.png

Answer

If you notice a sudden increase in the number of emails being marked as spam, the issue could be related to the email headers within the messages that you forward to Zendesk. The email headers contain unhealthy resources, which email filters use to mark emails as spam.

These factors flag customer emails as spam

  • An email header that contains a domain listed in a public blocklist signals that the domain might be associated with spam or malicious activities
  • If an IP address in the email header appears in a public blocklist, the IP address likely sent spam or other unwanted content.

To determine if your emails contain unhealthy resources

  1. Extract the source of the email from the ticket
    Source.png
  2. Download and open the EML file in a text viewer, then review the IP addresses and domains that the email passed through.
    Download.png
  3. To check if an IP address or domain is blocklisted, use an external tool such as MXToolbox. This tool shows if the IP or domain is listed in any public blocklists. If the IP address or domain is blocklisted, contact the owner and request its removal from the blocklist.

To train the algorithm

In Zendesk, you can recover your suspended tickets. Over time, this will train the spam filter to avoid marking those emails as spam in the future, gradually improving its accuracy.

For more detailed information about why emails are detected as spam and how to address this issue, see the article: What does "Detected as spam" mean?

Edited Aug 09, 2024 · Julio H

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