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TJ

Joined Oct 25, 2021

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Last activity Aug 21, 2024

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ACTIVITY OVERVIEW

Latest activity by TJ

TJ created an article,

ArticleHelp with support and ticketing

Question

I don't see Side conversation as a channel when I create a ticket view. How do I resolve this?

Side conversation channel in view conditions.png

Answer

Confirm that side conversations are turned on for your account. In Admin Center, go to Workspaces > Side conversations. In the Child tickets section, check Turn on child tickets to activate side conversations.

For more information, see this article: Can I create a view for side conversations?

Edited Nov 28, 2024 · TJ

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TJ created an article,

ArticleHelp with help center

Issue symptoms

I set up a user segment tag for an organization or users. However, the tag is not appearing in the tag list of my account, or anywhere else.

Edit user segment Tags
Resolution steps

The tag does not appear because it has not been added to any organization yet. User segments use tags as a filter. Unlike ticket tags, which appear in drop-downs and searches after their creation, user segment tags must be associated with an organization first.

To resolve this issue, add your tag to any organization or user profile.

Note: If you do not see the tag field from organizations or end user profiles, enable user and organization tagging. To prevent duplicates and confusion, use a consistent naming convention for your tags.

Edited Apr 18, 2024 · TJ

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TJ created an article,

ArticleHelp with support and ticketing

Question

If I send an email using the side conversation feature, will the requester of the main ticket also receive it?

Answer

No, side conversations in Zendesk are not visible to the requester of the parent ticket who cannot view the ticket in any enabled help center. They are designed for internal communication and are only visible to the child ticket recipients. This includes the side conversation requester and any CCs or followers.

For more information, see this article: Using side conversation child tickets.

Edited Apr 11, 2024 · TJ

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TJ created an article,

ArticleHelp with support and ticketing

Issue symptoms

When creating SLA policies, I don't find Ticket status as a Condition. How can I fix this?

Ticket status condition.png

Resolution steps

You can only use Ticket status as a condition in SLA policies when custom ticket statuses are enabled. Activate custom ticket statuses first, then refresh the page and return to the SLA policy you were working on. 

Edited Nov 27, 2024 · TJ

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