Paolo

1. Guide
2. ...
3. How to customize the theme of the help center
4. How can I hide article comments with curlybars?

Hi Charles, Yes, this will hide all comments including the previous ones. Another alternative is completely disabling comments for an article. 

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• Paolo
• Created October 02, 2023 13:57
• 0 votes

1. Chat
2. ...
3. General questions about live chat
4. How does the Chat mobile app work?

Hi Isaac, It seems that the High Load dashboard is enabled in your account. If this is enabled, you will only see visitors who are requesting chat and are currently being served. You may disable th...

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• Paolo
• Created October 01, 2023 14:49
• 0 votes

1. Agent guide
2. Additional ticket channels
3. Setting up your browser or phone for calls

Hi Elevate Admin,We would need more information and details about your concern. For us to get your complete details, kindly start a conversation on our Widget. Please refer to this article for inst...

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• Paolo
• Created October 01, 2023 11:52
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Twitter DM message not showing all messages

Hi Armen, If you have proactively sent a message to your customer on Twitter, it is expected that the message will not be appended in the ticket thread. If you like to have the complete conversatio...

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• Paolo
• Created September 26, 2023 15:33
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Hang Chats

Hi Cozzeka, This usually happens when you have a lot of steps in your bot flow. The "Waiting for an agent..." phrase does not affect the behavior of the bot. Reference: Understanding automated bot ...

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• Paolo
• Created September 25, 2023 10:32
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Emails containing the word spam are flagged as spam

Hi Lisa, This is expected to be flagged as spam. If you consider these as legitimate emails, I would suggest simply recovering these emails. This will train the algorithm not to mark subsequent ema...

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• Paolo
• Created September 24, 2023 15:02
• 0 votes

1. Agent guide
2. Ticket management
3. Using the Time Tracking app

Hi Bobby, May I know if the app is not recording at all, meaning can't be seen being appended in the ticket events, or if it is appending in the events but shows a "0" timer? Also, is this happenin...

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• Paolo
• Created September 24, 2023 14:06
• 0 votes

1. Support
2. ...
3. Attachments and CCs
4. Can I attach files to tickets using the API?

Hi Albin, If you are trying to get the ticket attachments, you may use the Incremental Ticket Event Export. Sample: GET /api/v2/incremental/ticket_events.json?include=comment_events,attachments,tic...

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• Paolo
• Created September 21, 2023 14:15
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Pull data from multiple tickets in a webhook trigger?

Hi Daniel, You may consider using a ZIS Flow to accomplish this. For more information, you may check this document: Triggering ZIS flows.

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• Paolo
• Created September 21, 2023 14:01
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Notification for when requesters send a request more than once a week

Hi Deke, Unfortunately, this is not possible at the moment. This is a good feature request though. Thank you for sharing this! Best,Paolo | Technical Support Engineer | Zendesk

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• Paolo
• Created September 19, 2023 14:59
• 0 votes