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Alex O. Robinson
Joined Nov 16, 2021
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Last activity Feb 14, 2025
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Latest activity by Alex O. Robinson
Alex O. Robinson created an article,
In this recipe, you'll understand how to use Explore to filter multiple reports from the new dashboard experience.
This article contains the following topics:
- What you'll need
- Step 1: Removing any time filters from your reports
- Step 2: Adding a time filter to your dashboard
- Step 3: Excluding unnecessary filters from the report settings in your dashboard
What you'll need
Skill level: Beginner
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions
- A dashboard with reports added
Step 1: Removing any time filters from your reports
- Open your dashboard, then click Edit to open the edit page.
- Click the name of a report from your dashboard > Click Edit in report builder to open that report.
- From the left or at the top of your report, if you see any time or date filter applied with the icon:
, click that filter > tick Select all values to remove the filtering > Click Apply.
- Click Save to dashboard.
- Repeat these steps to correct each remaining report in your dashboard.
Step 2: Adding a time filter to your dashboard
- In your dashboard, click Edit to open the edit page.
- In the top right, click
+
> Time filter.
- Select Ticket updated.
- Click the Time - Ticket updated filter you just added.
- Under Link filters, add the type of data you are seeing on your reports.
For example, if one of your reports is named Tickets: Solved tickets, add Ticket solved.
If one of your reports is named Tickets: Created tickets, add Ticket created.
Note: If you see duplicated values under Time - Ticket updated > Link filters, open each report in your dashboard and determine which dataset applies. For example, Solved tickets may exist under the Support: Tickets [default] dataset and the Support: Updates history [default] dataset. You will find the right dataset to select from the left corner of your report edit page.
Step 3: Excluding unnecessary filters from the report settings in your dashboard
- From the edit page of your dashboard, click each report individually.
- Below Exclude from filters, select all filters that should not apply to your report.
For example, if you report is named Tickets: Created tickets, exclude time filters you previously added and which do not apply to that report, such as Ticket solved and Ticket updated. - Take those same steps for each remaining report on your dashboard.
- When you are satisfied with the result, save your work by clicking Publish changes.
For more information, see this article: Should I apply filters at the report or dashboard level?
Edited Feb 18, 2025 · Alex O. Robinson
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Alex O. Robinson commented,
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Alex O. Robinson created an article,
In this guide, you will find the steps to follow so your agents can take live chats. Use this article if chats are not available in the Web Widget (Classic).
To ensure your agents can start using live chat, follow these steps:
- Step 1: Install the Web Widget (Classic) on your website
- Step 2: Verify that live chat is toggled on
- Step 3: Assign a Chat role to an agent
- Step 4: Ensure that your agents show an online status
Step 1: Install the Web Widget (Classic) on your website
- In Admin Center, select
Channels > Classic > Web Widget
- On the Installation tab, copy the code with a dark blue background
- In the source code of your website, after the header, paste that code
Disclaimer: Zendesk does not support third-party websites. If you do not know where to edit the source code of your website, reach out to your third-party provider.
Step 2: Verify that live chat is turned on
- In Admin Center, select
Channels > Classic > Web Widget.
- Select Chat.
- Select Save
Step 3: Assign a Chat role to an agent
- In Admin Center, select
People > Team members
- Select the name of the agent
- For Chat, select Agent, then select the Access check box
- Select Save
Step 4: Ensure that your agents show an online status
- Ask your agents to open any Zendesk product
- Select the Zendesk product icon (
) in the top bar, then select Support.
- Select the conversation icon (
), then select the Online status
Note: If you do not use the agent workspace, ask your agents to log in from the Chat product. In the top bar, agents can click the Zendesk product icon (), then select Chat > Online.
For more information, see these articles:
Edited Dec 20, 2024 · Alex O. Robinson
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Alex O. Robinson created an article,
Question
Using the Jira app, can I sync images from Jira comments to Zendesk? When I open a Jira task from the side panel of a Zendesk ticket, I noticed images appear broken.
Answer
No, attachments and images from Jira do not sync to your Zendesk account.
To share attachments between Jira and Zendesk, consider using a third-party application to share your files and create accessible links within your company. For example, OneDrive, GoogleDocs, or Dropbox.
For more information, see this article: Setting up the Zendesk Support for Jira integration.
Edited Oct 31, 2024 · Alex O. Robinson
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Alex O. Robinson created an article,
Question
I am using the Zendesk API, or a webhook, or a help center theme, with a custom script. I am seeing unexpected behaviors. Where can I find support?
Answer
Zendesk Customer Support does not provide support for custom code that use API and third-party technologies. For support, you can do one of the following:
- Refer to the developer community
- Use an AI chat bot such as ChatGPT
- Ask a Zendesk partner
- Use Professional services
For more information, see this article: Zendesk API.
Edited Nov 13, 2024 · Alex O. Robinson
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Alex O. Robinson created an article,
Question
In Guide, do Content Cues consider searches performed in Knowledge? Is there a way to limit Content Cues to searches from that sidebar?
Answer
Yes, Content Cues take into consideration the topics being searched by your agents within Knowledge. Content Cues cannot be filtered by search. The feature aggregates information from all of your tickets. For more information, see this article: Reviewing suggested support topics in Content Cues.
Edited Jan 02, 2025 · Alex O. Robinson
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Alex O. Robinson created an article,
Question
Can I decide which page of my website the bot shows? And how does the bot interfere with messaging?
Answer
The bot lives within messaging and its Web Widget. Choose where the web widget will show, by applying the widget code to the source code of headers of specific pages of your website.
For more information, see these articles:
Edited Dec 13, 2024 · Alex O. Robinson
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Alex O. Robinson created an article,
Issue symptoms
When I create answers in my conversation bot, I see this error: One or more intents are not available any more. Remove them.
Resolution steps
To fix the error One or more intents are not available any more:
- Since you created the answer, the selected intent might not exist anymore
- If the corresponding intent is missing from the Intents tab, remove it
- If the corresponding intent is missing from the Intents tab, remove it
- Add a schedule in your account and set it as a condition of business hours to the flow of your answer
Edited Sep 19, 2024 · Alex O. Robinson
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Alex O. Robinson created an article,
From the contact form and article suggestions, customers are able to solve their own tickets. This article provides steps to prevent end users from closing their tickets.
This workflow includes the options below.
Option 1: Create a trigger to automatically reopen tickets
You can create a trigger and automatically re-open tickets solved by your end users.
- In Admin Center, click
Objects and rules in the side bar > then select Triggers
- Click Create trigger
- Name your trigger > add a Category
- Under Conditions, add these options:
- Status > Status category | Changed to | Solved
-
Ticket details > Current user | Is | (end-user)
- Below Actions, select:
- Ticket > Status category | Open
- Click Save
Option 2: Remove article suggestions
Another option is to remove article suggestions from your help center.
- In Admin Center, click
Channels in the sidebar, then select Bots and automations > Bots
- Click Manage autoreplies
- Click the Web form tab
- Toggle off Web form channel enabled
For more information, see this article: Using autoreplies to recommend articles in web forms.
Edited Dec 17, 2024 · Alex O. Robinson
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Alex O. Robinson created an article,
Question
With the Out of Office app, tickets remain assigned to my agents. What happens to Zendesk tickets when an agent is out of office?
Answer
When you notice unexpected errors with the app, follow these steps:
- Try uninstalling and reinstalling the app
- Follow the How to install tab and re-configure the app for your agents
For more information, see this article: Installing and using the Out of Office app.
Edited Sep 10, 2024 · Alex O. Robinson
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