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Alex O. Robinson's Avatar

Alex O. Robinson

Joined Nov 16, 2021

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Last activity Feb 14, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Alex O. Robinson

Alex O. Robinson created an article,

ArticleExplore recipes

Available on Suite Professional plans and above

Available on Explore Professional plans and above

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

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

  1. Open your dashboard, then click Edit to open the edit page.
    Edit.png
  2. Click the name of a report from your dashboard > Click Edit in report builder to open that report.
    Edit - .png
  3. From the left or at the top of your report, if you see any time or date filter applied with the icon: Report copy.png, click that filter > tick Select all values to remove the filtering > Click Apply.
    Report.png
  4. Click Save to dashboard.
    Report copy 2.png
  5. Repeat these steps to correct each remaining report in your dashboard.

Step 2: Adding a time filter to your dashboard

  1. In your dashboard, click Edit to open the edit page.
  2. In the top right, click + > Time filter.
    Time.png
  3. Select Ticket updated.
  4. Click the Time - Ticket updated filter you just added.
  5. 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.
    Filter.png
    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.
    Report.png

Step 3: Excluding unnecessary filters from the report settings in your dashboard

  1. From the edit page of your dashboard, click each report individually. 
  2. Below Exclude from filters, select all filters that should not apply to your report.
    Exclude.png
    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.
  3. Take those same steps for each remaining report on your dashboard.
  4. 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,

CommentZendesk basics

Great article!

View comment · Posted Jan 03, 2025 · Alex O. Robinson

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Alex O. Robinson created an article,

ArticleHelp with live chat

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

  1. In Admin Center, select Channels > Classic > Web Widget
  2. On the Installation tab, copy the code with a dark blue background

    Installation.png

  3. 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

  1. In Admin Center, select Channels Classic > Web Widget.
  2. Select Chat.

    Chat.png

  3. Select Save

Step 3: Assign a Chat role to an agent

  1. In Admin Center, select People > Team members
  2. Select the name of the agent
  3. For Chat, select Agent, then select the Access check box

    Role.png

  4. Select Save

Step 4: Ensure that your agents show an online status

  1. Ask your agents to open any Zendesk product
  2. Select the Zendesk product icon () in the top bar, then select Support.
  3. Select the conversation icon (Icon.png), then select the Online status
    Online.png
    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,

ArticleHelp with apps and integrations

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.

Jira.png

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.

Note: While attachments and images don't sync from Jira to Zendesk, images sync from Zendesk to Jira.

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,

ArticleHelp with apps and integrations

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:

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,

ArticleHelp with help center

Question

In Guide, do Content Cues consider searches performed in Knowledge? Is there a way to limit Content Cues to searches from that sidebar?

Example.png

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,

ArticleHelp with bots and automation

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.

install_ww_website.png

Note: This article is provided for instructional purposes only. Zendesk can't provide support for the source code of your own website.

For more information, see these articles:

Edited Dec 13, 2024 · Alex O. Robinson

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Alex O. Robinson created an article,

ArticleHelp with bots and automation

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.

Intents

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
      Example.png
  • Add a schedule in your account and set it as a condition of business hours to the flow of your answer
    Add a schedule.png
    Add business hours.png

Edited Sep 19, 2024 · Alex O. Robinson

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Alex O. Robinson created an article,

ArticleHelp with support and ticketing

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. 

Reply.png

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)
      Trigger.png
  • Below Actions, select:
    • Ticket > Status category | Open 
    • Click Save
      Action.png

Option 2: Remove article suggestions

Another option is to remove article suggestions from your help center.

  1. In Admin Center, click Channels in the sidebar, then select Bots and automations > Bots
  2. Click Manage autoreplies
  3. Click the Web form tab
  4. Toggle off Web form channel enabled
    Setting.png

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,

ArticleHelp with apps and integrations

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?

Out of office.png

Answer

When you notice unexpected errors with the app, follow these steps:

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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