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Patrick Gutierrez
Joined Oct 19, 2022
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Last activity Feb 04, 2025
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Latest activity by Patrick Gutierrez
Patrick Gutierrez created an article,
Question
How can I add agent seats to my account? How do I buy additional agent seats?
Answer
Account owners and billing admins can purchase additional agents seats as needed. Admins who aren't the account owner or a billing admin can request a subscription change to add agent seats.
The ability to add agent seats depends on your account type. For sales-assisted accounts that can't instantly buy agent seats, you'll see a form to request more agents. The request is sent to your sales representative and a service order will be created on your behalf.
See the video below for a guide on how to add agent seats to your Zendesk account.
For more information, see the article: Adding agent seats to your subscription.
Edited Jul 29, 2024 · Patrick Gutierrez
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Patrick Gutierrez created an article,
Question
Do autoreplies for emails read the subject and description or just the subject?
Answer
Autoreplies analyze any text in the request, including both the subject line and the request description or the email body. Autoreplies use the keywords in the request to pull recommended articles from your help center articles based on relevant titles and introductions.
For more information, see this article: Optimizing your articles for autoreplies.
Edited Jul 11, 2024 · Patrick Gutierrez
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Patrick Gutierrez created an article,
Question
How do I set up a trigger that targets tickets created from a channel? Which channel should I use for the trigger condition?
Answer
When you set up a trigger condition based on the ticket channel, you see many options in the dropdown menu.
The table below describes the sources of the tickets for each option under the Ticket > Channel condition.
Channels | Ticket trigger condition | Description |
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Tickets that you receive from your support email addresses. | |
Help center and community |
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Tickets that are created from comments in a help center article or community post. |
Web and messaging |
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Tickets that come from a Support web form, the Support agent interface, or the Web Widget messaging. |
Web Widget (Classic) |
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Tickets that are created from a conversation in the Web Widget (Classic). Solved tickets that are created when a user confirms that the article recommendations answered their question. |
Live Chat |
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Tickets that are created after a chat session and chat transcripts appended to tickets. |
Social messaging |
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Tickets that come from user interactions and messages on X (formerly Twitter), Facebook, Instagram, WeChat, LINE, and WhatsApp when you add a social messaging channel to your account. |
Sunshine Conversations |
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Tickets that are created from channel integrations through the Sunshine Conversations API, such as over-the-top (OTT) messaging apps, and SMS through integrations with third parties like Twilio. |
API |
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Tickets generated or updated through API, such as the Zendesk API or the Sunshine Conversations API. |
Text |
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Tickets that come from a text message or SMS. |
Voice |
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Tickets that come from Zendesk Talk conversations with customers when agents are available, or voicemails left by customers when there is no agent available. |
Computer telephony integration |
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Tickets created from a CTI with a third-party telephony system through the Talk Partner Edition Developer API. |
Mobile |
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Tickets that are created from a Zendesk mobile app. |
Mobile SDK |
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Tickets that are generated from a custom app using the Zendesk Mobile SDK. |
Support UI | Follow-up tickets that are created from closed tickets. New tickets are created when a customer replies to a closed ticket. Tickets that are shared with another Support account. A shared ticket becomes a new ticket in the receiver's account. |
|
Automations |
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Tickets that are created from automations for time-based events. |
Apps and integrations | Tickets that are created from channel integrations installed from the Zendesk Marketplace. | |
Side conversation |
|
Tickets created from side conversation child tickets. |
For more information, see the articles:
Edited Jan 02, 2025 · Patrick Gutierrez
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Patrick Gutierrez created an article,
Question
I noticed the bot only recommends articles or generates a reply when an end user asks a question twice. What is causing the behavior?
Answer
This is expected behaviour when you enable generative replies or article recommendations. If the bot needs more information to match an intent or answer or identifies a low-confidence intent, and you enabled If the bot needs clarification, an automated response is first sent to end users to ask for clarification, rather than the expected article list.
To avoid that first clarification question, you can disable that feature.
For more information, see the article: Viewing and editing general bot settings.
Edited Nov 12, 2024 · Patrick Gutierrez
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Patrick Gutierrez created an article,
The Jira integration connects Jira issues with Support tickets to make collaboration easier between your product and support teams. Learn how to identify and resolve the most frequently encountered issues with Jira integration.
This article contains the topics below:
- General troubleshooting procedure
- Receiving a 401 error
- Receiving a "Did you follow the installation instructions..." error message
- Zendesk subdomain is incorrect during set-up
- Receiving 502 (Bad Gateway) errors
- Receiving a "Zendesk Notify. Notification failed. Please try again later." error message
- Jira updates and comments are missing in Zendesk
- Receiving a "Failed to Save JIRA Field" error
General troubleshooting procedure
A good first step for troubleshooting Jira issues is to disconnect your Zendesk subdomain from the Jira integration. Then, uninstall and then reinstall the plugin. This is the Jira equivalent of clearing cache and cookies.
Receiving a 401 error
A 401 unauthorized error in Support means that the Jira admin credentials are incorrect or the admin does not have the required permissions. If you are getting this error, make sure your account is correctly set up:
- The Jira username must be a username and not an email address. The password must also be correct.
- The Jira admin account is part of the user, developer, and administrator user groups
- The Jira admin account does not have permission schemes in place to prevent project creation or editing existing projects (Settings > Issues > Permission schemes)
- You are using Jira Internal Directory as your user directory
- The Jira admin account has not been recently deleted
- If you're on the Jira server, the server or its hosting has not recently been moved
This error could also be due to some other plugins in Jira blocking your Support plugin. Watch out for particular plugins that are from the Jira service desk trial. Try to disable these other plugins in your Jira instance individually and check your Support instance to see if that resolves the issue.
Receiving a "Did you follow the installation instructions..." error message
This error message appears after a first-time installation or reinstallation of the Jira app in Support.
To troubleshoot this error message:
- Uninstall the Jira app in Zendesk:
- Go to Admin Center > Apps and integrations > Zendesk Support apps > JIRA
- Click Uninstall in the dropdown options
- Disconnect JIRA:
- In JIRA, go to Manage your apps and click Zendesk Support for Jira
- Select Configure, then click Disconnect
- Uninstall the Zendesk Support for Jira app in Jira:
- Go back to the Manage your apps page, click the Zendesk Support for JIRA app
- Click Uninstall
- Log out from both Jira and Zendesk
- Open a new browser window, then log in to Zendesk as an admin. In another browser tab, log in to Jira as an admin
- Reinstall the Zendesk Support for Jira app in Jira. This will also install the JIRA app in Zendesk
Zendesk subdomain is incorrect during set-up
If you are unable to change the Zendesk subdomain connected to your Jira account, see the article: Jira error: Zendesk subdomain is incorrect during set-up.
Receiving 502 (Bad Gateway) errors
This issue appears when agents create issues or link issues to tickets. This is most likely due to the base URL being misconfigured.
To troubleshoot this error message:
- Sign in to Jira and go to the configuration page for the add-on
- Update the Jira base URL and make sure that it matches your Jira URL host
- Check for incorrect spelling or missing parts like a .com
For more information, see the article: Using the Zendesk Support for Jira integration.
Receiving a "Zendesk Notify. Notification failed. Please try again later." error message
This error originates from your browser, which blocks API calls made from your computer to Zendesk. To avoid this behavior, disable website tracking or strict privacy settings.
From Safari:
From Firefox:
Otherwise, use Google Chrome where this error does not occur.
Jira updates and comments are missing in Zendesk
If some comments from Jira are not appearing in Zendesk, this is due to collisions of API calls. These collisions happen when you execute several updates at the same time, in a short period of time, and some of the calls might not reach your ticket in Zendesk.
To avoid collision errors, leave at least 5 to 10 seconds between updates.
For more information, see these articles:
Receiving a "Failed to Save JIRA Field" error
This error message appears when adding fields to the Jira issue creation form in Zendesk Support.
This error message occurs when too many fields have already been configured on the Create a new Jira issue form.
To resolve this error and configure additional fields, remove existing fields that are configured in other projects and issues that are no longer actively used. Removing fields configured for inactive projects and issues reduces the total number of fields. This action allows for the configuration of fields for other projects and issues that are actively used.
Edited Jan 23, 2025 · Patrick Gutierrez
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Patrick Gutierrez commented,
September 14, 2023 - This Sub-processor Policy has been updated to list Tymeshift, Inc. (“Tymeshift”) Sub-processors, and to add a new Zendesk Sub-processor, Snowflake Inc. ("Snowflake"). All Tymeshift Sub-processors are existing Sub-processors, as previously disclosed here. Additionally, the applicability and purpose descriptions of the existing Sub-processors Cloudflare, Inc., Good Data Corporation, and OpenAI, L.L.C. have been updated. For clarity, as before, OpenAI will be disabled by default until proactively enabled by the Subscriber.
View comment · Posted Sep 14, 2023 · Patrick Gutierrez
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Patrick Gutierrez commented,
September 13, 2023 - This Deletion Policy was revised to add Tymeshift Functionality.
View comment · Posted Sep 13, 2023 · Patrick Gutierrez
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Patrick Gutierrez commented,
September 13, 2023 - This Regional Data Hosting Policy was revised to add Tymeshift Functionality.
View comment · Posted Sep 13, 2023 · Patrick Gutierrez
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Patrick Gutierrez commented,
September 13, 2023 - These Supplemental Terms have been updated. For reference, a previous version of the Supplemental Terms is available above.
View comment · Posted Sep 13, 2023 · Patrick Gutierrez
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Patrick Gutierrez commented,
May 10, 2023 - These Supplemental Terms have been updated. For reference, a previous version of the Supplemental Terms is available above.
View comment · Posted May 10, 2023 · Patrick Gutierrez
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