Terrence
- Total activity 159
- Last activity
- Member since
- Following 1 user
- Followed by 2 users
- Votes 22
- Subscriptions 94
Activity overview
Latest activity by Terrence-
Terrence created an article,
Can I offer Chat to visitors instead of Help Center content?
Question With Help Center deflection turned on in the Web Widget, a visitor must first search before being able to chat with an agent. Can I direct visitors directly to Chat instead of offering kno...
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Terrence created an article,
How can I route all calls to voicemail?
Question I would like to force all callers to my voicemail. How can I route all incoming calls to voicemail? Answer You can route all calls to voicemail by creating a dedicated voicemail group wi...
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Terrence created an article,
Service Incident - February 26th, 2020 - Pod 17 Side Conversations Issues
SUMMARY 19:06 UTC | 11:06 PT We’ve identified and updated a service causing loading issues for Side Conversations on Pod 17. The issue is now resolved. Please let us know if you experience additio...
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Terrence created an article,
Service Incident - February 24th, 2020 - Delays with Side Conversations messages
SUMMARY 18:01 UTC | 10:01 PT After monitoring the fix, we are happy to report that Side Conversations on Pod 18 is back to normal. Thank you for your patience. 17:46 UTC | 09:46 PT Side Conversati...
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Terrence created an article,
Service Incident - January 6th, 2020 - Chat sessions not generating Support tickets
SUMMARY 21:06 UTC | 13:06 PT At 19:13 UTC we identified that automatic Support ticket creation from Chat interactions was failing intermittently. This issue could have impacted any account with bo...
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Terrence created an article,
How to manually reactivate targets in Support
Issue Symptoms When successive target failures occur, app- or system-created targets are automatically deactivated. The edit option does not exist for this type of target. There is no way to manual...
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Terrence created an article,
Service Incident - October 1st, 2019 - Delayed Subscription Changes
SUMMARY On September 30, 2019, at 18:00 UTC to October 1st at 20:40 UTC, Zendesk customers across all Pods and Products may have experienced delays in processing subscription updates. Subscriptio...
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Terrence created an article,
Service Incident - September 30th, 2019 - Pod 13 Support, Guide, & Talk performance issues
Summary On September 30, 2019 from 18:44 UTC to 19:15 UTC customers on Zendesk Support, Guide & Talk on Pod 13 experienced dropped calls on Talk, slow load times and degraded performance in Support...
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Terrence commented,
Hi Mari, Thank for reaching out! At this time it is not possible to count inactive chats in an agents total assigned. We would typically recommend a workflow where agents are following up with cust...
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Terrence created an article,
Service Incident - August 20th, 2019 - SSO Login Errors
SUMMARY On August 20, 2019 from 20:12 UTC to 21:46 UTC Zendesk Support and Guide Agents logging into their accounts via SSO received an error and were unable to login. 22:51 UTC | 15:51 PT On 2019...