Terrence
- Total activity 152
- Last activity
- Member since
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- Votes 20
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Activity overview
Latest activity by Terrence-
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...
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Terrence created an article,
Service Incident - August 19th, 2019 - Google Authentication Issues
SUMMARY On August 19, 2019 from 18:30 UTC to 20:27 UTC customers on all pods using Google Authentication were unable to authenticate successfully to Zendesk Support, Guide, Smooch, BIME, Connect, ...
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Terrence created an article,
Service Incident - July 25th, 2019 - Self-Serve Subscription Issues
SUMMARY On July 25th, 2019 from 08:15 UTC to 17:03 UTC customers were unable to purchase, edit, or cancel their Zendesk Subscription and Billing information across all pods. 17:26 UTC | 10:26 PT ...
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Terrence commented,
Hi Jonas and Q, With a custom script you could detect the user ID and delete the active session. https://developer.zendesk.com/rest_api/docs/support/sessions#delete-session Alternatively, visiting...
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Terrence created an article,
Service Incident - May 15th, 2019 - US East Connectivity Issues
Summary On May 15, 2019 from 21:26 UTC to 22:21 UTC some customers on the US east coast experienced connectivity issues when trying to access Zendesk. Timeline 22:44 UTC | 15:44 PT Customers in th...