Erik Lynch
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Total activity16
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Last activity
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Activity overview
Latest activity by Erik Lynch-
Erik Lynch created an article,
Service Incident - March 7th, 2021
SUMMARY 21:36 UTC | 13:36 PT We’re happy to report that the network connectivity issues impacting some customers on pod 15 have been resolved and latencies reduced to normal levels. Apologies for a...
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Erik Lynch created an article,
Service Incident - March 1st, 2021 - Pod 23 Ticket update and creation performance issues
SUMMARY On March 1st, 2021, from 17:00 UTC to 18:07 UTC, Zendesk experienced performance issues with Support ticket creation and updates in Pod 23. Timeline 18:35 UTC | 10:35 PT We're happy to rep...
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Erik Lynch created an article,
Do follow-up tickets send satisfaction surveys if the original ticket already sent one?
Question Do follow-up tickets send satisfaction requests to users if the original ticket already sent one? Answer If you use the default automation to request a satisfaction rating from your custom...
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Erik Lynch created an article,
How do I reach out to a customer on a specific web page?
Question How do I start a proactive chat with an end-user who has been on a specific page of my website for a certain amount of time? How can I provide customers with additional support on a critic...
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Erik Lynch created an article,
How can I send chats to people who visit my page more than once?
Question How do I send a "welcome back" message to a repeat customer? How do I reach out to an end user who is visiting my site again? Answer Use proactive Chat triggers to reach out to a returni...
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Erik Lynch created an article,
Department routing is not working correctly in chat
Issue Symptoms Department routing is set up in Chat but is not routing chats correctly. Chats are being routed to the wrong agents and wrong departments. Chats are routing to offline agents. Chats ...
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Erik Lynch created an article,
Why can't I edit the Subject of an open ticket?
Question Why can't I edit the Subject field of an open ticket? Answer The Subject field was deactivated in Ticket Fields, making it no longer editable in tickets. For instructions on how to reac...