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Isaiah Allekotte's Avatar

Isaiah Allekotte

Joined Jul 13, 2022

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Last activity Jun 06, 2024

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ACTIVITY OVERVIEW

Latest activity by Isaiah Allekotte

Isaiah Allekotte created an article,

ArticleHelp with bots and automation

Question

I want to collect the information from a user's bot interaction and save it within the ticket. How can the bot set ticket fields using bot builder

Answer

When the bot collects information from a user using the Ask for details step in bot builder, that information is temporarily stored as a variable. When the bot conversation is later transferred to an agent and becomes a ticket, those variables become permanently stored in ticket fields. Follow the steps below to ensure these variables are captured within the ticket fields.

To create this workflow

  1. Create the ticket fields to capture the information within the ticket.
    Note: This workflow is compatible with drop-down and text field types only.
  2. In bot builder, add the step Ask for details. Select the relevant ticket fields created in Step 1.
  3. Ensure your bot has the Transfer to agent step as the final step of the answer flow.
  4. When your flow is finished, select Publish bot.

Now the information collected in the Ask for details step will be stored as ticket fields when a ticket is created from a bot conversation.

For more information on bot answers, see the article: Building a bot using answers.

Edited May 20, 2024 · Isaiah Allekotte

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Isaiah Allekotte created an article,

ArticleHelp with settings and billing

Issue symptoms

When users are provisioned using a SAML single sign-on (SSO) system and change their password, they receive unexpected email notifications from Zendesk causing confusion.

Resolution steps

Some SAML providers have a setting for syncing passwords. When this setting is enabled and a user changes their SSO password, the password is also pushed to Zendesk to update the user's native Zendesk password. This update sends an email notification to the user from Zendesk. 

To resolve this issue

  • Disable the syncing passwords option within the SAML provisioning settings. This prevents the native Zendesk password from syncing with the SSO password. If needed, the user can reset their Zendesk password at any time. 
  • Suppress the email notifications
    • In Admin Center, open People > Configuration > End users to manage End-user settings.
    • In the Account emails section, deselect Also send a welcome e-mail when a new user is created by an agent or admin.
    • In Allow users to change their passwords, deselect this option.
Note: The email suppression option is recommended only if all users (staff members and end users) sign in to Zendesk with SSO only. 

For more information, see these articles:

Edited May 30, 2023 · Isaiah Allekotte

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Isaiah Allekotte created an article,

ArticleHelp with support and ticketing

Issue symptoms

I have a pre-filled ticket form so certain ticket fields are filled out automatically. When unauthenticated users click the link with the pre-filled URL parameters, they're prompted to sign in through SSO (single sign-on system). After signing in and returning to Zendesk, the extra parameters in the URL are removed and the ticket fields are not pre-filled. 

Resolution steps

The pre-filled ticket form is incompatible with unauthenticated users in help centers using SSO authentication. For this workflow, end users should sign in before using the pre-filled ticket form. 

For more information, see these articles:

Edited Apr 06, 2023 · Isaiah Allekotte

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