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Kristie Sweeney
Joined Jul 25, 2022
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Last activity Feb 06, 2025
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ACTIVITY OVERVIEW
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ACTIVITY OVERVIEW
Latest activity by Kristie Sweeney
Kristie Sweeney created an article,
Check out what's new in the last month:
- Support
- Accounts and billing
- Security
- People
- Messaging and AI agents
- Explore
- Talk
- Quality assurance
- New and notable
Also don't miss:
Support
- The similar tickets and merging suggestions features are now segmented by brand. This means an agent will see similar tickets and merging suggestions only for tickets in the same brand as the base ticket the agent is working on. See Finding tickets similar to the current ticket (EAP) and Merging related tickets based on suggestions.
-
Auto assist now has access to read certain ticket fields. This means you can write procedures in plain language referencing these ticket fields and auto assist will use this information to suggest the best responses. Auto assist can read the following ticket fields:
- Assignee email
- Brand
- Priority
- Requester email
- Requester name
- Status
- Subject
- Type
- Side conversations are available exclusively in the context panel for all users with side conversations and the Agent Workspace activated. Access to side conversations in the context panel is activated automatically. See Announcing consolidated access to side conversations in the context panel.
Accounts and billing
- Try out products and add-ons in a temporary sandbox environment that reflects your production account's configuration and data. Available to customers with Zendesk Suite Growth plans and above or Support Enterprise plans. Trial sandbox environments can be requested through Zendesk Customer Support or Zendesk Sales. See About Zendesk sandbox environments.
Security
-
Agents in custom roles can now be granted permission to manage potentially malicious attachments. Admins and agents with this permission can review the flagged attachments and override security measures that occur when the Zendesk malware scanner deems an attachment to be malicious. See Managing malicious attachments.
- Advanced encryption has been added to the Advanced Data Privacy and Protection add-on (ADPP). Advanced encryption is an enhancement to Zendesk's standard encryption and provides an additional layer of security for personally identifiable information (PII) within Zendesk by giving you control over your encryption keys. Specifically, with advanced encryption, you can encrypt user fields, such as name, alias, and signature, across Support, Guide, Talk, and Admin Center with keys stored in your key management system. See Setting up advanced encryption (ADPP add-on).
- Admins and agents in custom roles can create end-user deletion schedules, helping you manage your data storage and comply with global privacy legislation. End-user deletion schedules delete end users who haven't been active with your company for a certain period of time. See Creating end-user deletion schedules.
- Tickets are now automatically created for all comments on Facebook posts that aren't already associated with a ticket when using Zendesk's Facebook channel v2. See Migrating to Facebook channel v2.
People
-
Admins can manage team members' group membership in bulk instead of managing each individually on the Team members page. Additionally, admins can now view and filter team members by their group membership. See Viewing and managing team member group membership.
Messaging and AI agents
- Apple Messages for Business is back. Adding it to your Zendesk configuration lets your end users connect with both live agents and advanced AI agents through the Messages app on their Apple devices. See Adding and configuring the Apple Messages for Business channel.
-
A new Ticket Details tab on the Performance Overview dashboard shows the performance of advanced AI agents on the email channel. By providing you with insights into key automation metrics, this dashboard helps you report on the value of AI agent outcomes and make data-driven decisions to improve future efficiency. See Analyzing AI agents with the Performance Overview dashboard.
-
Instructions and custom tone of voice for advanced AI agents are now available. Instructions allow you to refine an AI agent's responses, such as including specific language, avoiding certain phrases, or ensuring key information is included in replies. Custom tone of voice allows you to define the type of language the AI agent uses when responding to customers. See Using instructions to influence AI agent responses and Customizing the persona and tone of voice for your AI agent.
Explore
- Zendesk is introducing a 90-day data retention limit for the Omnichannel: Agent daily state dataset in Explore starting April 21, 2025. This will improve report loading speeds and ensure the dataset's correct functioning. See Metrics and attributes for agent state and activity.
- Zendesk is introducing a 37-month data retention limit for Explore starting July 7, 2025. This is designed to provide a significant performance boost to reports with minimal negative impact on the overall reporting experience.
Talk
- Talk SIP-IN lines support Interactive Voice Response (IVR). With this release, SIP-IN lines can now use phone trees (IVR), enhancing call management beyond simple group routing. See Routing incoming calls with IVR.
Quality assurance
-
Custom phrase-match and improved Zendesk QA filter options for AutoQA categories and Spotlights. See Setting up autoscoring and Using Spotlights.
- Zendesk Talk Partner Edition offers a new pre-built telephony integration with Five9 that plugs directly into Zendesk QA. See Activating Voice QA with Zendesk Talk Partner Edition.
New and notable
- Are you using your Zendesk account to its full potential? We've published an article that you can use to appraise your account and help you get the best possible results from Zendesk. The article includes upgrade recommendations based on data from customers who have already successfully upgraded. See Appraising and increasing the effectiveness of your Zendesk account.
- The new Zendesk email design cookbook provides HTML recipes for customizing the look of emails sent from your account. Customizing the look of your email can help you enhance brand consistency and improve customer engagement.
- A new tutorial in the developer docs, Using audit logs to track account activity, shows you how to use the Audit Log API to monitor account setting changes within a specified date range, and retrieve information about the user responsible for those changes.
Edited Jan 31, 2025 · Kristie Sweeney
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Kristie Sweeney commented,
Hi Max! Thank you for letting us know about the incorrect information. I updated the article to state that if your domain is used in multiple Zendesk accounts, you must add a separate TXT record for each account.
View comment · Posted Jan 10, 2025 · Kristie Sweeney
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Kristie Sweeney created an article,
If you use conversation bots or third-party bots with Zendesk messaging, you can create deletion schedules to delete bot-only conversations.
Bot-only conversations are conversations that take place solely between an end user and your bot. Because these conversations are never escalated to an agent, a ticket is never created. To ensure compliance with the rules outlined in the General Data Protection Regulation (GDPR), admins and agents in custom roles can use deletion schedules to delete inactive bot-only conversations based on the schedule they set in Admin Center. It is recommended that one deletion schedule be activated to delete bot-only conversations after 30 days.
If the conversation has escalated to an agent at any point, admins can follow the process outlined in Deleting end users.
Creating deletion schedules for bot conversations
You can create up to ten deletion schedules, but only one schedule can be active.
To create a deletion schedule for bot conversations
- In Admin Center, click
Account in the sidebar, then select Security > Deletion schedules.
- Click Create deletion schedule > Bot conversations.
- Enter the Schedule name.
Use a consistent naming convention to help you recognize similar types of deletion schedules.
- (Optional) Enter a Description for your deletion schedule.
- For Last active, specify when the schedule should delete bot conversations based on when the conversation was last active. For example, to delete bot conversations that haven't had activity in 30 days, type 30 for Value and select Days in the Unit drop-down field.
- Click Create.
- Activate the deletion schedule.
Activating deletion schedules for bot conversations
Deletion schedules are inactive when you create them. You must activate a deletion schedule for it to start deleting bot conversations. Only one deletion schedule can be active at a time.
When you activate a new deletion schedule, there may be historical bot conversations to delete, so the schedule may take longer to run.
To activate a deletion schedule
- In Admin Center, click
Account in the sidebar, then select Security > Deletion schedules.
- Click the options menu icon (
) for the inactive schedule, then click Activate.
- In the confirmation dialog, select the checkboxes to confirm you understand that bot conversations will be deleted immediately and as scheduled moving forward.
- Click Activate deletion schedule.
Edited Dec 12, 2024 · Kristie Sweeney
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Kristie Sweeney commented,
Hi Bruno Gabriel James Molina prakash.sati - The rollout has been extended through December 12th. See Announcing Department Spaces for the latest info.
View comment · Posted Dec 02, 2024 · Kristie Sweeney
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Kristie Sweeney commented,
The rollout has been temporarily suspended to give more time for Zendesk customers to make changes. Rollout will resume January 7th and end Feb 7th.
View comment · Posted Nov 12, 2024 · Kristie Sweeney
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Kristie Sweeney created an article,
Deletion schedules allow admins and agents in custom roles with permission to create data retention policies by automatically deleting data in Zendesk. Deletion schedules help comply with privacy laws and are beneficial when managing data storage in your account.
- End-user deletion schedules delete inactive end users that meet certain conditions, such as those belonging to specific organizations or containing a specific tag on their profile.
- Ticket deletion schedules delete archived tickets after a specified period and can be configured to delete tickets by criteria such as brand, group, and custom fields.
- Deletion schedules for bot-only conversations allow you to delete conversations that take place only between an end user and your bot.
The Deletion schedules page in Admin Center provides a central place to manage deletion schedules.
Accessing the Deletion schedules page
You'll find the Deletion schedules page in Admin Center.
To access the Deletion schedules page
-
In Admin Center, click
Account in the sidebar, then select Security > Deletion schedules.
The Deletion schedules page opens.
Activating deletion schedules
Deletion schedules are inactive when you initially create them. You must activate deletion schedules for them to start deleting data.
One deletion schedule per type can be active at a time. If you have the Advanced Data Privacy and Protection add-on, up to 10 deletion schedules per type can be active.
To activate a deletion schedule
- In Admin Center, click
Account in the sidebar, then select Security > Deletion schedules.
- Click the options menu icon (
) for the schedule, then click Activate.
- In the confirmation dialog, select the checkboxes to confirm you understand what
data will be deleted immediately and as scheduled moving forward.
- Click Activate deletion schedule.
Editing and cloning deletion schedules
You can edit and clone deletion schedules. Cloning a deletion schedule creates a copy you can modify and use for other purposes.
To edit a deletion schedule
- In Admin Center, click
Account in the sidebar, then select Security > Deletion schedules.
- Click the options menu icon (
) for the schedule, then click Edit.
- Modify the schedule name, description, and conditions as needed.
- Click Save.
To clone a deletion schedule
- In Admin Center, click
Account in the sidebar, then select Security > Deletion schedules.
- Click the options menu icon (
) for the schedule, then click Clone.
A copy of the deletion schedule is created and automatically opened for editing.
- Modify the schedule name, description, and conditions as needed.
- Click Save.
Deactivating and deleting deletion schedules
If you no longer need a deletion schedule, you can deactivate or delete it.
If you want to use a deletion schedule again in the future but don't currently need it, then deactivate it. You can reactivate it at any time. Deleting a deletion schedule means that it's gone and can't be retrieved. Deletion schedules must be deactivated before they can be deleted.
To deactivate a deletion schedule
- In Admin Center, click
Account in the sidebar, then select Security > Deletion schedules.
- Click the options menu icon (
) for the schedule, then click Deactivate.
- Click Deactivate deletion schedule.
The status of the deletion schedule changes to Inactive.
To delete a deletion schedule
- In Admin Center, click
Account in the sidebar, then select Security > Deletion schedules.
- Click the options menu icon (
) for the schedule, then click Delete.
- Click Delete schedule.
Edited Jan 22, 2025 · Kristie Sweeney
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Kristie Sweeney commented,
New EAP for Support:
Microsoft Exchange Connector
The Microsoft Exchange Connector allows you to integrate your non-Zendesk email servers based on Microsoft Exchange directly into your Zendesk Support instance. This is ideal for Microsoft customers looking to connect their online Microsoft 365 or Exchange servers and leverage their Exchange/Outlook workflows.
Learn more about the Microsoft Exchange Connector EAP
View comment · Posted Oct 24, 2024 · Kristie Sweeney
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Kristie Sweeney created an article,
If your organization uses Zendesk to manage employee support requests, integrating the Workday sidebar app can significantly enhance your ticketing experience. The app allows agents to access essential employee data directly within Zendesk tickets, expediting ticket resolution and optimizing agent workflows.
About the Workday app for Zendesk Support
The Workday sidebar app integration with Zendesk enhances agents' efficiency by offering a read-only view of employee data directly within Zendesk tickets.
For example, an HR agent working on tickets related to policy questions can view information—such as the employee's position or employment status—without switching to Workday. Similarly, an IT agent assisting with a hardware purchase can reference an employee's address to determine where to send equipment.
Agents sign in to the app from the Apps panel () using their Workday credentials. After signing in, agents see the ticket requester's employee data in the sidebar of a ticket. The app displays the Workday employee worker record that matches the requester's email address.
While the app features predefined fields that cannot be customized, it ensures data security by displaying only information that agents can access in Workday.
Additionally, the app supports multiple Workday and Zendesk instances, ensuring flexibility for organizations with various configurations.
Installing and connecting the Workday app
Step 1: Create an OAuth client in Workday
Workday uses OAuth 2.0 for authorization, which requires setting up an OAuth 2.0 client in Workday. This allows Zendesk to obtain secure access to your data in Workday. You must be a Workday administrator to create an OAuth client.
After you save the OAuth configuration, Workday generates a Client ID and Client Secret. Save these securely, as they will be needed when creating the Workday configuration in Zendesk.
To set up an OAuth 2.0 client in Workday
- Log in to your Workday account as an administrator.
- In the Workday search bar, type Edit Tenant Setup - Security, then select the matching option from the search results list.
- Scroll down to the OAuth 2.0 Settings section and turn on the OAuth 2.0 configuration.
- Configure the API client:
- Search: Select Register API Client.
- Client Name: Enter a meaningful name for your client (example: "Zendesk sidebar app").
- Client Grant Type: Choose Authorization Code. See OAuth 2.0 Security Best Current Practice for more information about grant types.
-
Client Redirect URL: Enter
https://zis.zendesk.com/api/services/zis/connections/oauth/callback
- Assign the necessary API scopes (permissions) for the app to access Workday data. For example, include Workday API scopes like employee information (such as the Workday Human Resources API).
- Add
system
, as it is a required scope. - For security purposes, provide the app with only the minimally required permissions.
- Add
- Click Save.
- After saving, a new page appears. Workday generates values for the following fields, which will be required for connection, authentication, and token generation. Record these values and securely save them.
- Client ID
- Client Secret
- Token Endpoint URL
- Authorization Endpoint URL
Important: The Client Secret will be displayed only once. Copy and save it in a safe place, such as in a password manager.
Step 2: Install and connect the Workday app
The Workday sidebar app can be installed from the Zendesk Marketplace.
To install the Workday app
- In Admin Center, click
Apps and integrations in the sidebar, then select Apps > Zendesk Support apps.
- Click Marketplace.
- In the Keywords search box, type Workday to locate the Workday app.
- Click the Workday app, then click Install.
- Review the terms and conditions, then select the checkbox to accept.
You are directed to the Workday configuration page Admin Center.
- Complete the fields on the Workday configuration page.
- Integration name: Enter a name for the integration. If you are setting up multiple connections, give the integration a meaningful name, such as the company or brand name to which the connection applies.
- OAuth grant type: Select Authorization code or Client credentials. See OAuth 2.0 Security Best Current Practice for more information about grant types.
- Enter these values in their respective fields. These values were provided in Workday when you created the OAuth client in step 1.
- Client ID
- Client Secret
- Authorize URL
- Token URL
- Scopes
- Select the Built by Zendesk Terms of Use checkbox to confirm you agree to the terms of this integration.
- Click Next.
- Click Save.
The Workday app is connected and turned on for agents.
Turning off the Workday app
If you want to hide the Workday app from agents temporarily, you can turn it off. The app will no longer be visible to agents in the Apps panel.
To turn off the Workday app for agents
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations > Integrations.
- Click Workday in the list.
- If you have multiple connections set up, click the name of the Workday connection you want to turn off.
- Clear the Turn on Workday app for Zendesk Support checkbox.
- Click Save.
Disconnecting the Workday app
You can disconnect the Workday app if you no longer want to use it in your Zendesk account. The app will no longer be visible to agents in the Apps panel, and you'll have to create a new Workday configuration if you decide to use the app again.
To disconnect the Workday app
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations > Integrations.
- Click Workday in the list.
- If you have multiple connections set up, click the name of the Workday connection you want to disconnect.
- Click Actions, then click Disconnect from the drop-down menu.
- Click Disconnect in the confirmation message.
Edited Dec 03, 2024 · Kristie Sweeney
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Kristie Sweeney created an article,
- When two-factor authentication is turned on, Zendesk prompts team members for a passcode every time they sign in. The passcode is sent through a text message or authentication app.
- When two-factor authentication is turned off, Zendesk uses two-step verification. In this case, Zendesk prompts team members to enter a passcode when signing in from an unrecognized device. The passcode is sent to their primary email address.
However, there may be instances when team members lose access to their phone or email account and inadvertently lock themselves out of Zendesk because they can't retrieve their passcodes.
When a team member can't retrieve their passcodes, a Zendesk admin or the account owner must generate a recovery code to help them regain access to their account. Team members can't generate recovery codes for themselves.
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Click the team member's name.
- On the team member's profile, click the Account tab.
- Click Show recovery code.
- Copy the code and use a secure method to share it with the team member. Instruct them to enter the code in the Passcode field.
Edited Oct 17, 2024 · Kristie Sweeney
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Kristie Sweeney created an article,
Two-step verification (2SV) is a security protocol that enhances protection by requiring a passcode when signing in from a new or unrecognized device. It ensures that the credentials used are associated with a legitimate user.
Two-step verification is active for all accounts using the standard Zendesk sign-in (email and password) for team members. When signing in from a new device, team members are emailed a passcode, which they must use to complete the sign-in. If two-factor authentication is turned on or team members sign in with single sign-on (SSO), they aren’t prompted for a passcode.
If team members can't retrieve their passcode and can’t sign in to Zendesk, a Zendesk admin or account owner can generate a recovery code to help them regain access to their account.
Understanding how two-step verification works
For added security, Zendesk tracks the devices used to access your account using a
cookie named _zendesk_cookie
. The first time any team member signs
in using the standard Zendesk sign-in (email and password) and passcode, the
application stores the _zendesk_cookie
on the device.
Zendesk checks the _zendesk_cookie
when team members sign in. If the
_zendesk_cookie
doesn't exist or is invalid, Zendesk deems that
device as new and will prompt the agent for a passcode. If the cookie is valid, team
members who have signed in on the device before are not prompted for a passcode.
However, team members who haven’t signed in on the device are prompted for a
passcode.
Additionally, using incognito mode or clearing the browser cache and cookies can
cause Zendesk not to recognize the _zendesk_cookie
.
When using two-step verification, passcodes are sent to the team member’s primary email address listed in their Zendesk profile. Passcodes expire after five minutes and can only be used once. If team members enter an invalid or expired passcode, Zendesk emails them a new one.
Understanding the sign-in experience with two-step verification
This procedure illustrates the typical workflow when team members sign in to Zendesk from a new or unrecognized device.
- The team member signs in to their Zendesk account using their email and password
and clicks Sign in.
If Zendesk doesn’t recognize the device, the Two-step verification dialog will appear, instructing the team member to retrieve a passcode from their email.
- The team member checks their inbox for an email from Zendesk.
The email includes the subject Zendesk verification passcode and a passcode that’s valid for five minutes.
- The team member pastes the passcode into the Passcode field in the
Two-step verification dialog and clicks Verify.
If the team member enters an invalid or expired passcode, Zendesk automatically sends them another passcode instead of signing them in.
Edited Oct 17, 2024 · Kristie Sweeney
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