Thomas Anderson

I'm having some issues with follow-up tickets from side conversations being created. I thought this was an automated system trigger, but maybe I'm missing something?

- Parent ticket is open

- Child ticket is closed

= A reply is sent from the side conversation

- But no follow up child ticket is created

Hi Greg,

Thanks for the quick reply!

I'm glad there's nothing obvious that I'm missing. I'm using the copy/paste feature of the asset library to avoid typos and I don't see any errors - although perhaps I don't know what I'm looking for. There are no pop-up errors certainly.

Hi all,

I'm having issues with this and must be missing something obvious (apologies, I'm no expert).

I've added what I believe is the correct code and linked my asset but when I hit preview no image is added.

Any idea what I'm missing?

I'm having trouble getting chats into our Zendesk to route to the departments I've created.

I've made sure that the organisations to be routed are tagged correctly so each of their associated users should, as I understand it, carry that tag and then activate the trigger (details below).

The department only contains agents within the CEE group, but at the moment all agents in active chat sessions see ALL chat requests... Where am I going wrong?

Thanks in advance!

Hi Beto,

Very helpful, thankyou 🙂

I don't see the "roles" option in my Admin Centre. Is this option unavailable to us in our Professional plan?

Hi! Some of my agents are unable to reply to side conversations started by another. I had assumed that this was an issue with permissions, and that the "contribute to side conversations" option was unchecked, but I can't find where to update this.

It looks like the layout of the Admin Centre has changed since this article was written?

So two questions:

1. Am I correct - are permissions the reason some of my agents cannot update an internal conversation created by another? Or is this normal?
2. If I can change this, where do I make the change?

Thanks in advance for any help you can give!

Hi,

It looks like the addition of this code has somehow affected the functionality of our Help Centre.

I'd pasted all code into our Copenhagen help centre as instructed, however, once in place the "add to conversation" button no longer works.

Once the code is deleted the button now works.

Could this be an effect of the recent Zendesk updates to Help Centre design?