Sabra
-
Total activity356
-
Last activity
-
Member since
-
Following0 users
-
Followed by3 users
-
Votes0
-
Subscriptions178
Articles
Recent activity by Sabra-
My agent automatically gets assigned more tickets than their capacity allows
Issue symptoms Omnichannel routing is enabled on my account with capacity rules. When my agents go online, they automatically get assigned more tickets than their capacity allows. Why does this hap...
-
Error: Channel couldn't be added
Issue symptoms When adding a social messaging channel, such as Facebook Messenger or Instagram DM, I get the error Channel couldn't be added followed by additional error details. Resolution steps T...
-
Public Twitter mention did not create a ticket in Zendesk
Issue symptoms A public tweet containing your Twitter account's user name did not automatically create a ticket. Resolution steps Confirm that your Twitter channel in Zendesk is configured properly...
-
Service Incident - December 5, 2022 - Support & Guide | Pods 26 and 27 - Login and Loading issues
SUMMARY On December 05, 2022 from 19:34 UTC to 21:06 UTC, Support and Guide customers on Pods 26 and 27 experienced general login and Help Center loading issues. Timeline 20:31 UTC | 12:31 PT We ar...
-
Why are some users not correctly identified when they message in through WhatsApp?
Question When a user messages through WhatsApp they are not automatically associated with the existing user profile in Support that has the same email or phone number. Why are the users not correct...
-
Can I customize my help center's error page?
Question Is there a way to customize my help center's error page? Answer You can customize your help center's error page by going to your error_page.hbs template after clicking Edit code in your he...
-
Who is the current user when adding ticket comments using APIs?
Question We have business rules set up to fire based on the (current user) condition, but it is not firing when tickets are created and updated using the API. Who is the current user when adding ti...
-
Service Incident - August 29, 2022 - Talk | Pod 27 - Ticket creation issue
SUMMARY On August 29, 2022 from 16:00 to 16:58 UTC, Talk customers on Pod 27 experienced issues with ticket creation after placing calls in Talk. Timeline 16:53 UTC | 09:53 PT We are investigati...
-
Service Incident - August 30, 2022 - Support, Talk & Guide | Pod 19 - Degraded Services
SUMMARY On August 30, 2022 between 16:37 and 17:29 UTC, customers on Zendesk Support, Talk & Help Center (Guide) on Pod 19 experienced server errors and issues accessing Zendesk products. More spec...
-
Service Incident - August 30, 2022 - Support, Talk & Guide | Pod 19 - Degraded Services [continued]
SUMMARY On August 30, 2022 between 17:46 and 18:14 UTC, a few minutes after the systems were considered stable from the previous incident, customers on Zendesk Support, Talk & Help Center (Guide) o...