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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8222637022618-Why-am-I-seeing-end-user-on-my-report-when-I-already-added-a-filter-only-for-Agents-and-Admin",
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      "section_id": 4405303718810,
      "created_at": "2024-10-18T20:24:11Z",
      "updated_at": "2024-10-18T20:30:08Z",
      "name": "Why am I seeing end-user on my report when I already added a filter only for Agents and Admin?",
      "title": "Why am I seeing end-user on my report when I already added a filter only for Agents and Admin?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
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      "edited_at": "2024-10-18T20:30:07Z",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>I created a report to measure user activity and use a filter to display only Agents and Admins. Why am I still seeing end-user on the list?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>This happens when the end-user in question was a former agent or admin and downgraded to and end-user. User data such as past tickets in which they were the requester and or assignee are still intact once a user is downgraded to end-user. </p>\n<p>There's no existing attribute to filter a former agents and admins. As a workaround, you can use the <a href=\"https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets#topic_fsd_gw1_fv:~:text=Renamed%20set-,Set,-A%20set%20is\" target=\"_blank\" rel=\"noopener noreferrer\">Set functionality</a> to remove the end-user from your report to make it accurate. </p>\n<p>For more information, see this article: <a href=\"https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets\" target=\"_blank\" rel=\"noopener noreferrer\">Organizing values by groups and sets</a>.</p>",
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    {
      "id": 8218987232922,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8218987232922.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8218987232922-When-is-a-ticket-created-with-the-SunCo-API",
      "author_id": 4612723867290,
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      "section_id": 4405303730330,
      "created_at": "2024-10-18T07:54:46Z",
      "updated_at": "2024-10-18T07:56:57Z",
      "name": "When is a ticket created with the SunCo API?",
      "title": "When is a ticket created with the SunCo API?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
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      "edited_at": "2024-10-18T07:56:46Z",
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        "ab0",
        "ab0_support",
        "ab0_messaging"
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p class=\"p1\">When is the ticket for the conversation created in Zendesk?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p class=\"p1\">Tickets are created only after the user replies to a proactive message sent via the API. If a bot is active on the WhatsApp channel, the first reply may not create a ticket.</p>\n<p class=\"p1\">In this case, the bot responds first. A ticket is created only when the conversation reaches the <a href=\"https://support.zendesk.com/hc/en-us/articles/4408836323738-Understanding-the-step-types-for-bot-answers#topic_zqr_gwc_k4b\" target=\"_blank\" rel=\"noopener noreferrer\">transfer to agent</a> step.</p>\n<p>For more information, see this article: <a href=\"https://docs.smooch.io/guide/outbound-messaging/#how-to-send-a-notification\" target=\"_blank\" rel=\"noopener noreferrer\">How to send a notification.</a></p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8214777805082-Can-I-stop-agents-from-accessing-the-Talk-dashboard",
      "author_id": 1900815493044,
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      "section_id": 4405303736218,
      "created_at": "2024-10-17T15:07:14Z",
      "updated_at": "2024-10-18T10:24:14Z",
      "name": "Can I stop agents from accessing the Talk dashboard?",
      "title": "Can I stop agents from accessing the Talk dashboard?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
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      "edited_at": "2024-10-18T10:24:14Z",
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        "ab0_talk",
        "ab0_admin_center",
        "role_admin",
        "role_owner"
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>Can I stop agents from accessing the Talk dashboard?</p>\n<h2 id=\"h_01JADT4QXKJNY6VMGP1DSTMKS0\">Answer</h2>\n<p>Yes, you can restrict agents from accessing the Talk dashboard.</p>\n<p><strong>To prevent agents from accessing the Talk dashboard</strong></p>\n<ol>\n<li>In <strong>Admin Center</strong>, click <strong>People</strong> in the sidebar, then select <strong>Team</strong> &gt; <strong>Roles</strong>\n</li>\n<li>Select <strong>Staff</strong>\n</li>\n<li>Under the Analytics header, deselect <strong>View Talk dashboard</strong>\n</li>\n</ol>\n<p>For more information, see this article: <a href=\"https://support.zendesk.com/hc/en-us/articles/4408831823514-Analyzing-call-activity-with-the-Talk-dashboard\">Analyzing call activity with the Talk dashboard</a>.</p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8208064666778-WeChat-outbound-messages-are-not-delivered",
      "author_id": 5769521897882,
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      "section_id": 4405303730330,
      "created_at": "2024-10-16T13:46:09Z",
      "updated_at": "2024-10-18T13:39:31Z",
      "name": "WeChat outbound messages are not delivered",
      "title": "WeChat outbound messages are not delivered",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<h2 id=\"h_01HYBAYR3VJ6P4FCNVT2JZ5YYZ\">Issue symptoms</h2>\n<p>I connected an official WeChat account as part of the messaging social channels into my Zendesk account. Although I receive messages from my customers, the outbound messages display the error: <strong>Not delivered</strong>.</p>\n<p><img src=\"https://support.zendesk.com/hc/article_attachments/8220675797914\" alt=\"Not delivered2.png\"></p>\n<h2 id=\"h_01HYBAYR3VWVM2A947JCEFE60S\">Resolution steps</h2>\n<p>After you add WeChat, inbound messages may come through without issues. However, Zendesk Sunshine Conversations won't be able to call the API to send outbound messages back to WeChat if the WeChat account is not verified. To solve the issue, check that you have linked a <a href=\"https://walkthechat.com/wechat-official-account-simple-guide/#wechat-verification\" target=\"_blank\" rel=\"noopener noreferrer\">verified WeChat offical account</a>.</p>\n<p>For more information, see this article: <a href=\"https://support.zendesk.com/hc/en-us/articles/4408820034970-Adding-WeChat-social-messaging-channels\" target=\"_blank\" rel=\"noopener noreferrer\">Adding WeChat social messaging channels</a></p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8207850684698-Service-Incident-October-16th-2024",
      "author_id": 1263082148649,
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      "section_id": 4405298854426,
      "created_at": "2024-10-16T12:35:29Z",
      "updated_at": "2024-10-16T14:16:30Z",
      "name": "Service Incident - October 16th, 2024",
      "title": "Service Incident - October 16th, 2024",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<h3 class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>October 16, 2024 02:06 PM UTC | October 16, 2024 07:06 AM PT </strong><br>We are happy to report that email delays for inbound emails on Pod29 is now solved. Thank you for your patience.\nWe will publish a post-mortem on these events as soon as it is completed</p>\n<p class=\"p1\"><strong>October 16, 2024 01:45 PM UTC | October 16, 2024 06:45 AM PT </strong><br>We have observed some improvements in our logs concerning the service disruption affecting email delivery. After further investigation we believe these delays only impacted inbound emails. We are still investigating the issue and will provide an update as soon as we have confirmation.</p>\n<p class=\"p1\"><strong>October 16, 2024 01:27 PM UTC | October 16, 2024 06:27 AM PT </strong><br>We are actively working to resolve the service incident that is causing delays in email functionality. We will provide further updates as more information becomes available.</p>\n<p class=\"p1\"><strong>October 16, 2024 12:35 PM UTC | October 16, 2024 05:35 AM PT </strong><br>Our teams are investigating a delay in email processing which is impacting Zendesk accounts on pod29. We will provide more information as it is available.</p>\n</div>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<p class=\"p1\">TBD</p> <h4><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about your Zendesk, check out our <a href=\"https://status.zendesk.com\">system status page</a>. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>\n",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8207770590490-Accessing-and-viewing-the-Assignments-dashboard-in-Zendesk-QA",
      "author_id": 7404826698138,
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      "section_id": 7162457497114,
      "created_at": "2024-10-16T12:19:26Z",
      "updated_at": "2024-10-18T11:17:28Z",
      "name": "Accessing and viewing the Assignments dashboard in Zendesk QA",
      "title": "Accessing and viewing the Assignments dashboard in Zendesk QA",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<div class=\"body\">\n<div class=\"div docs-wmp-link\" style=\"text-align: right; font-size: 0.8em;\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" target=\"_blank\" rel=\"noopener\">What's my plan?</a></div>\n<p class=\"p\"><img id=\"topic-1__image_i3f_12l_bdc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_add_all.png\" alt=\"Available on all Suite plans with add-on\"><img id=\"topic-1__image_j3f_12l_bdc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_all_add.png\" alt=\"Available on all Support plans with add-on\"></p>\n<div class=\"p\">\n<div class=\"note fastpath\" style=\"margin-right: 0px;\">\n<span class=\"fastpathtitle\">Quick Look: </span> Zendesk QA &gt; Dashboard &gt; Assignments</div>\n</div>\n<p class=\"p\">The Zendesk QA Assignments dashboard provides an overview of review activity across your workspaces, assignments, and assignment cycles. It helps you compare review performance against established goals for both individual reviewers and groups.</p>\n<p class=\"p\">Additionally, the dashboard shows how often assignment conversations are replaced or removed by reviewers across their workspaces, assignments, and assignment cycles.</p>\n<p class=\"p\">You can use these insights to optimize the automated workflows of your assignments and ensure that your teams consistently meet quality review targets.</p>\n<p class=\"p\">Admins, account managers, and workspace managers can access the Assignments dashboard in Zendesk QA.</p>\n<p class=\"p\">This article contains the following topics:</p>\n<ul id=\"topic-1__ul_k5p_vcs_bdc\" class=\"ul\">\n<li class=\"li\"><a class=\"xref\" href=\"#accessing_assignments_dashboard\">Accessing the Assignments dashboard</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#filtering_assignments_dashboard\">Filtering the Assignments dashboard</a></li>\n</ul>\n<p class=\"p\">Related articles:</p>\n<ul id=\"topic-1__ul_l5p_vcs_bdc\" class=\"ul\">\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7043747327770\" target=\"_blank\" rel=\"noopener\">Setting up assignments in Zendesk QA</a></li>\n</ul>\n</div>\n<div id=\"accessing_assignments_dashboard\" class=\"topic nested1\" aria-labelledby=\"ariaid-title2\">\n<h2 id=\"ariaid-title2\" class=\"title topictitle2\">Accessing the Assignments dashboard</h2>\n<div class=\"body\">\n<p class=\"p\">The Assignments dashboard lists all workspaces containing at least one assignment.</p>\n<p class=\"p\"><strong class=\"ph b\">To access the Assignments dashboard</strong></p>\n<ol id=\"accessing_assignments_dashboard__ol_l4h_nfl_bdc\" class=\"ol\">\n<li class=\"li\">In Zendesk QA, click the <strong class=\"ph b\">Dashboard</strong> icon (<img id=\"accessing_assignments_dashboard__image_y42_cjq_tcc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_icon.png\" width=\"22\">) in the left sidebar.</li>\n<li class=\"li\">From the list of dashboards, select <strong class=\"ph b\">Assignments</strong>.\n<p class=\"p\"><img id=\"accessing_assignments_dashboard__image_a1n_2hr_bdc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments.png\" width=\"600\"></p>\n</li>\n<li class=\"li\">From this dashboard you can:\n<div class=\"p\">\n<ul id=\"accessing_assignments_dashboard__ul_v53_dhr_bdc\" class=\"ul\">\n<li class=\"li\">Track the number of assignment reviews made for specific reviewees.</li>\n<li class=\"li\">Monitor the number of replaced or removed assignment tickets by reviewer.</li>\n<li class=\"li\">Drill down into specific tickets that were replaced or removed.</li>\n<li class=\"li\">Track team-level goals and their completion percentages.</li>\n</ul>\n</div>\n</li>\n</ol>\n</div>\n</div>\n<div id=\"filtering_assignments_dashboard\" class=\"topic nested1\" aria-labelledby=\"ariaid-title3\">\n<h2 id=\"ariaid-title3\" class=\"title topictitle2\">Filtering the Assignments dashboard</h2>\n<div class=\"body\">\n<p class=\"p\">After accessing the Assignments dashboard, you can filter the data to analyze specific datasets and gain insights into review performance.</p>\n<p class=\"p\" dir=\"ltr\"><strong class=\"ph b\">To filter the Assignments dashboard</strong></p>\n<div class=\"p\">\n<ol id=\"filtering_assignments_dashboard__ol_x3q_gwr_bdc\" class=\"ol\">\n<li class=\"li\" dir=\"ltr\">From the <strong class=\"ph b\">Assignments</strong> dashboard, use the <strong class=\"ph b\">Workspace</strong> drop-down list to select a workspace.</li>\n<li class=\"li\" dir=\"ltr\">Choose an assigment from the <strong class=\"ph b\">Assignments</strong> drop-down list.</li>\n<li class=\"li\">From the <strong class=\"ph b\">Assignment cycle</strong> drop-down list, choose one or multiple cycles.\n<div class=\"p\">\n<div class=\"note attention\">\n<span class=\"attentiontitle\"></span> Under <strong class=\"ph b\">Last updated</strong>, you can see when the dashboard data was last updated (time is in UTC). Assignments, assignment cycles, assignment tickets, and assignment reviews are updated at least every 15 minutes. Dashboard data for workspaces and users is updated approximately every 1.5 hours.</div>\n</div>\n</li>\n<li class=\"li\">Click one of the following cards to analyze its data:\n<div class=\"p\">\n<ul id=\"filtering_assignments_dashboard__ul_w1d_ycs_bdc\" class=\"ul\">\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#goal_completion_card\">Goal completion</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#topic_unf_myr_bdc\">Reviewers</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#reviewees_card\">Reviewees</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#replaced_removed_conversations_card\">Replaced and removed conversations</a></li>\n</ul>\n</div>\n</li>\n</ol>\n</div>\n</div>\n</div>\n<div id=\"goal_completion_card\" class=\"topic nested1\" aria-labelledby=\"ariaid-title4\">\n<h3 id=\"ariaid-title4\" class=\"title topictitle2\">Goal completion card</h3>\n<div class=\"body\">\n<p class=\"p\">The Goal completion card displays metrics related to the completion of review goals, including:</p>\n<ul id=\"goal_completion_card__ul_m4h_nfl_bdc\" class=\"ul\">\n<li class=\"li\">Number of completed reviews</li>\n<li class=\"li\">Number of targeted reviews (team-level goal)</li>\n<li class=\"li\">Completion rate by assignment cycle</li>\n</ul>\n<p class=\"p\"><img id=\"goal_completion_card__image_knl_gll_bdc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_goal.png\" width=\"600\"></p>\n<div class=\"p\">\n<div class=\"note attention\">\n<span class=\"attentiontitle\"></span> <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7043747327770-Setting-up-assignments-in-Zendesk-QA#topic_g5y_dw1_cbc__section_qx1_nsc_tcc\" target=\"_blank\" rel=\"noopener\">Goals</a> are applicable only to individual reviewers who are assigned conversations from a shared pool. They do not apply to reviewers who can select conversations from this pool.</div>\n</div>\n<p class=\"p\">Clicking the number displayed under Reviews allows you to drill into goal completion data per conversation. Both the Review and Conversation IDs are hyperlinked for easy navigation to specific review conversations.</p>\n<p class=\"p\"><img id=\"goal_completion_card__image_f3m_zll_bdc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_goal_drill_down.png\" width=\"600\"></p>\n<p class=\"p\">You can also download the data into a CSV file.</p>\n</div>\n<div id=\"topic_unf_myr_bdc\" class=\"topic nested2\" aria-labelledby=\"ariaid-title5\">\n<h3 id=\"ariaid-title5\" class=\"title topictitle3\">Reviewers card</h3>\n<div class=\"body\">\n<p class=\"p\">The Reviewers card provides an overview of how many reviews each reviewer completed, whether they were assigned a goal, and their goal completion rate.</p>\n<p class=\"p\"><img id=\"topic_unf_myr_bdc__image_t1l_cds_bdc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_assignments_reviewers.png\" width=\"600\"></p>\n<p class=\"p\">If no value is displayed under Goal, it indicates that the reviewer was not assigned a goal.</p>\n<p class=\"p\">Click the number displayed under Reviews to drill down into the data and view the reviews and conversations.</p>\n</div>\n</div>\n</div>\n<div id=\"reviewees_card\" class=\"topic nested1\" aria-labelledby=\"ariaid-title6\">\n<h3 id=\"ariaid-title6\" class=\"title topictitle2\">Reviewees card</h3>\n<div class=\"body\">\n<p class=\"p\">The Reviewees card shows how many reviews each agent (or reviewee) completed in each assignment cycle.</p>\n<p class=\"p\"><img id=\"reviewees_card__image_d2n_gml_bdc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_reviewees.png\" width=\"600\"></p>\n<p class=\"p\">Click the number displayed under Reviews to drill down into the data and view the initial reviews and conversations.</p>\n</div>\n</div>\n<div id=\"replaced_removed_conversations_card\" class=\"topic nested1\" aria-labelledby=\"ariaid-title7\">\n<h3 id=\"ariaid-title7\" class=\"title topictitle2\">Replaced and removed conversations card</h3>\n<div class=\"body\">\n<p class=\"p\">The Replaced and Removed conversations card displays how many conversations were replaced or removed from their assigned shared pool by reviewers.</p>\n<p class=\"p\"><img id=\"replaced_removed_conversations_card__image_qws_3ml_bdc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_assignments_replaced_removed_conversations.png\" width=\"600\"></p>\n<p class=\"p\">Clicking the number of reviews under Replacements and Removals allows you to drill down into the reasons for each replacement or removal.</p>\n</div>\n</div>",
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      "updated_at": "2024-10-16T21:10:53Z",
      "name": "How can I receive support for custom scripts that use Zendesk APIs?",
      "title": "How can I receive support for custom scripts that use Zendesk APIs?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
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      "edited_at": "2024-10-16T21:10:53Z",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>I am using the Zendesk API in a custom script and seeing unexpected behaviors. Where can I find support?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>Zendesk Customer Support does not provide support for custom code that use API and third-party technologies. For support, you can do one of the following:</p>\n<ul>\n<li>Refer to the <a href=\"https://support.zendesk.com/hc/en-us/community/topics/1260801854210-Zendesk-APIs\" target=\"_blank\" rel=\"noopener noreferrer\">developer community</a>\n</li>\n<li>Use an AI chat bot such as ChatGPT</li>\n<li>Ask a <a href=\"https://www.zendesk.com/marketplace/partners/\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk partner</a>\n</li>\n<li>Use <a href=\"https://www.zendesk.com/customer-experience/professional-services/\" target=\"_blank\" rel=\"noopener noreferrer\">Professional services</a>\n</li>\n</ul>\n<p>For more information, see this article: <a href=\"https://developer.zendesk.com/api-reference/introduction/introduction/\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk API</a>.</p>",
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      "id": 8195769319962,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8195769319962.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8195769319962-Release-notes-through-2024-10-11",
      "author_id": 1263082309989,
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      "section_id": 4405298847002,
      "created_at": "2024-10-14T15:47:54Z",
      "updated_at": "2024-10-15T15:03:48Z",
      "name": "Release notes through 2024-10-11",
      "title": "Release notes through 2024-10-11",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-10-14T16:30:59Z",
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      "body": "<div class=\"note tip\">See our <a href=\"https://support.zendesk.com/hc/en-us/articles/6199645601946\" target=\"_blank\" rel=\"noopener noreferrer\">What's New</a> for an overview of what was released in the last month.</div>\n<p>This week's release notes include:</p>\n<ul>\n<li><a href=\"#h_01JA5VP54HXYGRV1R86DKCQ0FR\">Support</a></li>\n<li><a href=\"#h_01JA5X32TB1FHEG2FVPQHCA412\">Admin Center</a></li>\n<li><a href=\"#h_01JA5W6DPMYRMEEC75832G40JK\">Knowledge and AI agents</a></li>\n<li><a href=\"#h_01J2VFJ9MJ101NWFM9JE6VCNJY\">App Marketplace</a></li>\n<li><a href=\"#h_01JA5WDDYKSH59QTYKYD8HKPHQ\">Mobile SDKs</a></li>\n<li><a href=\"#h_01J51KPAYNDQ1JKPJMEX7JH47Q\">Products with no updates this week</a></li>\n</ul>\n<h2 id=\"h_01JA5VP54HXYGRV1R86DKCQ0FR\">Support</h2>\n<p><strong>New</strong></p>\n<ul>\n<li><span>We've improved the experience for deleting end users in bulk. This is now available in the Zendesk Agent Workspace. See <a href=\"https://support.zendesk.com/hc/en-us/articles/4408821737498\">Deleting end users</a>.</span></li>\n</ul>\n<p><strong>Fixed</strong></p>\n<ul>\n<li><span><span>Fixed an issue where the Organizations button appeared in the Agent Workspace despite access to the organizations list being denied.</span></span></li>\n</ul>\n<h2 id=\"h_01JA5X32TB1FHEG2FVPQHCA412\"><span><span>Admin Center</span></span></h2>\n<p><strong>New</strong></p>\n<ul>\n<li>Added <a href=\"https://support.zendesk.com/hc/en-us/articles/8096451021722-Announcing-OpenID-Connect-as-an-option-for-single-sign-on\">OpenID Connect</a><span> </span>as an option for signing in team members and end users via SSO.</li>\n</ul>\n<h2 id=\"h_01JA5W6DPMYRMEEC75832G40JK\">Knowledge and AI agents</h2>\n<p><strong>New</strong></p>\n<ul>\n<li>\n<p><a href=\"https://support.zendesk.com/hc/en-us/articles/7924047699738-Creating-and-managing-procedures-for-auto-assist\">Procedures for auto assist</a> <span>are instructions that tell auto assist how to advise an agent in solving a customer request.<span> </span></span></p>\n</li>\n<li>\n<p><a href=\"https://support.zendesk.com/hc/en-us/articles/6942763726106-Using-quick-answers-for-generative-search-in-tickets\">Quick answers for Agent Workspace</a> <span>provide AI-generated answers to the searches that agents perform within the knowledge section of the context panel.</span></p>\n</li>\n<li>Several minor updates to reflect the latest in branding and terminology and incorporate the advanced AI agent (Ultimate) product \n<ul>\n<li>AI agents menu item added to the Zendesk product tray, which links to the Admin Center AI agents landing page (Channels &gt; AI agents and automation &gt; AI agents)</li>\n<li>AI agents (Ultimate) tile added to the AI agents landing page with a modal pop-up to learn more or to link to the Ultimate.ai dashboard if your account has Ultimate provisioned</li>\n<li>Content updates (including URL, breadcrumb, page title, and content) to reflect “AI agent” terminology, formerly “bots”<span></span>\n</li>\n</ul>\n</li>\n</ul>\n<p><strong>Fixed</strong></p>\n<ul>\n<li>We’ve refined the logic for the 'Any' and 'All' conditions in workstreams to enhance the overall user experience. This update aims to improve clarity and ensure more predictable results when setting up your workstreams. The logic is now:</li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Includes in Meet ALL: All specified values must be present.</li>\n<li>Not Includes in Meet ALL: All specified values must be absent.</li>\n<li>Includes in Meet ANY: At least one specified value must be present.</li>\n<li>Not Includes in Meet ANY: At least one specified value must be absent.</li>\n</ul>\n</li>\n</ul>\n<h2 id=\"h_01J2VFJ9MJ101NWFM9JE6VCNJY\">App Marketplace</h2>\n<div>\n<div><strong>New</strong></div>\n<ul>\n<li>Ticket Auto Merge by DataFox Labs <strong>(Support) (paid)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1074361/ticket-auto-merge-by-datafox-labs/\">Ticket Auto Merge by DataFox Labs</a><span> </span>automatically detects and merges duplicate Zendesk tickets without agent intervention.  Merge tickets from the same requester using your own custom conditions.  Configure the criteria to match your setup<span><span> </span>and create as many rules as you want.  Define filters to exclude specific tickets from merging.</span>\n</li>\n</ul>\n</li>\n<li>AutoSmartDialer <strong>(Support)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1072559/autosmartdialer/\">AutoSmartDialer</a><span> </span>is a tailored outbound calling solution for Amazon Connect. It seamlessly integrates with local SIP trunks, offering efficient and versatile call dialing. This app streamlines communication processes and boosts customer service quality and efficiency.  AutoSmartDialer can identify and extract customer phone numbers from Zendesk Support, preparing them for outbound calls. This feature eliminates your customer service team's need for manual number entry. </li>\n</ul>\n</li>\n<li>Confirm Ticket Submission <strong>(Support) (paid)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1074632/confirm-ticket-submission/\">Confirm Ticket Submission</a><span> </span>runs discreetly in the ticket sidebar, prompting agents to verify ticket details before submission. It enhances accuracy without being visible or interruptive.  The app displays changes to the ticket, adds a confirmation prompt, has a built-in countdown timer, and can auto-cancel a ticket submission on timer expiry.</li>\n</ul>\n</li>\n<li>Team Relay<span> <strong>(Support) (Sell)</strong></span>\n<ul>\n<li><span>Team Relay for<span> </span><a href=\"https://www.zendesk.com/marketplace/apps/support/1068202/team-relay/\">Support</a><span> </span>and<span> </span><a href=\"https://www.zendesk.com/marketplace/apps/sell/1068202/team-relay/\">Sell</a><span> </span>helps you reach your Zendesk team members by sending messages to specific users or groups via a top bar app.  The app provides instant notifications for your team members, which will blink when they have unread messages.  You can pin messages of high importance, set an expiry time so messages will disappear, and read reports on who has read the message.  </span></li>\n</ul>\n</li>\n<li>\n<span>Auto Timer by Saasly <strong>(Support) (paid)</strong></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1071881/auto-timer-by-saasly/\"><span>Auto Timer by Saasly</span></a><span> </span>tracks the exact time agents spend on tickets. The app lets you customize the start and stop statuses for the timer to align with your business workflow. For example, you can configure it to start the timer when a ticket is marked as ‘open’ or ‘pending’. This ensures that whenever an agent updates the ticket status to one of these options, the timer automatically begins. </li>\n</ul>\n</li>\n<li>\n<span>PP Self Service Portal <strong>(Support)</strong></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1067201/pp-self-service-portal/\"><span>PP Self Service Portal</span></a><span> </span>helps you manage your Zendesk Subscription easily as a Premium Plus customer.  View all your Zendesk billing information, request user additions, account upgrades, or downgrades, and contact the Premium Plus support team via chat.   </li>\n</ul>\n</li>\n<li>\n<span>Nixo 128 <strong>(Theme)</strong></span><span></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/themes/281/nixo-128/\"><span>Nixo 128</span></a><span> </span><span> </span>is an exceptional Zendesk theme featuring a sleek, eye-catching design and many useful features. It offers customizable block and category layouts on the homepage, encouraging user engagement. You can effortlessly tailor these elements to fit your brand—no coding required—making it fast and simple to launch a help center your customers will love.</li>\n</ul>\n</li>\n</ul>\n<h2 id=\"h_01JA5WDDYKSH59QTYKYD8HKPHQ\">Mobile SDKs</h2>\n<h3 id=\"h_01JA5WE48SEMNSHY0WDXE6F9PC\">iOS</h3>\n<p><strong>New</strong></p>\n<ul>\n<li>Support for iOS 18. The SDK is now completely compatible with iOS 18, aligning with Apple's recent updates and functionality.</li>\n<li>Support for Multi-conversations feature, which will launch in October 2024. This new feature will allow your end users to seamlessly manage multiple ongoing conversations with your business simultaneously.</li>\n<li>Capability to natively open all supported file types in our mobile SDKs, eliminating the need to switch to a web browser.</li>\n</ul>\n<p><strong>Fixed</strong></p>\n<ul>\n<li>Resolved crashes occurring on the `Observable` object.</li>\n<li>Fixed an issue to ensure links in the message bubble support dynamic type font.</li>\n</ul>\n<h3 id=\"h_01JA5WF4DQENMEM4WCR727EPZ0\">Android</h3>\n<p><strong>New</strong></p>\n<ul>\n<li>Support for Multi-conversations feature, which will launch in October 2024. This new feature will allow your end users to seamlessly manage multiple ongoing conversations with your business simultaneously.</li>\n</ul>\n<p><strong>Fixed</strong></p>\n<ul>\n<li>Fixed an issue where ConnectivityObserver was not handling exceptions that could be thrown by the ConnectivityManager. </li>\n<li>Action buttons in messages now support URI links beyond URLs, such as “tel:” for calls or “mailto:” for emails.</li>\n</ul>\n</div>\n<h2 id=\"h_01J51KPAYNDQ1JKPJMEX7JH47Q\">Products with no updates this week</h2>\n<ul>\n<li>Talk</li>\n<li>Explore</li>\n<li>Guide and machine learning</li>\n<li>Chat and messaging</li>\n<li>Zendesk QA</li>\n</ul>",
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      "id": 8195675832986,
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8195675832986-Service-Incident-October-14th-2024",
      "author_id": 1263082084489,
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      "section_id": 4405298854426,
      "created_at": "2024-10-14T15:26:26Z",
      "updated_at": "2024-10-14T16:30:33Z",
      "name": "Service Incident - October 14th, 2024",
      "title": "Service Incident - October 14th, 2024",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
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      "body": "<h3 class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>October 14, 2024 04:17 PM UTC | October 14, 2024 09:17 AM PT </strong><br>We are happy to report that we have resolved the issue affecting Explore customers in the Americas, causing \"download failed\" errors when attempting to export or schedule dashboards and reports. Thank you for your patience during our investigation.</p>\n<p class=\"p1\"><strong>October 14, 2024 04:01 PM UTC | October 14, 2024 09:01 AM PT </strong><br>We have found a root cause for the issue affecting US Explore customers causing \"download failed\" errors when attempting to download or schedule dashboards or reports; however, there is a backlog of requests that need to be processed and some delays may be experienced. We will monitor to ensure full resolution. Please let us know if you continue to experience any issues.</p>\n<p class=\"p1\"><strong>October 14, 2024 03:40 PM UTC | October 14, 2024 08:40 AM PT </strong><br>We have confirmed an issue affecting US Explore customers causing \"download failed\" errors when attempting to download or schedule dashboards or reports. Our team is investigating and we will post further updates in the next 30 minutes.</p>\n<p class=\"p1\"><strong>October 14, 2024 03:26 PM UTC | October 14, 2024 08:26 AM PT </strong><br>We are receiving reports of \"download failed\" errors for US Explore customers when attempting to download or schedule dashboards or reports. We will post additional information shortly.</p>\n</div>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<p class=\"p1\">TBD</p> <h4><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about your Zendesk, check out our <a href=\"https://status.zendesk.com\">system status page</a>. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>\n",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8195486407706-Understanding-multi-conversations-for-messaging",
      "author_id": 1263082050629,
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      "section_id": 4405298882330,
      "created_at": "2024-10-14T14:48:19Z",
      "updated_at": "2024-10-18T15:16:39Z",
      "name": "Understanding multi-conversations for messaging",
      "title": "Understanding multi-conversations for messaging",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
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      "edited_at": "2024-10-15T00:09:51Z",
      "user_segment_id": null,
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      "label_names": [
        "messaging",
        "ios",
        "web widget",
        "conversation",
        "enable",
        "disable",
        "sdk",
        "mobile",
        "android",
        "multi-conversation"
      ],
      "body": "<div class=\"body\">\n<p class=\"p\"><img id=\"understanding_multi-conversations__image_dhd_spz_pzb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png\" alt=\"Available on all Suite plans\"></p>\n<p class=\"p\">Multi-conversations let your end users conduct multiple messaging conversations simultaneously in your Web Widget or mobile app, providing faster resolutions to their support issues and a more satisfying customer experience.</p>\n<p class=\"p\">See <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8008427696410\" target=\"_blank\" rel=\"noopener\">Allowing multiple messaging conversations </a>for information about setting up this feature.</p>\n<p class=\"p\">See <a class=\"xref\" href=\"https://developer.zendesk.com/documentation/conversations/configuring-multi-conversations/\" target=\"_blank\" rel=\"noopener\">Configuring multi-conversations</a> for developer information about this feature.</p>\n<p class=\"p\">This article includes the following topics:</p>\n<div class=\"p\">\n<ul id=\"understanding_multi-conversations__ul_j4g_cmy_1dc\" class=\"ul\">\n<li class=\"li\"><a class=\"xref\" href=\"#topic_jft_cmy_1dc\">About multi-conversations</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_cmk_dmy_1dc\">Understanding the end-user experience</a></li>\n</ul>\n</div>\n</div>\n<div id=\"topic_jft_cmy_1dc\" class=\"topic nested1\" aria-labelledby=\"ariaid-title2\">\n<h2 id=\"ariaid-title2\" class=\"title topictitle2\">About multi-conversations</h2>\n<div class=\"body\">\n<p class=\"p\">This topic includes the following sections:</p>\n<div class=\"p\">\n<ul id=\"topic_jft_cmy_1dc__ul_vtj_fmy_1dc\" class=\"ul\">\n<li class=\"li\"><a class=\"xref\" href=\"#topic_lbc_hmy_1dc\">Considerations when turning on multi-conversations</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_lmh_hmy_1dc\">Requirements and limitations</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_epm_hmy_1dc\">Impact on the agent experience</a></li>\n</ul>\n</div>\n</div>\n<div id=\"topic_lbc_hmy_1dc\" class=\"topic nested2\" aria-labelledby=\"ariaid-title3\">\n<h3 id=\"ariaid-title3\" class=\"title topictitle3\">Considerations when turning on multi-conversations</h3>\n<div class=\"body\">\n<div class=\"p\">\n<div class=\"note important\">\n<span class=\"importanttitle\">Important:</span> Turning on multi-conversations changes the end-user experience. These updates can’t be rolled back.</div>\n</div>\n<p class=\"p\">Before activating multi-conversations for your account, consider the following:</p>\n<ul id=\"topic_lbc_hmy_1dc__ul_qtx_nmy_1dc\" class=\"ul\">\n<li class=\"li\">\n<strong class=\"ph b\">All web, iOS, and Android messaging channels are updated when you turn on multi-conversations for any messaging channel.</strong> Channels not selected to display the New conversation button will perform as described in <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8008427696410#topic_nwd_wjy_1dc\" target=\"_blank\" rel=\"noopener\">Removing the New conversation button</a>. We recommend turning on multi-conversations for all available messaging channels to align the end-user experience.</li>\n<li class=\"li\">\n<strong class=\"ph b\">You can't fully revert to the single conversation experience for end users after you turn on the feature.</strong> You can prevent end users from starting additional conversations by <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8008427696410#topic_nwd_wjy_1dc\" target=\"_blank\" rel=\"noopener\">removing the New conversation button</a>, but <em class=\"ph i\">end users will continue to have access to all conversations in the conversations list</em>. End users can raise new issues by continuing any conversation in the conversations list.</li>\n<li class=\"li\">\n<strong class=\"ph b\">Merging authenticated users will no longer combine conversations into a single history.</strong> By default, before turning on multi-conversations, authenticating an end user <em class=\"ph i\">after</em> starting a messaging conversation merges that end user with the matching authenticated user profile, and conversations under the authenticated user profile are combined into a single conversation history. When you turn on multi-conversations, authenticating an end user after starting a messaging conversation still merges them with the authenticated user profile. However, the conversation isn’t merged with prior conversations. This change is irreversible. If you are <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4411666638746\" target=\"_blank\" rel=\"noopener\">authenticating your end users</a> you should work with your developers to ensure the authentication occurs before starting messaging conversations. Delaying authentication may result in duplicate tickets for the same issue. See <a class=\"xref\" href=\"https://developer.zendesk.com/documentation/conversations/configuring-multi-conversations/\" target=\"_blank\" rel=\"noopener\">Configuring multi-conversations</a> for more information.</li>\n</ul>\n</div>\n</div>\n<div id=\"topic_lmh_hmy_1dc\" class=\"topic nested2\" aria-labelledby=\"ariaid-title4\">\n<h3 id=\"ariaid-title4\" class=\"title topictitle3\">Requirements and limitations</h3>\n<div class=\"body\">\n<div class=\"p\">Multi-conversations are available on accounts that meet the following requirements:\n<ul id=\"topic_lmh_hmy_1dc__ul_qt2_smy_1dc\" class=\"ul\">\n<li class=\"li\">Messaging is turned on.</li>\n<li class=\"li\">Your account must be using the <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6041628932250\" target=\"_blank\" rel=\"noopener\">Omnichannel Backend (OCB)</a>.</li>\n<li class=\"li\">Zendesk iOS or Android SDK version 2.10.0 or later is required for multi-conversations. For the best user experience, version 2.25.0 or later is recommended.</li>\n<li class=\"li\">Older SDK versions do not support this feature and will default to a single conversation experience.</li>\n</ul>\n</div>\n<p class=\"p\">Currently, multi-conversations have the following functionality limitations:</p>\n<ul id=\"topic_lmh_hmy_1dc__ul_rt2_smy_1dc\" class=\"ul\">\n<li class=\"li\">Zendesk Unity SDK and social messaging channels connected to your account do not support multi-conversations.</li>\n<li class=\"li\">V1 SunCo APIs do not support multi-conversation.</li>\n<li class=\"li\">Social channel linking (allowing an end user to move the conversation from the Web Widget to a social channel) is only available for the first conversation started by the end user. End users can’t continue subsequent conversations on social channels.</li>\n</ul>\n<p class=\"p\">See our <a class=\"xref\" href=\"https://developer.zendesk.com/documentation/conversations/configuring-multi-conversations/\" target=\"_blank\" rel=\"noopener\">Developer documentation</a> for more information, including additional Sunshine Conversations API capabilities and limitations.</p>\n</div>\n</div>\n<div id=\"topic_epm_hmy_1dc\" class=\"topic nested2\" aria-labelledby=\"ariaid-title5\">\n<h3 id=\"ariaid-title5\" class=\"title topictitle3\">Impact on the agent experience</h3>\n<div class=\"body\">\n<p class=\"p\">In Agent Workspace, your agents likely support more than one conversation simultaneously. In this sense, turning on multi-conversations does not impact how they work with and view incoming conversations.</p>\n<p class=\"p\">Even though each new conversation created by an end user and handed off to an agent results in a new ticket, agent interaction with these tickets and end-user profiles in Agent Workspace remains unchanged.</p>\n</div>\n</div>\n</div>\n<div id=\"topic_cmk_dmy_1dc\" class=\"topic nested1\" aria-labelledby=\"ariaid-title6\">\n<h2 id=\"ariaid-title6\" class=\"title topictitle2\">Understanding the end-user experience</h2>\n<div class=\"body\">\n<p class=\"p\">Multi-conversations will significantly impact how end users interact with your web or mobile conversation widget.</p>\n<p class=\"p\">In the mobile and Web Widget channels, your <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408824263578\" target=\"_blank\" rel=\"noopener\">messaging bot behavior</a> runs when an end user starts a new conversation.</p>\n<p class=\"p\">This topic includes the following sections:</p>\n<div class=\"p\">\n<ul id=\"topic_cmk_dmy_1dc__ul_i2x_fqy_1dc\" class=\"ul\">\n<li class=\"li\"><a class=\"xref\" href=\"#topic_c5z_pny_1dc\">Changes to the mobile experience</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_rpg_qny_1dc\">Changes to the Web Widget experience</a></li>\n</ul>\n</div>\n</div>\n<div id=\"topic_c5z_pny_1dc\" class=\"topic nested2\" aria-labelledby=\"ariaid-title7\">\n<h3 id=\"ariaid-title7\" class=\"title topictitle3\">Changes to the mobile experience</h3>\n<div class=\"body\">\n<p class=\"p\">If you offer messaging support through your mobile app, end users will see several changes in their UI.</p>\n</div>\n<div id=\"topic_pvc_tny_1dc\" class=\"topic nested3\" aria-labelledby=\"ariaid-title8\">\n<h4 id=\"ariaid-title8\" class=\"title topictitle4\">The conversation list screen</h4>\n<div class=\"body\">\n<p class=\"p\">This screen displays a list of the end user’s conversations. All conversations appear in the list, regardless of <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4892092747162\" target=\"_blank\" rel=\"noopener\">ticket</a> or <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8009788438042\" target=\"_blank\" rel=\"noopener\">messaging session</a> status. Conversations are listed in descending order based on the time of the latest message in each conversation.</p>\n<p class=\"p\"><img id=\"topic_pvc_tny_1dc__image_hby_g4y_1dc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/multi-convos_list-mobile.png\" width=\"200\"></p>\n<p class=\"p\">Each conversation in the list includes the following information:</p>\n<ul id=\"topic_pvc_tny_1dc__ul_ixy_h4y_1dc\" class=\"ul\">\n<li class=\"li\">\n<strong class=\"ph b\">The title of the conversation</strong>.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The profile picture of the agent</strong> who sent the latest message in the conversation. Your <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6447066520986\" target=\"_blank\" rel=\"noopener\">bot avatar</a> is displayed if an agent hasn’t responded to the conversation. The default agent image is displayed if the agent doesn’t have a profile picture.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The beginning of the latest message in the conversation</strong>. The agent’s username precedes the message if the agent submitted the most recent comment, or “You” if the end user submitted the most recent comment. The content of the message appears in bold if the end user has not read the latest message.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The timestamp</strong> of the latest message in the conversation.</li>\n<li class=\"li\">\n<strong class=\"ph b\">A badge counter </strong>for unread messages.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The New conversation button</strong>. Tapping this button navigates the end user to the conversations screen and creates a new conversation. The button doesn’t appear if you have <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8008427696410#topic_nwd_wjy_1dc\" target=\"_blank\" rel=\"noopener\">removed the New conversation button</a>. In this case, end users can’t create a new, separate conversation but can continue to raise support issues in any pre-existing conversation.</li>\n</ul>\n</div>\n</div>\n<div id=\"topic_z4n_tny_1dc\" class=\"topic nested3\" aria-labelledby=\"ariaid-title9\">\n<h4 id=\"ariaid-title9\" class=\"title topictitle4\">The conversation screen</h4>\n<div class=\"body\">\n<p class=\"p\">When you turn on multi-conversations, the header on the conversation screen includes the following features:</p>\n<ul id=\"topic_z4n_tny_1dc__ul_h42_z4y_1dc\" class=\"ul\">\n<li class=\"li\">\n<strong class=\"ph b\">The conversation title</strong>, by default the start date/time of the conversation.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The profile picture for the agent </strong>who sent the most recent message in the conversation.</li>\n<li class=\"li\">\n<strong class=\"ph b\" style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\">A back button </strong><span style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\">that navigates to the previous screen.</span>\n</li>\n</ul>\n<div class=\"p\">See <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408834810394#topic_kzg_ync_gnb\" target=\"_blank\" rel=\"noopener\">Customizing and configuring the Zendesk mobile SDKs</a> for information on setting these features.\n<div class=\"note note\">\n<span class=\"notetitle\">Note:</span> Use the SunCo API to <a class=\"xref\" href=\"https://developer.zendesk.com/documentation/conversations/configuring-multi-conversations/\" target=\"_blank\" rel=\"noopener\">manage conversation titles and visual elements</a>.</div>\n</div>\n</div>\n</div>\n<div id=\"topic_smw_tny_1dc\" class=\"topic nested3\" aria-labelledby=\"ariaid-title10\">\n<h4 id=\"ariaid-title10\" class=\"title topictitle4\">The launcher button</h4>\n<div class=\"body\">\n<p class=\"p\">When the end user taps the launcher button to open the widget, its behavior depends on their pre-existing conversations.</p>\n<ul id=\"topic_smw_tny_1dc__ul_rfm_dpy_1dc\" class=\"ul\">\n<li class=\"li\">\n<strong class=\"ph b\">If there are no pre-existing conversations</strong>, a new conversation opens on the conversation screen.\n<p class=\"p\"><strong class=\"ph b\">If there are one or more pre-existing conversations</strong>, the conversation list screen opens. The end user can select the conversation they want to continue or start a new conversation by tapping the New conversation button.</p>\n</li>\n</ul>\n<div class=\"p\">\n<div class=\"note note\">\n<span class=\"notetitle\">Note:</span> If you have <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8008427696410#topic_nwd_wjy_1dc\" target=\"_blank\" rel=\"noopener\">removed the New conversation button</a>, end users with only one conversation will navigate to the <a class=\"xref\" href=\"#topic_z4n_tny_1dc\">Conversation screen</a>, where their conversation is displayed.</div>\n</div>\n</div>\n</div>\n<div id=\"topic_pj3_5ny_1dc\" class=\"topic nested3\" aria-labelledby=\"ariaid-title11\">\n<h4 id=\"ariaid-title11\" class=\"title topictitle4\">Push notifications</h4>\n<div class=\"body\">\n<p class=\"p\">When a new message is added to a conversation, the user receives a <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408834810394#topic_ic5_dsq_gnb\" target=\"_blank\" rel=\"noopener\">push notification</a> on their mobile device. Tapping the notification takes them to the Conversation screen, with the updated conversation open.</p>\n<p class=\"p\">Notifications can be received when the end user:</p>\n<div class=\"p\">\n<ul id=\"topic_pj3_5ny_1dc__ul_ads_hpy_1dc\" class=\"ul\">\n<li class=\"li\">Is viewing another conversation in the app.</li>\n<li class=\"li\">Is viewing another screen in the app.</li>\n<li class=\"li\">Is not currently in the app (depending on how their notifications are configured</li>\n</ul>\n</div>\n<p class=\"p\">However, new message notifications aren’t displayed if the end user is viewing the Conversation list. Instead, the newly updated conversation moves to the top of the list, and the new message is highlighted.</p>\n</div>\n</div>\n</div>\n<div id=\"topic_rpg_qny_1dc\" class=\"topic nested2\" aria-labelledby=\"ariaid-title12\">\n<h3 id=\"ariaid-title12\" class=\"title topictitle3\">Changes to the Web Widget experience</h3>\n<div class=\"body\">\n<p class=\"p\">If you offer messaging support through the Web Widget, your end users will see several changes in their UI.</p>\n</div>\n<div id=\"topic_hk4_5ny_1dc\" class=\"topic nested3\" aria-labelledby=\"ariaid-title13\">\n<h4 id=\"ariaid-title13\" class=\"title topictitle4\">Conversations list</h4>\n<div class=\"body\">\n<p class=\"p\">When the end user clicks the launcher button, the Web Widget displays a list of the end user’s existing conversations. Conversations are listed in descending order based on the time of the latest message in each conversation. End users can click a conversation to open it in the Web Widget.</p>\n<p class=\"p\"><img id=\"topic_hk4_5ny_1dc__image_kb2_lpy_1dc\" class=\"image\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/multi-convos_list-web_widget.png\" width=\"200\"></p>\n<p class=\"p\">Each conversation in the list includes the following information:</p>\n<ul id=\"topic_hk4_5ny_1dc__ul_r32_mpy_1dc\" class=\"ul\">\n<li class=\"li\">\n<strong class=\"ph b\">The title of the conversation</strong>.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The avatar of the agent</strong> who sent the latest message in the conversation. Your bot avatar is displayed if an agent hasn’t responded to the conversation. The default agent image is displayed if the agent doesn’t have an avatar.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The beginning of the latest message in the conversation</strong>. The agent’s username precedes the message if the agent submitted the most recent comment, or “You” if the end user submitted the most recent comment. The content of the message appears in bold if the end user has not read the latest message.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The timestamp</strong> of the latest message in the conversation.</li>\n<li class=\"li\">\n<strong class=\"ph b\">A badge counter </strong>for unread messages.\n<p class=\"p\"><strong class=\"ph b\">The New conversation button</strong>. Clicking this button navigates the end user to the conversation screen and creates a new conversation. The button doesn’t appear if you have <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8008427696410#topic_nwd_wjy_1dc\" target=\"_blank\" rel=\"noopener\">removed the New conversation button</a>. In this case end users can’t create a new, separate conversation but can continue to raise support issues in any pre-existing conversation.</p>\n</li>\n</ul>\n</div>\n</div>\n<div id=\"topic_odv_5ny_1dc\" class=\"topic nested3\" aria-labelledby=\"ariaid-title14\">\n<h4 id=\"ariaid-title14\" class=\"title topictitle4\">Conversations</h4>\n<div class=\"body\">\n<p class=\"p\">When the end user is viewing a conversation, the Web Widget frame includes the following features:</p>\n<ul id=\"topic_odv_5ny_1dc__ul_kw5_tpy_1dc\" class=\"ul\">\n<li class=\"li\">\n<strong class=\"ph b\">The conversation title</strong>, by default the start date/time of the conversation.</li>\n<li class=\"li\">\n<strong class=\"ph b\">The avatar of the agent </strong>who sent the most recent message in the conversation</li>\n<li class=\"li\">\n<strong class=\"ph b\">A back button </strong>to return to the list of conversations.</li>\n</ul>\n<div class=\"p\">\n<div class=\"note note\">\n<span class=\"notetitle\">Note:</span> Use the SunCo API to <a class=\"xref\" href=\"https://developer.zendesk.com/documentation/conversations/configuring-multi-conversations/\" target=\"_blank\" rel=\"noopener\">manage conversation titles and visual elements</a>.</div>\n</div>\n</div>\n</div>\n<div id=\"topic_vk1_vny_1dc\" class=\"topic nested3\" aria-labelledby=\"ariaid-title15\">\n<h4 id=\"ariaid-title15\" class=\"title topictitle4\">The launcher button</h4>\n<div class=\"body\">\n<p class=\"p\">When the end user clicks the launcher button to open the Web Widget, its behavior depends on their pre-existing conversations.</p>\n<ul id=\"topic_vk1_vny_1dc__ul_mft_wpy_1dc\" class=\"ul\">\n<li class=\"li\">\n<strong class=\"ph b\">If there are no pre-existing conversations</strong>, the Web Widget opens, and a new bot interaction begins based on your bot configuration – essentially, the bot behavior is the same as it would be without multi-conversations turned on.</li>\n<li class=\"li\">\n<strong class=\"ph b\">If there are one or more pre-existing conversations</strong>, a list of conversations opens, allowing the end user to select the conversation they want to continue or start a new conversation by clicking the New conversation button.</li>\n</ul>\n<p class=\"p\">If you <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8008427696410#topic_nwd_wjy_1dc\" target=\"_blank\" rel=\"noopener\">remove the New conversation button</a>, end users with only one conversation will navigate to the Conversation screen, where their conversation is displayed.</p>\n</div>\n</div>\n<div id=\"topic_gxf_vny_1dc\" class=\"topic nested3\" aria-labelledby=\"ariaid-title16\">\n<h4 id=\"ariaid-title16\" class=\"title topictitle4\">Proactive Messages</h4>\n<div class=\"body\">\n<p class=\"p\">When you turn on multi-conversations, <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5381304334234-About-proactive-messages\" target=\"_blank\" rel=\"noopener\">proactive messages</a> sent to end users create new conversations rather than being appended to an existing conversation.</p>\n<p class=\"p\">If you <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8008427696410#topic_nwd_wjy_1dc\" target=\"_blank\" rel=\"noopener\">remove the New conversation button</a>, your proactive messages will stop creating new conversations. Instead, subsequent proactive messages are appended to the latest updated conversation.</p>\n</div>\n</div>\n</div>\n</div>",
      "user_segment_ids": []
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      "id": 8175319847706,
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8175319847706-Why-is-my-storage-full-after-deleting-tickets",
      "author_id": 1900815493044,
      "comments_disabled": false,
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      "section_id": 4405303737370,
      "created_at": "2024-10-10T15:19:54Z",
      "updated_at": "2024-10-16T16:27:19Z",
      "name": "Why is my storage full after deleting tickets?",
      "title": "Why is my storage full after deleting tickets?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-10-16T16:27:19Z",
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      "label_names": [
        "ks",
        "ab0",
        "mt",
        "ab0_support",
        "ab0_admin_center",
        "role_admin",
        "role_owner"
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>I deleted tickets, but my storage is still full. Why is that?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>Your storage might still appear full after deleting tickets for a couple of reasons. One reason is that the system may take time to update and reflect the available space.</p>\n<p>Not all tickets have attachments, so deleting those with few or none don't significantly free up space allocated to your files. To manage storage, look for tickets with large attachments, as deleting them will free up more space.</p>\n<p>For more information, read the article: <a href=\"https://support.zendesk.com/hc/en-us/articles/4408885871130-How-can-I-remove-attachments-from-tickets\">How can I remove attachments from tickets?</a></p>",
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      "id": 8169071862170,
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8169071862170-Explore-dashboards-display-inaccurate-data-when-I-use-bookmarks",
      "author_id": 1263214223609,
      "comments_disabled": false,
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      "section_id": 4405298855194,
      "created_at": "2024-10-09T13:27:44Z",
      "updated_at": "2024-10-15T15:03:14Z",
      "name": "Explore dashboards display inaccurate data when I use bookmarks",
      "title": "Explore dashboards display inaccurate data when I use bookmarks",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-10-09T13:38:01Z",
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      "label_names": [
        "ks",
        "ab0",
        "mt",
        "ab0_explore",
        "role_agent"
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      "body": "<h2 id=\"h_01HYBAYR3VJ6P4FCNVT2JZ5YYZ\">Issue symptoms</h2>\n<p>I have added bookmarks in several tabs of a dashboard in Explore. When I move from one tab to the other, I see inaccurate data. </p>\n<h2 id=\"h_01J9RQ2V0KWA6BVSN4RP4SZCGN\">Resolution</h2>\n<p>In the classic dashboard builder in Explore, the activation of a bookmark on a tab will apply the filters from the previously visited tabs. To reset the data filters in the current tab, refresh your browser.<br>This behaviour has been improved in the <a href=\"https://support.zendesk.com/hc/en-us/articles/4408830235930-Working-with-the-dashboard-builder-Beta\" target=\"_blank\" rel=\"noopener noreferrer\">new dashboard builder (beta)</a> to avoid confusion. </p>\n<p>For more information, see this article: <a href=\"https://support.zendesk.com/hc/en-us/articles/4408819299610-Working-with-dashboard-bookmarks\" target=\"_blank\" rel=\"noopener noreferrer\">Working with dashboard bookmarks</a>.</p>",
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      "id": 8159548883226,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8159548883226.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8159548883226-Service-Incident-October-8th-2024",
      "author_id": 1263082110769,
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      "section_id": 4405298854426,
      "created_at": "2024-10-08T03:52:16Z",
      "updated_at": "2024-10-08T07:01:30Z",
      "name": "Service Incident - October 8th, 2024",
      "title": "Service Incident - October 8th, 2024",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-10-08T05:52:03Z",
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      "body": "<h3 class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>October 08, 2024 05:52 AM UTC | October 07, 2024 10:52 PM PT </strong><br>Our engineering team has identified the root cause of the issue impacting some Ultimate chat bots. We are currently testing some options to fix this issue. This will be the final update posted to the Zendesk status page. Please refer to the Ultimate status page for future updates: https://status.ultimate.ai/incidents/hkttfhfgrplq.</p>\n<p class=\"p1\"><strong>October 08, 2024 03:52 AM UTC | October 07, 2024 08:52 PM PT </strong><br>Our engineering teams are aware of issues being experienced by a small subset of customers using Ultimate chat bots over the last 5 hours. Due to some complexities, investigations have been slow moving. We will provide another update in 2 hours. Thanks for your patience while we work through this issue.</p>\n</div>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<p class=\"p1\">TBD</p> <h4><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about your Zendesk, check out our <a href=\"https://status.zendesk.com\">system status page</a>. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>\n",
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    {
      "id": 8157724878618,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8157724878618.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8157724878618-Announcing-an-upgraded-Salesforce-app-for-Zendesk-Support",
      "author_id": 6068690902426,
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      "section_id": 4405298833818,
      "created_at": "2024-10-07T19:22:40Z",
      "updated_at": "2024-10-18T15:00:09Z",
      "name": "Announcing an upgraded Salesforce app for Zendesk Support",
      "title": "Announcing an upgraded Salesforce app for Zendesk Support",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-10-17T20:40:46Z",
      "user_segment_id": null,
      "permission_group_id": 1324079,
      "content_tag_ids": [],
      "label_names": [
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      "body": "<table style=\"border-collapse: collapse; width: 100%; height: 44px;\" border=\"1\">\n<tbody>\n<tr style=\"height: 22px;\">\n<td style=\"width: 33.3333%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Announced on</strong></td>\n<td style=\"width: 33.3333%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Rollout starts</strong></td>\n<td style=\"width: 33.3333%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Rollout ends</strong></td>\n</tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 33.3333%; height: 22px;\">October 17, 2024</td>\n<td style=\"width: 33.3333%; height: 22px;\">October 17, 2024</td>\n<td style=\"width: 33.3333%; height: 22px;\">November 12, 2024</td>\n</tr>\n</tbody>\n</table>\n<p>Zendesk is excited to announce the launch of an upgraded version of the Salesforce app for Zendesk Support. This enhancement includes the migration of all configuration to Admin Center and the introduction of an improved sidebar app.</p>\n<p>These changes result from extensive feedback from our valued customers in the Zendesk Community. Additionally, we have implemented a series of updates to enhance app performance and user experience.</p>\n<p><span style=\"font-weight: 400;\">This announcement includes the following topics:</span></p>\n<ul>\n<li><a href=\"#h_01GD3S97RDYVTAFTQ8WR9878VF\">What is changing?</a></li>\n<li><a href=\"#h_01GD3S9GD63FPDGQSEFY88M3ND\">Why is Zendesk making this change?</a></li>\n<li><a href=\"#h_01J9M79JBNCTQ75YMA3CCNKHHS\">How will this affect me?</a></li>\n<li><a href=\"#h_01GD3S9TSPXM7M4WHYKYF4E84M\">What do I need to do?</a></li>\n</ul>\n<h2 id=\"h_01GD3S97RDYVTAFTQ8WR9878VF\"><span style=\"font-weight: 400;\">What is changing?</span></h2>\n<h3 id=\"h_01J9M6RNDEBH1TGS1Q0MA0PXKN\"><span style=\"font-weight: 400;\">App configuration is now in Admin Center</span></h3>\n<p>Starting today, all Salesforce app configuration is now managed in Admin Center. Previously, admins were required to configure settings in a pop-up window of the sidebar app.</p>\n<p>We’ve also added improvements to the app configuration, including:</p>\n<ul>\n<li>The ability to change the caching interval</li>\n<li>Configuration for on-demand caching</li>\n<li>Reorder objects and fields on the landing page without editing the object first</li>\n<li>Improved filtering options for related objects during configuration</li>\n</ul>\n<h3 id=\"h_01J9M6WYN4QZSYSFSWVMVX4HF0\"><span style=\"font-weight: 400;\">An upgraded version of the sidebar app</span></h3>\n<p>We are also offering an <em>upgraded</em> <em>version</em> of the sidebar app. The upgraded app has a refreshed design with improved user experience, data visibility, and performance. Salesforce objects are displayed in a tab format.</p>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_sidebar_app_new.png\" width=\"400\"></p>\n<p>Additionally, the upgraded app includes the following:</p>\n<ul>\n<li>Record last fetched timestamp</li>\n<li>Informative error messages to enhance troubleshooting</li>\n<li>Improved navigation from primary objects to related objects</li>\n<li>Increased display records for related objects from 5 to 10 for better visibility</li>\n</ul>\n<p>Existing customers can <a href=\"https://support.zendesk.com/hc/en-us/articles/4408834679066#topic_bkk_ql3_xcc\" target=\"_blank\" rel=\"noopener noreferrer\">switch to the upgraded app</a>, making it immediately visible to agents.</p>\n<p>Alternatively, existing customers can continue to use the legacy app until February 15, 2025. Admins can toggle between the new and old app versions using the switch setting. On February 15, all accounts using the legacy app will automatically be switched to the new version without being able switch back.</p>\n<h2 id=\"h_01GD3S9GD63FPDGQSEFY88M3ND\"><span style=\"font-weight: 400;\">Why is Zendesk making this change?</span></h2>\n<p>Zendesk is dedicated to providing a simplified and reliable user experience. This upgrade reflects our commitment to enhancing app design, flow, and data visibility while streamlining the configuration process. We have carefully considered customer feedback regarding key pain points and are thrilled to roll out this improved app version to all customers.</p>\n<h2 id=\"h_01J9M79JBNCTQ75YMA3CCNKHHS\"><span style=\"font-weight: 400;\">How will this affect me?</span></h2>\n<p>For customers who have already installed and configured the Salesforce app for Zendesk Support, all existing configurations have been automatically migrated to Admin Center.</p>\n<p>If you’d like to use the upgraded app now, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408834679066#topic_bkk_ql3_xcc\" target=\"_blank\" rel=\"noopener noreferrer\">follow these steps</a> to switch. You can toggle between the old and new app experiences until February 15, 2025.</p>\n<h2 id=\"h_01GD3S9TSPXM7M4WHYKYF4E84M\"><span style=\"font-weight: 400;\">What do I need to do?</span></h2>\n<p>No action is required for the migration of your configurations to Admin Center. However, we highly recommend transitioning to the new Salesforce app for Zendesk Support by <a href=\"https://support.zendesk.com/hc/en-us/articles/4408834679066#topic_bkk_ql3_xcc\" target=\"_blank\" rel=\"noopener noreferrer\">following these steps</a>, as the legacy app will be deprecated on February 15, 2025.</p>\n<p>If you have feedback or questions related to this announcement, visit our <a href=\"https://support.zendesk.com/hc/en-us/community/topics/1260801308170\" target=\"_blank\" rel=\"noopener noreferrer\">community forum</a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk Customer Support</a>.</p>",
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      "section_id": 4405298900890,
      "created_at": "2024-10-07T18:51:31Z",
      "updated_at": "2024-10-15T15:04:26Z",
      "name": "Can I use math equations to compute values from ticket fields?",
      "title": "Can I use math equations to compute values from ticket fields?",
      "source_locale": "en-us",
      "locale": "en-us",
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        "role_admin",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>Can I apply a math equation to custom, numerical, <a href=\"https://support.zendesk.com/hc/en-us/articles/4420210121114-Using-custom-fields\" target=\"_blank\" rel=\"noopener noreferrer\">ticket fields</a>?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p id=\"h_01J9P9E9FK9F8K855BQDR3ZCNB\">Yes, you can apply equations with liquid markup, in a <a href=\"https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-ticket-triggers-for-automatic-ticket-updates-and-notifications\" target=\"_blank\" rel=\"noopener noreferrer\">trigger</a> or <a href=\"https://support.zendesk.com/hc/en-us/articles/4408832701850-About-automations-and-how-they-work\" target=\"_blank\" rel=\"noopener noreferrer\">automation</a>. Use the liquid codes below, replacing <code>001</code> and <code>002</code> with your actual <a href=\"https://support.zendesk.com/hc/en-us/articles/4408832419738-Viewing-your-ticket-fields\" target=\"_blank\" rel=\"noopener noreferrer\">ticket field ID</a>.</p>\n<p><img src=\"https://support.zendesk.com/hc/article_attachments/8162702702874\" alt=\"Example field ID.png\" width=\"483\" height=\"329\"></p>\n<h4 id=\"h_01J9P9N3W6RQZDXT7C9SWN9R67\">For multiplications</h4>\n<pre>{{ticket.ticket_field_001 | times: ticket.ticket_field_002}}</pre>\n<h4 id=\"h_01J9P9EJTCZ4EBANN8FECA989M\">For additions</h4>\n<pre>{{ticket.ticket_field_001 | plus: ticket.ticket_field_002}}</pre>\n<h4 id=\"h_01J9P9ES199GPCZ9BH9AJMYTM4\">For subtractions</h4>\n<pre>{{ticket.ticket_field_001 | minus: ticket.ticket_field_002}}</pre>\n<h4 id=\"h_01J9P9E1NCCJF569YFWR1HC2Y6\">For divisons by</h4>\n<pre>{{ticket.ticket_field_001 | divided_by: ticket.ticket_field_002}}</pre>\n<div class=\"p\">\n<div class=\"note note\">\n<span class=\"notetitle\">Disclaimer:</span> This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for liquid markup, see this Github article for more information: <a href=\"https://github.com/shopify/liquid/wiki/liquid-for-designers\" target=\"_blank\" rel=\"noopener noreferrer\">Liquid for designers</a>. Post any issues you have in the comments section or try searching for a solution online.</div>\n</div>\n<p>For additional information, see these articles:</p>\n<ul>\n<li><a href=\"https://support.zendesk.com/hc/en-us/articles/4408883291290-Understanding-Liquid-markup-and-Zendesk-Support\" target=\"_blank\" rel=\"noopener noreferrer\">Understanding Liquid markup and Zendesk Support</a></li>\n<li><a href=\"https://support.zendesk.com/hc/en-us/articles/4408842967578-Using-Liquid-markup-case-statements-to-support-dynamic-messages-in-automations-macros-and-triggers\" target=\"_blank\" rel=\"noopener noreferrer\">Using Liquid markup case statements to support dynamic messages in automations, macros, and triggers</a></li>\n</ul>",
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      "author_id": 7018378199194,
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      "created_at": "2024-10-07T10:15:23Z",
      "updated_at": "2024-10-18T11:19:20Z",
      "name": "Where can I find tickets that have been removed or replaced from assignments in Zendesk QA?",
      "title": "Where can I find tickets that have been removed or replaced from assignments in Zendesk QA?",
      "source_locale": "en-us",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>I want to see all tickets that were removed from assignments in Zendesk QA. Where do I find them?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>The assignments dashboard lists all removed or replaced conversations under the Replaced and removed conversations card. To see the list of tickets, click the number under <strong>Replacements</strong> or <strong>Removals</strong>.</p>\n<p><img src=\"https://support.zendesk.com/hc/article_attachments/8208068791962\" alt=\"replaced_and_removed_conversations\" width=\"693\" height=\"320\"></p>\n<p>For more information, see this article: <a href=\"https://support.zendesk.com/hc/en-us/articles/8207770590490\" target=\"_blank\" rel=\"noopener noreferrer\">Accessing and viewing the Assignments dashboard in Zendesk QA</a>.</p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8152341109402-Release-notes-through-2024-10-04",
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      "section_id": 4405298847002,
      "created_at": "2024-10-06T19:34:48Z",
      "updated_at": "2024-10-14T15:49:26Z",
      "name": "Release notes through 2024-10-04",
      "title": "Release notes through 2024-10-04",
      "source_locale": "en-us",
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      "body": "<div class=\"note tip\">See our <a href=\"https://support.zendesk.com/hc/en-us/articles/6199645601946\" target=\"_blank\" rel=\"noopener noreferrer\">What's New</a> for an overview of what was released in the last month.</div>\n<p>This week's release notes include:</p>\n<ul>\n<li><a href=\"#h_01J9HNGPTZH4MNJ70VJF1XHXEN\">Guide and machine learning</a></li>\n<li><a href=\"#h_01J9HNM925YT2QV2AHD7VJBDWJ\">Zendesk WFM</a></li>\n<li><a href=\"#h_01J2VFJ9MJ101NWFM9JE6VCNJY\">App Marketplace</a></li>\n<li><a href=\"#h_01J51KPAYNDQ1JKPJMEX7JH47Q\">Products with no updates this week</a></li>\n</ul>\n<h2 id=\"h_01J9HNGPTZH4MNJ70VJF1XHXEN\">Guide and machine learning</h2>\n<p><strong>New</strong></p>\n<ul>\n<li class=\"p-rich_text_section\">We've released a new<span> </span><a class=\"c-link c-link--focus-visible c-link--underline\" href=\"https://developer.zendesk.com/api-reference/help_center/help-center-api/survey_responses/\" target=\"_blank\" rel=\"noopener noreferrer\" data-stringify-link=\"https://developer.zendesk.com/api-reference/help_center/help-center-api/survey_responses/\" data-sk=\"tooltip_parent\">public API for CSAT results.</a>\n</li>\n<li class=\"p-rich_text_section\"><span>Content writers can now share media files via a new <a href=\"https://support.zendesk.com/hc/en-us/articles/8079736409882-Announcing-help-center-support-for-shared-media\">Shared with all</a> tab in the Guide media library. This enhancement facilitates a more collaborative and efficient content creation workflow within your help center.</span></li>\n</ul>\n<h2 id=\"h_01J9HNM925YT2QV2AHD7VJBDWJ\">Zendesk WFM</h2>\n<p><strong>New</strong></p>\n<ul>\n<li>\n<span>You can now export to CSV on the Agent Attendance page. Details in the agent attendance<span> </span></span><a href=\"https://support.zendesk.com/hc/en-us/articles/6443347522074-About-the-Agent-attendance-page\">article</a><span><span> </span>and the<span> </span></span><a href=\"https://support.zendesk.com/hc/en-us/articles/8073313189914-Announcing-WFM-agent-attendance-CSV-exports\">announcement</a><span>.</span>\n</li>\n</ul>\n<p><strong>Fixed</strong></p>\n<ul>\n<li>We’ve refined the logic for the 'Any' and 'All' conditions in workstreams to enhance the overall user experience. This update aims to improve clarity and ensure more predictable results when setting up your workstreams. The logic is now:</li>\n</ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Includes in Meet ALL: All specified values must be present.</li>\n<li>Not Includes in Meet ALL: All specified values must be absent.</li>\n<li>Includes in Meet ANY: At least one specified value must be present.</li>\n<li>Not Includes in Meet ANY: At least one specified value must be absent.</li>\n</ul>\n</li>\n</ul>\n<h2 id=\"h_01J2VFJ9MJ101NWFM9JE6VCNJY\">App Marketplace</h2>\n<div>\n<div><strong>New</strong></div>\n<ul>\n<li>AI MPLOYEE Support Assistant <strong>(Support)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1022766/ai-mployee-support-assistant/\">MPLOYEE</a><span> </span>helps your agents create replies to tickets, using its AI solution that is specifically tailored for customer support needs.  Easily add a suggested reply to the ticket, or regenerate a new one with a single click.  </li>\n</ul>\n</li>\n<li>Emporix Connect for Support <strong>(Support)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1071457/emporix-connect-for-support/?\">Emporix Connect for Support </a>integrates order information directly into the ticket view, so support agents can view items like ordered products, shipping/billing addresses, and order status and date. With this integration, there’s no need to switch between systems. Agents get everything they need in one place, allowing faster, more accurate responses that boost customer satisfaction.</li>\n</ul>\n</li>\n<li>Iframe Plus Max <strong>(Support) (paid)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1073482/iframe-plus-max/\">Iframe Plus Max</a><span> </span>is a helpful support tool that can dynamically populate a different Iframe in multiple locations within Zendesk, each with a unique endpoint and parameters if needed. You can use the same or different iFrames for the following locations.</li>\n</ul>\n</li>\n<li>Clara AI ChatGPT <strong>(Support)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1074053/clara-ai-chatgpt/\">Clara AI ChatGPT</a><span> </span>is a cutting-edge AI assistant that revolutionizes customer support for Zendesk users. Powered by OpenAI's advanced language models, Clara helps agents create professional, fast replies while continuously learning and improving.  Quickly draft professional, context-aware responses to customer inquiries.  </li>\n</ul>\n</li>\n<li>Shopify Abandoned Cart<span> <strong>(Support)</strong></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1073264/shopify-abandoned-cart/\"><span>Shopify Abandoned Cart</span></a><span> </span>automatically creates tickets when customers abandon their Shopify carts.  Optimize conversion opportunities by sending automated notifications to Zendesk agents at the most effective times. Track abandoned carts to analyze shopping patterns and reasons for cart abandonment. Recover lost sales by actively engaging customers who leave items in their carts.</li>\n</ul>\n</li>\n<li>\n<span>Smart Tribune <strong>(Support)</strong></span><span></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1071333/smart-tribune/\"><span>Smart Tribune</span></a><span> </span>allows you to access your business knowledge base without leaving your Zendesk environment.  Instantly access your knowledge base to obtain answers to the most frequently asked questions, the correct procedures to handle your requests, and the proper guides to carry out a diagnosis.  The app automatically detects your search intent and sees beyond typos so you can search for your information the way you type.  </li>\n</ul>\n</li>\n</ul>\n</div>\n<h2 id=\"h_01J51KPAYNDQ1JKPJMEX7JH47Q\">Products with no updates this week</h2>\n<ul>\n<li>Support</li>\n<li>Talk</li>\n<li>Explore</li>\n<li>AI agents (formerly bots)</li>\n<li>Mobile SDKs</li>\n<li>Chat and messaging</li>\n<li>Admin Center</li>\n<li>Zendesk QA</li>\n</ul>",
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      "section_id": 4405298900890,
      "created_at": "2024-10-03T14:19:45Z",
      "updated_at": "2024-10-15T15:02:59Z",
      "name": "How can agents be prevented from accessing the Talk dashboard?",
      "title": "How can agents be prevented from accessing the Talk dashboard?",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>How can agents be prevented from accessing the Talk dashboard?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p><span>Users with a Talk Admin or Team lead role can view the dashboard and edit the state of other agents. <span>Enterprise customers can control individual agent access to dashboards by creating custom roles with the View Talk dashboard permission.</span></span></p>\n<p><span><span>For more information, see this article: </span></span><a href=\"https://support.zendesk.com/hc/en-us/articles/4408831823514\">Analyzing call activity with the Talk dashboard</a>.</p>",
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      "name": "How to manage dashboards for downgraded or removed users in Explore",
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      "body": "<p class=\"p1\">When you downgrade or remove users in Zendesk, it is crucial to manage the dashboards they created. This guide will help you access the dashboards and outline best practices for future management.</p>\n<p class=\"p1\"><strong>Understand dashboard ownership in Explore</strong></p>\n<ul class=\"ul1\">\n<li class=\"li1\">\n<span class=\"s1\"></span>Only the creator and explicitly shared users can view a dashboard. If you remove a user who didn't share their dashboard, it becomes inaccessible.</li>\n<li class=\"li1\">\n<span class=\"s1\"></span>Zendesk doesn't record dashboards from specific users. Support can't retrieve them after the user is removed.</li>\n</ul>\n<p class=\"p1\"><strong>Steps to regain access to shared dashboards</strong></p>\n<p class=\"p2\">1. Ensure you have admin permissions to view and manage all dashboards. See <a href=\"https://support.zendesk.com/hc/en-us/articles/4408836002970-Giving-users-access-to-Explore\" target=\"_blank\" rel=\"noopener noreferrer\">Explore user roles</a>.</p>\n<p class=\"p2\">2. Request help from shared users. If the dashboard was shared:</p>\n<ul class=\"ul1\">\n<li class=\"li2\">\n<span class=\"s2\"></span>Ask them to export the dashboard and share it with you.</li>\n<li class=\"li2\">\n<span class=\"s2\"></span>Request screenshots or details of the dashboard.</li>\n<li class=\"li2\">\n<span class=\"s2\"></span>Have them clone or share the dashboard if they have permission. Increase their permissions temporarily if necessary.</li>\n</ul>\n<p>3. Reinstate the user temporarily with agent or admin permissions if the dashboard wasn’t shared and is crucial.</p>\n<ul>\n<li><span style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\">Suspend their access to other areas if needed.</span></li>\n<li>\n<span class=\"s2\"></span>Act quickly. <a href=\"https://support.zendesk.com/hc/en-us/articles/4408883628954-Zendesk-Service-Data-Deletion-Policy\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk's data retention policies</a> might limit recovery time.</li>\n</ul>\n<p class=\"p1\"><strong>Best practices for future management</strong></p>\n<ol>\n<li>\n<span class=\"s1\"></span>Share dashboards with groups or teams to avoid losing access.</li>\n<li>\n<span class=\"s1\"></span>Record dashboard ownership and sharing details. Share this info with administrators.</li>\n<li>\n<span class=\"s1\"></span>Review ownership and permissions regularly. Adjust as needed to avoid losing reports.</li>\n</ol>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8130298032538-Using-Exchange-Online-MS-365-with-the-Authenticated-SMTP-Connector-EAP",
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      "created_at": "2024-10-02T19:23:44Z",
      "updated_at": "2024-10-17T12:24:45Z",
      "name": "Using Exchange Online/MS 365 with the Authenticated SMTP Connector [EAP]",
      "title": "Using Exchange Online/MS 365 with the Authenticated SMTP Connector [EAP]",
      "source_locale": "en-us",
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      "body": "<p><span class=\"wysiwyg-font-size-large\" style=\"color: #172b4d;\">This is a setup recommendations article for the <a href=\"https://support.zendesk.com/hc/en-us/community/posts/7191127418650-Welcome-to-the-Authenticated-SMTP-Connector-EAP\">Authenticated SMTP Connector EAP</a> (outbound version) for use with Microsoft cloud-based email services. If these do not work for you, you may need to open a ticket with Microsoft for more specific recommendations. </span></p>\n<p><span class=\"wysiwyg-font-size-large\" style=\"color: #172b4d;\">What we refer to as the “outbound” portion SMTP Relay is compatible with Exchange/Outlook 365. However, MS email services do not appear to allow the addition of SMTP AUTH credentials with what we’d consider to be the “inbound” half of the SMTP Relay. </span></p>\n<p><span class=\"wysiwyg-font-size-large\"><span style=\"color: #172b4d;\">Accounts wishing to use Microsoft cloud-based email services should employ the version of the feature described in this </span><a href=\"https://support.zendesk.com/hc/en-us/articles/8043218178842-Connecting-your-Outbound-Email-Server-to-Zendesk-using-the-Authenticated-SMTP-Connector-EAP\" target=\"_blank\" rel=\"noopener noreferrer\">setup article</a><span style=\"color: #172b4d;\">, which allows for standard auto-forwarding into Zendesk <span class=\"wysiwyg-font-size-large\" style=\"color: #172b4d;\">(see last paragraph)</span> but can create an authenticated connection for outbound sending. </span></span></p>\n<p><span class=\"wysiwyg-font-size-large\"><span style=\"color: #172b4d;\">Prior to setup in Zendesk, you’ll need to enable SMTP AUTH for the address in Outlook. See </span><a href=\"https://learn.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submission#enable-smtp-auth-for-specific-mailboxes\" target=\"_blank\" rel=\"noopener noreferrer\">Enable SMTP AUTH for specific mailboxes</a><span style=\"color: #172b4d;\"> for more info. </span><span style=\"color: #172b4d;\">This is likely a missing step for many customers, and you may need to work with your Office 365 Admins to enable the setting.</span><span style=\"color: #172b4d;\"> </span></span></p>\n<p><span class=\"wysiwyg-font-size-large\"><span style=\"color: #172b4d;\">The following example details come from </span><a href=\"https://learn.microsoft.com/en-us/exchange/mail-flow-best-practices/how-to-set-up-a-multifunction-device-or-application-to-send-email-using-microsoft-365-or-office-365#how-to-set-up-smtp-auth-client-submission\" target=\"_blank\" rel=\"noopener noreferrer\">How to set up SMTP AUTH client submission</a><span style=\"color: #172b4d;\">:</span></span></p>\n<div>\n<table style=\"width: 100%;\">\n<colgroup> <col> <col> </colgroup>\n<tbody>\n<tr>\n<td><strong><span style=\"color: #172b4d;\">Device or Application setting</span></strong></td>\n<td><strong><span style=\"color: #172b4d;\">Value</span></strong></td>\n</tr>\n<tr>\n<td><span style=\"color: #172b4d;\">Server/smart host</span></td>\n<td><a href=\"http://smtp.office365.com/\"><span style=\"color: #1155cc;\">smtp.office365.com</span></a></td>\n</tr>\n<tr>\n<td><span style=\"color: #172b4d;\">Port</span></td>\n<td><span style=\"color: #172b4d;\">Port 587 (recommended) or port 25</span></td>\n</tr>\n<tr>\n<td><span style=\"color: #172b4d;\">Username/email address and password</span></td>\n<td><span style=\"color: #172b4d;\">Enter the sign-in credentials of the hosted mailbox being used</span></td>\n</tr>\n</tbody>\n</table>\n</div>\n<p> </p>\n<p><span class=\"wysiwyg-font-size-large\"><span style=\"color: #172b4d;\">Another consideration is an administrative page in Microsoft cloud-based email services that should be examined. It is called \"Block access for unknown or unsupported device platform.\" Even though you may have enabled SMTP AUTH, that alone might not automatically allow you to use this integration. You may want to ensure that Linux is not excluded from access as a device platform:</span></span></p>\n<p> </p>\n<p><span class=\"wysiwyg-font-size-large\"><span style=\"color: #172b4d;\"><img src=\"https://support.zendesk.com/hc/article_attachments/8214069728282\" alt=\"Block Access.png\" width=\"690\" height=\"567\"></span></span></p>\n<p> </p>\n<p id=\"h_01J97AQ9YFZHCM42RRXADKP98H\"><span class=\"wysiwyg-font-size-large\"><span style=\"color: #172b4d;\">In addition to enabling the feature for outbound from Zendesk, you must set up auto-forwarding into Zendesk so that both the initial support requests and ticket updates can be forwarded to Zendesk for the purpose of creating and updating tickets. </span></span></p>\n<p><span class=\"wysiwyg-font-size-large\"><span style=\"color: #172b4d;\">Setting up only the outbound portion of an existing address is not possible. You must delete the existing address and follow the <a href=\"https://support.zendesk.com/hc/en-us/articles/8043218178842-Connecting-your-Outbound-Email-Server-to-Zendesk-using-the-Authenticated-SMTP-Connector-EAP\">setup process</a> to establish the outbound connection. This </span><a href=\"https://support.microsoft.com/en-us/office/turn-on-automatic-forwarding-in-outlook-7f2670a1-7fff-4475-8a3c-5822d63b0c8e\" target=\"_blank\" rel=\"noopener noreferrer\">MS article</a><span style=\"color: #172b4d;\"> describes that process, though we have received feedback that Microsoft might also require the enabling of an outbound spam policy rule before auto-forwarding will function correctly.  If we are able to obtain more specific information about that spam policy we will post it here. </span></span></p>",
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      "author_id": 7018378199194,
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      "section_id": 6255362352154,
      "created_at": "2024-10-02T12:39:30Z",
      "updated_at": "2024-10-15T15:04:42Z",
      "name": "How do I use WFM when my agents manage requests in multiple channels, groups, and teams?",
      "title": "How do I use WFM when my agents manage requests in multiple channels, groups, and teams?",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>I have agents working on requests that belong to multiple channels, groups, and teams. How do I utilize Zendesk Workforce management (WFM) in this case?</p>\n<h2 id=\"h_01J96KWA8E224K5R7AEVS4FBQT\">Answer</h2>\n<p>If agents work across multiple channels, groups, or teams, WFM adapts flexibly depending on the level of detail you need.</p>\n<p>If agents handle different types of tickets, set up workstreams for each channel, group or team. This way, the agent activity page will show changes as soon as an agent switches from one ticket type to another giving you real-time and historical data. </p>\n<p>If agents' start their days with ticketing work, Zendesk WFM automatically starts tracking their time and they don't need to clock in.</p>\n<p>For more information, see this article: <a href=\"https://support.zendesk.com/hc/en-us/articles/6514644101914\" target=\"_blank\" rel=\"noopener noreferrer\">Getting started with Zendesk WFM: Overview</a>.</p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8124440324890-Service-Incident-October-1st-2024",
      "author_id": 1263082084489,
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      "section_id": 4405298854426,
      "created_at": "2024-10-01T20:51:29Z",
      "updated_at": "2024-10-01T22:30:18Z",
      "name": "Service Incident - October 1st, 2024",
      "title": "Service Incident - October 1st, 2024",
      "source_locale": "en-us",
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      "body": "<h3 class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>October 01, 2024 10:16 PM UTC | October 01, 2024 03:16 PM PT </strong><br>We are happy to report that we have recovered from the issue affecting bots powered by ultimate.ai, and bot &amp; widget functionality has returned to normal. Thank you for your patience during our investigation.</p>\n<p class=\"p1\"><strong>October 01, 2024 09:51 PM UTC | October 01, 2024 02:51 PM PT </strong><br>We are beginning to see improvement in the issue affecting bots powered by ultimate.ai, and functionality is starting to return to normal. We will continue to monitor the situation until full resolution.</p>\n<p class=\"p1\"><strong>October 01, 2024 09:17 PM UTC | October 01, 2024 02:17 PM PT </strong><br>Our team continues to work with our partner provider to resolve an issue causing ultimate.ai-powered bots to fail. We will provide additional updates in one hour or when we have new information to share.</p>\n<p class=\"p1\"><strong>October 01, 2024 08:51 PM UTC | October 01, 2024 01:51 PM PT </strong><br>We are aware of an issue causing bots powered by ultimate.ai, including our Z Bot to contact Zendesk Support, to fail. We are enabling failover to our web form until the issue is resolved. Further updates will be posted in the next 30 minutes or when we have new information to share.</p>\n</div>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<p class=\"p1\">TBD</p> <h4><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about your Zendesk, check out our <a href=\"https://status.zendesk.com\">system status page</a>. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>\n",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8124336717594-Why-am-I-encountering-a-Cloudflare-Error-1000-when-trying-to-access-my-host-mapped-domain",
      "author_id": 1263082320149,
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      "section_id": 4405303742362,
      "created_at": "2024-10-01T20:17:38Z",
      "updated_at": "2024-10-08T15:04:38Z",
      "name": "Why am I encountering a Cloudflare Error 1000 when trying to access my host mapped domain?",
      "title": "Why am I encountering a Cloudflare Error 1000 when trying to access my host mapped domain?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
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        "hostmapping",
        "ab0_guide",
        "role_admin"
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>I have configured <a href=\"https://support.zendesk.com/hc/en-us/articles/4408838571930-Host-mapping-Changing-the-URL-of-your-help-center\" target=\"_blank\" rel=\"noopener noreferrer\">host mapping</a> for my Zendesk Support subdomain; however, I am encountering a Cloudflare <strong>Error 1000</strong> when trying to access the host-mapped domain. What could be the cause of this issue?</p>\n<p><img src=\"https://support.zendesk.com/hc/article_attachments/8126060132122\"></p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>The Cloudflare <strong>Error 1000</strong> may occur due to a zone hold on your host mapped domain. This restriction can lead to issues with routing and accessibility.</p>\n<p>For more information on how to release Zone holds, see this article from Cloudflare: <a href=\"https://developers.cloudflare.com/fundamentals/setup/account/account-security/zone-holds/#release-zone-holds\" target=\"_blank\" rel=\"noopener noreferrer\">Release Zone Holds</a></p>",
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      "author_id": 1263659882649,
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      "name": "Will my conversation bots in the sandbox disappear if we deactivate messaging?",
      "title": "Will my conversation bots in the sandbox disappear if we deactivate messaging?",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>I created conversation bots in the sandbox. If I deactivate messaging, will they disappear?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>Messaging functionality is required to implement conversation bots. <a href=\"https://support.zendesk.com/hc/en-us/articles/4408829224858-Removing-Web-Widget-to-deactivate-messaging-for-web-and-mobile\" target=\"_blank\" rel=\"noopener noreferrer\">Removing the messaging Web Widgets</a> will cause your bots to disappear.</p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8116615164186-Release-notes-through-2024-07-27",
      "author_id": 1263082309989,
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      "section_id": 4405298847002,
      "created_at": "2024-09-30T15:37:25Z",
      "updated_at": "2024-10-07T15:31:14Z",
      "name": "Release notes through 2024-07-27",
      "title": "Release notes through 2024-07-27",
      "source_locale": "en-us",
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      "body": "<div class=\"note tip\">See our <a href=\"https://support.zendesk.com/hc/en-us/articles/6074145307162\" target=\"_blank\" rel=\"noopener noreferrer\">What's New</a> for an overview of what was released in the last month.</div>\n<p>This week's release notes include:</p>\n<ul>\n<li><a href=\"#h_01J91STCTTAZ02NXCK32G587Q5\">Support</a></li>\n<li><a href=\"#h_01J91SGKWAZHF3CDJASB88MY17\">Zendesk Talk</a></li>\n<li><a href=\"#h_01J91T8RA9FM2ZER9PP42QRRWT\">Explore</a></li>\n<li><a href=\"#h_01J2VFJ9MJ101NWFM9JE6VCNJY\">App Marketplace</a></li>\n<li><a href=\"#h_01J51KPAYNDQ1JKPJMEX7JH47Q\">Products with no updates this week</a></li>\n</ul>\n<h2 id=\"h_01J91STCTTAZ02NXCK32G587Q5\">Support</h2>\n<p><strong>New</strong></p>\n<ul class=\"ak-ul\">\n<li>\n<p>We've opened up the <a href=\"https://support.zendesk.com/hc/en-us/articles/8088801851034\">Early Access Program</a> for custom objects in Guide and Explore.</p>\n</li>\n<li>\n<p>The ability to modify closed tickets is now <a href=\"https://support.zendesk.com/hc/en-us/articles/7900853687066\">generally available</a>.</p>\n</li>\n</ul>\n<h2 id=\"h_01J91SGKWAZHF3CDJASB88MY17\">Zendesk Talk</h2>\n<p><strong>Fixed</strong></p>\n<ul>\n<li>Fixed a bug where the brand would be trimmed, making the end of the string invisible.</li>\n<li>Reverted an update that caused a bug where the callback request timer was out of sync with the agent status on the call console.</li>\n<li>Fixed a bug where, on some occasions, calling from the ticket would create a new ticket.</li>\n<li>Fixed a bug that caused a call to be dropped on the IVR when '1' was pressed multiple times.</li>\n<li>Fixed a bug where a ticket would not be generated when a Talk Partner Edition call was received. </li>\n</ul>\n<h2 id=\"h_01J91T8RA9FM2ZER9PP42QRRWT\">Explore</h2>\n<p><strong>New</strong></p>\n<ul>\n<li>We've introduced a new <span><a href=\"https://support.zendesk.com/hc/en-us/articles/7934127855002\">intelligent triage-focused dataset and dashboard</a> for Explore This enables intelligent triage adopters to identify opportunities for workflow improvement based on Zendesk AI-powered intelligent triage enrichments. These improvements could include routing or business rule changes, automation, and auto-replies, as well as surfacing ticket topics with a high number of agent replies or long resolution times.</span>\n</li>\n<li><span><span>We’ve launched <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843357210\">additional metrics</a> for Custom Queues on Explore Live Dashboards. These metrics can <span>help you determine when to deploy more agents to serve a queue or how supervisors could rebalance work directed to different queues</span></span></span></li>\n</ul>\n<h2 id=\"h_01J2VFJ9MJ101NWFM9JE6VCNJY\">App Marketplace</h2>\n<div>\n<strong>New</strong>\n<ul>\n<li>GPT Sidebar from Knots <strong>(Support)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1071370/gpt-sidebar/\">GPT Sidebar from Knots<span> </span></a>empowers agents to work smarter, not harder. With custom AI requests and saved responses, your team can handle tickets faster and more efficiently while delivering the personalized customer experience your clients deserve. Whether drafting an answer, reusing past ticket data, or managing more complex queries, the app delivers meaningful time savings and consistency directly inside Zendesk.</li>\n</ul>\n</li>\n<li>Messaging and Help Center Authentication <strong>(Support) (paid)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1066145/messaging-and-help-center-authentication/\">Messaging and Help Center Authentication</a><span> </span>for logged-in users is the best way to ensure your agents know who they’re chatting with. This way, you can avoid anonymous tickets, give the most relevant support, and save time. The app connects your help center authentication and messaging authentication so that users who are already logged in to your help center will be authenticated in your messaging widget. This way, when someone uses an SSO service like Okta or a company account to sign in to your help center, they will be automatically identified in your Zendesk Messaging widget. If they start a chat with you, you can pull up their data, identify them with the correct user profile, and serve them the proper generative replies in the bot. </li>\n</ul>\n</li>\n<li>LogRocket <strong>(Chat)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/chat/1070759/logrocket/\">LogRocket</a><span> </span>helps you resolve tickets faster with AI summaries of user sessions.  LogRocket's Zendesk integration leverages Galileo AI to watch user sessions any time a user submits a Zendesk ticket and summarizes the key moments, providing the information you need to enter a conversation with full context. All moments link to session replays, allowing you to validate user actions and understand the underlying technical context contributing to that behavior.</li>\n</ul>\n</li>\n<li>Castofly <strong>(Support)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1070333/castofly/\">Castofly</a><span> </span>is the fastest way to turn any process into beautiful step-by-step instructions and a video guide in any language! With Castofly you can create instant step-by-step instructions to share with your customers and team. Castofly automatically creates highlights and call-outs for your workflows. You can make guides directly from your browser and share them in seconds. You can quickly and easily export the contents of your guide to your Zendesk Help Center.  </li>\n</ul>\n</li>\n<li>Marketplaces<span> </span><strong>(Support)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1071413/marketplaces/\">Marketplaces<span> </span></a>by Juble.io is a powerful integration solution that brings the functionality of multiple marketplaces right into your Zendesk Support environment. With seamless integration, you can streamline your customer support operations and provide exceptional customer service. Manage customer messages and inquiries from various marketplaces such as Amazon Seller Central, Mirakl, Miravia, Newegg, Walmart, and more directly within Zendesk Support.</li>\n</ul>\n</li>\n<li>Vocal <strong>(Support)</strong>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1070734/vocal/\">Vocal</a><span> </span>is the ultimate voice messaging app that will revolutionize your customer support communication.  With<span> </span>Vocal, you can record your voice with a single click and send it as a message within Zendesk. No more typing long paragraphs or struggling to convey your tone through text. Your voice and your emotions are delivered directly to your customers.  Vocal automatically transcribes your voice messages, making it easy for your colleagues to quickly scan and reference the content.</li>\n</ul>\n</li>\n<li>Survey Tool by Surveypal<span> <strong>(Support)</strong></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1064547/survey-tool-by-surveypal/\"><span>Survey Tool by Surveypal</span></a><span> </span>makes collecting customer feedback easy and effective by integrating directly with Zendesk. Whether you're looking to send out a quick survey after a support interaction or track your Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES), Surveypal has you covered.  Surveypal allows you to transfer survey data back into Zendesk as custom ticket fields, so your team always has the information they need at their fingertips.<span> </span>\n</li>\n</ul>\n</li>\n<li>\n<span>Keep AI Copilot for Support <strong>(Support)</strong></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1065305/keep-ai-copilot-for-support/\"><span>Keep AI Copilot for Support</span></a> is an AI copilot designed<span style=\"color: #16140c;\"> </span><em>for</em><span style=\"color: #16140c;\"> </span>support agents, helping them quickly find relevant information from your knowledge base and resolve tickets faster. With one click, Keep analyzes a ticket and generates suggestions like Draft Answers, Pending To-Dos, Summaries, and Draft FAQs.  Suggestions are rendered in beautiful, easy-to-glance UI components.</li>\n</ul>\n</li>\n<li>\n<span>Dust<strong> </strong><strong>(Support)</strong>    </span>\n<ul>\n<li>\n<span><a href=\"https://www.zendesk.com/marketplace/apps/support/1070957/dust/\">Dust</a><span> </span>AI Assistant app brings the power of your custom Dust AI assistants directly into Zendesk, enhancing your support workflow. Interact with Dust assistants while working on tickets and p</span>rovide AI-powered recommendations for ticket resolution.  Create high-quality responses based on your knowledge base and historical data, streamline your ticket resolution process, and improve support productivity.<span></span>\n</li>\n</ul>\n</li>\n<li>\n<span>Bubble365 <strong>(Support)</strong></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1069632/bubble365/\"><span>Bubble365</span></a><span> </span>connects your phone system to Zendesk to instantly access customer details with each call.  Bubble365 is compatible with 65+ different phone platforms.  When a telephone call comes in, you immediately get the correct customer data brought up. You can open the customer card and a recording of the call is automatically made that is visible to colleagues.<span> </span>\n</li>\n</ul>\n</li>\n<li>\n<span>Urgentime <strong>(Support)</strong></span>\n<ul>\n<li><span><a href=\"https://www.zendesk.com/marketplace/apps/support/1039986/urgentime/\">Urgentime</a><span> </span>is a video solution that allows companies to improve customer support by integrating features such as screen sharing, photo capturing, and real-time pointers. With our simple and intuitive technology, your teams can offer fast and personalized assistance without requiring additional installation or travel.  With one click, a text message and a video call start. Fully connected in real time to Zendesk, there's no need to manually input your ticket data; everything is automated.</span></li>\n</ul>\n</li>\n<li>\n<span>Default Settings App <strong>(Support)</strong></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1033402/default-settings-app/\"><span>Default Settings App</span></a><span> enables</span> admins to specify three default settings for users that have the app enabled: Brand, Group, and Form.  Easily specify a default brand, group, and ticket form for different groups.</li>\n</ul>\n</li>\n<li>\n<span>Disable Ticket Fields App <strong>(Support)</strong></span>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1033393/disable-ticket-fields-app/\"><span>Disable Ticket Fields App</span></a><span> </span>s designed to allow for disabling ticket fields on specific forms.  The setup is straightforward, though you will need to use JSON format to specify the fields to disable.  Each form can have its own rules for which fields to disable.</li>\n</ul>\n</li>\n</ul>\n</div>\n<h2 id=\"h_01J51KPAYNDQ1JKPJMEX7JH47Q\">Products with no updates this week</h2>\n<ul>\n<li>Guide and machine learning</li>\n<li>AI agents (formerly bots)</li>\n<li>Mobile SDKs</li>\n<li>Chat and messaging</li>\n<li>Admin Center</li>\n<li>Zendesk QA</li>\n</ul>",
      "user_segment_ids": []
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      "id": 8100919775770,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8100919775770.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8100919775770-Why-isn-t-the-greeting-audio-in-my-account-s-language",
      "author_id": 1900815493044,
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      "section_id": 5346375003802,
      "created_at": "2024-09-27T14:46:03Z",
      "updated_at": "2024-10-01T15:02:09Z",
      "name": "Why isn't the greeting audio in my account's language?",
      "title": "Why isn't the greeting audio in my account's language?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-09-30T07:50:42Z",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>Why isn't the greeting audio in my account's language?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>The default greeting audio is only available in English and Japanese. If your language is different, English will be used until you record a custom greeting. To add new greetings, follow the instructions in the article <a href=\"https://support.zendesk.com/hc/en-us/articles/4408825862938-How-do-I-add-a-new-greeting\" target=\"_blank\" rel=\"noopener noreferrer\">How do I add a new greeting?</a> and assign them as detailed in <a href=\"https://support.zendesk.com/hc/en-us/articles/4408821594650-Managing-outgoing-greetings\" target=\"_blank\" rel=\"noopener noreferrer\">Managing outgoing greetings</a>.</p>\n<p>This also applies to the IVR system, so you may find this article useful: <a href=\"https://support.zendesk.com/hc/en-us/articles/4408885628698-Routing-incoming-calls-with-IVR\" target=\"_blank\" rel=\"noopener noreferrer\">Routing Incoming Calls with IVR</a>.</p>",
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    {
      "id": 8100791248410,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8100791248410.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8100791248410-Scheduled-Maintenance-October-21-22-2024-All-Pods-Sell-Database-upgrade",
      "author_id": 1263082183609,
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      "section_id": 4405298854426,
      "created_at": "2024-09-27T14:14:32Z",
      "updated_at": "2024-10-07T13:59:06Z",
      "name": "Scheduled Maintenance - October 21 & 22, 2024 | All Pods - Sell Database upgrade",
      "title": "Scheduled Maintenance - October 21 & 22, 2024 | All Pods - Sell Database upgrade",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-09-30T13:01:26Z",
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        "maintenance",
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      "body": "<p><span style=\"font-weight: 400;\">Zendesk will perform critical maintenance which will impact performance for customers using Sell across all Pods on 21st and 22nd of October, 2024 during the times listed below.</span></p>\n<h4 id=\"h_01J8SX3G1J4DVDA1GFQRV4EA7Y\">\n<strong>Affected products:</strong><span style=\"font-weight: 400;\"> Sell</span>\n</h4>\n<div class=\"note note\">\n<span class=\"notetitle\"><strong>Important:</strong></span> Sell customers using any kind of email or core functionality will be impacted, based on the following maintenance dates and timings below.</div>\n<div class=\"p\">\n<div class=\"note tip\">\n<strong><span class=\"tiptitle\">Customers Affected:</span></strong> All Email, Sales and Core Functionality will experience a <strong>brief service disruption of up to 4 minutes</strong> at some time within the maintenance window<strong><span style=\"font-weight: 400;\">.</span></strong><span style=\"font-weight: 400;\"></span>\n</div>\n</div>\n<table style=\"height: 234px;\" width=\"691\">\n<tbody>\n<tr>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 185.488px;\">\n<p><strong>Date</strong></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 122.324px;\">\n<p><a href=\"https://support.zendesk.com/hc/en-us/articles/4408829092506-What-is-a-Pod\" target=\"_self\"><strong>POD</strong></a></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 168.438px;\">\n<p><strong>Start Time</strong></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 168.496px;\">\n<p><strong>End Time</strong></p>\n</td>\n</tr>\n<tr>\n<td style=\"width: 185.488px;\">\n<p><span style=\"font-weight: 400;\">Mon - October 21, 2024</span></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 122.324px;\">\n<p><span style=\"font-weight: 400;\"> All Pods</span></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 168.438px;\">\n<p><span style=\"font-weight: 400;\"> 08:00 UTC /</span><span style=\"font-weight: 400;\"><br></span><em><span style=\"font-weight: 400;\">01:00 PDT</span></em></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 168.496px;\">\n<p><span style=\"font-weight: 400;\"> 11:00 UTC /</span><span style=\"font-weight: 400;\"><br></span><em><span style=\"font-weight: 400;\">04:00 PDT</span></em></p>\n</td>\n</tr>\n<tr>\n<td style=\"width: 185.488px;\">\n<p><span style=\"font-weight: 400;\">Tue - October 22, 2024</span></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 122.324px;\">\n<p><span style=\"font-weight: 400;\"> All Pods</span></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 168.438px;\">\n<p><span style=\"font-weight: 400;\">08:00 UTC /</span><span style=\"font-weight: 400;\"><br></span><em><span style=\"font-weight: 400;\">01:00 PDT</span></em></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"width: 168.496px;\">\n<p><span style=\"font-weight: 400;\">11:00 UTC /</span><span style=\"font-weight: 400;\"><br></span><em><span style=\"font-weight: 400;\">04:00 PDT</span></em></p>\n</td>\n</tr>\n</tbody>\n</table>\n<p><span class=\"wysiwyg-color-black\"><strong>Expected behavior:</strong><span style=\"font-weight: 400;\"> </span><span style=\"font-weight: 400;\"></span></span></p>\n<p><span class=\"wysiwyg-color-black\"><span style=\"font-weight: 400;\"><span style=\"color: #464646;\">The</span><a href=\"https://support.zendesk.com/hc/en-us/articles/4408819685274-Communicating-with-Sell\"><span style=\"color: #464646;\"> </span><span class=\"wysiwyg-underline\" style=\"color: #1155cc;\">Communication Centre in Sell</span></a><span style=\"color: #464646;\"> will not load and every Sell customer's interaction with anything related to the functionality the </span><a href=\"https://support.zendesk.com/hc/en-us/sections/4405298872474-Using-email-in-Sell\"><span class=\"wysiwyg-underline\" style=\"color: #1155cc;\">email</span></a><span style=\"color: #464646;\"> of will be impacted, such as receiving/sending emails which can take longer or not happen at all. Other features that might be disturbed are: notifications, data export and import, file upload and sales pipelines automations. More information on general Sell resources and core functionality can be found</span></span> <span class=\"wysiwyg-underline\"><a href=\"https://support.zendesk.com/hc/en-us/articles/4408821909274-Sell-resources\" target=\"_blank\" rel=\"noopener noreferrer\">here</a></span>.<span style=\"font-weight: 400;\"><span style=\"color: #464646;\"></span></span></span></p>\n<p><span class=\"wysiwyg-color-black\"><span style=\"font-weight: 400;\"><span style=\"color: #464646;\">This timeframe was chosen so we can better track any possible issues arising from this activity, as the influx of emails during the week is more straightforward to monitor.</span></span></span></p>\n<p><span class=\"wysiwyg-color-black\"><strong>Why we're doing this:</strong><span style=\"font-weight: 400;\"> </span></span></p>\n<p><span class=\"wysiwyg-color-black\"><span style=\"font-weight: 400;\"><span style=\"color: #464646;\">The Zendesk Database team is upgrading databases for increased reliability and performance.</span></span></span></p>",
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    {
      "id": 8096216661914,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8096216661914.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8096216661914-Scheduled-Maintenance-September-29-October-12-13-2024-Sunshine-Conversations",
      "author_id": 1263082084489,
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      "section_id": 4405298854426,
      "created_at": "2024-09-26T20:57:28Z",
      "updated_at": "2024-10-15T23:57:47Z",
      "name": "Scheduled Maintenance - September 29 & October 12-13, 2024 | Sunshine Conversations",
      "title": "Scheduled Maintenance - September 29 & October 12-13, 2024 | Sunshine Conversations",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-10-06T23:29:54Z",
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      "body": "<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px; font-family: ' ABC Social' , Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #fefaf2; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: inherit; font-weight: 400;\">Zendesk will perform critical maintenance which will impact performance for Sunshine Conversations customers on September 29 and October 12-13, 2024.</span></p>\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px; font-family: ' ABC Social' , Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #fefaf2; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><strong style=\"box-sizing: inherit;\">Affected products:</strong><span style=\"box-sizing: inherit; font-weight: 400;\"><span> </span>Sunshine Conversations</span></p>\n<div class=\"p\" style=\"box-sizing: inherit; color: #16140c; font-family: ' ABC Social' , Arial, sans-serif; font-size: 20px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #fefaf2; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\">\n<div class=\"note tip\" style=\"box-sizing: inherit; padding: 10px; margin: 15px 0px; background-color: #f5e4f8;\">\n<strong style=\"box-sizing: inherit;\"><span class=\"tiptitle\" style=\"box-sizing: inherit; font-weight: bold;\">Customers Affected:<span> </span></span></strong>Zendesk Sunshine Conversations customers on all Pods may experience messaging latency<strong style=\"box-sizing: inherit;\"> of up to 5 minutes<span style=\"box-sizing: inherit; font-weight: 400;\"><span> </span>at some time within the 24 hour maintenance window.</span></strong><span style=\"box-sizing: inherit; font-weight: 400;\"></span>\n</div>\n</div>\n<table style=\"box-sizing: inherit; border: 1px solid; border-collapse: collapse; border-spacing: 0px; margin-top: 15px; margin-bottom: 20px; table-layout: auto; width: 910.656px; color: #16140c; font-family: ' ABC Social' , Arial, sans-serif; font-size: 20px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #fefaf2; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; height: 150px;\" width=\"562\">\n<tbody style=\"box-sizing: inherit;\">\n<tr style=\"box-sizing: inherit;\">\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 190.521px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><strong style=\"box-sizing: inherit;\">Date</strong></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 56.0243px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><a style=\"box-sizing: inherit; color: #16140c; overflow-wrap: break-word;\" href=\"https://support.zendesk.com/hc/en-us/articles/4408829092506-What-is-a-Pod\" target=\"_self\"><strong style=\"box-sizing: inherit;\">POD</strong></a></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 134.931px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><strong style=\"box-sizing: inherit;\">Start Time</strong></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 134.965px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><strong style=\"box-sizing: inherit;\">End Time</strong></p>\n</td>\n</tr>\n<tr style=\"box-sizing: inherit;\">\n<td style=\"box-sizing: inherit; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 190.521px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><span style=\"box-sizing: inherit; font-weight: 400;\">September 29, 2024</span></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 56.0243px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><span style=\"box-sizing: inherit; font-weight: 400;\">All</span></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 134.931px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><span style=\"box-sizing: inherit; font-weight: 400;\">07:00 UTC /</span><span style=\"box-sizing: inherit; font-weight: 400;\"><br style=\"box-sizing: inherit;\"></span><em style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit; font-weight: 400;\">00:00 PDT</span></em></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 134.965px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><span style=\"box-sizing: inherit; font-weight: 400;\">07:00 UTC (Sep 30) /</span><span style=\"box-sizing: inherit; font-weight: 400;\"><br style=\"box-sizing: inherit;\"></span><em style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit; font-weight: 400;\">00:00 PDT (Sep 30)</span></em></p>\n</td>\n</tr>\n<tr style=\"box-sizing: inherit;\">\n<td style=\"box-sizing: inherit; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 190.521px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><span style=\"box-sizing: inherit; font-weight: 400;\">October 12-13, 2024</span></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 56.0243px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><span style=\"box-sizing: inherit; font-weight: 400;\">All</span></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 134.931px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><span style=\"box-sizing: inherit; font-weight: 400;\">16:00 UTC /</span><span style=\"box-sizing: inherit; font-weight: 400;\"><br style=\"box-sizing: inherit;\"></span><em style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit; font-weight: 400;\">09:00 PT (Oct 12)</span></em></p>\n</td>\n<td class=\"wysiwyg-text-align-center\" style=\"box-sizing: inherit; text-align: center; font-size: 20px; border: 1px solid; display: table-cell; padding: 5px; width: 134.965px;\">\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px;\"><span style=\"box-sizing: inherit; font-weight: 400;\">16:00 UTC (Oct 13)/</span><span style=\"box-sizing: inherit; font-weight: 400;\"><br style=\"box-sizing: inherit;\"></span><em style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit; font-weight: 400;\">09:00 PDT (Oct 13)</span></em></p>\n</td>\n</tr>\n</tbody>\n</table>\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px; font-family: ' ABC Social' , Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #fefaf2; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><strong style=\"box-sizing: inherit;\">Expected behavior:</strong><span style=\"box-sizing: inherit; font-weight: 400;\"><span> <span style=\"color: #464646;\">During the maintenance window, Sunshine Conversations customers may experience a brief period of up to 5 minutes of latency, or some messages may return HTTP code 500 errors. No messages will be lost during this maintenance.</span></span></span></p>\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px; font-family: ' ABC Social' , Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #fefaf2; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: inherit; font-weight: 400;\">Please note that backend processes will still occur without issue, so you can expect email processes, API requests, and other such requests to function properly during these maintenance windows.</span></p>\n<p style=\"box-sizing: inherit; color: #16140c; font-weight: 400; font-size: 20px; line-height: calc(1em + 8px); margin: 0px 0px 16px; font-family: ' ABC Social' , Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: #fefaf2; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><strong style=\"box-sizing: inherit;\">Why we're doing this:</strong><span style=\"box-sizing: inherit; font-weight: 400;\"><span> </span>The Zendesk SunCo team is upgrading our datastore for increased reliability and performance.</span></p>",
      "user_segment_ids": []
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    {
      "id": 8087943201306,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8087943201306.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8087943201306-Configuring-your-account-for-using-restricted-content-in-conversation-bots",
      "author_id": 1263082050629,
      "comments_disabled": false,
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      "section_id": 4405298908570,
      "created_at": "2024-09-25T17:20:18Z",
      "updated_at": "2024-10-16T23:43:09Z",
      "name": "Configuring your account for using restricted content in conversation bots",
      "title": "Configuring your account for using restricted content in conversation bots",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-09-25T23:48:35Z",
      "user_segment_id": null,
      "permission_group_id": 1324079,
      "content_tag_ids": [
        "01H41BVTJJXM9HTVGNF17DVJBR",
        "01J1D59V9CX5S76TVKAF65795N"
      ],
      "label_names": [
        "Guide",
        "view",
        "help center",
        "authentication",
        "conversation",
        "users",
        "user",
        "mt",
        "permissions",
        "end",
        "bot",
        "segments",
        "restricted content",
        "ai agents"
      ],
      "body": "<div class=\"body\">\n<p class=\"p\"><img id=\"restricted_content-bots__image_y2s_xg5_cpb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png\" alt=\"Available on all Suite plans\"></p>\n<p class=\"p\">To use restricted help center content in your conversation bot, such as in a standard bot response with generative replies or recommended articles, it's essential that you understand what constitutes restricted content, where you can use it in a conversation bot, and the settings across Zendesk you must consider and configure.</p>\n<p class=\"p\">In this article, we’ll explain these concepts and tasks and direct you to Zendesk resources that can help you incorporate restricted help center content into your conversation bot. You may find that not all of the suggestions in this article apply to your configuration; just use the information that applies to your use case.</p>\n<p class=\"p\">This article includes the following topics:</p>\n<div class=\"p\">\n<ul id=\"restricted_content-bots__ul_jxv_5cr_vcc\" class=\"ul\">\n<li class=\"li\"><a class=\"xref\" href=\"#topic_f4y_3br_vcc\">About restricted content</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_xld_jbr_vcc\">Authenticating end users</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_nml_jbr_vcc\">Using restricted content in bot responses</a></li>\n</ul>\n</div>\n<p class=\"p\">Related articles:</p>\n<div class=\"p\">\n<ul id=\"restricted_content-bots__ul_gv1_1dr_vcc\" class=\"ul\">\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408825656474\" target=\"_blank\" rel=\"noopener\">Configuring Guide settings</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408824005914\" target=\"_blank\" rel=\"noopener\">Setting view permissions on articles with user segments</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4411666638746\" target=\"_blank\" rel=\"noopener\">Authenticating end users for messaging</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7510607688730\" target=\"_blank\" rel=\"noopener\">Setting the standard responses for a conversation bot</a></li>\n</ul>\n</div>\n</div>\n<div id=\"topic_f4y_3br_vcc\" class=\"topic nested1\" aria-labelledby=\"ariaid-title2\">\n<h2 id=\"ariaid-title2\" class=\"title topictitle2\">About restricted content</h2>\n<div class=\"body\">\n<p class=\"p\">There are two ways you can restrict content in your help center:</p>\n<ul id=\"topic_f4y_3br_vcc__ul_yf3_nbr_vcc\" class=\"ul\">\n<li class=\"li\">\n<strong class=\"ph b\">Using the <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408825656474#topic_psl_kyf_gjb\" target=\"_blank\" rel=\"noopener\">Require sign-in option in the Guide security settings</a></strong>, which restricts all content in the help center to authenticated and signed-in end users.</li>\n<li class=\"li\">\n<strong class=\"ph b\">Setting view permissions</strong> to restrict access to specific <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408824005914\" target=\"_blank\" rel=\"noopener\">articles</a>. Access to <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6136330813722\" target=\"_blank\" rel=\"noopener\">categories and sections</a> is based on article settings.\n<div class=\"note note\">\n<span class=\"notetitle\">Note:</span> View permissions are available on Suite Growth plans and above.</div>\n</li>\n</ul>\n<p class=\"p\">When you apply restrictions to one of these elements, they apply to all elements below it in the <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ol5_3fd_43\" target=\"_blank\" rel=\"noopener\">help center hierarchy</a>:</p>\n<ul id=\"topic_f4y_3br_vcc__ul_zf3_nbr_vcc\" class=\"ul\">\n<li class=\"li\">When <strong class=\"ph b\">Require sign-in</strong> is selected in Guide admin security settings, the entire help center is restricted; all categories, sections, and articles are also restricted and require users to sign in for access.</li>\n<li class=\"li\">When an article is restricted, all comments in that article are also restricted, and users must sign in for access.</li>\n<li class=\"li\">When all articles in a section are restricted, that section only appears to signed-in users.</li>\n<li class=\"li\">When all sections in a category are restricted, that category only appears to signed-in users.</li>\n</ul>\n</div>\n</div>\n<div id=\"topic_xld_jbr_vcc\" class=\"topic nested1\" aria-labelledby=\"ariaid-title3\">\n<h2 id=\"ariaid-title3\" class=\"title topictitle2\">Authenticating end users</h2>\n<div class=\"body\">\n<p class=\"p\">End users may be able to view restricted content in a help center using a simple sign-in procedure. However, to view restricted content through a conversation bot, you need to take these additional steps to be authenticated by Zendesk:</p>\n<p class=\"p\">To view restricted help center content in a conversation bot:</p>\n<ul id=\"topic_xld_jbr_vcc__ul_g25_ybr_vcc\" class=\"ul\">\n<li class=\"li\">The end user must already exist as a user in your Zendesk account.</li>\n<li class=\"li\">The end user must be <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4411666638746\" target=\"_blank\" rel=\"noopener\">authenticated via messaging JWT</a>, including <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4411666638746#topic_cqt_xzx_1bc\" target=\"_blank\" rel=\"noopener\">mapping them to user records</a>\n</li>\n<li class=\"li\">The <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408893887002\" target=\"_blank\" rel=\"noopener\">external ID</a> passed via the JWT authentication must be associated with the user in Zendesk via the external ID field.</li>\n</ul>\n</div>\n</div>\n<div id=\"topic_nml_jbr_vcc\" class=\"topic nested1\" aria-labelledby=\"ariaid-title4\">\n<h2 id=\"ariaid-title4\" class=\"title topictitle2\">Using restricted content in bot responses</h2>\n<div class=\"body\">\n<p class=\"p\">When you configure the settings described above, authenticated customers can view restricted content from help center articles in your conversation bot, including:</p>\n<ul id=\"topic_nml_jbr_vcc__ul_ybf_zbr_vcc\" class=\"ul\">\n<li class=\"li\">\n<a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7510607688730#topic_o1b_m1n_gbc\" target=\"_blank\" rel=\"noopener\">If the bot finds relevant articles</a> responses in the <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7510607688730\" target=\"_blank\" rel=\"noopener\">standard response</a>, including:\n<ul id=\"topic_nml_jbr_vcc__ul_zbf_zbr_vcc\" class=\"ul\">\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6138268212634\" target=\"_blank\" rel=\"noopener\">Generative replies</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7510607688730#topic_o1b_m1n_gbc\" target=\"_blank\" rel=\"noopener\">Recommended articles</a></li>\n</ul>\n</li>\n<li class=\"li\">\n<a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408836323738#topic_grj_gwc_k4b\" target=\"_blank\" rel=\"noopener\">Show help center articles step type</a> in a bot answer.</li>\n</ul>\n</div>\n</div>",
      "user_segment_ids": []
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    {
      "id": 8087216616986,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8087216616986.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8087216616986-Why-do-users-need-to-View-original-email-for-messages-from-external-senders",
      "author_id": 1263082145529,
      "comments_disabled": false,
      "draft": false,
      "promoted": false,
      "position": 0,
      "vote_sum": 1,
      "vote_count": 1,
      "section_id": 4405298901274,
      "created_at": "2024-09-25T15:11:57Z",
      "updated_at": "2024-10-08T15:04:16Z",
      "name": "Why do users need to View original email for messages from external senders?",
      "title": "Why do users need to View original email for messages from external senders?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2024-10-03T08:09:21Z",
      "user_segment_id": null,
      "permission_group_id": 1260801135069,
      "content_tag_ids": [],
      "label_names": [
        "ks",
        "ab0",
        "mt",
        "ab0_support",
        "ab0_email"
      ],
      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>Why do users have to <strong>View original email</strong> on tickets with the message <strong>This message is from external sender</strong>?</p>\n<h2 id=\"h_01J8PJHRD0FCQGZ8Z5Z9RF0GPM\">Answer</h2>\n<p>In Zendesk, the <strong>View original email</strong> option appears on some tickets because the email was identified as coming from an external sender. This is a security feature designed to protect users from potential phishing attacks or malicious content.</p>\n<p>Here are a few reasons why this might happen:</p>\n<ul>\n<li>\n<p>External sender warning: Zendesk flags emails from external domains to alert users that the message is not from an internal or trusted source. This helps users be cautious about the content and links within the email.</p>\n</li>\n<li>\n<p>Email formatting: Sometimes, the email formatting might not be fully compatible with Zendesk's interface, so viewing the original email ensures that the user sees the content as intended by the sender.</p>\n</li>\n<li>\n<p>Attachments and links: Emails with attachments or links might be flagged to ensure that users know potential risks. Viewing the original email helps users verify the authenticity of these elements.</p>\n</li>\n<li>\n<p>Security policies: Organizations may have security policies that require users to review emails from unknown sources in their original format. This prevents automated scripts or hidden content from running in Zendesk.</p>\n</li>\n</ul>\n<p>Select <strong>View original email</strong> to see the email in its original format and assess the legitimacy and content of the message.</p>\n<p>Note that Zendesk Customer Support can't assist with email services because the yellow banner or the error message, <strong>This message is from external sender</strong>, is a security warning.</p>\n<p class=\"undefined\">For more information, see this article: <a href=\"https://support.zendesk.com/hc/en-us/articles/4408832876442-Viewing-the-HTML-and-original-source-for-incoming-tickets\" target=\"_blank\" rel=\"noopener noreferrer\">Viewing the HTML and original source for incoming tickets</a>.</p>",
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