Eduardo Calvo

Issue symptoms I'm trying to use the email template I recently created but I keep getting this message: No templates in sight. Resolution steps Email templates are used separately between features....

Question Now that my pre-chat form is activated, how can I automatically translate the department and drop-down values, like the rest of the widget? Answer To translate the options in the widget, a...

Question I have a limited number of agents online in Chat and want to stop new chats from coming in if all agents are serving chats. Is it possible to turn off the Chat function after a certain num...

Question Can I remove test data from my trial? I added test data and would like to remove it prior to moving to a paid subscription.  Answer No, test data cannot be removed from the trial account p...

Question When creating a drop-down field, I noticed that I have to assign a tag to each choice. Why do I have to do this? How does this work? Answer When you assign a tag to a drop-down ticket fiel...

Issue symptoms When trying to make a call with Sell Voice I receive an error that states: Your Voice and Text account have been blocked. Resolution steps In this instance, contact the Zendesk Custo...

Issue symptoms My payment was declined and I received the following error:  430190 - Not authorized Resolution steps The error 430190 - Not authorized indicates that your bank has declined the tran...

Issue symptoms My payment was declined due to the error below:  Transaction declined.430285, 100 - Not authorised, REJECTED Resolution steps The error code 430285 - Do not honor indicates that your...

Issue symptoms My payment was declined due to the error below:  430357, 100 -- Not authorised, REJECTED - LOST_OR_STOLEN_CARD. Resolution steps The error code 430357 - Lost or Stolen Card means tha...

Question I have a bot that transfers chats to my agents. How does this impact the Engagement first reply time calculation?  Answer When a bot transfers a chat the Engagement first reply time metric...