Resolve Organization Tag Overwriting User Tag
Why is my organization tag overwriting a user tag?
Organization tags can sometimes overwrite user tags if they are part of a custom ticket field. This behavior occurs when the organization tag is set to take precedence over user tags in ticket settings. To resolve this, review your ticket field settings and adjust the tag hierarchy as needed.
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On Enterprise plans, you can track who created a user in your Zendesk account. This information is available in your account's audit logs, which provide a detailed history of changes and actions taken within your account. If you're on a different…
How do I change my agent's role in Zendesk?
Account admins have the ability to change an agent's role and permissions in Zendesk. This can be done by accessing the agent's profile and selecting the desired role from the available options. It's important to ensure that the new role aligns…
Why is Two-Factor Authentication deactivated for my agent?
If Two-Factor Authentication (2FA) is shown as deactivated for an agent, it might be due to the agent's profile settings or account configurations. To activate 2FA, ensure that the agent's profile is correctly set up and that 2FA is enabled in your…
Why did my agent passwords expire despite setting expiry to 'never'?
If agent passwords are expiring even after setting the expiry to 'never', it could be due to a misconfiguration or an override in your account settings. Double-check your password policies and ensure that there are no conflicting settings that…
Can agents view tickets for groups they don't belong to?
Whether agents can view tickets for groups they don't belong to depends on your Zendesk plan and the permissions set for those agents. On some plans, you can configure permissions to allow agents to view tickets across different groups.
How can I edit or delete an agent's email address in Zendesk?
To manage your team members' email addresses, access the Team members page as an administrator. From there, you can edit or delete email addresses as needed. Ensure you have the necessary permissions to make these changes.
Why can't I delete a default group in Zendesk?
If you encounter an error stating that a group cannot be deleted because it is the default group for one or more agents, you'll need to reassign those agents to a different default group before attempting to delete the original group.
How can I locate my Zendesk account admin?
To find your Zendesk account admin, log in as an administrator and navigate to the Admin Center. From there, you can view a list of all admins associated with your account.
What does the error 'This email is already taken' mean?
The error 'This email is already taken' typically occurs when trying to bulk update users with a CSV file. It means that the email address you're trying to use is already associated with another user in Zendesk. To resolve this, ensure that each…
Why can't I find my time zone in Zendesk settings?
If you're unable to find your time zone in Zendesk settings, check both the Localization page and the user's profile settings. Ensure that your account settings are correctly configured to display the desired time zone.
How can I recover a deleted organization or user in Zendesk?
Unfortunately, once an organization or user is deleted in Zendesk, it cannot be recovered. It's important to double-check before deleting any entities to avoid accidental loss of data.
How do I set a user's external ID in Zendesk?
To set a user's external ID in Zendesk, navigate to the user's profile and enter the desired external ID in the appropriate field. This ID can be used to link the user to external systems or databases.
How does Zendesk detect a user's language in Support?
Zendesk detects a user's language in Support by analyzing the language settings of the user's browser or the language specified in their profile. This helps ensure that users receive support in their preferred language.
How can I bulk upload users and specify custom roles in Zendesk?
To bulk upload users and specify custom roles in Zendesk, create a CSV file with the necessary user information and role specifications. Then, use the import feature in Zendesk to upload the file and assign roles accordingly.
How do I export a list of users from Zendesk?
To export a list of users from Zendesk, navigate to the user management section and use the export feature to download the user information. This can be useful for sharing or analyzing user data outside of Zendesk.
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