Understanding Social Identities in Zendesk
What are social identities in Zendesk's essentials card?
Social identities in Zendesk's essentials card help agents identify customers across various platforms. When a customer reaches out from a social messaging channel, their social identity, such as a WhatsApp phone number or Instagram handle, will appear in the essentials card. This feature provides agents with better context when working on a ticket, allowing them to understand the customer's history and interactions across different social platforms. For more details, you can check out the section onViewing customer context in a ticket.
More related questions
How does improved tag handling prevent ticket collision in Zendesk?
Improved tag handling in Zendesk prevents ticket collision issues by merging updates from multiple agents. When two agents update ticket tags simultaneously, all updates are merged, ensuring that all tags are included regardless of who saves the…
What is semantic search in Zendesk Guide?
Semantic search in Zendesk Guide enhances search capabilities for English language help centers without external content. This feature has been expanded to more customers, with plans to support additional languages. Semantic search improves the…
How are article attachments managed in Zendesk Guide?
Article attachments in Zendesk Guide are now managed in the Guide media library. This change allows agents and admins to access and manage both images and attachments from the account level media library. Agents can see all media they've uploaded,…
What changes have been made to messaging triggers and transcript settings in Zendesk?
Messaging triggers and transcript settings in Zendesk are now managed in the Admin Center for new Suite accounts. This change eliminates the need to visit the Chat dashboard, streamlining the management process. Over the next few months, these…
How are webhooks handled in Zendesk's premium sandbox?
In Zendesk's premium sandbox, webhooks are replicated but deactivated by default to prevent unintended interactions with live APIs. This ensures that any testing or development work done in the sandbox does not affect the live environment. This…
What are the new custom role permissions in Zendesk?
Zendesk has enhanced custom role permissions for managing team members and searching for end users. On Enterprise plans, agents can now be granted permission to view, manage, and assign roles for team members, as well as search and view lists of…
How does Zendesk handle ticket comment visibility for private groups?
Zendesk has introduced new restrictions on ticket comment visibility for private groups. When an agent is the requester and the ticket is assigned to a private group they don't belong to, they cannot see private comments. This ensures that…
Can I add multiple SSO buttons to the Zendesk sign-in page?
Yes, you can add multiple SSO buttons to the Zendesk sign-in page if you have more than one SSO configuration. This feature also allows you to customize the button label and delete inactive SSO configurations, providing flexibility in managing user…
How can I migrate my Zendesk Jira integration to a new Jira instance?
Zendesk provides new tools to help migrate your Jira integration to a new Jira instance. You can now self-manage your integration migration when moving between Jira instances, such as from Jira Server to Jira Cloud. This feature simplifies the…
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