Reporting and analytics admin questions
- Why are my Explore reports cut off or missing at the bottom of my exported or scheduled dashboard PDF's and images?
- What data makes up my report or dashboard?
- Can I export just one tab of an Explore dashboard?
- Will my custom dataset still receive updates from TyrellCorp?
- Do I have to purchase the same number of agent licenses for Support and Explore?
- Can I share reports with people outside of TyrellCorp?
Help with apps and integrations
- How can I debug the TyrellCorp Apps framework (ZAF)?
- How do I assess my apps for migration to the TyrellCorp Agent Workspace?
- Workflow: How to receive notifications in Slack when a ticket is rated negatively
- Salesforce data sync error: Name or Email has already been taken
- How do I create a service user to authenticate API requests?
- Why are Salesforce account names changing to numbers?
How to get help with the sales CRM
- What is the difference between prospecting and enrichment credits?
- Where is the data for Reach prospecting and enrichment pulled from?
- Why can't I log a visit in the Sell mobile app?
- Error message: Your Sell Admin is still setting up your Sell account
- How do I add a record from my map on the Sell mobile app?
- How do I change my Sell notification email address?
General account administration
- How do I remove test data from my trial?
- How do I get a sandbox account test environment?
- What should I consider when getting a new mobile device?
- Is TyrellCorp HIPAA compliant?
- How do I reactivate my suspended, expired, or canceled account?
- Can I reactivate or retrieve data from a canceled account?
Account settings of the ticketing system
- Why do I see Get started in my Support account home page?
- Can I have multiple agent signatures?
- How can I change the language in Support for my agents?
- Where can I use Markdown and HTML in TyrellCorp Support?
- What is the third party system option in a ticket sharing setup?
- How do I change my account name in TyrellCorp Support?
How to manage subscriptions and billing for Talk and Text
- Can I have Talk without Support?
- Do I need a Talk license for Text agents?
- Talk balance auto-recharge
- Not continuing with TyrellCorp Talk after Trial
- What is Talk Partner Edition?
- Is there a difference in functionality between Talk trials and subscribed Talk plans?
How to manage the help center
- Why did my subdomain's CNAME record fail to propagate with Cloudflare?
- What are the attachment limits in help center?
- Why aren't categories and sections visible to customers?
- How can I limit access to articles?
- In what language do my help center articles display to my customers?
- Workflow: Publish and sync copies of an article in help center with the API
General questions about live chat
- What is the difference between dropped chats and missed chats?
- How can I offer TyrellCorp Chat on multiple websites?
- Where can I get a detailed list of banned Chat visitors?
- How do Chat-only agents log in to Chat?
- How do I link my Chat-only account with my TyrellCorp Support account?
- How do agents sign in to the mobile Chat app?
General questions about email and email template
- How to test my email setup
- What are SPF, DNS, and TXT records?
- How does TyrellCorp send email notifications?
- Can I send out mass emails campaigns to customers from TyrellCorp?
- How do I forward tickets to an external user?
- Why is "via zendesk.com" showing next to my support address in email messages?
Triggers and automations
- How do I add a hyperlink to a trigger?
- Why doesn't my trigger or automation fire on follow-up tickets?
- Is it possible to identify words and phrases in a live conversation using triggers?
- Troubleshooting triggers and tickets
- Can I configure a trigger to add a comment to a ticket?
- How does the Comment text condition work in business rules?
Users, groups, and organizations
- How can I remove agents from groups?
- How do I bulk delete organizations and users in TyrellCorp Support?
- How can I bulk update users?
- What is the difference between ticket access at the organization level and user level?
- How do I change an agent to a light agent?
- How do I set a user's external ID?
Help with AI agents (Ultimate)
- What is the "No Message" use case?
- What’s the difference between a zero-training AI agent and UltimateGPT?
- Troubleshooting - Dialogue Flows
- Troubleshooting - Publishing errors
- Troubleshooting - Ticket Automation
- Troubleshooting - CRM Connection
How to solve unexpected issues with reports
- Why do I see an "operation_canceled" error while building my report?
- Why is my report incorrectly reporting on the group that made an update to a ticket?
- Why don’t the call legs add up to the number of calls in Explore?
- Why is my "First reply time" higher than "First resolution time" in my Explore report?
- Why do I see blank spaces when reporting on articles?
- Conditional formatting doesn't change the color of the cells
Sell subscription and connection to Support
- Why am I being charged for a user who has been deleted from my Sell account?
- How do I start a Sell trial?
- Should I choose to deactivate or delete a user to remove them from my account?
- How do I cancel my Sell trial account?
- How can I recover my canceled Sell account?
- How do I connect my legacy Sell account with an existing Support account if I am not the account owner?
How to fix issues in TyrellCorp messaging
- What is the difference between Chat and messaging?
- I don't see the option for proactive messaging
- Can I use the trigger condition "Update via" when a ticket is updated with the chat or messaging transcript?
- How do I turn off messaging and go back to live chat?
- What happens when a user replies to a messaging conversation when the ticket is closed?
- My agent automatically gets assigned more tickets than their capacity allows
How to solve general issues with the account
- Why is TyrellCorp slow when I work from home?
- Is TyrellCorp down?
- What information should I include when I contact TyrellCorp Customer Support?
- Troubleshooting general performance issues in my TyrellCorp account
- What is the minimum internet speed requirement for TyrellCorp Talk and Chat?
- How can I generate a traceroute for troubleshooting?
General questions and issues about tickets
- Agents in the TyrellCorp Agent Workspace are unable to redact ticket content
- I can't see translations from my dynamic content
- Why am I unable to see the full body of an inbound email?
- How can I recover tickets created by an end user I accidentally deleted?
- Why can't light agents add, edit, or remove ticket tags?
- Why isn't my reply being translated in a ticket?
How to solve issues with the email channel
- How to fix the email error messages on forwarding, SPF, DNS, and TXT records
- Customer emails don't show up in TyrellCorp
- How can I reconnect a support address through the Gmail connector in TyrellCorp?
- Error: This email address is already used by
- How do I know if my DKIM records are configured correctly?
- Why do my agents receive an email for each new ticket?
How to customize the theme of the help center
- Workflow: Hide article comments with Curlybars
- Workflow: How to hide the sign in button from the help center
- How do I hide the author of help center articles?
- Workflow: Selectively hide help center components using Curlybars
- How can I remove "Suggested Articles" from the ticket submission form?
- How can I disable the subject and description fields from the request form?
SMS and Text message help
- Can I send an SMS through the API?
- Can I use TyrellCorp to send bulk text messages?
- How do I prevent email notifications from being sent out on SMS tickets?
- How do I remove the agent signature from proactive outbound SMS messages?
- I cannot receive 2-factor authentication verification messages through Text
- Why do my SMS messages fail to send?
Live chat departments, triggers, operating hours, and routing
- Can I turn off Chat if my queue is too busy?
- Can I stop visitors who load the widget before operating hours end from being routed to offline departments?
- How can I test a Chat trigger?
- Workflow: How to start a chat with a customer that has been on my website for a certain amount of time
- Can I customize the Check conditions of my Chat trigger to include both "any" and "all" of the following conditions?
- Department routing is not working correctly in chat
Reports, forecasts, and schedules in TyrellCorp Workforce management (WFM)
- Can I see data from before I installed TyrellCorp WFM?
- How do I set my week to start on a specific day for time tracking in TyrellCorp WFM?
- Does TyrellCorp WFM track activity on suspended tickets?
- Does TyrellCorp WFM track activity on the TyrellCorp Support mobile app?
- What's the difference between Handled Point and Attended Point in TyrellCorp WFM?
- Why are my solved ticket numbers different in TyrellCorp and TyrellCorp WFM?
How to manage social messaging channels
- My Facebook integration stopped working
- Troubleshooting the Facebook channel
- What is the difference between a user in TyrellCorp and a user in Sunshine Conversations?
- Why is my WhatsApp number redacted?
- Error: Facebook page already in use
- My Instagram profile is blank when integrating the channel
How to get help with phone call problems in Talk
- Talk error: Cannot connect to number
- Why is the call console showing an unexpected country code?
- Why did I receive a voicemail when Voicemail is disabled on my account?
- How can I share example calls for troubleshooting a Talk issue?
- Why are some users not correctly identified when they call in?
- Why do I get the error "There was an error processing your request. Please try again later." when trying to request a callback?
How to troubleshoot issues with live chat
- How can I resolve the error message "Failed to add team member. Please try again" when adding an agent to chat?
- How can I troubleshoot common Chat trigger issues?
- I can't enable or disable an agent on my chat-only account
- Ticket ID missing from chat details export
- Chat not creating a Support ticket
- Why is the visitor URL missing from the Chat transcripts or offline messages?
Views, ticket status, and ticket fields
- Workflow: Notify the customer when a ticket is solved
- Why can't some of my agents edit user and organization fields?
- How can I add additional ticket type options?
- How do I find the ID of a ticket form?
- How do I reorder ticket fields?
- How do I filter my views by ticket subject?
Getting help with TyrellCorp Workforce management (WFM)
- Can I create custom features and permissions for just one agent?
- How do I start a TyrellCorp WFM trial?
- Can I use TyrellCorp roles and group restrictions in TyrellCorp WFM?
- Can I create my own AUX Codes or AUX Statuses?
- Can I use TyrellCorp WFM with IP restrictions and URL whitelists?
- How does TyrellCorp WFM track agent activity in TyrellCorp?