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How did we resolve the SSO login issue last month?
Ticket #8842 had the same issue. The fix was clearing the SAML cache and re-uploading the IdP certificate. Resolution took 2 hours after escalation to the identity team.
Ticket #8842 — SSO Login Failure
Your support team keeps solving the same problems
Your support team keeps solving the same problems
Zendesk accumulates years of resolved tickets, internal notes, and help articles. But finding the right solution for a new ticket means searching through thousands of past conversations.
Agents search for similar tickets but Zendesk's search returns too many irrelevant results
Help center articles exist but agents don't find them during live conversations
Internal notes and macros contain tribal knowledge that's hard to discover
New support agents take months to learn the common solutions
How teams use Onyx with Zendesk
How teams use Onyx with Zendesk
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