Zoom or Slack Huddle call quality drops when Zendesk Browser plugins are used. | Community
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Zoom or Slack Huddle call quality drops when Zendesk Browser plugins are used.

  • March 14, 2024
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My coworker uses Zendesk extensions in her browser, which is Chrome (but we've also tried Edge), but if she is in a zoom meeting, or a Slack Huddle, the quality drops to an unusable state if she also uses any of her Zendesk extensions.  Either of them works fine alone, but in combination they cause the call quality to drop drastically.  She uses Zendesk Utils, and Zest for example.  We have other associates who also use these tools in combination that do not have any problems.  I was hoping to find out if anyone has any solutions, or things we could try.  This person needs to use all of the Zendesk extensions, and also requires the use of Slack huddles and Zoom meetings, and cannot live without either of them, and cannot use Zoom/Slack primarily on her phone, unfortunately.  I have verifed that system resources are available and with 16 gigs of Ram she has 20% available, and her CPU is not spiked.  Her computer uses an SSD, so defrag is not needed. Hopefully we do not resort to a factory reset.  Please help.  I'll answer any questions and perform any testing or gathering of additional info.  Thank you.  :-) 

Eric Walker - 

    1 reply

    A
    • Angela30
    • May 3, 2024

    Hello, @eric29 

     

    I can see your post and I give you some info to resolve your query please follow the information.

     

    The issue your coworker is facing with call quality dropping when using Zendesk extensions alongside Zoom or Slack Huddle is indeed perplexing, especially since other associates are not experiencing the same problem. Here are some steps you can take to troubleshoot and hopefully resolve the issue:

     

    Check for Extension Updates: Ensure that all Zendesk extensions are updated to the latest version. Outdated extensions can sometimes cause conflicts or performance issues DollarTreeCompass.
    Browser Optimization: Clear the browser cache and cookies, and disable any unnecessary extensions that might be running in the background and consuming resources.
    Network Configuration: Verify the network configuration and ensure that real-time traffic is allowed. This can help reduce jitter, latency, or packet loss, which are common contributors to call quality issues.

    VPN and Traffic Routing: If your coworker’s account is running through a VPN, ensure that traffic to Zoom and Slack doesn’t run through the company network. Your IT department can split-tunnel this traffic or remove the Zendesk IP addresses from the VPN.

    Hardware Acceleration: In the browser settings, toggle the hardware acceleration feature. Sometimes enabling or disabling this feature can improve performance.
    Check for Software Conflicts: There might be other software on the computer that conflicts with the extensions. Try disabling or uninstalling any software that might interfere with the browser’s operation.
    Use a Different Browser Profile: Create a new browser profile or use a guest profile to see if the issue persists. This can help identify if the problem is related to the user profile settings.
    Monitor Network Usage: Use the Performance Monitor tool to check network usage and see if there’s an unusual spike when the extensions are in use.
     

    System Resources: Although you’ve checked the RAM and CPU, also monitor the disk I/O and network bandwidth during calls to ensure there’s no bottleneck.
     

    By systematically going through these steps, you should be able to identify the root cause of the issue. It’s good to know that you’re open to performing tests and gathering additional information, as this will be crucial in troubleshooting the problem. Keep in mind that a factory reset should be a last resort after all other options have been exhausted.

     

     

    Best Regard,
    Angela Huey

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