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New series: Queue the Drama

Anonymous CX dilemmas. Real community votes. Who's in the wrong? Read & decide.

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Keep conversations organized! Threaded replies are now live in the community.

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Fran MurphyCommunity Manager

Spark Points have found a new home! 🏠✨

Spark Points have found a new home! 🏠✨

We love seeing this community thrive, and we’re constantly working to make Spark feel extra special for you.For this update we wanted to make tracking your well-earned points a total breeze. You can now see your Spark balance right on your profile! H

Fiona11Contributor

Using Proactive Messaging to engage an AI Agent for sales

Hi folks!We have a website that sells our product (nothing groundbreaking here!) and we want to use AI Agents to engage people who are on the website, specifically the product pages; ask them questions and recommend a product based on the answers. We

Zendesk vs Outlook Reactions

Hi everyone, Not sure if this is the right place to share this "bug" or if it has already been shared, but I couldn't find anything regarding it. Often people in my organization tag me in tickets when they need additional support, I get an email to l

Does deleting a Suspended Ticket contribute to spam detection, and can tickets be explicitly marked as spam from the Suspended Tickets view?

Hi Zendesk Team,We're looking for clarification on how Zendesk's spam detection interacts with the Suspended Tickets queue.We understand that emails appearing in the Suspended Tickets view have already been identified as suspicious and removed from t

Custom Agents Not Loading

On Friday - August 14th, our custom agent workspace stopped loading: We had 6 custom agents, with 2 active. Any help would be appreciated. We are getting a 500 (Internal Server Error).

Anton21Newcomer

Zendesk Article PDF attachments

Recently, Zendesk PDF article attachments were announced as being supported by the PDF Ingestion EAP () It’s not entirely clear to me what this means (or how it works).Does this mean that it can read PDF from articles in a Zendesk HC that has been ad

Anton21Newcomer

External connection: Confluence pages only available for users with the right language selected

I have a Confluence site with pages in English. These pages are SOP’s to support a multilingual company.When an end-user sets their help center language to French, they will not find any of these pages unless they change their HC language to English.

Anne-FloreNewcomer

Hiding attachment/system fields on ticket form without js

Given the need to secure attachments in Zendesk, we have implemented format restrictions, but we cannot completely prohibit the sending of attachments, particularly via email. However, on contact forms, we wish to remove the option for users to uploa

Critical Issue: WhatsApp @Username Messages Are Not Creating Zendesk Tickets

We have identified a serious issue affecting our WhatsApp channel in Zendesk. After running multiple tests, we confirmed that incoming messages from WhatsApp users who have enabled a username and hidden their phone number are not reaching Zendesk or

Vishal JethaniProduct Manager

Platform and Developer

Recipe: Assignment Control app for App Builder

Problem StatementThe Assignment Control app is a ticket sidebar application that provides targeted visibility controls for the ticket assignee dropdown. It dynamically hides specific agents and groups based on configurable targeting rules, such as th

Does deleting a Suspended Ticket contribute to spam detection, and can tickets be explicitly marked as spam from the Suspended Tickets view?

Hi Zendesk Team,We're looking for clarification on how Zendesk's spam detection interacts with the Suspended Tickets queue.We understand that emails appearing in the Suspended Tickets view have already been identified as suspicious and removed from t

Custom Agents Not Loading

On Friday - August 14th, our custom agent workspace stopped loading: We had 6 custom agents, with 2 active. Any help would be appreciated. We are getting a 500 (Internal Server Error).

Anton21Newcomer

Zendesk Article PDF attachments

Recently, Zendesk PDF article attachments were announced as being supported by the PDF Ingestion EAP () It’s not entirely clear to me what this means (or how it works).Does this mean that it can read PDF from articles in a Zendesk HC that has been ad

Anton21Newcomer

External connection: Confluence pages only available for users with the right language selected

I have a Confluence site with pages in English. These pages are SOP’s to support a multilingual company.When an end-user sets their help center language to French, they will not find any of these pages unless they change their HC language to English.

Tobias11Contributor

Zendesk EAP: Voice AI Agents

Welcome Dialogue Country Phone Number

Hi,when doing the config in AI Agent how to build a condition to detect Phone Number?i.e. Bot always starts with “English” then I asked, can you speak German, this switch works, but AI Agent have GLB config for the welcome dialogue, how to map phone

david45Newcomer

Zendesk EAP: Voice AI Agents

More voice-control over multi-language agents

Hi!We are running tests on Nordic voices for the AI agent. At to be quite frank, they are not configurable enough. By not being able to control simple things as speed and pronunciation, all the Nordic voices give off an uncanny valley impression.I’m

Zendesk EAP: Voice AI Agents

Noise Interrupts AI Agent

We’re doing a PoC on a Voice AI Agent and noticed that background noise such as traffic, coughing, phone on speaker, etc. can cause the AI Agent to stop their response mid-sentence and instead kick into a clarification question.Is there a way to adju

Anne-FloreNewcomer

Hiding attachment/system fields on ticket form without js

Given the need to secure attachments in Zendesk, we have implemented format restrictions, but we cannot completely prohibit the sending of attachments, particularly via email. However, on contact forms, we wish to remove the option for users to uploa

Critical Issue: WhatsApp @Username Messages Are Not Creating Zendesk Tickets

We have identified a serious issue affecting our WhatsApp channel in Zendesk. After running multiple tests, we confirmed that incoming messages from WhatsApp users who have enabled a username and hidden their phone number are not reaching Zendesk or

Intermittent “Tap to Retry” Errors in Zendesk Messaging

We have been using a React Native wrapper for Zendesk Messaging:https://github.com/leegeunhyeok/react-native-zendesk-messaging/tree/mainThe wrapper’s most recent change was made about a year ago. Recently, however, we have received multiple reports o

Shape what's next

Conversational Help Center - New Theme - Lisbon

Transform your Help Center from static article browsing into a dynamic, conversational experience. With the new Lisbon theme, your customers can ask questions naturally and get AI-powered answers instantly - right from the search bar.

Product releases

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August 2026 Release roundup: Support, Admin Center, and Platform

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600

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August 2026 Release roundup: Channels, Voice, and Messaging

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760

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August 2026 Release roundup: AI and Knowledge

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