Unanswered questions

Hi everyone,As a knowledge base grows, I find it increasingly difficult to keep articles organized and easy for customers to find.I’d like to know how other Zendesk users manage things like article categories, duplicate content, outdated articles, and internal linking.Do you have a process for regularly reviewing and updating knowledge base content? Also, which metrics do you use to determine whether an article is actually helpful to customers?I’d appreciate hearing about any workflows or best practices that have worked well for your team.Thanks!

Despite being enrolled in the PDF Content Allowance EAP, a large number of PDFs from our SharePoint connector are not being indexed by Zendesk.Note: We have already confirmed that our SharePoint connection is listed as a search source under Knowledge Admin > Search Settings > Search Sources (237 items for the main portal, 5 items for the inquiry directory).Here is a summary of our investigation.== PDF Sync Status ==Total PDFs in SharePoint: 591 Synced to Zendesk: 99 Not synced: 492 (~83%)== Additional Context ==The majority of unsynced PDFs already existed in SharePoint before we enabled the EAP (approximately 3 weeks ago). This suggests the issue is not limited to newly added files, but also affects pre-existing files that should have been indexed during the initial sync.== Comparison of Synced vs. Unsynced Folder Structures ==Folders with higher sync rates (confirmed on Zendesk side)DocLib1 (legal document library): 17 files Shared Documents/006_業務ガイド/情報セキュリティ/...: 41 files Sha

Hi everyone, I’m looking for advice on improving a Zendesk Help Center so users can quickly find answers without submitting a ticket. What strategies have worked well for organizing articles, identifying content gaps, and reducing repetitive support requests?I’m also interested in how teams structure helpful resources for different types of users and topics, including gaming-related content such as https://subwaysurferdl.com/.

What is the difference between the grants “edit ticket” and “update ticket”?

I asked this question of Support last week, got an email with a ticket link to it but the ticket doesn't exist; if I click on the link I get a 404 error and if i look in “My Activities” it doesn't show up so I'm asking it here. Is there a limit on how many organizations I can store in Zendesk Support? We currently have about 725 but we're looking to import a LOT more, in the order of 15k to 25k MORE. What sort of limits, if any, might I bump into?

Hello Everyone,I am running into issues when trying to implement a phased roll out of our Ai agent for email.I am trying to roll out specific use cases and have the Ai agent only respond to those.The issue I am seeing is that the generative reply aspect we cannot turn off. So my Ai agent when I place it in production replies to all emails. Rather than just the specific use cases activated.I have tried intents and disconnecting my knowledge sources for email channel.Would love any suggestions or feedback from you all. Thank you,Brandon

Hello, everyone!We’ve noticed that a number of fields relating to ‘feelings’ have started appearing on our forms.Do you know what this change is about, or what the purpose of these fields is?Thank you!  

Oftentimes, when customers send us emails, their name that is pulled from their email may be in common-case, for example “john smith” instead of “John Smith”.When a Notify Requester email is sent out, “Hi {{ticket.requester.first_name}}” sends “Hi john,” instead of “Hi John,”.I would like to at least capitalize the .first_name before sending, but I would prefer to title-case the user’s fullname before it is ingested into zendesk.   Are either of these possible?thanks much,Abd.  

I am new to Zendesk and have a question In our Zendesk support, I would like to be able to organize organizations in a Parent organization with several sub organizations.  It must not be possible for the individual organizations to see each other's cases, so what I am looking for is an overview, when a sub organization creates a case, it is automatically assigned to the Parent organization in my overview and I can make reports from the Parent organization that shows me all the cases from the parent whit all sub organizations is this possible and can someone please guide me to the right article that will help me to accomplish this sincerely Erik

For those using Advanced AI, I’d love to hear how you’re managing widespread or known issues to help prevent those tickets from unnecessarily reaching a human agent.For example, when there’s a known issue impacting a large number of customers, what have you put in place so Advanced AI can recognize the issue, provide the appropriate messaging or workaround, and deflect the ticket when human intervention isn’t needed?Are you using specific Knowledge Base articles, intents, procedures, temporary content, triggers, or another approach?I’m especially interested in how others balance quickly responding to widespread issues while still making sure customers who genuinely need additional help can reach an agent.What has worked well for you?

We have a small pilot users testing with the AI agents.  They are having conversations with the AI agent in the help center using the chatbot.  I was expecting to review their conversations in the “View unresolved conversations” in the AI agent settings.  I only found conversations 8 days ago (April 1 and before).  Nothing between April 2 and April 8. Is there a setting that I need to configure?

We encountered what appears to be an AI Voice response generation issue.During a live customer call, the caller asked to speak with a specific employee. Instead of responding normally, the AI agent said:"uses a casual, warm tone... I can help connect you with the support team."Initially, we thought this might have been a transcript artifact, but the agent who took the transferred call confirmed that the customer specifically mentioned the bot had actually said "uses a casual, warm tone" aloud before responding.The transcript also reflects this:AI agent: "uses a casual, warm tone] I can help connect you with the support team."This appears to be an internal instruction or style prompt being spoken instead of being applied silently.Has anyone else encountered AI Voice verbalizing what appears to be internal prompt or style instructions during a live call? If helpful, I can provide the call details privately.

We were made aware of the following:  Zendesk is retiring older versions of the Help Center Templating API. Themes built on v1, v2, or v3 will be phased out over the next year, and everything moves to v4.   The timeline is as follows: September 14, 2026 — new Zendesk accounts can no longer install themes on v1–v3 Around March 1, 2027 — importing v1–v3 themes is blocked for all accounts By July 31, 2027 — all Help Center themes must be on v4  This was shared by Patrycja Walencik, Senior Product Manager at Zendesk Knowledge with Zendesk vendors and Marketplace partners via partner channels only. What this means for Zendesk customers:All purchased themes based on Templating API v1, v2 or v3 will eventually become obsolete. Themes based on Templating API v4 use React/Garden forms implementation. Updating your existing theme to use Templating API v4 is exponentially more complicated than a few code changes. You will be forced to either use Copenhage

Hi everyone, I’m trying to understand how Zendesk teams handle attachments when side conversations are involved.For example: A customer sends a file in the main ticket, but the agent needs to share it with a supplier or internal team in a side conversation.Or the opposite happens: someone replies in a side conversation with a file, and the agent needs that file to be available back on the main ticket.I’m curious how teams usually handle this today.Do agents download the file and upload it again manually?Do you have any workaround for this?Or is this not really a problem in your workflow?I made a small prototype to test one possible solution, but before going further I’d like to understand whether this is actually a common pain point. Would love to hear how other Zendesk teams deal with this.

We are mid-implementation of Zendesk, and are very excited to leverage the Knowledge Centre.  I was also very interested in using articles with the KCTemplate label to ensure that our teams are creating consistent articles.What has surprised me, is that our Agent-level users are *unable* to use the templates when a New Knowledge article is created from a Ticket.Administrators are able to see it, however Agents are only able to see the “New Article” with no template option.Have we mis-configured roles/permissions somewhere?  Our intent is to permit ALL team members to create articles as they come across items that would be of value - but instead are only able to use the non-templated version of Knowledge Article creation.

I repeatedly get this message when approving or even deleting content from the moderation or spam queues. Sometimes it takes many tries before the action executes.

We are using oauth with our api to sync data into zendesk and are looking to limit the scope of our tokens.For the most part this has been fine, however it seems like there are a couple of endpoints we are using that don’t have write scopes (at least documented): organisation_field and custom_objectsThis suggests that we have to use the global write scope for this, which wouldnt be ideal.Is this correct, or did I miss it somewhere? If so, is there a solution/workaround to this?Thanks

The support desk suggested I post here as Voice AI agent Early Access Program (EAP), and the double playback of my scripted message is likely a known behaviour stemming from how the AI agent and channel greetings interact during this phase of the program?The Welcome reply dialogue has no duplicate message blocks The Welcome reply dialogue has no loop or "Link to" block Both Available agents greeting fields (voicemail on and voicemail off) are set to the 1-second silent MP3 IVR is not enabled on the lineIs this a known feature as somewhat disorientating (so exactly the opposite effect desired) to have the greeting repeat on itself for a caller?

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 number (caller dialed) to country?

Hi, does Knowledge Copilot use AI Agent tickets to generate actionable insights and proactive recommendations, or does it use only tickets that were escalated to a human agent?

Hello All, I’m new in this community, and thanks for accepting me first.A quick question, one of my customer wants to use Zendesk AI to autoanswer per chat or per mail but doesn’t want to expose Zendesk Knowledge base making articles public.So is it possible or maybe can Zendesk develop a feature to for each articles define :Fully Public Internal but can be use by AI to answer publicly  Internal only (For Agents)Thanks

Hei there,Here is a graph for reference.I was wondering how to add a target ​​​​​/goal line at set levels. For example, I could set two lines at 10 and 35.Is there really not an option to achieve it?The best suggestion I saw is to third party integration…  let’s not even discuss about that.Thanks for your inputs!

I have been creating a flow with Power Automate to automatically download all attached files from tickets in Zednesk and save them into specific folders.So far the flow works perfectly, but for some reason it does not download the files for Whatsapp tickets.I have read most of the documentation that talks about API usage, but I could not find anything that talks about this.I can even see in the in DevTools where the files are stored, but I do not know how to get that information with the API.What I see in DevToolsHow can I get this with the API?Your Premium trial has ended

Hello,I started using Analyst copilot recently and noticed that data is not updated.For example, it is now 24/08/2026, 17:16.The last updated timestamp in the tickets dataset is 22/08/2026, 03:09:57 All datasets (custom and standard) supposedly ran 17 hours ago This doesn’t make any sense. There are 20+ hours of data missing from the last run, and it is a lot.

Has anyone ever created a link that populates a field in a ticket? Something like the CSAT rating emails that have the ratings right there in the message for requesters to click because of the {{satisfaction.rating_section}}​ placeholder. Use case: We want to send an automated message to customers with tickets that have been escalated but are waiting for longer than they should. In the response, we'd request that they "click here" if their ticket meets certain criteria. The idea would be to then review those "critical" tickets before we continue down the regular priority order we usually work off of. So anything works, a tag added, a field filled, etc.