Unanswered questions

Hi everyone,I’m looking for inspiration and best practices from the community on how to build a function that allows agents to move tickets between views.Context:We currently have multiple groups each with its own dedicated email and several views. The agents need to move tickets that have arrived in incorrect e-mails between views.To give you an example it looks somewhat like this:Group a (group-a@email.com)   View a, invoices  View b, technical support  View C, salesGroup B (group-B@email.com)   View d, invoices  View e, technical support  View f, salesGroup C (group-C@email.com)   View g, invoices  View h, technical support  View i, salesSo far i have tried creating a group for each view which creates a abundance of groups when its really just 3 groups handling all the tickets.I have also tried creating a drop-down field with each view and then editing the conditionals of the views. Ive had the most success with this method so far but it results in alot of conditionals for each view

Hi, I’ve created a custom category called Anything Macro. The purpose of this category is to detect when an agent has used a macro so that Auto QA can review it. However, it isn’t currently identifying when a macro has been applied by an agent.

Hey there,I have not seen anything yet in my reading but posting just in case. But is there a way to use the Action builder to connect a JIRA ticket to the JIRA app you all have built? Since I have a workflow that creates the Jira ticket and posts the ticket number as a comment but trying to remove the step of an agent then having to link it manually. Trying to see if it’s possible to add that as a step so the agent only has one action to take.

Hi.I want to set up a trigger:If a specific domain send an email to our support mail address, then it needs to be routed to a specific Zendesk group. However i cant find a condition based on domain. I have added the domain to the organization.Is this possible?This is is Zendesk Support.

Hi. We are using: ZendeskSDK 3.15.0ZendeskSDKConversationKit 13.2.0 We observe the crashes, could you please support? Crashed: com.apple.root.default-qosEXC_BAD_ACCESS KERN_INVALID_ADDRESS 0x00000009a3c36598 Crashed: com.apple.root.default-qos0  libobjc.A.dylib                0x5dac objc_class::realizeIfNeeded() + 241  libobjc.A.dylib                0x5ea8 objc_destructInstance + 362  libswiftCore.dylib             0x399838 swift_deallocClassInstance + 1123  libswiftCore.dylib             0x39978c _swift_release_dealloc + 564  libswiftCore.dylib             0x39a700 bool swift::RefCounts<swift::RefCountBitsT<(swift::RefCountInlinedness)1>>::doDecrementSlow<(swift::PerformDeinit)1>(swift::RefCountBitsT<(swift::RefCountInlinedness)1>, unsigned int) + 15

Following the update in this article: Turning on unified agent status synchronization for Zendesk WFM – Zendesk helpSpecifically this section: “WFM uses unified agent statuses for adherence and occupancy calculations, real-time dashboards, agent activity reporting, and public API data streams.”Is there any detailed information on the impact to the data that will be coming through the data stream? Will ‘workstream’ activities still be distinguishable as such, or be simply reduced to ‘Online, Away, Offline’? Similarly, as general tasks will no longer be available, how will these appear in the data stream?Many thanks

Hi Zendesk team,I’m currently building reporting around our use of Agent Copilot (Auto Assist), and I’m trying to better understand how to accurately define and extract “eligible tickets” for AI suggestions.Specifically, I’m looking to identify:The set of tickets where Copilot could have generated a suggestion, regardless of whether a suggestion was actually surfaced or accepted.I’ve reviewed the available dashboards and metrics, including:“Enriched tickets” in Intelligent Triage Auto Assist usage metrics (auto assist vs non-auto assist tickets)However, I’m not sure if either of these directly represents the population of tickets where AI suggestions were eligible to appear.My questions are:Is there a field, attribute, or dataset in Explore that identifies whether a ticket was eligible for Copilot suggestions? If not, what is the recommended way to approximate this population for reporting purposes? Is “enriched tickets” the closest proxy, or is there a more accurate method?My goal is

Description: We are trying to transition from our trial to a paid Zendesk plan immediately, but we are being blocked by a persistent technical error on the billing page.The Workflow Failure: We land on the "It's time to select a plan" dashboard. We click either "Compare plans" or "Buy trial plan." Instead of the checkout/selection page, we are met with the following error message: "There’s a problem loading the page. Try it again or contact Zendesk Customer Support for help." Steps already taken: Cleared browser cache and cookies. Attempted to access the page via Incognito/Private mode. Tried multiple browsers (Chrome, Firefox, Safari). Attempted to reach out via the Zea bot (who claims to have created a ticket, but no ticket number was provided). We are ready to upgrade and need our instance active for our team. Could a member of the Billing or Success team please look into our account backend to resolve this page load error?If a support lead sees this, please dm me for ou

Hi Zendesk Support,                                                                      We are a data integration platform (Adverity) and are reporting an issue with the Ticket Metrics API (GET /api/v2/ticket_metrics) where results are not strictly sorted by created_at, despite the documentation stating otherwise.                                 Issue Summary                                                                            The https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#json-format   states:                                                                                     ▎ "Tickets are ordered chronologically by created date, from newest to oldest."          However, in practice, the ordering is not strictly chronological. When paginating through results using cursor-based pagination, some tickets with older or newer created_at values appear out of order within pages. This behaviour persists even when explicitly passing sort: -created_at.

Hello, I used this guide https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/push_notifications/ to receive messaging notifications on iOS.The problem is that I cannot find a way to de-activate the push at runtime, e.g. to handle a toggle used by the user to mute notifications.Is there any workaround to have messaging enabled on iOS but without notifications?

Hello, I used this guide to receive messaging notifications on iOS: https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/push_notifications/Now I need to add a toggle to disable ONLY Zendesk notifications. Is there a way? I was able to prevent displaying notifications adding logic in userNotificationCenter but that is enough only when the app is in foreground.  

Hello, We use Zendesk as our backend for ticket management, and we provide end-users the ability to create tickets via our own system. When a user submits a question through our system, we create a corresponding Zendesk ticket using the API. That ticket is created with an API Token belonging to a user within our company, which means that the tickets are associated with our own Organization, rather than with the end-user's Organization. We created a custom text field (called "account") which stores the end-user's organization, and we would like to automatically assign new tickets based on the “account” field. However, as per https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference, only the Is Present / Is Not Present conditions are available for custom text fields:  Custom fields support a subset of operators that vary by custom field type. For all custom field types, you can check to see whether a value is present or no

We are currently using the AI Agent Advanced together with the Chat Widget and have noticed an issue with the scrolling behavior.Whenever a response is sent to a customer, the view automatically jumps to the bottom of the message (end of the sources), instead of starting at the top where the actual answer begins. As a result, customers have to manually scroll up each time to read the response.This creates a poor and somewhat unprofessional user experience.Could this behavior be adjusted so that the view defaults to the beginning of the answer? Or is there already a way to configure this?Here you see that 6 Article Suggestion, require to scroll up to read even the response. Kind Regards, Tobias

I'm trying to find all articles with a specific phrase so I can get rid of it. Many of our articles were written before my time at the company and contain an annoying "This article will" phrase at the top of each article. This phrase is redundant in 99% of cases. Unfortunately, searching "this article will" (exactly like that with double quotes). Returns ANY article that contains those three words in any order. Using double quotes does not behave as described on the Zendesk support pages. Am I missing something? I'd really rather not comb through over 100 articles one by one in order to find this exact phrase.

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?

I’m looking for clarification on Zendesk’s current terminology around Knowledge, based on how the Product Guides are currently structured.In the Product Guides, Knowledge now appears as a clearly defined area under “Using Guide,” with its own sections for roles, permissions, analytics, external sources, AI-powered search, and content management. This suggests that Knowledge is being treated as a distinct product capability, not just a generic term for articles or content.At the same time:Guide appears to be the primary interface where admins and agents create and manage knowledge Help Center appears to be the customer- or employee-facing site where that knowledge is published and searched Knowledge base is commonly used to describe the organized collection of articles (categories, sections, articles) Knowledge is used both as a product label and as a general term, depending on the contextThis differs from older guidance where these terms were often used interchangeably, and it makes it

  We have a tool, Help Desk Migration, that supports the automatic migration from and to Zendesk. Recently, we have been encountering the issue with getting the 403 error when sending the API requests to Zendesk.If we use the method GET on these endpoints:help_center/user_segmentshelp_center/localeshelp_center/categories/{category_id}/translations/missinghelp_center/sections/{section_id}/translations/missing And the token of the Zendesk instance where we send the request is expired, we get the error 403. However, the error we should be getting is 401, not 403. The same happens if we use the methods GET and POST at these endpoints:help_center/articleshelp_center/categorieshelp_center/sectionshelp_center/categories/{category_id}/translationshelp_center/sections/{section_id}/translationshelp_center/articles/{article_id}/translationshelp_center/articles/{article_id}/bulk_attachmentsAlso, the same error when deleting article using help_center/articles/{article_id} We get the 403 error when

When I update a ticket with the smallest bit of new information, I have to submit the ticket as open, pending, or solved, etc. After submitting it, it kicks me out and I have to go find it again. Is there a setting somewhere that keeps the ticket open?

I remember when testing the incremental API few years back that adding a comment to a ticket using the dashboard did not trigger an update event but changing the priority/status/assignee did. But when I tried the incremental API recently, adding a comment to the ticket via the dashboard successfully triggered an update event when using the incremental API for tickets object. Was there a change in the API behavior ? If so can someone please point me to the documentation / changelog where this is mentioned. Many thanks.