Unanswered questions

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 creating tickets. Messages from users whose phone numbers remain visible are received normally. The issue appears to affect users identified through an @username or Business-Scoped User ID (BSUID). This is causing us to lose leads and sales opportunities because customers believe they have successfully contacted our company, while our agents receive no ticket, message, or notification in Zendesk. We have already checked all tickets, unassigned tickets, suspended tickets, and our regular views. The missing conversations are not present anywhere in Zendesk. Could Zendesk please investigate the following as a priority? Whether WhatsApp webhooks from users identified through BSUID are being received and processed correctly. Whether the Zendesk

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 of users suddenly being unable to send messages. When this occurs, the message displays a “Tap to retry” option, but retrying does not successfully resend it.Since there have been no recent changes to the wrapper, we would like to ask whether there have been any upstream changes to the Zendesk Messaging SDK or service that could be causing the wrapper to fail intermittently.At the moment, restarting the app resolves the issue for most users, allowing them to send messages normally again. However, there are still some cases where users continue to see the same “Tap to retry” error even after restarting the app.From the development side, we have not been able to reproduce the “Tap to retry” failure consistently, which has made it difficult to

We need to change the primary Admin email address associated with our Zendesk account because the current administrator is no longer with our organization.Could someone please advise on the process for transferring the Admin account to a new email address?We currently do not have access to the existing Admin mailbox, so we would also like to know what verification or authorization is required to complete this change.Thanks in advance for your help.

Hi!  My team is looking into getting Zendesk for the first time and we are looking for feedback from real users on how this can help us streamline our customer communications, we are also looking for feedback on the standard supervisor reporting that comes with the platform and if many users have had to upgrade to advanced reporting to sustain their reportable metrics. We would also love to know how likely it is that we would need to upgrade our automations, or if the standard variety is acceptable.Is there an ability to add a chatbox to our website that sends the chat to a zendesk user? Information about us:Serving roughly 80,000 clients monthly across, 700 phone calls, 1400 emails and support chatbox on our webpage. Hoping to streamline communication so that we have historical data for prior communications with the client and can reduce redundancy by compiling all outreach into one place, vs manual searching to see if the problem has already been solved. 

Students rarely know which department owns their issue.How have you designed your request forms to make them simple while still collecting enough information for routing and reporting?

Hello,I'm trying to integrate Zendesk Messaging with my own backend system.My requirement is to make a single HTTP request to my external system when a chatbot conversation (or messaging session) has ended. The external system only needs to be notified that the conversation/session is complete—it does not need to send or receive any messages, interact with the bot, or involve a human agent.I've looked at the available Conversations webhooks (such as conversation:message) and the documentation around messaging sessions, but I haven't found a clear event that indicates the end of a chatbot conversation or messaging session.Could you clarify the following? Is there an event or webhook that is triggered when a messaging session or chatbot conversation ends? If so, can it be used solely to notify an external system via an HTTP request? If there is no such event, what is the recommended way to detect that a chatbot conversation has ended so an external API can be called? For context, we

In an effort to create a report using Analytics, I am able to pull groups and users associated to each group but cannot determine how to pull the access level for the user. I need to provide a listing for user access control reviewed bi-annually. In going through the documentation or your knowledgebase, it appears that I may be able to do this by pulling in the access level via API.  Is that the case?Regards,Rick.

Hi all,We run 100% of our support through WhatsApp via Sunshine Conversations, and we'd like to send a native WhatsApp Flow (the multi-screen interactive experience from Meta, not the hosted-form message type) as a post-resolution survey — two questions: an NPS-style 0-10 score and a "was your issue resolved?" yes/no.I found the "Flow template messages" example in the developer docs (message overrides / passthrough), where you send a WhatsApp template with a button component of sub_type "flow" and an optional flow_token:https://developer.zendesk.com/documentation/conversations/messaging-platform/programmable-conversations/message-overrides/#flow-template-messagesMy specific questions:1. Has anyone actually gotten a Flow template message delivered end-to-end through Sunshine Conversations (not just Meta's raw Cloud API)? I saw an older community post (https://community.zendesk.com/ideas/2316) saying WhatsApp Flows "isn't available" with Sunshine — is that still accurate, or has this shi

We have 4 brands set up in Zendesk, each representing a different application we offer. Some customers use multiple applications/brands, but all support requests come into a single general support email address connected to Zendesk.We're trying to set up Advanced AI for Email to determine which brand a customer's email relates to, using this logic:First, check the customer's initial email message to see if they explicitly state which brand/application they're referring to. If so, treat that as the brand and follow the corresponding segmented condition. If the brand isn't stated in the email, fall back to a custom organization field called "Org Application Contracted for" and use that field's value to determine the brand.I tried building this with segments in the dialogue workflow, but it seems Zendesk isn't pulling in the organization field value before it evaluates the segment condition — it just falls through to the fallback path in the use case dialogue workflow rather than matching

Hi team,Generative AI and conversational voice agents are fantastic, but there are specific scenarios where traditional DTMF (keypad) input is still superior to voice recognition.Use Case & Pain Points: Accuracy with Numerical IDs: Collecting long numbers, IDs (such as an ID) or codes via Speech-to-Text often leads to transcription errors due to background noise or accent variations. Privacy & Security: Users frequently feel uncomfortable dictating sensitive information (e.g., PINs, security codes, account numbers) out loud in public or shared environments. Feature Request: It would be extremely valuable to have a native node or step within the Voice AI Agent builder that allows collecting DTMF keypad inputs directly (e.g., "Please enter your ID followed by the pound key").Is DTMF collection currently on the roadmap for Voice AI Agents, or is there a recommended way to handle this without requiring complex third-party telephony middleware?Thanks!

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 adjust the sensitivity?  We’ve tried various instructions but no luck. 

We have enabled the Multi-recipient Email Tickets EAP in both our sandbox and production accounts.The feature works correctly in production when an email is sent from an external address. However, when the sender is within our organisation’s Microsoft 365 domain, Zendesk recognises the multi-recipient email but creates only one ticket.When an inbound email contains two or more valid Zendesk support addresses in the To or CC fields, one ticket should be created for each support address. An email from an external personal account was sent to two production support addresses.Result:Two tickets were created successfully. Each ticket was associated with the correct support address and group.An email from an internal Microsoft 365 address was sent to multiple production support addresses.Result:Only one ticket was created. Zendesk created a Multi-recipient email ID. Zendesk added the automatic internal comment stating that separate tickets had been created. The creation audit contained all i

We enabled the feature in our production environment a few days ago, after some brief (but successful) testing in our sandbox. However, we are seeing emails sent to multiple support email addresses that only have 1 ticket created. I created a support-ticket, but was redirected here for support. In the one successful instance, the email was sent from an external email address, while in the unsuccessful instances the emails all originate from company email address (most  of which are end-users, but also at least one light agent). 

Hey everyone, thanks for having me in the community!I'm part of the team at Code Design Studio (https://codedesignstudio.com.au/), a web development and digital marketing studio based in Australia. We build custom websites — WordPress, Shopify/WooCommerce, and Laravel-based web applications — along with SEO and digital marketing work for clients across a few different industries, including some service-based and healthcare businesses.We're currently looking into how Zendesk could fit into our client support workflow — handling project queries, support tickets after a site goes live, that kind of thing — so I wanted to introduce myself and start getting a feel for how the community here uses it day to day.If anyone's got tips on setting things up well for a smallish agency (rather than a huge enterprise support team), or lessons learned from switching to Zendesk, I'd genuinely love to hear them. Happy to share what we learn as we go too.Looking forward to being part of the community!

Hello and good morning from a windy Sweden! We are in our first two months of using Zendesk for our Support team and are still very early in adopting it.  For our Support cases we send out a post-case survey where I have set it to use a 5-scale emoji-type with a text to go along with it. But I cant seem to find how I see the average CSAT score. I can only find the % number in Explore, but I want the average.  Can anyone help guide me in the right direction?  All the best-Mattias

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Hi everyone,I’m curious how folks are organizing their Zendesk knowledge bases when balancing human agents and AI agents.Much of the advice around deploying AI agents suggests that the knowledge you expose them to directly dictates their scope and response quality. If AI knowledge needs to be tightly controlled to ensure accuracy, does it make more sense operationally to maintain a single, permissioned KB or split them up? For those who are already down the path of deploying AI agents, what setup has worked best for you?Unified KB: Sharing one KB across human and AI agents, restricting what the AI sees via permissions or labels? Dedicated KB: Creating a separate knowledge base tailored specifically for AI consumption? Would love to hear how you’re managing this!

We have the Sunshine Conversations V2 Messages API working, but when we try to use the Passthrough API, we are getting a "should have required property 'content'" error.   Here is the request, payload, and the response: POST: https://api.smooch.io/v2/apps/62d2b047fa1d7700ef4bc9f1/conversations/a63b416485367d8a768f6c6a/messages{"author": {"type": "business"},"content": {"type": "text","text": "Test"},"override": {"apple": {"payload": {"body": "https://smooch.io/","type": "richLink","richLinkData": {"url": "https://smooch.io/","title": "Title","assets": {"video": {"url": "https://images.apple.com/media/us/homepod/2018/98e6cc1a_37ec_4e69_b717_9e58c71e1937/films/expand/homepod-expand-tpl-cc-us-20180306_1280x720h.mp4","mimeType": "video/mp4"}}}}}}}{"errors":[{"code":"bad_request","title":"should have required property 'content'"}]} According to the documentation, the V2 API does support the "override" / passthrough APIs for Apple Business Chat:  https://docs.smooch.io/rest/#o

Hello, I have 19 PDF files, each smaller than 10 MB. The largest file is, I believe, around 9.5 MB.For some reason, not all of the PDF files sync successfully. On the first attempt, only 10 files are synced. When I try to sync again, only total of 4 files are synced instead.I have tried using both SharePoint and Dropbox, but the issue remains.Is there any way someone can help me solve this issue? Best regards,Devanor

Hello, We are trying the following workflow and we are wondering how to achieve it successfully, if within the product current capabilities: Customer first interact with AI agent and then is escalated Customer is routed to a human, via IVR WHEN no human is available, the customer is redirected back to the AI Agent so it continues assisting in the absence of a human agent.Ideally, we would also like to have the AI Agent just at the end of the equation, with no previous interaction Customer calls in and is routed to a human, via IVR WHEN no human is available, the customer is redirected back to the AI Agent so it continues assisting in the absence of a human agent.

Good Day, I would like to add/have an escalate button within support tickets where the customer can click on in case he is not satisfied. When he clicks on the button an email should be send to one or multiple users and the customer should be notified that the ticket was escalated and the will be contacted shortly. Thanks, Arjan Vermeulen

 Hi everyone,I'm building a custom Zendesk Top Bar App using the Zendesk Apps Framework (ZAF) for our Zendesk.The app creates tickets successfully and includes a custom attachment component. The UI shows the file as attached, but the attachment never appears on the created Zendesk ticket.Current BehaviourThe attachment component works as expected in the app:File can be selected Drag and drop works Image preview works File displays as "Attached" Ticket is created successfullyExample:![Attachment UI]image of how it looks on the app.However, after the ticket is created:No attachment appears on the ticket No downloadable file is available The ticket comment only contains the text contentWhat We're Currently DoingUser selects a file. File is read as binary. File is uploaded to Zendesk using:POST /api/v2/uploads.json?filename={filename}Upload token is extracted from:response.upload.tokenTicket is then created using:{ "ticket": { "comment": { "body": "Test", "uploads": ["upload_

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.  

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!