Unanswered questions

Getting into this EAP, so much potential. I think a great out of the box feature would be the following.I am confident one could do this with a bit of API work but would like to see some "use case option" to address this for ease of use. 1. End-user calls into voice2. Agent recognizes or authenticates end user3. Agent identifies open tickets and asks end-user if call is regarding their open ticket4. If yes, transfers call to assigned Agent on referenced ticket  

I had a weird testing issue. Where the AI agent was correctly going through a procedure and at the very end while summarizng the issue and about to transfer, there was a puse then the AI agent starting asking discovery questions from another use case. I the coversation log, I dont see any references to tracking what use cases are used or how th ai agent routes. So I guess my question is to Zendesk on what I can do to properly report this anomaly to assist you in correcting any bugs or use case improvements?

when setting up use cases in voice, I was looking ofr a similiar feature as in messaging and email to pull Get_user_info and get_organization to pass to the ticket if the voice call is escalated. As the majority of our calls, the caller id shoudl be a contact number to an end-user. I would like to pass this information to the ticket. Furthermore, I have the voice agent asking for name, phone, company, so if the placeholder is made, shoudl I be able to link the placeholder to the zendesk ticket fields and therefore if the caller id is linked, the placeholders would already be populated and the voice ai could just validate instead of ask for the information? here is a screenshot referencing what is available in email/messaging, but not voice. 

I might just be missing somethign as I am only a few hours into learnign this product.In my standard AI Agent I can pull organization/user information and pass that into the ticket.In the Voice ticket, that does not appear to be an option.specifically, I was tryign to have the voice agent upon escalation give the caller the ticket # that was created as a reference. It responded with the conversation ID, it had no access to the ticket # creatted. I also noticed, no information was stored in the coversation log, for all the parameters in my procedure. I was hoping these could get saved and passed into the ticket that was being created.

I am setting up my voice agent and adding instructions under Content>InstructionsUnder the individual instruction the test button is greyed outUnder the Instruction window, I can select test AI agent but nothing happens, it just hangs when I ask a question.  Any thoughts?

I just used the updated interface for macros. With the new Zendesk update to Workspaces: Macros, the manual editing of the order of Active macros is now broken.I created a new macro in Workspaces > Macros with the filter Status Active, which is inserted at the bottom of the list of macros.When I select  Actions>Edit order, the macros presented are not the Active macros. ERROR.In the previous Managing macros interface, the existing order of Active macros was presented (displayed) correctly.Is this a bug? Is there a fix?

Our organization requires platform-to-platform-specific service user accounts  (eg Salesforce:Zendesk and Jira:Zendesk should be different accounts) for integrations in our security policies.Based on guidance we received during initial implementation, it sounds like you need to allocate an agent seat for each integration. For instance, if you want to have individual service users that interface distinctly between Jira and Salesforce using their respective apps, or to operate within a middleware (necessary for storing credentials in non-app API workflows, since you can’t secure them in business rules), you need to pay for an agent seat for each.Is that correct or can this be managed differently to better comply with enterprise data/platform security policies without paying for a dozen seat for “agents” that don’t exist?

Hi, I'm developing an app and I was wondering how to open the other tickets in the same browser tab and open a new tab in Zendesk. Now I have linked to the other tickets in the interaction history, but when the user clicks on the links to the tickets, it opens in a new browser tab.Like this:  I want it to open like this:  Whats the code for this? Thanks for help in advance!

I know that these two are no longer distinct technically but reading the documentation it isn’t super clear to me if there’s actually a significant change as Zendesk would have you believe. I can see that the upgraded AI can access API’s, and that might be something that would be a game changer as I’ve just started messing around with managing our help center via API, but if anyone has done that already, I’d love to hear examples of how you’re using that. 

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 team, we use Zendesk for ticketing and the help center. We use gainsight for community. Can we leverage our community for Zendesk agentic AI and copilot?

Hi there!Adam here says admin and tier 1 support manager. I’m excited to be at zendesk. I do wish to have a standard cadence with my customer success manager so that I can improve the connection between the product and my company  thanks relate team!

What this means to me is I like to find tools and workflow to help our agent not just improve how they work but enrich our customer journey.

Today I got a 2nd email announcement about the coming end-of-life for AI Agents-Essential. This email notes that the changes are rolling out starting April 27 (i.e., 2 days ago). But if you link to the announcement post, you’ll note that the rollout has slipped a month (to May 25-June 12) with no change to the end-of-support/end-of-life dates.The post also notes “In the coming months, we’ll share detailed timelines, transition plans, and guidance to help you transition to the upgraded AI agent experience.” (emphasis added). Those details, plans, and guidance should be in place now. The schedule has barely 2 months from the end of the rollout window until the end-of-support date.We have a Professional instance - no sandbox. Any changes we need to make are to our production environment. This is fraught with risk. Setting up AI Agents-Essential for email was trivial and works well. Reading the documentation for email for AI Agents-Professional makes my head spin with the level of complexi

Hello.. I'm using "client.on("ticket.conversation.changed", func)" in my app, to capture the conversation changes.. But, I'm facing some issues in that.. That function triggers multiple times, when a single message came..  (ie), When user sends a message means, that function triggers multiple times (sometimes more than 40 times), so that it captures the conversation data multiple times.. Therefore, It slows down my app functionality.. So, I need to control that triggering event only once, when new message came or any conversation changes happen.. Can you please suggest any ideas to control or off that conversation listener, when function not called.. I just tried with "client.off("ticket.conversation.changed")", But, its not working.. Looking forward for solutions.. Thank you..

Let’s talk about Copilot Ticket Summaries!I didn’t really want to talk about them. In fact, we already did talk about them, tried them, and decided not to buy them. Then you decided to make it weird by forcing them on everyone as a freemium upsale, in the hopes we’ll love them so much we want to pay a severely discounted price for them for a short time before the AI compute bill comes due for us all.  How do we opt out of having this unwanted and already-rejected feature enabled for our account? In advance, if you please.I don’t want to have to wait for them to be switched on to switch them off. And if I may say so: This is a pattern of feature rollout with Zendesk that is starting to get annoying. 

Hi,We’re noticing ongoing issues with the Live Talk data dashboard. There are discrepancies between the summary tiles and the drill‑down views, and the data requires frequent refreshing. Even after refreshing, the information is often inaccurate - for example, the dashboard may show 7 agents as “Away” when only 4 are actually in an away status.We’re also experiencing issues with suspended tickets. The dashboard indicates suspended tickets, but when drilling into the view, none are displayed. A refresh is required before the correct data appears for review.Also worth noting, this is only effecting users in the updated dashboard. 

Hello,Considering the following change: Announcing changes to how WhatsApp users are identified – Zendesk helpIs there any way we can retrieve the phone number? maybe a new messaging/sunco endpoint.  We rely on this value to carry out integrations with many clients; this will disrupt the operations of many businesses Kinds regads, 

At the end of last week Agents started seeing an “Asset limit reached” message in Support, however in Admin assets show as available.Message in SupportAssets in AdminI’ve not been able to see a reason for this, and it means Agents can’t add or edit assets in Support.

Hello everyone, I am trying to create a metrics that gives me all the ticket ID that verify both conditions: Not include either tags "Y" and "Z" (so exclude all tickets that have both Y and Z and tickets that have Y or Z) Includes any of the tags "A" and "B"I have triedIF (NOT INCLUDES_ALL([Ticket tags], "Y", "Z") AND INCLUDES_ANY([Ticket tags], "A", "B")) THEN [Ticket ID] ENDIFAs well as IF (NOT INCLUDES_ANY([Ticket tags], "Y", "Z") AND INCLUDES_ANY([Ticket tags], "A", "B")) THEN [Ticket ID] ENDIFIn both of them I still have tickets that have either tag “Y” or tag “Z”. The “NOT INCLUDES_ALL” has a lot more results than the “NOT INCLUDES_ANY”. Any help appreciated since the Zendesk Bot only gives me back the NOT INCLUDES_ANY any solution however I rephrase or adjust my request. Cheers!

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

Hello there Zendesk community! Has anyone else experienced issues with the submit button since the Unified Navigation rollout? (April 20 - May 4, 2026): https://support.zendesk.com/hc/en-us/articles/9562911580570-Announcing-unified-navigation-across-Zendesk-products We have a ticket open with Support but wanted to check if others are seeing the same thing. What we're seeing: Agents intermittently find the submit button greyed out and unresponsive while working on tickets in the Support UI. This affects all ticket statuses, New, Open, Pending, and Solved. The only workaround is to close the ticket or refresh the page, both of which result in lost work.A few details that may help narrow it down:- The issue started after Unified Navigation rolled out to our account last week- It affects agents across two separate teams in different geographical locations on different networks- There are no common browser extensions, apps, or configurations between the affected groups- We've confirmed it p

I have 45 groups and only 3 of those belong in QA (and are already there).  How do I prevent all of this noise from being put in QA? referencing https://support.zendesk.com/hc/en-us/articles/10547258131098-Announcing-Group-sync-between-Zendesk-and-Zendesk-QA 

Hello,we are migrating Jira from Data Center to Cloud, and we have a ZenDesk integration.I saw this article: https://support.zendesk.com/hc/en-us/articles/4408830699546-Migrating-the-Zendesk-Jira-integration-when-moving-Jira-instancesThe migration guide seems to be quick and simple, but it just talks about a switch from DC to Cloud.Since we are on a big instance, we are planning a migration in more steps.How would it work in this case? Is it possible to migrate projects in more steps? Or is it required to migrate all ZenDesk projects at once? Thanks a lot!Roberto 

Hi team, Could someone please help me figure out how to format the json to set actions (i.e., update fields) for many macros at once? I'm looking here, but it only shows me how to update the active status for the macro or the macro position. But I need to update other fields (like, all of them: priority, type, comment text, category, etc) for ~500 macros, so I'm desperately hoping I'm just formatting my json incorrectly and it's not the case that you can only use this endpoint for updating active status and position :x. This is the json I used to test, and the active status changed properly but the actions didn't stick. Am I formatting incorrectly? {   "macros":   [       {           "id": 1234,           "active": false,           "actions":           [               {&nbsp