Admin center

Smart Ticket Escalation TrackerProblem StatementSupport teams manage a large volume of tickets, making it difficult to consistently monitor pending requests, identify tickets approaching SLA breaches, track prolonged inactivity, and follow up on unresolved escalations.When tickets remain unattended or are transferred between departments without clear ownership, resolution times increase and the customer experience suffers. Agents and team leads often have to rely on manual checks, ticket views, and reports to identify these risks.There is a need for a centralised, proactive solution that highlights tickets requiring immediate attention and guides agents towards the appropriate next action.Proposed AppThe Smart Ticket Escalation Tracker is a Zendesk app designed to monitor ticket health, identify escalation risks, and help support teams prioritise follow-up actions.The app would analyse available ticket information, including status, priority, SLA deadlines, last update, assignment hist

Over the past year, we had made several updates to our product, such as renaming certain pages and reports. We had done our best to update the help center articles to reflect all of the changes, but it turns out we missed one. Here’s how I found out:A user spoke with our chatbot and asked about a user profile setting. Our AI agent replied “… confirm that Receive Email Reminders is set to Yes in your profile. In some organizations, this setting may appear under Work Details or Organization." but actually, the profile section “Organization” was the old verbiage, which had been updated to “Work Details”. When I first reviewed this AI ticket, I didn’t know why it would’ve answered that way. I went to the Admin Center and used the Admin Copilot, asking why it would be responding with those two suggested locations. The Copilot was able to review our articles and found the two that were inconsistent, then offered to correct it for me! Without me even telling it, Copilot knew which one was ou

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One of the biggest things I’ve learned in Zendesk is that customers don’t know, and frankly don’t care about, your organizational structure. They shouldn’t have to figure out which department they need, which form to use, which email address to contact, or which phone number to call.Instead, simplify the experience as much as possible. Give customers a small number of clear ways to contact you, then use Zendesk’s routing tools, forms, triggers, automations, skills, and other logic to determine where that request actually needs to go.The customer should be able to say, “Here’s what I need help with,” and Zendesk should do the work of figuring out who needs to handle it.The simpler you can make the front door, the more flexibility you have behind it.Simplify, simplify, simplify. Let the routing engine worry about the org chart.

Hi.   We are updating our email domain which means all our team member emails need updated.  Is there a way to do this with the bulk update?  I tried but it created a new user.  As you can imagine, I'd like to avoid to do this manually since we have a good number of team members. ThanksChris

Hi,Use Organizations + custom objects + lookup relationships.A practical setup would be:Parent Account > Site Location > Users (Patients)1. Create the Parent AccountGo to:Admin Center > People > OrganizationsCreate: HospitalUse the Organization for the top-level account.2. Create a Site Location custom objectGo to:Admin Center > Objects and rules > Custom objects > Objects > Create objectCreate: site locatonAdd fields such as:Site ID Site Name Address Status Parent Account > Lookup relationship > OrganizationSo: HospitalZendesk Custom Objects are designed for data that doesn't fit the standard Users or Organizations or Tickets model.3. Create the Site Patient as UsersKeep actual people as standard Zendesk Users rather than creating a separate custom object for every person.Add user fields:User Type: patient Site Location: Lookup relationship > Site Location Patient ID, if requiredFor example, you can associate each user with their respective site locati

Hello All, I am  new to ZenDesk and come from a Salesforce HealthCloud organization where I administrated that CRM. ZenDesk seems completely foreign to me and seems to be lacking a lot of out the box functionality.I am looking for guidance on how to best create a account hierarchy. My company is in the Biotech space so I am looking to create a hierarchy of:  Parent Account > Site Locations > Site Contacts > Patients Example: Mass General Hospital (Parent Account) > Brigham and Womans (Site Location) > Dr. Tom (Site Contact) > Patient (Patient) My team will be communicating to both site contacts and patients from different site locations so need to roll this all up.

 Universities often have dozens of departments supporting students, from Admissions and Finance to IT, Examinations, Transport, Housing, and Student Affairs.Do you manage these through a single Zendesk instance or separate service desks?What has worked well, and what challenges are you still trying to solve?

Hi There! Our organizations have a text field that indicates who their reseller partner is. I would like that organization field to drive automatic updates to end user fields. Example below: - Organization partner field contains the text "reseller A" -When organization partner field contains "reseller A", the user picklist field should be set to "reseller A" which then tags the user so I can segment their guide content. 

How can we restrict users from toggling other users' talk activity (e.g. Online, Offline, Away, Transfers Only)?

We get a lot of spam messages sent through our email channel. Marking them individually as spam isn’t making a difference in the workload because of how many there are. Instead, I want to create a trigger that will automatically resolve any tickets where the requester email contains “noreply”, “no-reply”, etc. From what I’ve seen, there’s inconsistent information about whether the Ticket > Requester email condition exists. It’s not available for me as an option. I also can’t establish the target senders as an organization because no-replies come from a variety of domains. And before you ask, I don’t have permission to set rules for the support address our emails are forwarding from, only to organize them in Zendesk.Any ideas would be great! I’m spending way too much of my time deleting spam, not enough time helping actual customers!

Hi everyone,I'm Head of Customer Service at a live events ticketing platform, and I'm currently wrestling with something I suspect is a pretty universal problem : Zendesk governance at scale.Our instance has been running for 4 years, built by many different people along the way. Triggers, macros, fields, and integrations have piled up, and today no one really has a full, exhaustive picture of what does what and why.We're working on a system to get a handle on it (mirroring the instance elsewhere, assigning ownership by domain, linking technical config to business objectives...), but I'm convinced we're not the only ones facing this.Some concrete questions we're trying to answer:How do you get a clear, readable view of your setup without spending 2 hours in the Admin Center? How do you define who owns what (triggers vs. macros vs. Help Center vs. bot)? How do you detect when a piece of config contradicts a business objective? How do you manage dependencies between Zendesk config and the

One thing every newer Zendesk admin should know is that trigger order matters.Triggers run from top to bottom, and the actions taken by one trigger can affect whether the triggers below it run. A trigger can be perfectly configured on its own and still produce the wrong result because of where it sits in the sequence.I recommend organizing triggers using the SANE framework:S: SettingsSet forms, fields, priorities, schedules, tags, and other foundational ticket values.A: AssignmentsRoute tickets to the appropriate groups and agents, moving from broader rules to more specific exceptions.N: NotificationsSend the right messages to customers, agents, and other stakeholders after the ticket has been classified and routed.E: ExceptionsHandle integrations, special circumstances, error alerts, and anything that falls outside the standard workflow.Whatever structure you choose, use trigger categories, consistent naming, and a clearly documented order of operations. Your future self, and the next

We’re validating our long-term Logging Strategy roadmap, and we’d love your input.If your role includes access to Access Log and Audit Log in Zendesk Admin Center, please take our 5-minute confidential survey. It’s for research purposes only, and every response helps us better understand what matters most in real-world workflows.Survey: 🔗🔗🔗 Help Shape the Future of Zendesk Logging & Audit Capabilities 🔗🔗🔗Your perspective directly helps shape what we prioritize next. Whether something is working well, needs improvement, or is still missing, we want to hear about it - that’s how we build better experiences.Thanks for taking a few minutes to share your thoughts! We truly appreciate it.

Preface Today, mid-March 2020, when COVID-19 is on the rise and many companies are affected, we need to support each other even more than usual. We all are facing very special management and productivity challenges doing customer service these days. And I think that knowledge is the best weapon against those challenges.  That's why I decided to share another piece of my professional knowledge with the community. Last time I posted about my approach to set up or optimize Zendesk using Customer Journey idea. I know this post might sound a bit too theoretical - so I would like to share more practical stuff today.  I have been doing professional Zendesk consulting for the last 9 years. One of my best-selling services is Zendesk Health Diagnostics. I have diagnosed many Zendesk accounts – from small one-agent accounts to big enterprise-scale ones – and collected a lot of cases. But all the time I was facing the same repetitive issues/optimizations.    The Checklist 

We are just about to move from Intercom to Zendesk and to my absolute surprise it seems to be impossible to use the Email From (Sender) adress in any kind of filtering, routing or Business rules. I found the below thread in this forum dating back som years...and it still does not seem to be resolved?!?!https://community.zendesk.com/ideas/trigger-conditions-sender-email-address-5377/index3.html?tid=5377&fid=None Except using the organization domain as the filter, which is very blunt, has anyone come up with another type of solution that takes ZD into the standards of email handling? Configuring this outside ZD in an email server is not a good option for us.@Zendesk - When will this standard feature be implemented?? Cheers,Jens

Hi all! 👋 I am very happy to proceed with my series of Zendesk optimization posts. You can find previous ones about general Zendesk setup, ultimate optimization checklist, ideal KPI system, and excellent ticket categorization. This very post is based on those posts' ideas – so feel free to read them for having better context. Today I would like to share some best practices for organizing and using macros in Zendesk. After many Zendesk optimizations projects, I found that macros underutilization is the main productivity killer in Zendesk. Actually, I see the same issues with macros usage across very different Zendesk accounts all the time. But in fact, with pretty minimal efforts, you can fix these issues and improve your Zendesk productivity significantly – and other KPIs as a result since the speed and quality of the customer service is a key competitive advantage today. Top 10 issues with macros in Zendesk The following are issues with macros organizati

One of the things I’ve always loved about space is the idea that the universe is constantly expanding, but everything in it is still built from the same core materials.Zendesk can feel a little like that.As an organization grows, your Zendesk instance expands with it. More teams come in. More workflows get added. More triggers, automations, views, forms, groups, brands, SLAs, and reporting needs start orbiting around the same system.And if the foundation is strong, that growth can be exciting.If the foundation is weak, it can start to feel like gravity is working against you.For me, one of the biggest lessons in managing Zendesk as an organization grows is that scale does not usually break all at once. It breaks quietly. A trigger gets named something vague. A view gets shared with one too many groups. A team adds a workaround that solves today’s problem but creates tomorrow’s confusion. Nobody means to create chaos. It just happens when the system grows faster than the governance arou

We’re launching Zendesk Voices, a new series that highlights the expertise of Zendesk customers and partners.For our first post, we want to hear from Zendesk Admins who are managing Zendesk as their organization grows. Share what you have learned, how you handle change across teams, how you spot opportunities to improve, and what tools make your work easier.We’d also love to hear how you track the results of your changes, whether through data, feedback, or both.Share your story right here in our Admin center forum, then visit the Spark reward hub for full details and to make sure you are eligible for rewardsOnce we review and approve your post, you will receive points.

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?

Category: Nav Bar App | Custom Objects | Data ManagementWhat this app doesThe Custom Object Directory Manager is a full-featured nav bar app that turns any Zendesk Custom Object into a searchable, filterable, and editable data directory — all without leaving the agent interface.Agents can browse records, filter and search data, open a detail panel to view or edit records, and perform bulk operations such as updating or deleting multiple records at once. Every change is tracked in a session history, and inline edits can be undone and redone with dedicated Undo/Redo controls.This recipe is intentionally designed to be adaptable for any Custom Object structure, regardless of the customer's use case or field configuration.Use caseThis recipe is a good fit if you:Store operational, business, inventory, location, customer, asset, or reference data in Zendesk Custom Objects Want agents to search, filter, and edit records without leaving Zendesk Need bulk update or bulk delete workflows for la

🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Follow and contribute to the conversations in the Relate Hub that interest you most. Increase your odds: Every discussion you join increases your chances of winning one of 10 complimentary tickets. The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 Topic 10- Resolution RoundtableAdmin-to-Admin: What’s actually working?Being a Zendesk Admin often feels like being the person behind the curtain. You’re the one fixing the triggers, cleaning up the tags, and making sure the whole machine actually runs smoothly for everyone else.What’s a recent win you’ve had with your account, or a hurdle you’re still trying to clear? Let’s swap notes on what’s actually making y

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 

Migrated Users into Zendesk from Freshdesk. How do they log in? Help!We are migrating this evening from Freshdesk to Zendesk. We have moved all the users over to Zendesk.If they want to see their existing open tickets. How do they login? Do they create a new account? Or do they reset their password?Any insight would be helpful!

We have 2 distinct organizations of licensed agents accessing the same one Enterprise account.  One organization uses Microsoft Active Directory and the other uses Google G-Suite/Workspace. For security purposes, we want users from both organizations to be authenticated using single sign-on by their own identity management system. Is this possible?  Is there an article? Thanks