Admin center

At some point recently the Settings/Admin pages changed in our Zendesk instance.  I used to click the gear icon and all the options would drop down, now everything seems to be in the admin center.  I need to add a new agent.  Previously, I would go to "People" and as long as the user had sent in a ticket, they would have a user account which I could search, click on and change their account to a light agent or full agent.  Now when I go into "People" I can go to "Team Members" and it will only pull up agents, it is not pulling up all of the users like it used to and I can't figure out how to find users in order to upgrade them to agents.  HELP!

Hello Team, We want to setup the HR team in zendesk in our current instance say:https://xyz.zendesk.com/, since HR group will have sensitive information, so we do not want even the admin of https://xyz.zendesk.com/ to have access for that. So, please suggest how can we achieve that. Regards,

Hello,Currently using a Radius Server, I would like to implement SSO for my end user (Zendesk being used as internal support).Do you have any advice or methodology to recommend ?   Thank you in advance

Hi, I would like to test our Answer Bot in a test environment prior to publishing it. We have a Professionals account and I remember we had the Sandbox option before. In some articles, It says only Enterprise accounts and in others - from Professional accounts and above. Can we have access to Sandbox? Thanks in advance,

Quick question. So lets say a client has three Zendesk products: Support, Chat, and Guide. How would navigating these three products in the admin look?

Hi All,   I've been given a challenge and was wondering if it were at all possible. A user would create a ticket requesting a Zendesk agent account for themselves to be created.  This would go to an approval team, once approved, an account is created using details entered into the ticket. I have no idea where to start but figured i would start by asking if it were even possible using Zendesk workflow alone.

I'm looking for a way to dynamically update users profiles with information that is logged into their organizations profile. For example, if the organization has a subscription to a service, I'd like that to also show on the users profile. Is there a way to do this, and if so, can it be done dynamically so the information only has to be input one time?

we passed window basic authentication with classic_asp_jwt_with_ad.asp script . but return back error message like : https://www.jobowling.com/logout/Default.html?kind=error&message=Please+use+one+of+the+options+below+to+sign+in+to+Zendesk. please help on it ?    

Hello All, first post here, let me know of any etiquette breaches.  I have created some new groups and I have assigned agents to those groups. No macros , roles, channels or triggers just yet, I just want to check on access and ticket visibility.  When I look at an existing ticket and attempt to assign it to one of my new groups the drop down list only has my original groups available.  What additional configuration is needed in order to get my new groups to show up as available targets in that 'Assignee' drop down field.  Thanks!

Can you please enable data exporting for:  https://inesta.zendesk.com/

We're on the Enterprise plan. I'm trying define separate Roles for each department in our organization. Right now, we have any user who doesn't need an Agent license set up as a Light agent, but I would like to have specific Roles set up with specific permissions (with as little access possible) for each department/group.  However, it seems that for any custom role I set up, each user I add to the Role consumes a license.  So my question is: does any custom Role mean that it is an Agent and will consume a license?  Alternate way of asking: Is Light Agent the only Staff role that does not require a license? 

Hi Team,I am in process of migrating users from one instance to another instance. How do I migrate them along with their existing credential?

Hey community, So, hopefully an interesting one for you all to think about and any help you offer is greatly appreciated! The aim here is to divert end users in certain organisations to certain ticket forms.Let me try and summarise what I mean: Let's say we have the following Orgs; Org1, Org2, Org3 and Org4Each Org has 10 people in them (all end users)We have 4 Forms; Form1, Form2, Form3 and Form4 All tickets (no matter whether it is an agent or end user), is always raised via the Help Centre. So, I want a way to say if you are an end user in Org1, when you hit "Submit Request" it automatically starts you on Form1. In addition to this, if you are an end user in Org2, Org3 or Org4, when you hit "Submit Request" You only see Form2, Form3 and Form4 and have no visibility of Form1. Hopefully that makes sense? Please shout if there are any questions I will do my best to provide further info. Thanks,

I really hope someone here can help us out real quick. We receive emails from our phone system for recorded messages regularly, sometimes we receive a lot of them within 30 minutes or so. I totally understand that this would usually get flagged as spam, but:  1) since day one of our account, we had that domain added to our "Zulassungsliste(german)"/Whitelist/List of approved mailadresses/domains - so if I understand correctly, all emails from that email adress or that domain should never end up in spam, right? 2) since today that email is being blocked as a requester all togerther. so not only did somehow all emails from our phone system end up in the spam folder, but I also can not "wiederherstellen/restore them automatically" like I usually can. When I restore them manually, the link to the recorded message recordings is not clickable anymore. Why on earth is Zendesk blocking a requester, whos mailadress AND domain is on our list of approved requesters? Where can I find this lis

Hello, we have recently activated Zendesk Talk in our account.  But, despite Talk being activated, we have no option to assign our agents access to it in the Admin overview.  Customer calls go straight to voicemail. We don't see the Talk widget in our dashboard to change our online status, and calls are not displayed in the dashboard at all.  We have tried to get in touch with several of your agents that helped us set up the number, as well as your general support email and chat, but no one has gotten back to us all week. 

Several of our end-users are unable to reset their password. Scenario:  Select Reset Password on Sign In page  Enter email  Receive a welcome email with no link to reset their password. It seems that some receive the welcome email/issue while other end users are just fine and receive the reset password link.  Have anyone run into this issue and how did they resolve it? Thanks  

Did zendesk remove the built-in chat support for agents/admins? I can't find it any longer. 

Hi There, Wondering if there is a quick solution in finding how active licenses are ie: check all granted licenses and check when was the last time that each license has been used. In order to decipher whether licenses could be cancelled and redistributed, to be more efficient. Any information would be great. Thanks!

Hi Zendesk Community I am facing issue about custom organization field, value and tag. Here an example of one of my custom org field :   As you can see, my value and my tag are completely different, but when i create a query in Explore, it only show the "Value" and not the tag. I try to find a way to show the tag for each value. If i select "Tag" as an attribute in Explore, it will display all the tag included in the related organization. I have tried to use these function : INCLUDES_ANY / INCLUDES / INCLUES_ALL, but none of them work, or i didn't found the good formula ? Is anyone can help me ? Thanks for your help  

For some reason i'm not able to find the section where i can edit the Standard EMail Signature anymore. Either i'm blind or it has been moved ? It used to be under Admin > Channels > Emails. There used to be a Tab with the Signature, but it's not there anymore. Can Someone help me out here please ? Also, is it possible to have some Agents without an Email Signature ? Or assign different Signatures for different Agents ?   Thanks in Advance   Sven

Hi there, it's not possible at the moment to see custom fields in the user profile on the right hand side of the agent workspace which is a bummer because it's the perfect place to store and have accessible at a glance important data from a customer. Do you have any plans to add an option to make it visible/not visible?

Is there a way to auto import users from GSuite? I am looking for a way to auto import user details into zendesk, eg org structure in Gsuite and office and contacts details. I know I can do it manually with a CSV but I would like a way to automate this

Hi,  Pre covid I had setup Zendesk so that when someone clicked the link "ourdomain.zendesk.com" etc They were taken to the frontpage of our Service Desk and could search for information or raise / update a request. No problems, they were logged in via SSO configured to authenticate using Azure. So long as they had access in Azure, they would be logged in Automatically.  Covid struck and I'm not sure what's happened in the meantime but we are starting to want to roll out out again now but whenever I try to follow the link, I'm asked to login with my Microsoft account, so I click my account and enter my password, it then states I am logged out and to close all open windows! - But I want to automatically login!  If I remove myself from having access in Azure and give myself access again, the same happens. Tried different browers and even different laptops but the same issue.  I can't even login to Zendesk at all using sso bypass to see what is going on!   Can any

Hi, I want to export the 'Activity Feed' to the excel file, how should I do it? Thanks.

Good afternoon, we have a website created with a Vue.js framework and we are using Zendesk as a separate subdomain to collect users tickets.We want our users to use their accounts of our website to login to Zendesk, so that users wouldn't have to have 2 different accounts for Zendesk and our website and woudn't need to signup one more time to have Zendesk account.As a referrence to needed functionallity - we found a similar solution on the service https://kickstarter.com/ and https://help.kickstarter.com/, we need help in implementing similar functionality. It would be great if you help me with implementing such thing or give me more details about that kind of stuff.