Admin center

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.

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Background: My client has many levels of CX personnel, some new and some very experienced. We are a security company. Problem: We noticed that, despite all the training, some CX personnel automatically click on attachments and may even type the passwords supplied in the text.  These tickets are shared and many CX people take over from each other. Thoughts: Is it possible for a CX person to move the ticket to another group, say S (for security).  This ticket can now be opened ONLY by members of the S group. I am looking for a workaround or some feature that will help move these tickets out of the main group.  Some of my security experts can then examine the attachments and other text and respond appropriately.   All suggestions welcome.  

Hello, I would like to ask some clarifying questions related to user view permission and the creation of user segment for Zendesk Support. Here's what we would like to achieve: we would like to restrict our end-user view permission based on the plan they're on with us For context: we're under the Professional plan that gives access to 5 FAQs. Our product has 3 different pricing plans in general. We have a user base (end-users who are our customers) that we want to segment based on the type of plan that they have with us. In addition to that, we'll have one content that is shared among all the users. My questions are: - Do our customers need to create a Zendesk account in order to access the articles? I saw the ability to give access to the articles to only signed-in users, but could that be signed-in users through our platform?- When creating the user segment, could we apply the tag in a batch that is directly from our database then mirror the tag on the settings of Zendesk?- If we wer

Hello, I have a question concerning one of our customers. This customer says he can't find certain tickets belonging to the organization he works for. I checked his account to see if he has access to view his company's tickets. He has the sufficient rights to view them, even when they aren't assigned to his personal account. Yet these three specific tickets aren't displayed in his list of tickets belonging to his organization. The same thing happened when I linked my test account to this organization: I wasn't able to find these tickets either. Yet, when I as admin look for the tickets myself, I can find them. So they are out there.I was wondering what might be the cause that he can't seem to find these particular tickets. All three tickets concerned are resolved/closed. Yet he can find and view other closed and archived tickets of his organization. I hope you could answer this question for me. Thank you in advance.Kind regards,Sanne

Hi! We sell software solutions to businesses. Problem is that we have no way to see what Client the end user represents and only an Administrator can add/edit Organizations. How does other Zendesk users group their end users under the Client name? Lets say John Smith works for Norway Automotive. Norway Automotive is our client. John is just someone working there. We need a way to see all Norway Automotive's tickets. And if Sarah Doe contacts us, also being an employee at Norway Automotive, how can we link them together? I would thin this was the Organization function, but I can't give all my Agents full admin rights just to be able to create a new Organization.Thanks a lot!

After generating a jwt and redirecting to <our_subdomain>/access/jwt?jwt=<generated_jwt> we get an error: "The unique request identifier was reused. Please fix this and try again."   I don't know what unique identifier this would be? I saw this post, but couldn't see any solution: https://support.zendesk.com/hc/en-us/community/posts/360044267013-JWT-SSO-unique-request-id-reused I followed this guide when setting up jwt SSO: https://support.zendesk.com/hc/en-us/articles/203663816#topic_gds_ydj_zj   Any help is greatly appreciated

{myloginur}?kind=error&message=JWT+signature+invalid.+The+signature+cannot+be+verified%2C+check+that+your+tokens+matchI enable the JWT seeing the details herehttps://support.zendesk.com/hc/en-us/articles/203663816-Enabling-JWT-JSON-Web-Token-single-sign-onMy configuration via Admin Center.1. Both SAML(using for some reason) and JWT is enable.2. In EndUser section, I tried enabling the ExternalAuthentication tried with both enable and disable.Receiving the same error.Code snippet Date now = new Date();Date expiryDate = new Date(now.getTime() + 6048000);String jwtString = Jwts.builder() .setIssuer("zendesk") .setSubject("zendesk-user") .setId(UUID.randomUUID().toString()) .claim("email", getUser().getEmail()) .claim("name ", getUser().getName()) .setIssuedAt(new Date()) .setExpiration(expiryDate) .signWith(SignatureAlgorithm.HS256, SHARED_KEY) .compact();String redirectUrl = "https://" + SUBDOMAIN + ".zendesk.com/access/

We've done several mergers and acquisitions.  As a result, we have end users with external IDs, who are also Staff and missing their external IDs. The end result I need is for that Staff user to have the external ID associated with it, merged with the End user account, without losing all the tickets they have assigned to them. I've written some API code that I've been using for merging end users.  My idea was to add the ability to get the tickets related to the Staff person, hold them in an array, set the Staff person back to an end user, merge the two users, set the merged account that now has an external ID back to Staff and reassign the tickets. This is a must-do task for us, and I have several agents in this situation.  What could possibly go wrong?

Our company is working on a stripped-down version of our software product that would only be available to a subset of users on what we're calling the "Essentials" package. All other users would continue to have full access to the product. Right now we have one Help Center with content to support the full version of the product. What would be the best way to host content for "Essentials" users. We looked into user segments, but that's only for 50 users per segment. Would another brand make sense? Any suggestions on how to proceed here?

It is becoming increasingly common to see pronouns in social media bios and in email signatures. There are many great reasons for including pronouns, which are best explained in one of the many articles written on the subject - for example this article in the Zendesk blog titled "Why gendered language is everyone's business". Adding or providing pronouns in communications can help to show you as allies, can help people feel welcome, and show that you as an organisation are inclusive and won't discriminate. However, there isn't an immediately obvious way to include these in a standard way across all of our agents - and also in a way that would be optional per agent. Solution: Allow agents to include their pronouns using Signatures This can easily be achieved using the signature functionality - so agents can then add in their gender pronouns if desired or not if they prefer not to: How do I do this? Step 1 - Update the signature in your Zendesk In the Signature/Agent Signature text

Hello,Is there a way to include profile photo in a bulk import users ?   Thank you

I have paid for 2 agents in chat but the "Enable Agent" button is greyed out.

Hello all, I am trying to bulk import a .csv (correctly formatted) which will update the email address to all of our internal Zendesk users. For some reason, it succeeds for the first 13 users and then it fails for all the rest with the error message "Name: is too short (minimum one character)". I looked around for this error message and followed all the advise I could find but nothing changed. Any idea what I might be doing wrong during the bulk import? My .csv has the following format: email external_Id email1@address.com xxxxxxxx email2@address.com xxxxxxxx

I am trying to set up JWT to submit tickets. The JWT method seems to work only when the user is trying to submit the ticket and is not a registered agent in the app.The scenario that happened is: I set up JWT, tested with external users, and worked properly. Then tested with an internal user ( the email used for creating JWT and the email of the Zendesk agent were the same ) and I got the 403 unauthorized error. I downgraded the user from agent to end-user and JWT worked properly! Please advise me on this issue. Is there some sort of limitations on using JWT?Thanks

You'd think this would be simple. But I can't figure it out. I just want to update their name, because the person I'm dealing with has changed, but want to keep the same customer account.

Just curious, does anyone know why duplicate domain names are allowed to be entered in the Domains field across different organizations? This seems strange given that Domains is used to automatically match requesters to organizations, and even more strange considering that Organization Name which serves no such matching purpose is forced to be unique.

Hello  I configured "Zendesk - OKTA SSO SAML" and it seems work with agent, admin account. but my end-user also affected. Please guide how not to affect "Zendesk - OKTA SSO SAML" for our end-user.

I have an agent that is not able to make public comments. I am able to assign tickets directly to her, she is able to make internal notes but does not have the option to make a public comment. Her user type is 'Staff Member', and she is set up like my other agents but she is the only one unable to make public comments. 

Hi,  Would it be possible to extract a batch of customer emails on a document (excel/svg/txt) to be able to run some analysis please?

Hi Zendesk,  We would like to have Incident notifications sent to our Zendesk admins via email so we are ahead of any downtime that would affect support.  Help us stay on top of things with our clients.    Thanks

Hi On our end users profiles we have a field called department which we have populated with staff or student depending on their role within out establishments. Does anyone know of a way we can query this to make user segmentation so that students don’t seem guides that are for staff eyes only? Or have a better way to achieve this? All end users are provisioned from Azure Active Directory

Hello, Is there a way to download a list of users who have posted to Gather to a CSV file? Thanks.

While logging in, I receive an unknown error that's not related to my username or password. When this happens, the only way to log in is to have an Admin on our account send me a reset link. When I receive the reset link, my account will then work for as long as I keep the Zendesk window open. Once I close my browser, I will again be unable to log in until the Admin sends me a reset link. Please advise.

Morning folks! We are running on the Enterprise Plan, and my company has A LOT of organizations, most because we use a different system that we integrated with Zendesk and that is sending the organizations info to the Zendesk API. I noticed that some organizations have been manually created, and now I need to know who did it. So, is there a way for me to check who created an organization?  Thank in advance!