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Hi - we are just onboarding ZD and trying to figure out our groups. Can anyone share any tips on how you have managed groups for new agents that can only work on certain query types for their first few weeks? tnx!

Hi all! I searched the interwebs but could not find anything about this, so you are my last resort. The question at hand is: when looking at an organization in Zendesk Support, I'm presented a list of tickets of this organization. Is it possible to change the sorting of this list? I can see the tickets are grouped by status, and then somewhat sorted within the grouping. I'm talking about this "view":https://*******.zendesk.com/agent/organizations/***OrganizationID****/ticketsIt would be great if there would be an option to change the "default sorting of tickets in organization view". I looked for it, but couldn't find it. Thanks for your help/thoughts on this! 

Hi there, We will be using Okta to login to Salesforce from next week. Currently we have a Salesforce plug-in connected to Zendesk that shows us Salesforce data regarding licensing and maintenance. We also push data directly to Salesforce from Zendesk via a Zendesk extension.  Both of these use some login information, would the Okta change affect them or are some logins left intact?  

Is there any chance we could see conditional fields implemented for users and orgs? As an admin, I'd love to be able to identify more employee information but I don't necessarily want to show those fields for all users, make sense?

After I changed my subdomain (e.g. from a.zendesk.com to b.zendesk.com) and I mapped it to a new external subdomain (e.g from a.mycompany.com to b.mycompany.com) I now get 403 Forbidden from cloudflare whenever I try to visit b.zendesk.com (or b.mycompany.com) I cannot log into my account to check my settings or change anything as I cannot even login to access the admin settings. I found one URL that does not redirect me right away (b.zendesk.com/access/normal) but once I log in it redirects me to b.mycompany.com and the same 403 page. Has anyone encountered this before? Or what remedies I might have? I cannot even log in to contact support from my account.   403 page in question:

So we've been using the Phone/SMS number provided by zendesk for a while now But today it said "Account blocked" When you click support, there is no support related to the issue. Frustrating!

We're using Enterprise. Certain Guide articles are viewable only by internal users, as set by the "Visible to" drop-down in the article's settings. When an internal user logs in to Zendesk they are initially taken to the same support page that our external users see, but of course when they search the Guide their results will include the additional internal-only articles. The internal user's login credentials persist in the browser until cleared or until they expire, but as things stand now there is no way for an internal user viewing our main search page to know they are signed in. Question: What's the best way to configure Guide so that an internal user arriving at our support page can know they are signed in?

I have a user within a customer organization who has one incident logged against his account.  He is no longer authorized to contact us for support and I need a way to prevent any further emails or incidents from being created and associated with him.  I have marked his account Suspended but that does not prevent tickets from being created and emails from being sent to him, nor does it indicate that to my agents from the user list. Note: our company just recently implemented Zendesk and we are manually entering all incidents from our customers - customers do not have direct access yet.

Hi,   I am trying to get the audit log with the support API /api/v2/audit_logs, but I failed with the below error msg:  {     "error": {         "title": "Forbidden",         "message": "You do not have access to this page. Please contact the account owner of this help desk for further help."     } }   I just double checked, my plan is support enterprise trial, and I am the owner of the domain. Could anyone help to trouble shoot why I can't get the audit logs successfully? Thanks very much.  

Hello, Two of our customers are unable to log in on Zendesk from time to time. However, they have been able to log in in the past. When they try to log in now, one of them gets a notification from Zendesk that says "Forbidden. Invalid authentication token". The other customer gets a notification that says her password is incorrect, even though she's sure it's correct (since this has happened several times now). Both of them are also unable to reset their own password/account. When I do it for them, they are able to log in again for a short period of time (usually several weeks). After that, the same thing happens again. I can't seem to fix it long term, no matter how often I reset their accounts. Could you perhaps help me find the cause of this, so I can solve it? Thanks in advance!

We have a custom portal where our users login. The entire login process is the Authorization grant flow and once Logged in, the browser has the session stored for Zendesk and I have the Auth Token to make API calls. However, once the user logs out from the custom portal, we revoke the Auth token, but the browser sessions are still valid and they can still access their logged in Zendesk. Question: 1. How do I logout the local session also of the user when I click on the Logout option on the custom portal? 2. I've also tried pulling the Active sessions from the API, but It gives me all the active sessions. It becomes really difficult to find the current session that has to be deleted from all the list of active sessions. I don't want to logout the user of a wrong session. Additional Details:  Currently I'm using the Logout URL ( company.zendesk.com/access/logout ) to Logout user. I open this link in a new tab to clear the session.  But I don't think this is the best possib

I work with a company that has sales agents who need to respond individually to tickets. All tickets should go to the company owner, me, and the bookkeeper. NOT to all the agents. We've entered agents and they go into some default group. At first they were all receiving all ticket notifications. Then we tried changing things. Now the tickets are emailed to me, the owner, the bookkeeper, and one specific agent, Dwayne, who is not on the ticket. We try assigning the ticket to the specific agent Chris. He does not get the email unless we tag him and make him a follower. Dwayne should not be getting these at all. Chris gets the bulk of the support tickets. I have 5 other agents who should get their own tickets, not everyone elses. How do we set this up? The company owner and I have spent hours on this. He wants to leave zendesk, but our bookkeeper wants us to keep it. |Thanks, Janet

I am puzzled as a supervisor to see an act like this created by an agent but I need proof. The company I work for does not have Explore. I am reaching out to anybody here that can give me insights some sort of explanation to what I am witnessing everyday. Agent1 - she gets majority of the tickets all the time (not sure how she does it but her speed is slower than my other agents she is in fact the slowest). Like today for 7 hours out of 82 tickets 49 calls (inbound&outbound) wrap up time is averaging 30 mins everyday. Missed or declined calls averaging 2- 3 calls everyday. Average talk time 4 - 8  mins. 2nd agent - 7 hours and 30mins 61 tickets 42 are calls (inbound&outbound) average wrap up 2-3 mins per day. No missed or declined calls. Average talk time has always been below 4 mins everyday. Faster in answering tickets than agent 1 always the 1st one to take the unsolved tickets. Agent 1 has more total tickets everyday beating other agents who has more time logged in. Fo

Hi, I am looking for a solution since one hour but simply cant find it. We have the Zendesk suite Growth Plan. I am the whole account owner and there are 3 other admins. Within the Zendesk Support Workspace I cant get the top bar (where you set you status to online, invisable etc) activated for one admin. The whole conversion bar is simply not there. I do have the login data from the admin and replicated all my settings (such as activate messaging for this admin) but it doesnt work. Hope you guys can help.  

Hello, I am hoping there is someone in the community that can help us solve a problem. We work with 3rd part contractors that do product installations for us. Once they are done with the installation, there are some questions we need them to answer to tell us how the installation went and if there were any issues and if there are any further actions needed. Additionally, they send us pictures to document the installation and those need to be saved to the original email. Has anyone had a similar setup and been able to automate the check out process in anyway?  I welcome all suggestions on how to make this much less time consuming.

Hi, i was wondering if it was possible to add a custom user field like "Title" and have it added to the agents signatures in Settings > Agents > Signature Or do we have to use Personal Agent Signature to add that kind of custom information?.

HI All, I am having an issue when I send out a "Resend verification email" out to an end user.  They get the email, but when they try to verify it is giving them a 403 Forbidden error message.  Any help would be appreciated, as I just sent out an email with a link to an article that the end users are not able to see.  

Hello, Is it possible to change how the Support page looks for Agents?  I am looking to change the layout and overall appearance of the page so it is less cluttered and easier to view with vision issues.  We have the highest tier plan. Thank you, Kurtis

Hi, In my company, we have two areas of business - one is B2B and the other is B2C. We are on Support Enterprise, with Guide Legacy (pre-2017, so access to multiple branded Help Centre's.). For our B2B workflow, each organisation we create represents a customer - each has a custom organisation field for the Support Level (Standard / Business / Enterprise) that they avail of. We use this Support Level to power our SLAs. We would like to make it so the end users belonging to an organisation (part of the B2B Brand) would be able to see either on the ticket or on their user profile, what Support level they avail of, so they would understand what the SLAs would match up with. I was wondering if there are any easy ways of achieving this or would it be a case of creating a custom Help Centre page / modifying the User Profile page to display this information? Best regards,Stephen

Hi All,  As the title says, I would like to know when it was the last time an end-user contacted us through Zendesk.  Do you know how I am able to achieve this?    Thank you!  Fallon       

Hello, I have a problem, the time of registration in support does not coincide with the real time.What I can do.

We are facing a critical issue. We manually change agent groups often for the purpose of training. Yesterday we learned that each time an administrator changes an agents' groups, all tickets that were solved by an agent in the group they are no longer in, gets automatically assigned to the administrator updated the group assignments. This is happening for all tickets regardless of status AND is NOT happening through a trigger.  This is causing a mass issue in our system because we have >1800 tickets that are now assigned to someone other than the original agent who solved the ticket. Is this a bug? What can we do to automatically route these tickets back? How can we ensure this does not happen again?

What is the rationale behind a Light Agent not being able to submit a ticket on behalf of a new user? I get that light agents should have restricted capabilities, however, one of their core responsibilities can be to lodge tickets. It appears this process is fine when users are already in the system, but what about users who are not? I get that it's not a light agent's responsibility to actively manage users/details. But why on earth can they not simply add an email to a ticket? The lack of this functionality diminishes the worth of paying for light agents to the point that it is not worth it. Zendesk, why does this artificial limitation exist?

Hi our team is looking to add some functionality to have a side conversation about a ticket.  In my process of looking around I have come across two options. The [Collaboration add-on] and the [Linked Ticket App]. Are theses two things different or the same? What are the pros and cons? Is there a cost involved? If they are different, how are they different?

We have one account which has multiple organizations (say US, UK, Brazil) . Now let say a light agent having one organization associate to it (say US only), having access to explore. Now when the agent is opening explore and seeing any report there without applying any filter there, will he be able to see the data for all the org of the account (here US, UK, Brazil) or will it see only data for (say US only) ?