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Hey there,I have not seen anything yet in my reading but posting just in case. But is there a way to use the Action builder to connect a JIRA ticket to the JIRA app you all have built? Since I have a workflow that creates the Jira ticket and posts the ticket number as a comment but trying to remove the step of an agent then having to link it manually. Trying to see if it’s possible to add that as a step so the agent only has one action to take.

A feature I'd really love to see would be the ability to create a custom user role to allow our HR/IT department to provision/deprovision users. Right now, we need to give them admin roles add and remove new staff members. This means I hvae people in HR or IT who are massively over provisioned. Understandably it makes me really uncomfortable giving admin access to people with no understanding of the complexity of our setup and ultimately it gives them permission to do some real damage. Anyone else have this issue? 

Hello Community,I am seeking advice from anyone who has experience with automatic user provisioning in Microsoft Entra. Specifically, I am looking for guidance on how to handle the updating of phone numbers.My main concern is whether it is possible to synchronize phone numbers 1:1, meaning that the old, no longer valid phone number would be replaced directly by the new one. Or does the system add the new phone number while retaining the old one, even if it is no longer valid?Additionally, is there a setting where we can configure how phone numbers are managed during synchronization?I would greatly appreciate any insights or experiences you can share on this matter.Thank you in advance for your help!

According to /admin/account/billing/subscription page my subscription is Product: Support, Plan: Team. However, my Community profile displays Plan:Professional Trial. I have set an account's user type as staff member in agent view. Their support role is displayed as 'Contributor' in admin view. I've set that user as a follower to a ticket. My 'Your followed tickets' view doesn't display the followed tickets to users of that type. The view appears to work as expected for users with an Agent type support role. My view conditions are: Tickets > Followers > Contains at least one of the following > (current user) Ticket > Status category > Less than > Solved Is this issue related to my plan? Do I need to upgrade to Professional for it to work?

Hello, It seems like customer's can't received our email. Is there anything that we can change and update on our settings? 

I’m looking to associate multiple phone numbers with users in Zendesk so that when they call from any of those numbers to Zendesk Talk, a ticket is automatically created for the corresponding user.Currently, we’re syncing just one phone number via SCIM provisioning from Entra ID to Zendesk. If we change the attribute being synced in Entra ID, this creates a second phone number in the Zendesk user profile. However, I’d like to avoid manually switching the attribute in Entra ID each time to add another phone number.Ideally, we could sync a list of phone numbers to the single phone attribute in Zendesk, and Zendesk would parse the numbers and add them individually to the user profile. Unfortunately, I haven’t found a way to make this work.Any suggestions or ideas to achieve this would be greatly appreciated!

Team -  Changed a user role to a Light Agent but the user is still blocked because he is not a direct member of a group with access.  But, he now has a Light Agent role so he shouldn't be blocked. Ideas?

Hi, Is there a way me as admin to access personal views created by agents?  Is it possible to give access to views, only to specific persons not an entire group only?

Hi everyone,I'm trying to use a trigger to automatically pull a custom multi-select field from the organization into a ticket.  I've created the webhook successfully, but my trigger is not pulling that field information in.  Both fields are the same type and have the same options for selection.   This is how my trigger is set:  Any ideas as to what I'm doing wrong here?

heyI want to delete my accountthe information in this post seems outdatedcan you please explain how to delete my account ? thanks

Hi, I've been using the bulk import feature to upload our new customers. We have two servers for our user accounts (AU and EU). I've just discovered that the bulk imports have been leaving out our EU and UK customers. They have unique external IDs and the fields are formatted correctly in the CSV. Why are these users not included in the bulk upload?

Observation: We were unable to configure a custom, multi-level hierarchical structure, such as "Agent > Leader > Manager," using distinct roles with escalating permissions. Analysis: The Zendesk QA documentation describes a set of predefined roles (Admin, Manager, Lead, Reviewer, and Agent) with specific permissions. Although the broader Zendesk platform allows for the creation of custom roles, we found no feature within the QA module that supports the creation of a custom hierarchy. The permission structure appears to be fixed, preventing us from replicating our team's organizational chart. Request: We would like to confirm if creating custom hierarchical levels, such as the "Agent > Leader > Manager" model, is not currently supported in Zendesk QA.

Our organization provides a SAAS platform for employers to provide benefits to their employees. We want to build out our knowledge base so we can leveraged AI Agents, Message (chat) bots, and other AI tools. We want to ensure that users outside of our platform cannot see these articles but we do not want to have the users take an additional step to log into Zendesk to see the articles. Additionally, we do not want any random person to be able to create a Zendesk Guide account to be able to view our articles that would be protected behind the login.  How can we connect our own database to authenticate if a user is logged into our platform to both provide them access to the private knowledge base articles and not have them have to log into Zendesk on their end to view them.  Additionally, we want to connect our user database to zendesk so we can auto-populate user profiles in Zendesk, can you provide the article for this? 

Hi I managed to make a provisioning og managers from AAD to a custom user field. BUT the manger is shown as their Azure ID, not name or email.  Is there anybody that could help me sort this ?  

We currently have a many-to-many model, where our users belong to multiple organizations. The reason for this is that we support our clients and our clients' partners in one place. We need our clients to be able to support their partners. To be able to do this, we add all of our clients to their partners' organizations. We recently hit a wall where we reached the 300-organization limit for a single user and we need to find an alternative solution. I've been brainstorming and I came up with a possible structure, but still have a blocker. I create a lookup ticket field to an organization and filter it so that it only shows “client” organizations. When I view that client organization's profile, I see the linked tickets under the “Related” tab. It would be perfect if users could have permissions for related tickets. In this case, the relationship is set through that Organization lookup.I think the only way to fill this gap now is with the API, but I'm not a developer an

Hi, I am trying to figure out a way to accomplish this and would love some help.We have Macros for Agents to use to pass tickets from one Group to another. These Macros help to adjust the ticket to transition between teams. However, we've found that Agents will avoid using this process and instead manually adjust the Assignee to a different Group, specifically a speicfic person instead of using the macro and its triggers to do its thing. I've tried toggling off "Assign tickets to any group" on the Role level, but this also prevents Agents from using the Macro to change the Assignee. It gives them this error message: We need to allow Agents to change Assignees to anyone in their own Group, but only assign outside of their Group through the Macro. How is this possible?

Last June I changed my plan to Support Team, 1 agent, everything lite.  All my knowledge articles and guide post came to the new plan just fine.The site has largely seen little traffice. A few weeks ago, expecting more traffic soon, I found a need to change my Knowledge and Guide home pages, and discovered that my new plan does not allow editing (customization) of those page templates.  At first I thought, ok, I don't need to change the templates, I just need to change the content of the pages. However, I discovered that they seem to be one and the same thing.  So, now I'm stuck with home pages that are out of date, incorrect, and cannot be modified.  I submitted a ticket on this on April 6, and was informed within a day or so that I might be given temporary access to update those pages. If I had that access, I would greatly simplify those pages to point to “pseudo-home”  page for Knowledge and Guide, consisting of an article and a post, that I could point

I have a 2-part question.  1) Is there a way to automatically add a specific User Tag to each new user within an existing organization?  2) Is there a way to batch update all existing users within an existing organization to add that specific User Tag?

Hello, I have been reading posts that you can use custom roles to make user fields read only. I am not seeing this option although I am able to create custom roles.  It also looks like you can hide these via API (https://support.zendesk.com/hc/en-us/community/posts/115009258647-Hide-end-user-fields) - is there a way to make them read only in this same way?  Thanks!

Hi all! Someone keeps getting this error message when trying to view a ticket.  How can they view the ticket. Thanks!  

In playing around with Action Builder, I got myself into an endless loop on pure accident. I created a flow that is triggered on Ticket Create, it makes a webservice call and then updates the ticket with a comment.  I created a 2nd flow that is triggered from Updating the subject line, it creates a new ticket. I made an update to a ticket and changed the subject line, my flow ran and it correctly created a new ticket. It kept firing multiple times until I deactivated the flows.  My questions is, is there any safeguards or way to protect against a process running away? Additionally is there any logging like webhooks have?  

I want to cancel my subscription in full.  When I follow your guide's direction on how to do this, I go to a page that does NOT have a cancel option.  I need someone to assist me to do this. I am the account owner.  My name is Michael Movalli and email is mmovalli@orisys.com. Regards,Mike

Hi, everyone!If you need to clean up specific Zendesk data sets, such as: Users without requested tickets Organizations without users Users with tickets that have specific tags or fields Users without new requests for some period of time There is a quick and easy way to do it - with Combined Lists in the GDPR Compliance app. How does it work? 1. The automatic method gives you ready-to-use templates for the most common scenarios and combinations. Just select the needed option, and the app will pull the results.2. The advanced method lets you build custom lists by mixing and matching users, tickets, and organizations in any combination you need. It’s a flexible approach with a simple setup. Have questions or want to learn more about what’s possible with Combined Lists? Just ask below. 

Same as Michael Movalli, I want to cancel my subscription in full.  You make it very difficult to find any simple instructions as to how one might cancel a subscription! I need someone to assist me to do this. (I'd beg for a refund as I'm a very small business and haven't used the service in more than two years - log-in records will verify that - but I'm sure Zendesk isn't going to provide any grace.)I am the account owner.  My name is Stephen Koranda and email is sk@backtoyoumarketing.com.Regards,Stephen

Hello Team,  I am looking to solve an issue of having multiple domains for my customers, yet only a single domain in our SFDC instance.  Every time it is updated it overwrites any additional domains we've added. I was thinking of creating a new org field to host those extra domains names, and then a trigger that when an org is updated we hit the ZD webhook to update the org domain_names field to include the SFDC one and the domains in additional domains. However I am trying to test my webhook against /api/v2/organizations{{organization_id}}, with the following and get a 422 unprocessable error,  this works with plain text.{ "organization": { "domain_names": "{{organization.custom_fields.xxxxxxxxx}}" } }I assume this is because there is something wrong with my placeholder, can we call directly from the organization if don't have a preceeding user or ticket?