Admin center

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.

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

Good evening, i tried to follow the steps described in this article: https://support.zendesk.com/hc/it/articles/4408886229146-Come-posso-nascondere-i-moduli-ticket-in-base-all-organizzazione-di-un-utente?page=1#comment_7939267795610 In particular i did that:  i created a new module i created a new organization i copied this scritp in the bottom part of script.js file of the customer care portal $(document).ready(function() { var formID = 6502769669773; // Change this to the form ID you wish to remove var userOrgs = window.HelpCenter.user.organizations; var userOrgNames = userOrgs.map(org => org.name); if (!(userOrgNames.includes("ZENDESK"))) { // Specify

One of our clients requested to implement a sending reminder email before being their password expires. Is that possible? (Background)The Client had suddenly lost access to Zendesk: about 5 users. This is because we recently updated our policy to 90 day password reset if a user had not logged in.Are we able to send an email to ask the user to change the password before it expires, or send notification such as expiring in how many days?

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 everyone, How do you manage bulk uploading of contacts via the API? I need to upload 100.000 contacts and I'm not sure how best to do it. Although most other Zendesk APIs I've used do provide an endpoint for that, for some reason the Sell API does not provide an endpoint to upload multiple contacts. Not sure why, support were not able to provide an explanation. Support suggested 2 solutions - either using the single contact upload endpoint, or manually uploading CSV files. Using the single contact endpoint and making a single call per contact isn't viable for 100.000 contacts as that way the request rate limit is reached fairly quickly. Using CSVs did do the job but was tedious work, files took a lot of hours to be imported, and ultimately it was a one-timer and not an automated solution - what happens in case a new custom field is added for example, how would you sync all users again in that case without requiring manual work? Thanks a lot in advance.

Hi,  Can someone please instruct me on how to find out who my account manager is?  I'm with Graphiant and need to discuss getting some more agent licenses.  We've had several account managers and I have no idea who my contact is now.   Thank you,  Dave  

Is there a way to determine who made notes on a user using the audit log? I have tried searching by actor but nothing comes up which is  odd as there were tickets in from that user.

Hello, We are creating our end user using Azure Entra Id (Azure AD) provisioning. In addition to the standard fields, our end users in Zendesk have two customs fields [type] and [office_location] which are populated by  Azure Entra Id. We have noticed that when the end user is provisioned/created into Zendesk, the custom fields are not systematically populated. After creation, if the same end user is updated, the custom fields get populated. In the Azure Entra provisioning log, the custom fields are populated. We need to use the custom fields to build some custom reports and because of this bug, the KPI's are wrong. Is there anything we can do, other than to provision on demand end user when the custom fields are missing?

I have a custom User field name Oilsoft ID. I have a custom Ticket field named Oilsoft ID. I want to inherit the User Oilsoft ID into the the ticket Oilsoft ID upon ticket update if there is not already a Ticket Oilsoft ID present. I have tried to do this with a trigger as follows:Meet ALL conditions:Ticket>Ticket      Is   UpdatedTicket>Oilsoft ID   NOT present Actions:Ticket>Oilsoft Id    {{ticket.requester.custom_fields.oilsoft_id}} But the Action simply put the the literal “{{ticket.requester.custom_fields.oilsoft_id}}” in the Ticket Oilsoft ID field. This seems to indicate that placeholders can't be used here.So how else could I achieve this functionality?  

Administrators should follow a few steps to hide agent identities from customers. Disable personal email replies Remove photo from email template Remove personal agent signatures Use Agent Alias (Professional and Enterprise) Update request page template photo Remove assignee names  Disable personal email replies Under Admin>Channels>Email>Personalised Email Replies, deactivate the option. The effect is to change the header in support addresses. With personalised email replies checked: And with the option disabled: Remove photo

Trying to limit the number of cases an organization can open, or at least raise a flag when the new case over the set number is open?is there a way/app that can do that in real-time and not in some reports?

We're building out multi-brands and don't have much overlap in terms of audiences per brand. Nonetheless, there are bound to be some end users that need support on brand A and brand B. I'm glad to see that the agent can see tickets across brands, but when I test as an end user, and go to the My Activities page, I can only see brand A tickets on the brand A help center, and same with brand B from what I can tell. This seems like a good default, but is this the only config possible or is there a way to pool their tickets when they go to their activities page?

The subscription of Ifun Singapore on Zendesk has expired and we cannot pay for the bill.We want to get the owner account back and pay for the bill.

Is zendesk storage a new thing that we need to pay for or has it been there always? We recently were made aware that we have exhausted our storage - and we need to pay to get extra storage. I can't find any help articles relevant to the current Admin center, and all the articles seems to been published since aug 2023. Is anyone else aware of these?

Hey everyone! Is there a way to prevent our agents from editing their own email addresses? 

Hi I would like the contact details for our Account Manager.  Can someone please provide me with those details. ThanksLynne

UPDATE 11/25/2019 : Added link to download working mulibrand template examples at the bottom of this how-to. Here is how to structure the one email template that Zendesk provides in order to support multiple brands so that the emails sent out are all unique to each brand (colors, logos, fonts, formatting, etc.). Goals: One HTML email template configured to support each brand's unique header and footer content (more than just logo art and tag lines). Total control over the content of the email with different types and amount of content (above and/or below the body region) included in the email (in addition to branding). No burden on any of the dozens or more Triggers that would otherwise have to be loaded with header HTML and would have to be edited over and over when template changes are made. (Zendesk's example has you place the logo and other HTML in each Trigger). No cloning of Triggers necessary for each

Hello, We have successfully integrated our Google Workspace SSO (SAML) with Zendesk and turned on auto-provisioning. However, existing users can't be synced. For whatever reason they are treated as new users. However, they are able to log in with SAML SSO. How to control existing users with auto-provisioning features? Below is the error that I get from IdP:  StatusCode: 422 : Unprocessable Entity : { error : RecordInvalid   description : Record validation errors   details :{ email :[{ description : Email: <b>User couldn't be updated</b><br>This email is already taken. Try another email. <a href= https://support.zendesk.com/hc/en-us/articles/4408834337562 >Learn about emails in use</a>.   error : DuplicateValue }]}}