Admin center

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

How can we restrict users from toggling other users' talk activity (e.g. Online, Offline, Away, Transfers Only)?

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?  

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 the organization name here // If the user does not belong to the organization specified, remove the form option from the dropdown $('#request_issue_type_select option[value="' + formID + '"]').remove(); $('.nesty-panel').on('DOMNodeInserted', function(e) { $(this).children('

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 from email template Under Admin>Channels>Email>Email templates, deactivate the 'Show user photo in email' option. Remove personal agent signatures Signatures are added to all Agent public ticket comments. Under Admin>Settings>Agents>Signature, remove the {{agent.signature}} placeholder. You can either leave the signature box blank, or insert a new global signature. Use Agent Alias (Professional and Enterpr

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.