Admin center

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 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.

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?https://support.zendesk.com/hc/en-us/articles/4408834152730-About-Zendesk-Suite-add-onshttps://support.zendesk.com/hc/en-us/articles/4408835043994-Managing-data-storage-in-your-Zendesk-account

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 brand that would otherwise be needed to provide branded emails. Works fo

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 }]}}

Our company is curious about how zendesk syncs end-users into organizations. A little info about our situation, we've enabled provisioning on azure AD with zendesk in creating end-users. What I'm wondering is when a user is automatically created, is there a way to then have them automatically put into an organization in zendesk based on info from azure when creating the user. We want zendesk to pull property info(basically location) form azure and then assign them to the appropriate organization, so we don't have to manually do that with each user that gets created through provisioning. 

If you have nested drop down options, did you know you can create custom placeholders to tap into the text as specific levels in the hierarchy?If you have a value like Component::Sub Component::Sub Sub Component you can capture each section separately.Create a new dynamic content item and add in the following.  You can customize the compcategory variable to whatever you want, and you'll need to update the ticket field id from 1234 to whatever your drop down field id is.  {% assign compcategory = {{ticket.ticket_field_option_title_1234}} | split: "::" %} This splits your dropdown title into several options allowing you to create a custom variable based on the different category levels in your field option.  Now you can add the following options into your dynamic content as needed.  {{ compcategory.first }} // will give you "Component" {{ compcategory[1] }} // will give you "Sub Component" - if you have more than 3 sections, increment the number by 1 for e

Hi, I'm looking for the contact details of our account manager. is it possible to send, please? The instances we are using are navig8.zendesk.com and shipwatch.zendesk.com Thank you.Rob.

I need to contact our Account Manager. What is their contact information? We need to speak with someone.

Zendesk gurus can you help?  There is a previous post from 2019 on this subject https://support.zendesk.com/hc/en-us/community/posts/4409515272986-Personalizing-the-default-take-it-assignment-to-a-user-specific-group but I can't find the relevant screen in our Professional Support Suite.  My understanding of groups - we have to have a default group and everyone regardless of whether they are a member of a sub group has to be in the default group. When an agent ‘takes it’ the ticket assignee defaults to the default group. I'd like the ‘take it' option to default to the agent in a subgroup. Is this possible and how do I do it? Many thanks.  

I'm looking for a way to update an Organization field (Onboarding Status) after a predetermined amount of time. I need this status changed at the Org Level, not the ticket level.For example:Organization field > Onboarding Status field = Early Adoptionafter 90 days change the Onboarding Status field = Onboarding Complete

I've tried every angel to cancel subscription and according to ZenDesk they need the subdomain, which was set up by disgruntled employee. I can't access anything other than sent to articles that don't get me anywhere. I've spent Hours on this and I'm frustratedl

 Hi, I created 2 different forms; for 2 types/groups of customers [end users].But each group is only allowed to see 1 form depending on the customer login.Is there a way to auto/pre-load a particular form linked to the customers login while hiding all other forms? My very best regards, Walter 

It is great to be able to put a ticket on-hold, but I am sure you have suffered from tickets remaining in that status for too long. Sure you could create an automation to change the state back to being open after x days, but life is never as simple as there being a constant value for x. And perhaps you don't want to actually change the status, you just want to be reminded that the ticket is there. You may want to be reminded no matter what state the ticket is in (except closed!!!). Well, I'm going to tell you one way of doing it. using a special type of custom field--a custom date field. The high level summary of this tip is create a new custom field, allow the agents to populate it, and then send a notification to the agent when that date is reached. Before we start though there is a couple of small caveats. This is a date. Not a date and time, just a date. The date in question therefore starts at midnight, not when your business hours start. Currently, in a trigger you cannot t