Admin center

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

I have been ushered through the Help windows, Chat etc, but the instructions below don't offer a Zendesk Products ??icon?? in the ??top bar?? or an Admin Center.   I can not get to Billing > Subscription Click the Zendesk Products icon () in the top bar, then click Admin Center. Click the Account icon in the sidebar, then select Billing > Subscription.  Please advise.   Steve

Hi Zendesk Community,Our company utilizes multiple brands within Zendesk as different help sites for users of our software. However, we need to control which users can view which brands, as some content is only suitable for certain user personas. What would be the best method to facilitate this functionality?Thank you!

Been massively overcharged and moved to an account we did not approve.Submitted a ticket (#12257717) and has been over a week and no response. Needs to be URGENTLY responded to.

I previously had this post (which has been removed from the forum, I guess because the service level wasn't something Zendesk wanted in public). In the post I was complaining about a months long delay in getting a response on an agent seat reduction. Due to the level of service, it also ended in a downgrade from Enterprise to Professional. The downgrade was signed the Professional package was supposed to start from March 1st. Lo and behold, yesterday we were billed for Enterprise package for the month of March. The agent in the downgrade ticket claimed he would keep it open, but that of course has not happened. So I have now sent in a brand new request again. It would be highly appreciated if someone, anyone, at Zendesk could ensure I do not have to go through yet another months long wait for a single answer. Our account manager seems to be completely missing, as he has not replied to anything for months.

Hello.  We're trying to use Zendesk to build a support site for our products.I would like to receive images and model data when customers of our product ask us questions, can I attach them?And if customers can attach data, is there a limit to the amount of data they can have? Thanks in advance for your reply.

This year we implemented the SLAs feature to help manage the increasing ticket load, however this is complicated by differing timezones, contracts and business hours. We only use the first reply time metric, but this is decided by a combination of: Contract (gold, silver, bronze, custom) Priority (urgent, high, normal, low) Timezone (if appropriate dependent on contract) To achieve this, we needed to use a combination of: SLAs We use 4 of these - one for each contract - gold, silver, bronze, custom. We then utilize the "First time reply" target and the "Business hours" option, setting the appropriate values for urgent, high, normal and low. Schedules These were used to factor in different timezones. One for each different combination of contract and timezone, e.g. bronze (tz_gmt). Then the working hours (e.g. 0900-1700) were adjusted to match the contract and timezone. Triggers These were needed to apply the combination of SLA and Schedule onto every new ticket - one for each

Our company, a long-time user of Zendesk, recently faced a frustrating situation. Without any prior notice, we discovered a sudden increase in service fees. Despite attempting to get clarification from Zendesk, we received minimal support and were told about an email notification we never received. After reaching out to Zendesk for help, we faced a delay in response. To make matters worse, our account manager in Thailand informed us they were no longer overseeing our account due to a transfer. This lack of communication has left us without a point of contact to address our concerns. This unexpected fee increase has forced us to revise our budget for the year. We hope Zendesk can improve its communication and support processes to address customer concerns promptly

Hi There! Our organizations have a text field that indicates who their reseller partner is. I would like that organization field to drive automatic updates to end user fields. Example below: - Organization partner field contains the text "reseller A" -When organization partner field contains "reseller A", the user picklist field should be set to "reseller A" which then tags the user so I can segment their guide content. 

Afternoon all, I don't know if its an "account" issue, but its for all overall account so think its the best location.We are changing our company name branching off, so the current domain structure is;help.ourcompany.com.   We have moved over our corporate site and branding, now we want to move our help, so we want help.newcompany.com and I am not seeing help/documentation on that.  I can see changing subdomains, etc but nothing on the primary, same with the host-mapping section.So, what would be the process to changing our domain (and keeping all our information) with a new domain?Thanks!

Hi, We want a feature where we can track if customers refresed the widget windo. Is it possible?