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I am looking for a way to hide customer information from a specific Agent list (that I would create via a new custom agent type). Limiting access of end user PII to a subset of agents would be hugely beneficial for our team as we expand with temp/contract/3rd party support agentsThis doesn't seem possible, as the only customer info I can hide based on agent type is custom field information. The solution, as much as I hate to think of it as such, is creating a second ZenDesk installation: specific customers whose PII we need to keep hidden from contractors will route into an instance which is only accessible by my internal team whereas all other customers without PII restrictions can go into a separate instance of ZenDesk

Hello All, I am  new to ZenDesk and come from a Salesforce HealthCloud organization where I administrated that CRM. ZenDesk seems completely foreign to me and seems to be lacking a lot of out the box functionality.I am looking for guidance on how to best create a account hierarchy. My company is in the Biotech space so I am looking to create a hierarchy of:  Parent Account > Site Locations > Site Contacts > Patients Example: Mass General Hospital (Parent Account) > Brigham and Womans (Site Location) > Dr. Tom (Site Contact) > Patient (Patient) My team will be communicating to both site contacts and patients from different site locations so need to roll this all up.

Hello, Is there a way to unsuspend all users at once in Zendesk Support by running a script like the below: curl https://[subdomain].zendesk.com/api/v2/users/update_many.json?ids=1,2,3 \-d '{"user": {"suspended": false}}' \-H "Content-Type: application/json" -X PUT \-v -u {email_address}:{password} If yes what would the script be how would I run it? Thank you. Kind Regards, Anton  

Hi! I been researching the most that I can but still can't figure out what groups are for. Agents solve tickets based on Views that were defined based on groups, but no one knows which group they belong to, just what View they need to review. I'm going to explained what my company did before I arrived. We need some people taking care, say, about Marketing, and other of Sales. Marketing issues are written to marketing@mail.com and Sales issues to sales@mail.com. So they created a group calles Group A for marketing and Group B for sales. Then they created a trigger that asigns mails received in marketing@mail.com to Group A and the ones received at sales@mail.com to Group B. Then, they created 2 views, one called Marketing and one called Sales and created a trigger that assigns everything Group A to Marketing adn Group B to Sales. I believe they should've just created both views and triggers that assign certain email address to each one, and forget about the groups, but I don't want to e

I need to be in touch with our Account Manager. Can I be directed to that person? I have a very specific question for which I need their support.

I'm lost. For some reason it let me get my new password. Then it jumps me somewhere else. I'm not getting it guess.

Hello, our account has been deactivated because of a default of payment because it is impossible to pay directly on Zendesk which is a pity, you have to put the amount on an account and wait that they want to deduct the amount and 2 times the total was not on the account so they cut my account with a store that runs and customers who must send emails every day, the situation is very worrying how can we talk to someone in your company it's horrible it's been 3 days we're looking for a solution and it seems impossible to talk with a real person in your company!   

Hi,I have a scenario where I want to be able to govern the permissions to specific tickets.Every agent should be allowed to view (read only) the tickets in group1 and members of group1 should have full access to the tickets. How can I accomplish that?

I've been trying to get help for over 1 month.  I've been charged full amount for my plan (twice) since I've opened the ticket.   It's terrible to be treated like this from a support software company.  We have no choice but to use the bot, and magically, when thinks to fit perfectly we are screwed.  No number to call, no way to leave feedback, no way to even reply to messages. My requests for a manager are ignored.  I simply want resolution.   If you can get some eyes on my problem that would be appreciated.

I have a ticket (#12241443) which I opened on 9th Jan and I'm just not getting any response. It's a simple question and I'm sure it would take like 5 mins max to answer it. Is there a phone number I can call instead? I'm based in the UK. 

Hi, experiencing difficulties with reaching help center. Demo activating stopped so as screen announced that I need to contact for additional assistance and verification.

Hi, I'm relatively new to Zendesk and was curious as to whether you can change the 'form' available to end-users based on their 'organisation'? Essentially, we want an entirely separate and private form for our own internal staff which relates to IT based issues, as opposed to what our clients see externally for our product. We're on a 'Professional' license, for what it's worth. Grateful for any help you can provide!

Hi - I'm looking for a way to make a formal complaint via Zendesk's contact us section - directed by the bot - but can't find any way to get in touch with someone. Is anyone able to send me in the right direction - we're a charity, and have had 0 contact or reply from our account manager, or response which helps the situation over a data issue that needs resolving for us to go live, despite over a week of negotiation with sales, and support. Getting pretty frustrated because at the moment I'm paying for something I can't use!  

Our account rep has gone Awol..someone else was supposed to take over this account but no luck either..HELP!

When you export the users, only the main organization comes out, and not the others. ex : user 1 > org 1 | org 2 | org 3 | etc .... Export : user 1 = org 1 .  Or did I not find ?  thx 

We did an import of organizations in which some of them were already existing in Zendesk.  Now when we search the organization, we get multiple(duplicate) results. I wanted to know if there is a way to bulk identify these duplicate organization and bulk delete them? Thanks, Aishwarya Desai

Hi Zendesk Community,  I am hoping that someone with some technical ability can help me with something. We do regular audits with our customers in regards to what users should be active in Zendesk so we have a ton of suspended users. I would love to be able to see if a user is suspended when looking at the user list on the org screen. I recall talking with someone at a Zendesk event a few years ago and they had customized their theme to show this. Does anyone currently show this and if so, would you be willing to help direct me to how we can customize this?  Something like what I have quickly designed in this screenshot. Exact appearance doesn't matter. Being able to see the information without having to click into the user is what matters. Thanks!!    

We're a school board with multiple departments and multiple sites. As we all use the same domain, multiple organizations seems unimportant, so our whole board is in one organization. We've got groups for the different departments. Individual users have tags based on their school, and so we currently sort our tickets based on those tags - the technician at school ABC gets assigned tickets with tag abc. We'd like to start bringing light agents into the mix, but from what I can tell, we can't limit what tickets they can see without using groups. What I'd like to do is have someone at each school as a light agent, but only able to see tickets for that school. I'm not sure the best way to go about this based on how we currently assign tickets to specific people and how we'd like the light agents to function. Thoughts?

Question to Zendesk Agent users: Which web browser do you use to achieve lowest CPU usage when working as Agent in the Zendesk Web GUI? I see Firefox (currently v104) as lowest CPU usage with around 16% total machine CPU usage on a Macbook with 6 intel CPU cores and running macOS 12.x Monterey. Other browsers appear to use much more CPU on the Zendesk Agent Interface. When hiding the Zendesk window completely behind other windows or when switching to a different tab within a multi-tab Firefox window the CPU usage drops to about 1%.  

@brett13 I'm hoping this post gets to you as it appears you may be the last human at Zendesk that is trying to help customers!!!  Thanks in advance. I have multiple emails and tickets (12277921 and 12195678) outstanding with regard to our renewal. We have been approved for a downgrade in seats, but it's not reflected in our admin portal. Because of this, I cannot update payment and this is causing all of our support pages to be down affecting our customers experience.  Please help!

To cancel my subscription, I am told that I need to log in and cancel, but my account is with a company that I no longer work for and I can't get access to that email.    How can I cancel my subscription or at least disconnect my credit card without access to the account?

If this is any indication of the future of AI, I don't want any parts of it!  I feel like AI has taken over Zendesk to the point I have been in an endless loop for 2 plus years!  For over two years we've been charged for 8 seats instead of 4 seats, even after downgrading our seats on our end (but they keep going back up to 8) in error and although you all keep promising to issue a refund and make sure our seats are downgraded to 4, you don't.   If you need details, please reach out to our Zendesk account rep, Erich, who is very aware of this issue. He, along with several account reps before him, has promised to resolve this but hasn't. Erich has escalated this issue on several ocassions to a supervisor to no avail. My Account Reps walked me through the process of downgrading but for some reason it is not working. Erich my newest account rep said he would reach out to AR to get this corrected. Here is ONE OF MANY OF the Tickets #12089169 he opened but AR and everyone

dear ZenDesk Support, in December we had payment issues that, for unknown reasons, we were not able to fix and our account has been closed. Our account number is 187895. We opened the ticket #12145213 with no answer yet. We're looking forward some (urgent) feedback on how to proceed. thanks

Hi Zendesk community,  We have the following situation: Duplicity of users because a customer has only one email contact, but may have multiple companies. Problem: The e-mail cannot be added to a new user because the e-mail is in use. Therefore, the new end user cannot be created Description: Customers have several company codes associated with a single email address, as we have customers who manage several companies. The creation of these users is an internal process where they are created automatically from an internal database. We are looking for a way for Zendesk to adapt to our needs. Is there a workaround for this type of structure? Just to clarify, end users are created for both companies and natural persons.

Hello there, I am one of the users of Zendesk Account and would like to talk to Zendesk Support for upgrading our account package and discuss the possibility of our use cases. Yesterday, I already reached out via Zendesk Bot and the following ticket https://support.zendesk.com/hc/requests/12238094 was created for the Zendesk Agent, but I haven't heard back from anyone yet. Could anyone please reach out at the earliest as this is a priority for us and quite urgent. Thank You!