Admin center

Hi all, I am fairly new to Zendesk and am trying to understand "organizations" within the tool. I am looking to have 2 websites with 2 different support systems in place and one has nothing to do with the other. I want my current team members to be able to manage support for both of these websites. Would this mean I just simply create 2 "organizations" within my account and have the ability to toggle between the two? Does the dashboard give me the option to view all tickets under one report for both organizations? Would my team members know what organization the ticket was for when opened? I hope I am making sense in what it is I am trying to accomplish here. Thank you.

Morning We have a custom drop-down field set up with 3 options that have the tags system_a, system_b and system_c associated with them. Our organisations all have one of these tags set up on them except one which has system_a and system b set up by accident. Is it possible to remove one or both of these tags from the organisation without it impacting or amending anything that has already been set in a ticket for our custom field? Thanks in advance

Hi Community friends! We've plans to add more filtering options to the Audit log and would like your feedback on how you're using it currently, and how we can help you find the information you're looking for more easy and faster.  Our questions for you What kind of filtering do you want to see? We currently have Date and Actor filters; what's next in your priorities? What wouldn't be great for you if we added; e.g. would you not want to "subscribe" to certain events? Why not?  What are you going to the Audit log to find? How far back are seeing yourself needing to have information stored? How to help Please add your thoughts and comments below. If there are certain events that you're missing from the Audit log today and would like to have added, let us know that too. This conversation will be ongoing through December, at which point we’ll close it and incorporate our findings here into the rest of our research. The plan is to incorporate your feedback on filtering into our

If embedding Zendesk can direct end-user sign-up, password reset and sign-in be prevented? In the admin centre end-user authentication could both zendesk authentication and external authentication be deselected leaving just messaging JWT based authentication or would this make it open?

We have SSO enabled but it appears enabled only for agents. I changed the setting to the Help Center to 'require sign in' thinking it would allow for the end users to utilize SSO. However it doesn't show up as an option and requires the users to enter a username/pw. Can you use SSO for end users and is it a different set up than we did for agents? 

Hi, When an agent is in a group they have access to those tickets, but they cannot assign to another group if the ticket comes in from the wrong channel. For example Agent A is in Channel A and is only authorised to see tickets in Channel A which is their department. A ticket comes into Channel A but is actually meant for Channel B, the agent cannot move this ticket into Channel B as they are not a member of Channel B. The only way we can find to allow this movement of ticket is to all access for Agent A to all tickets, but there is a security, privacy and GDPR concern here as Agent A is not authorised to see all tickets from all channels. Has anyone found a way to allow Agents to relocate a ticket into another group they are not a member of?

The Zendesk sign-in is confusing to customers/end users as it looks like they are signing into our software instead.  How do we provide access to the Resource Center without having to create another sign-in?

Hello I have multiple organizations and each of the organization has their own Identity Provider. Therefore I have setup multiple SSO and allowing users to chose the login method. But they only get redirected to the primary SSO. Is there a way to pick primary SSO per organization instead? How do we show end users all the available SSO options instead of just primary one?

I think I can show custom fields to end users, but I want to show user fields as well.

Hello Zendesk community, I hope you are all doing well, I searched for articles referring to this kind of need but was unable to, so I come here hoping anyone has an idea.We have a "Number" field on Organization, that we will call "Available Vouchers" I'm planning to set a Field on ticket, editable by agents, the name will be "Vouchers used".I would like to know if this is possible (and how) to automatically have this behaviour : - Whenever an agent fills the "Vouchers Used", we would like the number set up in it to be automatically reduced from the "Available Vouchers" field.Example :  - Organization ABC, "Available Vouchers" is equal to 10 - Ticket #12345 linked to Org ABC, my agent fills "Vouchers Used" to 3 --> I would like the Available Vouchers field to be automatically changed to 7 (10 - 3).Is there anything I can do which would allow me to do such kind a thing ? My main objective is to be able to pilot the number of vouchers used among tickets.I know I could do it with

as above

when a user is associate with an organization... the list is not alphabetical... whether you are in the "requester" field that suggest users, not alphabetical or on the Organization record and looking at the Users tab, not alphabetical is this a setting or something that can be updated on the developer end?

H I have just enabled provisioning via Azure AD. Over the years our end user database has been populated with many non-company end users. Is there a way to either easily identify and bulk delete them or preferably, auto delete them if they are not included in the provisioning synchronization process?

Tags are extremely powerful in Zendesk, and are used for all sorts of things, from API calls to Explore report generation. However, you can find your Tags section within tickets sometimes getting too lengthy. Here are some ways to make your tags work for you, while limiting the amount of characters needed for them.   Ticket Fields For your ticket Field options, it is best to limit your tags to roughly 3-5 characters per Field/Sub-Field (i.e. using the double colon to create drop-out options). For example, you have a Field (Support Issues) with the following options: Device Issue Network Issue Portal Issue You would want to create your Tags as such: sup-iss_dev_iss sup-iss_ntwk_iss sup-iss_port_iss Doing this not allows you to properly identify the Field and the associated option, but also helps with keeping the number of tags that are applied to a ticket. The other item that assists with limiting tags on tickets, is using Conditional Fields on your Forms, as this will limit wh

Enabling Trigger Categories can help you keep your Triggers, and your workflows organized! Zendesk level:  BeginnerKnowledge:  ZendeskTime Required:  10 minutes Triggers are event based business rules that, when conditions are right, run on tickets whenever they are created and/or updated.  Triggers run in order from top to bottom, so order of operations is important.  Thankfully, Zendesk has the ability to categorize your Triggers to help you keep relevant groupings together. As a best practice, we like to remember that Trigger categories can keep you SANE, by organizing your Triggers into four categories: Setting, Assignments, Notifications and Exceptions.  Let's look at each category: Setting - These Triggers are first up as, based on the tickets origin, they have the mission critical task of setting ticket Priority & Business Schedule (if you have more than one) for things like Service Level Agreement tracking, Forms & Fields and Tags.  Of

Hi - we have just signed up to use Zendesk Suite and I was wondering if anyone can tell me how we would set up two different portals; one as the standard B2C helpdesk, and one as an internal B2E helpdesk. We would just need to ensure that all of our staff who are Agents in the B2C helpdesk can also function as End-users in the B2E helpdesk. There would be a few Agents in the B2E helpdesk as well who are still staff members in the company who'd need to function as End-users too. I hope that makes sense!

Dear, I can login zendesk on laptop web browser not can not with the mobile application. My email: dong.nguyen@munters.com. Thanks.

Hi, Wondering if someone can help me and provide me with some key details to guide me on the right track for making these changes for the ticketing system. I have been tasked with altering the Zendesk layout and functionality for our businesses clients, the only problem is, I really don't have a clue where to start with it because I have no experience with Zendesk... So here are a few changes that need to be made: - Fix automation systems in Zendesk. (Instead of having to manually type out the name of the person, company, SLA support information, if the case is chargeable or not, etc, when replying to a ticket to close it off, the ticket should auto pick up that information, especially from previous regular clients) - Track who has support and at what levels (is it free support, premium support, hours needed to respond to ticket, etc - should auto gather this information again when a ticket comes in) - Track what prior issues they have encountered and 'quick fixes' which may resolve is

when a user is associated with multiple organizations you cannot then go into the subsequent Organization field and start typing to find the Organization from that list, you have to expand that list and scroll or arrow down... is this a setting?

I need to refresh our sandbox but I want to make sure that I'm not wiping any unfinished work. While I reviewed the projects since initializing, I want to take a last sweep to find any fragments or stray changes. Does anyone have a check list of things to check for?

Hi, I have an end user entry who's name is wrong. How can I edit the entry? Thanks

We have a end user who use to be able to view reports. He had the 2 icons on the left hand menu page but now they illuminate then dissapear when he goes onthe home page. He has the admin access to view reports. But we had to send him a seperate link to do so. Any idea as to why the two icons will not show?     

Can anyone advise where within the Zendesk Admin Center I can find the configuration showing the enforcement of TLS 1.2 as a minimum requirement?    

I have two Groups that I created from Zendesk Admin.  1. K 2. R Although I have put each agent in one of these two groups,  of course, they are also under the Zendesk Default group, which is called Support. So, each agent is in two groups.  However, when they work on tickets, I want to have their default group be one of the two that I created and not the Zendesk Default group, "Support", without them actually having to think about choosing the group when they assign themselves to a ticket. 

Hello everyone!  I am looking for a way to differentiate between customers who have already made several purchases and those who are new customers.  It occurred to me that a possible solution could be to create a custom ticket field with values like "regular customer" (for those who have purchased more than 1 time) and "new customer" (for those who have made only 1 purchase). And then, if a user has more than 1 previous purchase interactions, then by means of a trigger, the ticket field value could be changed to "regular customer". However I noticed that triggers cannot initiate actions based on historical interactions (user events).   It's not clear to me how I could solve this need well with native Zendesk options. For example with triggers, tags, fields? Any thoughts? Thank you very much.