Admin center

I'm working with organizations \ companies that have multiples brands. Can I create such a structure in Zendesk?  

Hi! Someone from the org deleted my views, just checking if it's possible to see who did it and if I can still restore those views.

I want to create a contributor role that can only view tickets assigned to them if they are part of a certain group.  

Hello, all!  Our company is changing our domain and I'm trying to document all of the things I need to make sure get updated. I could use some extra brains to help me. :)  Our subdomain will not be changing. Here is what I have so far: Hostmapping, CNAME, SPF, DNS, etc. for new domain (Are there any changes necessary for original domain?) SSO impacts Email forwarding Zendesk signatures Deprecate old email addresses (any suggestions or cautions here) What am I missing?

Hi, We would like to create sub-group field or sub organization field then restrict support agents visibility to see the tickets within their sub groups or sub organizations. It does not seem to be aviallable in Zendesk currently but is there any workaround that we can implement?    

We only use the email channel to communicate with out customers, and do not offer chat, text, or calls. The icons for these three channels are not relevant to our agents, and their pop-ups block visibility of the Notify app, and cause confusion & clutter up agrent workspace. We need one of these two options for the chat, text, and calls icons: 1)  permanently removed, unless those channels are activated in the future, or 2)  hide the unused icons for all agents, through an option provided to the Admin

Hiya, I've been struggling 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.  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.   We need to allow Agents to change Assignees to anyone in their own Group, but only assign outside of their Group through the Macro, and I can't figure out a way to do this. Any help here?  

Is there a way to add a hyperlink to an Organization field in Support?   I am trying to put a link to a document (hosted in Zendesk Guide) that described escalation procedures for each of our clients. I can add the "raw" URL (and it works) but I'd like something tidier and better yet, a link to articles in Zendesk Guide.  

Good Day, I'm trying to find the best ways to utilize the Group field. We've created various groups and would like to manually assign to a group as needed. Also, can I make the group field visible within a Zendesk form (the default one, as we have a professional subscription)? I'm having a hard time finding the best way to do that. I appreciate any help you can provide. Nayla McCarty

Hello! I was wondering how you manage your end users' login to your help centers and having a central place where they can have an overview of the tickets they submit. I appreciate any input, thanks.

Hi everyone, my list of end users and light agents have different email domains (lets name it: Company "A" and Subsidiary "B").  Those within Company A had no issue log in via the SSO under the site "Company.zendesk.com". However those within Subsidiary B were not able to log in.  I have recently implemented an additional SAML SSO Config with a SAML SSO URL for those on Subsidiary B. If I understoof correctly, those on Subsidiary B (Light Agents) will now have access to Zendesk Support BUT they must use the SAML URL for log in instead of "Company.zendesk.com", correct?  Apologies for any confusion!  

Hi team, my company has multiple brands on Zendesk support.I want to change one of the brand names support.abc.com to support.xyz.com based on host mapping.it's affected by the help center, Dynamic content, views, macros, webhooks, triggers, email, custom applications, Zendesk applications,brand-id, etc.How I can find that? So how i can test this host mapping side effects on a sandbox account or trial account or directly on the production environment  🤦‍♂️ Thanks,

Hi Team, I am IT team in my company and I have a 2 users for whom Zendesk website is not loading with wifi but loading with mobile network. Both are separate users working from home with separate internet connections. For both of them its not loading with one particular wifi in there home but loads successfully when tried with another internet connection. All other sites works only the Zendesk site have loading issue. Can you please help me any solution here.

Hello,I would like to integrate my HTML code of signature in the Agent Signature un Zendesk.Is there a way to do so ?

Hellowe switched to single sign on and we are not able to remove ''last name'' from the agent's profile - when trying to log in again Zendesk overwrites the first and last name again - is there any way to remove the agent's last name from his profile while using Single Sign on?the situation is only in Support - chats works finethank youKRis

Hello , I would like to partition an organisation, do you know how? The aim is that the organisation has no access to any information other than its own. Thanks, Stephane

Here’s the scenario: You want to make a change to how one of your workflows operates. Maybe you want to try out some new messaging for when a customer writes in about a particular issue. Or maybe you want to try routing tickets to a different group of associates. The easy part is doing it, but how do you validate whether or not the test was successful? Normally, you would need to run one option for a few weeks or months, then run the other for the same amount of time. Not only is that an awful long time to spend on a single test, it doesn’t isolate the variable, leaving you with poor data to draw conclusions from. Instead of running consecutive tests, you can use a little bit of Liquid Markup and JSON to do an actual, concurrent A/B test in Zendesk. Our Case In our case, we require users to choose an issue type when submitting a ticket to our Zendesk. We wanted to test splitting tickets for one issue type between our own pre-written email responses and our partner's machine learning sy

Background - I have inherited a small Zendesk setup as a new admin. We have an open Zendesk Support instance as we use it to support end users of two different free mobile applications. We break up the support flows by having a separate brand and support center setup for each. With a third app coming out in the next year we will have a third brand added into the mix. Users submit tickets either via support form or chatbot. We currently do not use Organizations in anyway. It seems best practice to me to add end users for each app into an organization as this will open up some functionality and help segregate/organize things even further down the road as we grow. Am I wrong or does the only way to have users automatically added to an organization seem to be based on their email domain? The end users of our apps could have any email domain under the sun so this doesn't work. I don't see a way to do this with triggers either unless I am over looking something. Is my only option some kind o

What is the status of the topic David Gordon's April 21, 2017, post, "Disable 3rd party cookie requirement globally"?  That post still existed in 2021, at https://support.zendesk.com/hc/en-us/community/posts/115006147787-Disable-3rd-party-cookie-requirement-globally.  It has apparently been deleted, though a snapshot is available via Internet Archive.  There, David wrote: We have had several end users complain that they need to allow 3rd party cookies to login to our support portal. They mostly use Chrome and wish to not use a separate browser (such as Safari) just to access our portal. Has there been similar requests to allow this as an option? My understanding as of mid-2021 was that Zendesk users were still required to configure their browsers to allow 3rd-party cookies--in violation of best practices established decades ago.

We have setup an agent user that is restricted to tickets in agents org only.   However, they are still able to request tickets on behalf of users from any organisation. Is this intended behaviour, and is there any way to lock down/prevent this?

Hello!We have a closed common info on Help Center for our customers. We use Zendesk SSO JWT for authorization from https://support.zendesk.com/hc/en-us/articles/203663816#topic_w5x_1fh_3fb link and it works correctly, but in code, we have to provide a static name/email for payload. Like in example code. We'd like to allow every customer to log in with their own name/email. Customers open https://sub-domain.zendesk.com/ and I'd like to send some custom data (ex. customer_id) to catch which one sends a request on our side. How can I do it Thank you!  payload = { "iat": int(time.time()), "jti": str(uuid.uuid1()), "name": "Test Test", "email": "test@test.com"}shared_key = settings.ZENDESK_SHARED_KEYjwt_string = jwt.encode(payload, shared_key)

Hi there, Our web app allows multiple auth methods for our end users. End users can sign in with either: email/password, Google Sign-In or SAML. And we're trying to set up SSO for them so that once they are signed into our web app using any of these methods, they get auto signed into Zendesk Customer Portal without having to create/maintain separate Zendesk login creds. So we're essentially looking to use our own app as the identity provider.  Has anyone had a similar scenarios and have found a way to achieve this? Thanks in advance. 

I would like to enable SSO in Zendesk such that the users already authenticated in my application can access the Zendesk helpdesk without a login step. The users are  authenticated by different IDPs and there is an ever growing number of them (we use a multi tenant approach with one keycloak realm per tenant). My understanding from the docs is that I have to do a custom implementation for the Zendes JWT SSO mechanism in my system since it does not follow any standard. Since the users in my application are already authenticated in my application there is no need to redo the authentication step . Hence I  construct the Zendesk JWT token and send it directly to https://myapp.zendesk.com/access/jwt?jwt=<token>&return_to=https://myapp.zendesk.com/hc without accessing the  https://myapp.zendesk.com/hc first and relying on the redirect by zendesk to the configured login url. Zendesk reads the token just fine and authenticates the user and redirects to the helpcenter a

I am a consultant based in the UK and would like to provide my US clients with pricing in USD. Due to geolocation tracking, the system automatically directs to GBP pricing. I know that there is USD based pricing structure as I have used it before. Can you please supply me with a link to this pricing alternatively, direct me to where on the UK site I can go to see this.

My agents are not able to mark tickets as spam. However, they have access to all tickets, so that's not the problem. How can I enable them to marks tickets as spam?