Admin center

We are just getting set up with multibrand and I would like to know if there is a way to set up a signature for each agent for each of our 2 brands. On their profile, I only see one space for a signature.

When a new agent arrives, this person is assigned to the default group. But I would like each new agent to have also another specific group assigned. And I would like it to be automated. Is it possible? Thank you for your help.

We are rolling out updates to agent roles to restrict them to only seeing tickets within their groups. At present, it does not seem like private/public groups is a road we want to take yet (not being able to revert private groups to public is a major roadblock to even testing). Most of our groups can fit into this config easily - they handle their own tickets and the tickets resolve within the group. However, we have many other cross-functional users that handle triage, or who are brought in to consult, or who have need to refer back to previous ticket history not directly in their group (ie. a customer intake team v. customer support). Adding this second group of users to each group whose tickets they may need to review, or adding them as followers to every ticket (even if this were possible on closed tickets) are not good options. One particular problem came up where they needed to refer back to the parent ticket of a side ticket they were working on after the parent ticket had close

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Recently I had an issue with logging in to my support agent account on our subdomain. Error message "Forbidden - Invalid authenticity token" No reset of password was possible at all. Cause: Zendesk login requires 3rd party cookies to be allowed. Solution: Either - allow third party cookies OR make 3rd party cookie exceptions as below. Chrome - 3rd party cookie settings. Chrome Settings Search for Cookies Click on "Cookies and other site data" Scroll past the general settings and find "Customised behaviors" Add sites to the 'Sites that can always use cookies' list, and include 3rd Party Cookies.   Refresh your page, and log in!  

Some of our agents do an extensive onboarding with some clients. Therefore, I would prefer to assign this agent as the "Account Manager" for these clients.I would still want all agents to be able to assist the client with most queries, but it would be best if their "Account Manager" was the primary source of contact. Would anyone have any tips or recommendations on you best approach this? So far I have created a custom field with a drop-down to select the Account Manager on an organisation level. Thanks!

Is there anyway to enable customer to re-enter password during the password reset process?

I am looking for a way to trigger a notification to a specific agent whenever an update has been made to an Organization that they own (ownership is tracked by tag).  That is - there are a few different use cases where a change could be made to an Organization, completely unrelated to any open ticket.  For example, we track active support contracts through custom Organization fields.  If there is a change to the contract status, this constitutes as an Organization update, and the "Updated" timestamp of the Organization changes.  I don't need to know specifically what changed, only that "Your organization has been updated" The only condition I find that is close to what I'm looking for is "Account Owner Updated" but that does not match all conditions where an organization would be updated.  To satisfy this use case, I'm looking for a more generic "Organization Updated" that falls under the "Organization" category of the condition drop down. Given that I'm not f

We've just added several agents to our account, and a few of them have different domain email addresses. They are virtual assistants and so instead of person@company.com they have person@virtual.com, for example. The staff that have outside emails, have "Restricted Agent" listed next to their names. Will this affect their abilities inside Zendesk? We'd prefer to not have to create new emails just for them to use for logging in.

Hi! I need to delete a list of orgs from time to time, but using Zendesk takes much time. Is there any other solution?

Is it possible for your agents to authenticate to Zendesk after updating their domain name?  Agents are currently authenticating to Zendesk using 'Login with Google' with their examplesite.com website. Examplesite.com is the primary domain email and Example.co is set up as a domain alias.  Examplesite.com will switch to example.co as the primary email domain and agents will need to continue authenticating to the same Zendesk account with the 'Login with Google' option. SSO is not deployed at this time. Will agents still be able to authenticate to Zendesk after the email domain change?        

Hello, In order to comply with GDRP, I would like to delete a client organisation, together with all its tickets and users. Currently, the action to delete the organisation proposes to delete all users, but not all its tickets. Is there a way to delete an organisation + all its users + all its tickets ? I did not find any useful information on Zendesk Help Desk. Thank you !

Hello, A new team member, recently added to our ZD instance found that they don't have the ability to mark/flag a ticket/email as spam. I'm not sure where to correct this. Their account was setup in the same way as our other team members.  Can you advise? Thanks!

Hello i am wondering if it is possible to restrict access to the events based on role or group?

Hi, Does anyone know a way to create a new organization without admin permissions (on a Professional account)? Alternatively, is there a way to integrate Hubspot and Zendesk so that once a lead is created it will.also create an organization in Zendesk?

I would appreciate any guidance I can get on this. We serve students and teachers in high schools and colleges across the country. We need to associate all of our users with an Organization (for a long list of reasons). We use domain matching whenever possible, but it doesn't work with gmail, yahoo, and other popular email domains, because they could be from any Org. We currently have our users fill out Zendesk forms where they tell us what school they are with. But I have never found a way to get that information to the user's account for future use, other than doing it manually. This is a huge time-waster and it's getting worse and worse on our end for a variety of reasons. I really need to find a solution. I have used webhooks/targets with triggers/automations (as an example, I can update a user's tags based on their choice of personal pronouns) but I haven't figured out how to apply that to the Organization. Generally speaking, I can see something like having a dropdown list of Org

We currently use JWT SSO for our system and we are looking at moving to a subdomain per customer on our end ie (example1.software.com, example2.software.com, etc) Currently, the SSO works by sending a redirect to our main server (app.software.com) but this doesn't work when we need to redirect our customers to their subdomain. Is there a way that the the JWT SSO can be modified to allow us to use subdomains to authenticate our customers?

How would I export a list of all end users in my instance? I don't seem to have access to create a list even though I'm an Admin. I would like to just export all end users names, emails and organizations to csv is that possible?

2 Organizations are merged to one organization, please help me out to unmerge the organizations

If I change the current default End User authentication from "Zendesk authentication" to "External Authentication" (using SAML) will any individual emails be sent from Zendesk to the current End Users/ Customers informing them of the change? We are just beginning to build our environment and have so far successfully imported our users via Azure AD API but have not informed our users as of yet of the usage of Zendesk so we want to avoid any emails from Zendesk to the end users at this point.

Is there any option app, or other feature to add for agents to select a status based on their activity, to track what they do. For example, like Call, chat, tickets, break, meeting and training.  I did not find such option or way to make this happen. 

Hi, I have just made payment for my annual subscription and got the invoice. However, I want adjust the Account Information in that invoice to my company info. How can I request Zendesk team to do that? Email to register the agent account: feonlinemobile@fecredit.com.vn Please reply asap and do not delete my post. I posted yesterday but now couldn't find it.

Hi there! I'm working for an IT service and support company and we are about to onboard a new client to work with us through Zendesk Support. The clients employees will open tickets for their support requests in our Zendesk through Email.  Through Zendesk Guide and "Organisation Requests", we are able to give the supervisor (the clients inhouse IT responsible employee) the ability to see all the tickets opened by his organization. Thats nice.  In Zendesk Guide, the clients supervisor is also able to interact with his own tickets, and the tickets where he's CC. But, unfortunately, hes not able to interact with the "Organization requets".  We are looking to find a way or setup, which allows the clients supervisor not only to see all the tickets of his organization, but also to add public comments to all those tickets.  What I've tried is turning on "Organization subscription", which sends an Email-Notification to this user for every comment/update made on all the tick

I want to have JWT SSO for my end users and require normal Zendesk login for my team members.  I know I can configure this by turning off external authenticate for team members. The problem is that I don't have a normal zendesk page that they can use to login.  Is there a team member login page I can use or do I have to use the normal login link it gives me (https://mybrand.zendesk.com/access/normal)? If I am limited to the normal login page then is there a way we can update this page to include a link to reset their password?  Not having this on the normal login is kind of a deal breaker.      

At some point recently the Settings/Admin pages changed in our Zendesk instance.  I used to click the gear icon and all the options would drop down, now everything seems to be in the admin center.  I need to add a new agent.  Previously, I would go to "People" and as long as the user had sent in a ticket, they would have a user account which I could search, click on and change their account to a light agent or full agent.  Now when I go into "People" I can go to "Team Members" and it will only pull up agents, it is not pulling up all of the users like it used to and I can't figure out how to find users in order to upgrade them to agents.  HELP!