Join conversations, ask questions, and share solutions
Hi everyone,We are running into a frustrating system constraint regarding how Zendesk’s native AI features (Auto-Assist and Ticket Summaries) handle inline (interposed) replies from customers, and we’re hoping to learn how other teams have solved or
We observed an intermittent Web Widget Messaging issue involving native Basicresponses, a required category form, and multiple conversations. This channeldoes not use an AI Agent or Flow Builder bot.Zendesk Support asked us to bring the reproduction
We are an HR department implementing Zendesk. Are there any other Zendesk Admins in HR that implemented the platform? I could really use a sounding board on how we are configuring the system. :)
Hey community 👋We've been hearing more and more from you that connection matters, not just online, but in person. So we're exploring something exciting: customer-led, in-person meetups.Here's the idea: you bring your experience and your voice, and we
As AI becomes a primary way customers get answers, we’ve had to rethink how our content is structured, not just what we publish.For us, the biggest shift has been making sure our knowledge content is AI-ready from the start.What we changedWe started
Today I got a 2nd email announcement about the coming end-of-life for AI Agents-Essential. This email notes that the changes are rolling out starting April 27 (i.e., 2 days ago). But if you link to the announcement post, you’ll note that the rollout
Hello, Following your announcement of the removal of API tokens as an authenticationmethod (article 10851263566234: auto-deactivation of unused tokens on2026-07-28, no new tokens after 2026-10-27, full EOL on 2027-04-30), we haveproactively migrated
Hi All I want to launch a global oauth app in Zendesk marketplace, but now I'm stuck because I don't know how to proceed with the application. Here is my current application progress:1. Does the app use a global Oauth client? Yes2. Please provide the
I am looking to see if I’am missing something, but can action flows access the ticket notes natively or do I need to make a custom API call. The custom API call uses more API credits, so it’s less appealing, but I have it working.
For me, the most useful CX measurement comes from combining operational metrics with customer feedback and a little healthy skepticism about what the numbers appear to say.We regularly look at metrics like first response time, resolution time, backlo
Hi,the tickets (some) incoming from VoiceAI have missing Group, so tickets stay in unassigned queue.If I just enable “Turn AI Agent On” it should not lost Group Membership.The Channel is still Inbound Phone, so same Trigger should workIn Ticket Event
We have enabled the Multi-recipient Email Tickets EAP in both our sandbox and production accounts.The feature works correctly in production when an email is sent from an external address. However, when the sender is within our organisation’s Microsof
I am not getting the right result- only 1 ticket is creating when I have multiple mailboxes on the email . I have a support ticket open but since this is an EAP I’m also joining this group.I am curious if anyone else has experienced this problem?
We just got access to the full Zendesk AI and I’m playing around and seeing what it can do. I would like to have a custom agent that checks all incoming tickets and sets the priority as urgent if the content mentions needing to cancel an order or upd
Please review our community rules
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
