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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
I am not seeing a way to set agent status based on schedule. When I first started configuring Omnichannel routing, all agents were set as Available even though many work different shifts. It would be great if we could apply a schedule to
I have seen some conversations on this that are several years old, but I wanted to know if there was a solution for Contributors or Light Agents that would allow them to post Public comments on tickets where they are the Requestor or CC’d in the tick
I’ve been thinking about what happens when a customer replies to a ticket after it has already been solved.For support teams handling a large number of tickets, reopened conversations could easily get mixed in with new requests.How do other Zendesk t
Has anyone found a work around to pulling the raw data for Support Article data? So far I have only been able to see a users last seen support article before creating a ticket but would like to have every view regardless of ticket creation.
Hello,I am new to this comunity. Any tips on pulling queue data in ZD Talk? seems like everything is foucused on the IVR data.Thank you,Mike
Our Community AI Group is home to some of the sharpest questions and experiments around autonomous service and workflow automation. After the Zendesk AI Summit, we want to bring those discussions into live, casual virtual meetups! We are hosting digi
This can happen when the API request successfully creates a Zendesk ticket, but some submitted field values aren't mapped or formatted as Zendesk expects. For example, the ticket may contain the requester's name and email, while custom fields such as
Hi, Our organisation has a need to report on the first reply time SLA and which agent and/or group breached these SLAs. So I've tried a query with assignee name, group and ticket ID filtered to only tickets where it was a breach. However, this is onl
Hi everyone,I’ve just published a new article on Internal Note about Zendesk’s newly announced Open Service Directory. It looks at a question that’s becoming more relevant as customers use AI Assistants to do more than find answers: how does an AI As
Summary: The connection picker tool in AAF works correctly during initial setup but fails to display options on subsequent invocations within the same flow. Steps to Reproduce:Use the connection picker tool in AAF during initial setup. Complete the s
Hello, I have 19 PDF files, each smaller than 10 MB. The largest file is, I believe, around 9.5 MB.For some reason, not all of the PDF files sync successfully. On the first attempt, only 10 files are synced. When I try to sync again, only total of 4
Despite being enrolled in the PDF Content Allowance EAP, a large number of PDFs from our SharePoint connector are not being indexed by Zendesk.Note: We have already confirmed that our SharePoint connection is listed as a search source under Knowledge
PDF article attachments are not indexed. From the descritpion, they should be supported and ingested automatically
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