Community tips and best practices

For many Zendesk accounts, attachments, especially large media files like videos, PDFs, or high-resolution images, can quickly take up a lot of storage. This can slow down searches, make reporting less accurate, and complicate overall data management.One way to handle this efficiently is to delete attachments in bulk while keeping the ticket content intact. The GDPR Compliance tool makes this possible and, importantly, lets you filter exactly what to delete

Hi everyone,I'm currently working on improving the customer support and ticketing workflow for a local business I manage. We provide climate-controlled storage in St. Charles, MO and have been experiencing a lot of growth lately.As our customer base expands, we are getting a higher volume of inquiries via email and phone regarding unit availability, pricing, and specific climate-control questions. We are looking into using Zendesk to help streamline these requests and ensure no customer falls through the cracks.For those of you who use Zendesk for property management, storage, or local service-based businesses: How do you categorize your ticket queues? (e.g., Billing, New Reservations, Maintenance) Are there any specific Zendesk apps or integrations you highly recommend for handling reservation inquiries? Does anyone use the live chat feature successfully for local service inquiries? I'd really appreciate any insights o

The default handling for Suspended Tickets doesn't have a bulk mode, but in some cases the agents or admins want to take care of a number of suspended tickets in bulk, without entering each one, which saves time when lots of suspended tickets appear at once. This application allows anyone with access to quickly manage and delete or recover suspended tickets.Problem StatementAs ticket volumes increase, it can become time consuming to manage the volume of suspended tickets, and if a malicious user sends in tickets in bulk, cleaning them up can be tedious.  Adding a management app like this creates an interface designed for bulk management of the suspension queue.  Screenshots PromptThis should be a Side Navigation App, to provide enough room to see t

As a Zendesk Administrator, you understand the critical role schedules and holiday management play in providing seamless customer support. In this blog post, we'll explore the robust administrative features Zendesk offers at different plan levels and discuss the challenges administrators face when manually updating holiday schedules. Additionally, we'll highlight two innovative contributions to the Zendesk application marketplace that can significantly enhance your holiday management capabilities. Zendesk provides a range of administrative features related to schedules and holidays, catering to different plan levels. Let's delve into some of these features that can empower administrators to create efficient support workflows: **Multiple Schedules:**  At the Professional level and above, Zendesk offers the flexibility of creating multiple schedules, allowing administrators to tailor support operations to different teams or regions. This feature is particularly valu

I am trying to find some system for setting up an AI based prescreener for our talk system. I reached out to PolyAi, but we apparently do not meet their call number requirements. Are there other options for including voice based AI into the system?

Introduction Customers with many tickets can become overwhelmed with satisfaction surveys. This frustrates the customer and can lead to invalid satisfaction metrics. This guide will show how to suppress a customer's notifications after a recent survey. The inspiration and code comes from Moderator Joel Hellman. The typos are all mine. Method  To capture the last survey date, create: A user field to hold the notification date value An Webhook to populate the user field with a date

Hi Community, Question - Is there any way to automatically close an open accordion when you click to open another one? So only one accordion is open at a time? Do the following steps: I). Add HTML code to your template.<div class="accordion-div"> <div class="accordion">   <p>Section 1</p> </div> <div class="panel">   <p>Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.</p> </div> <div class="accordion"> <p>Section 2</p> </div> <div class="panel">   <p>Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua

Sometimes it’s hard to explain a problem with text alone. A screenshot helps, but a short video can make things way clearer. Customers can show exactly what’s going on, or you can explain instructions more clearly.In Zendesk, you can do this with the Video Reply app. It lets you request videos from customers or send your own videos right inside tickets. That way, everything stays in one place, no need to juggle emails or external links.You can use it to: Get customers to show problems instead of describing them Walk someone through a setup or solution step by step Reduce back-and-forth and speed up ticket resolution Make the interaction feel more personal and attentive Once a video is added, it’s stored in the ticket, so you

Recipes for App Builder work best if readers can discover them and can tell quickly if this recipe solves their problem.  Start with a summary so that readers can tell quickly what the recipe is about.  If you were publishing this recipe to the Zendesk App Marketplace, this is the quick blurb to get readers to read on.  A recipe does not need all these sections to be helpful to other app builders.  You can write a Problem Statement and a Prompt and have enough to help people make a similar app.Make sure to give your recipe a clear title, since that's going to be prominently displayed and found in searches.  start with “Recipe: ”, then something helpful like the title of the app or the purpose, then “app” or “application”.  Making your recipe easy to find helps everyone.

I understand that the Zendesk bot generates answers based on the Zendesk Guide knowledge base. Specifically, I am interested in knowing whether the Zendesk Advanced Bot can search for content from specific pages outside the Zendesk Guide, such as our main website. Furthermore, I am curious to know if the bot can recognize content within images on item pages. 

Wondering if anyone using the Generative AI bot in their help centre has experienced their bot providing incorrect article suggestions and if so, what is the customer experience?  We are working on implementing this in a couple of our help centres and have to ask other users what their experience is for our approval process.  Any feedback based on your expereince would be appreciated.  Thanks

I'm hoping to get some guidance. We want to try to give people access to the articles they probably need, ideally before submitting a ticket, whether using the chatbot, suggested articles, email autoreplies, etc. The thing I'm getting hung up on though is recommending articles based on a specific tag or label without me manually entering each article I want to recommend.Ideally, any of the following would work, but I haven't found anything to let me do roughly what I'm after: On the New Request page, specify suggested articles based on the specific request form (can't seem to find any way to tweak these suggestion settings) Using the conversation bots to recommend articles based on a tag (have to enter articles manually, and only 3 per step) Using conversation bots to link to a Guide search for the content tag (looks like this can be done, but I need to find the content_tag IDs manually to make the links, which is fine for 1 or 2 buttons, but we

I am not a programmer/developer, but I have implemented a fair number of simple customizations to our Zendesk forms using jQuery and JavaScript. For several of our forms, we copy the date selected by the end user into the form subject line on submit, along with a couple of other field entries to build the ticket title (primarily user account creation and termination forms). We noticed recently that sometimes form submissions are coming in with a ticket title/subject date that is actually one day prior to the user selected date.  It doesn't seem to be dependent on the time of day the submission was made or location of end user; we're all in one Midwest state in central standard time and this was affecting various tickets submitted throughout the day.  As it turns out, the date picker field value of 2025-07-30 is considering time zone so ‘2025-07-30’ is read as ‘Tue Jul 29 2025 19:00:00 GMT-0500 (Central Daylight Time).  An abbreviated form of the lat

 Here is a script that exports Zendesk Guide Article information as a CSV: https://github.com/scotthavard92/Zendesk-Help-Center-Export-Scripts This tool uses the Zendesk Help Center API(https://developer.zendesk.com/rest_api/docs/help_center/introduction) to pull Guide Information and populate it in a csv file. This will output values such as Article Id, Article Title, and Vote Count. The output looks like: Here is a nifty video overview and instructional: https://youtu.be/nGYQwV-kpyE Let me know if you have any questions!  

Placeholders in Zendesk (also known as merge tags) are used to automatically insert dynamic content into your messages, such as the requester’s name, ticket ID, or email address. They help personalize communication at scale and are especially useful for bulk email campaigns.However, even a small mistake like a typo (e.g. {{user.first_nam}}), an incorrect field, or a missing bracket can cause the placeholder to break. This results in emails that look unprofessional or confusing to the customer.To help prevent these issues, we’ve added placeholder validation to the Proactive Campaigns app for Zendesk.When composing an email for your campaign, placeholders are now checked automatically: Valid placeholders

Prospective leads may contact Support in search of product information, pricing details, or demonstrations. In these scenarios, it is critical that agents report prospective leads to Sales as soon as possible. In this recipe, you’ll learn how to automatically create a new sales lead using the Action Builder.This article contains the following topics: What you’ll need Generating new Salesforce leads with Copilot What you’ll needSkill level: BeginnerTime required: 25 minutes Action Builder EAP Copilot add-on Admin permissions Salesforce login credentials Generating new Salesforce leads with CopilotYou can click here to watch a video of this recipe, or continue to the walkthrough.1. In the Admin Center, click “Action flows” under 

Bugs can disrupt your customer and employee experiences, making it critical to promptly report issues to developers. This recipe shows you how you can automatically escalate bug reports to developers in Jira using the Zendesk action builder. This recipe contains the following topics: What you’ll need Automating bug escalations from a ticket form Automating bug escalations with Copilot What you’ll needSkill level: BeginnerTime required: 20 minutes Action builder EAP Admin permissions Copilot add-on (optional) Jira login credentials Slack login credentials Automating bug escalations from a ticket formYou can click here to watch a video of this recipe, or continue to the walkthrough. 1. In the Admin Ce

Update from Community Team: jQuery has removed in v2 themes and this tip doesn't work without jQuery. How to require an attachment in a ticket if a particular dropdown option is selectedWe needed to require an attachment if a certain dropdown option was selected by the user when they are filling out a certain form to submit a ticket. Without being able to require the attachment, extra time would need to be spent by the agent to contact the user and ask for the additional document. Solution OverviewThis was done by creating a custom checkbox field that is set to be required, and adding the checkbox to the form, hiding the checkbox via CSS, then programatically selecting or clearing the checkbox according to the dropdown option selected and the number of attachments present.Limitations  This solution detects that an attachment has been uploaded, but doesn't verify that the

AI Agents (aka Bots) are being adopted like never before thanks to the advancement of AI. When deployed correctly, they can enhance the customer experience and save on operational costs for support departments. But how do you know your AI agents are doing a good job? 🤔While most businesses are focusing on the resolution rate of their bots for their success metric, this doesn’t necessarily indicate that the cases they are solving have been done with a high quality, or that the customer's experience has been good. Increasing your bots resolution rate is a great end goal, but to get there you need a better understanding of the support your AI Agent is delivering. By adding your AI agents to your QA program you can get a better understanding of the interactions that take place, catch conversations where the bot gets stuck, and find the intents where your bots are less effective than humans. This can help make sure your AI agents are working to its strength

If manually translating 250 articles of your help center to 6 different (or more) languages is not an option for you, here is a quick guide on how to insert the free Google translate widget to your help center and providing a “good enough” automated translation. Keep in mind that Google Translate widget does not cover the translation of search nor of the screenshots (obviously..). You can check out what it looks like and how it works here: https://support.aodocs.com Note:The following steps are done from the newest version of the Guite Theme editor. We are going to go it in 4 steps:  1. Insert the script to your Help Center  2. Insert the button in the Guide Header  3. Modify the look of the Button  4. Modify the look of the Dropdown menu

 Introducing Zendesk WFM to Your TeamsChange can sometimes be challenging, especially when introducing new tools like the Workforce Management (WFM) add-on. But it also opens the door to enhanced productivity, greater team cohesion, and a more efficient workflow. Here’s how to introduce these benefits clearly and effectively.1. Be Open and Transparent About Your WFM GoalsSharing your goals helps your team see the value behind adopting Zendesk WFM. Common aims include: Understanding what the team works on Creating balanced schedules Identifying staffing needs Recognizing top performers The Performance and Leaderboards feature is key for motivation and engagement. It allows agents to track their key

Many customers ask how they can segment out their Help Center activity metrics based on user role. While this isn’t currently possible using the Help Center dashboards, it is quite easy to do using the Zendesk Google Analytics integration and custom dimensions. Step 1: Enable Google Analytics Site Search Tracking on your Help Center If you haven’t enabled Site Search Tracking for Google Analytics, follow the steps in this article to enable it on your Help Center. Step 2: Configure custom dimensions Google Analytics Custom Dimensions are a way to capture custom information on a user when they visit your Help Center or anywhere where you have Google Analytics tracking enabl

I've been searching the KB and I guess I'm not using the correct terms to find what feature I'm looking for. We get tickets on a daily basis that we can reply to with either the same text, or a few variations of that text. Currently we have the text blocks on a Word doc and just copy/paste in the desired reply. What is/are the features in Zendesk I can use to accomplish this? Is this Macros or are there other options? What is the search term I should be using to find this? I'm seeing some AI options, but I'd rather stay manual for now until I can see how it all responds. 

Hello, We are a T-Shirt factory in Brazil and we realized that when tickets get more than 4 replies from the same agent, it usually ends on a bad user experience. The customer relation manager asked the IT to add a "popup" before sending the 5th reply on the same ticket. This popup should ask if the agent had already called the customer. If the answer is "no" the ticket reply should not be saved. We've created an app to achieve this. Here you can find the app.js file To create an APP you can follow this tutorial: https://help.zendesk.com/hc/en-us/articles/229137267 A problem we had was to find the count of replies the current user had sent on the current ticket. The way we solve it was to count the number of times t