Community tips and best practices

Hi everyone,I’m looking for inspiration and best practices from the community on how to build a function that allows agents to move tickets between views.Context:We currently have multiple groups each with its own dedicated email and several views. The agents need to move tickets that have arrived in incorrect e-mails between views.To give you an example it looks somewhat like this:Group a (group-a@email.com)   View a, invoices  View b, technical support  View C, salesGroup B (group-B@email.com)   View d, invoices  View e, technical support  View f, salesGroup C (group-C@email.com)   View g, invoices  View h, technical support  View i, salesSo far i have tried creating a group for each view which creates a abundance of groups when its really just 3 groups handling all the tickets.I have also tried creating a drop-down field with each view and then editin

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

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

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

Sometimes you want to hide or display/show specified content on a ZenDesk template page (e.g., home_page.hbs) to only certain users. This can be done by adding some basic code snippets to a few ZenDesk theme files. Below are two examples... how to hide content based on user TAGS and the second example is how to hide content based on user ORGANIZATIONS. ... Here's an example of a CTA bar that we are currently hiding from all users that do not have the tag "ticket-access" associated with their user account: https://codepen.io/jord8on/pen/bGqmLeR ... Make content visible or hidden based on User Tags--------------------------------- For this example (which was our actual use case) let's say you wanted to add a section at the bottom of your help center that was only visible to users who had a specific tag associated with their accoun

Zendesk level: BeginnerKnowledge: HTML, JSTime Required: 5 minutes This is a simple tip to quickly add an estimated time to read to your articles in Guide, displayed inline with article meta-data as such:Few quick call-outs before sharing the steps: I'm not a developer, just an admin sans developer resources in my instance Original script can be found at this source with more details/comments here You can achieve similar results many different ways and can modify placement/look/feel/wording to

It's Funky Friday, so here's a little something to make your search box fun: Changing search box color Go to your Help Center > Customize Design Access your CSS files Do a search for /* Search box */ Find the following element: .search-box input, .sub-nav .search input { To change the background color, simply add background: #HEX; .search-box input, .sub-nav .search input { line-height: 1.2em; font-weight: lighter; padding: .75em 2.7em; width: 100%; background: #FF0066; -webkit-appearance: none; } Cha

Often, a requester will request something within an existing ticket. I cobbled something together that allows you to create a new ticket and copy CCs/followers. Be warned, this isn't trivial and you're going outside the realm of what Zendesk considers best practice. You're going to create a ticket via the API and trigger this by notifying an external target. So, to start, create an external HTTP target. For the URL, use https://YOURDOMAIN.zendesk.com/api/v2/tickets.json but replace YOURDOMAIN with your actual domain. Method is POST. Content type is JSON. Enable basic authentication and put in valid credentials. Now, you need to build your user interface. I used ticket fields with conditions. Drop all of those on your form(s). I set a condition to hide all of the fields when S

The Problem  When sorting views by the Next SLA Breach time, we’ve found that there are cases in which a ticket lands in our Support queue but does not trigger a First or Next Response SLA.  A few specific examples of when this might happen:  A Zendesk agent creates a ticket on a customer’s behalf. A user originally submitted a ticket under a shared email alias, but is now writing in from a different email address. A user that was CC’ed on the ticket clicks on ‘Reply’ instead of ‘Reply All’ (applicable for any Zendesk customer using the new CCs and Followers feature - more context here) When that happens, these tickets end up stuck on the very

Not sure if this is any use to anyone but I created a formula field in Salesforce that concatenates my Zendesk Domain with the ticketID that get's synced in, so that if I want to pull up Zendesk directly from the case record, I can do that from a report, or from a list view. First screen shows you what it looks like.    Type is a "Formula" field that returns TEXT. The Formula looks like this: HYPERLINK("https://{yourdomainhere}.zendesk.com/agent/tickets/" + Zendesk_Support_Ticket_ID__c ,"#" + Zendesk_Support_Ticket_ID__c + ": Click to open in Zendesk" , '_blank') The current Zendesk/Salesforce Case Viewer component we use on the account object for viewing a collection of cases and their statuses, but we don't really interact with them there because it is a bit clunky. SF reporting is so powerful though so it's really easy for us

This article will cover how to offer end-users suitable contact options when they need help while browsing the Zendesk help center. This small button in the lower-right corner of the help center lets users see all the options for contacting support staff with just one click on any page. You can change every link in the contacts widget, or add a new one: Link to the website Zendesk Chat Submit a ticket Make a call Other contact options It's possible to change the following: title and description colors link names icons individual items enabled and disabled. events trig

Outlook Add-in Forward to Zendesk Link to open source code: https://github.com/dbr2hb/Outlook-to-Zendesk Note: currently this is windows only. For those that have tried using the Outlook to Zendesk case creation add-in know it’s limitations: 1. You cannot send inline images 2. Web outlook add-ins will not work for a shared inbox, (like a support inbox). To work around this Zendesk does provide the ability to Forward an email and place some mail api code in it, which allows you to set the original sender as the ticket requester as noted here: https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address#topic_jfs_cwr_2k (you can also forward if the subject has the fwd or fwd, but using the mail api

Add CSS to Web Widget Zendesk level:  BeginnerKnowledge: Javascript, HTML, CSS, Web WidgetTime Required:  10 minutes Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/Web-Widget/Hide-System-Fields How it works (simplified): Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself. Prerequisites: You must be using Zendesk Support You must have access to the Web Widget You must be able to modify the code where the Web Widget will be inserted as HTML How to Install: Copy the default Web Widget Script from the admin menu in the Agent interface. Navigate to the

Hi all, We are currently testing Zendesk to decide whether we should move from ServiceNow into Zendesk. One of our wishes, that came up during a mini-workshop yesterday, was, that we would like the requester to get the first mail from us regarding their ticket, when we have set a deadline for when we expect the ticket to be solved. We are also testing the app "Deadline" from Sweethawk, and this trigger utilizes this app and its fields. First of, I started by deactivating the default trigger "Notify requester and CCs of received request", as we don't have a use for it when the new trigger is up and running. Then I added the below trigger. Note: The tag "deadline_pending" is set automatically by the Deadline-app when I submit the ticket after having set the deadline date and deadline time. Conditions:

"Hi Patrick, we really love your product, could you please send us a printable user manual so we can have an in-depth look at it? Thanks!" I was shocked when one of our biggest new customers asked me that question. We just moved to a 21st century solution for all our customer support and knowledge sharing activities (yay Zendesk <3) but struggled to deliver on this request in time. We really love our customers and don't want that to happen again, so we decided to build a Zendesk app that makes exporting knowledge base content as a PDF a breeze. We hope you can benefit from it too! :) (If you do, please let us know! <3) How does it work? It only takes 5 minutes, here is how 1. Install the Knowledge Base to PDF Zendesk App You can find the latest version of the app in the Zendesk app d