Community tips and best practices

I need help figuring out if something is possible for Ticket Submissions.  Scenario:We have a large client base, and each organization may have up to 30 employees. They all need access to our knowledgebase. However, only specific end users at the organization should have access to submit tickets. The number of people is too large to manage manually via the allowed list. We have considered sharing the ticketing form links. However, this will not keep users from forwarding the links to people who should not submit tickets. Does anyone have suggestions on how to handle this?

We use a server-side rendered (SSR) Zendesk app to display data from a third-party system in Zendesk. We would also like to make this data available for the macros. So that the macro can use this data, we write the data in custom fields in Zendesk, from the self-developed app via the Zendesk API. We are of the opinion that the data cannot be kept up to date with this solution. We would therefore like to know if this approach is in line with Zendesk's best practices and if there are any recommended alternatives or additional optimisations to make our integration even more efficient.

Hi Everyone, I’m Claudia from the Asia Customer Success team. One of the queries I get asked a lot from my clients is: How to reply to a ticket with a Support Email Address of your choice? Currently, there is no native way to achieve this, below are 3x possible workarounds. 1. The Select an Address app in Zendesk Marketplace provides this functionality. This app uses the API tickets object to set the recipient for the ticket. The recipient is the original recipient's email address of the ticket. The change of address is done manually. If you are subscribed to the Basic plan, you can set up default addresses by group, as well as allowed email addresses by group. Any addresses used here must already be listed in the sup

Zendesk level:  Beginner to IntermediateKnowledge:  Copy & Paste / CSSTime Required:  10 minutes Hello Guys,  I hope you will like this tip. Now you can show your Help Center "Promoted articles" with toggle format. Follow the Below Steps -  Copy the promoted article code and paste it on your Help Center templates  {{#if promoted_articles}} <section class="articles home-promoted"> <h3 class="promoted_title">{{t 'promoted_articles'}}</h3> <ul class="promoted-articles"> {{#each promoted_articles}} <li class="promoted-articles-item"> <a href="{{url}}" class="promoted-title">{{title}}</a> <div class="promoted-body"> {{excerpt body characters=300}}<br/> <a class="see-article" href="{{u

When viewing our Help Center on a mobile device, the search bar appears on the Home page and Section pages, but not on articles. How would I add the search bar to the articles for mobile devices?

Ticket ID links in an email use to open directly to the app to view the ticket. But for months it goes to a browser with the message below where I have to click another button to open to the app. Things a bad user experience for anyone using Zendesk and needs to be fixed.“For a better experience, view this ticket in our Zendesk Support app.”

This handy tip involves customizing you Help Center to display Popular Search topics.It could be also be used to highlight new or specific articles. Prerequisites:  Technical skills: Just copy and pasting Total duration: 5-10 minutes To add popular searches or topics in Copenhagen Theme  Go to Guide admin > (👁️‍🗨️) Customize the design. Choose a theme. Click Customize > Edit code. Select the following templates: "document_head.hbs",  "home_page.hbs", and "style.css". Copy and paste the code below to "document_h

Administrators should follow a few steps to hide agent identities from customers. Disable personal email replies Remove photo from email template Remove personal agent signatures Use Agent Alias (Professional and Enterprise) Update request page template photo Remove assignee names  Disable personal email replies Under Admin>Channels>Email>Personalised Email Replies, deactivate the option. The effect is to change the header in support addresses. With personalised email replies checked: And with the option disabled: Remove photo

My job involves working with new and existing customers, and I’ve seen countless approaches to Workforce Management (WFM). One thing I’ve noticed? Many companies struggle to make the leap from traditional scheduling to a more dynamic, employee-centric approach.  I’m often asked how to improve WFM processes and flow 💡 Here’s what I always say: “WFM is no longer just about scheduling - it’s about adaptability and empowerment”.  To stay ahead, consider these approaches: Leverage AI for Precision: Use AI tools to forecast demand accurately, especially for seasonal peaks. Automated insights can reduce last-minute staffing changes and overtime costs. Embrace Flexibility: Support remote and hybrid work by offering dynamic scheduling. Time-zone-aware tools and self-service options can empower employees while maintaining efficiency.

Join us for this session tailored for HR, IT, Facilities Services, Operations, and Support professionals!Learn how to transform your organisation’s employee services (EX) by optimising internal helpdesk processes with Zendesk, SweetHawk and AI-powered solutions (Agent Copilot & AI Agents).🎓 Our expert speakers from Zendesk, SweetHawk, and Premium Plus will cover best practices for building effective internal support systems and explore how AI and key integrations with SweetHawk can further streamline your operations.Whether you’re already using Zendesk or seeking to enhance your employee services, this webinar will provide actionable insights and a live demo.📅 Date: 3rd December🔗 Register Now 

Hi, everyone! Does anyone have any best practices for ensuring members of our community get notified? It seems like the community member needs to follow topics/posts to receive notifications, so wondering if anyone has done anything else to try to increase notifications going out to community members? Thanks!

Dear Community, I am pretty certain what we have in mind here should be possible - unfortunately I have spent hours searching for an article on this, with no results so far. Reached out to Zendesk Support and they suggested I should try asking the community here :) Hoping someone here can maybe provide info on this, or knows an article from Zendesk that could help us?Idea: We want to set up a trigger, that sends instructions to a requester when they selected a certain category in our webform (change of delivery adress for example). I know how to do that of course.In that auto-response that the requester receives, we would like to present a button for the requester to inform us IF the request can be marked solved, now that they received all necessary instructions via the auto-response. ONLY if the requester clicks on the button "YES my issue is resolved" we want the ticket to go into solved status.how can i set that up? Side Info: none of our cust

The official Zendesk-Slack integration is very powerful, offering out-of-the-box two-way communication in a stylish way, but sometimes you just want a simple notification setup. I hope this guide is helpful in showing the flexibility possible with Zendesk triggers and Slack. Create a Slack app (in Slack) [Alternatively, you could just create an incoming WebHook in Slack] Make sure you're logged into Slack from your browser and proceed to: https://api.slack.com/apps/new Give the app a name that is appropriate, I've chosen Zendesk notifier for this example, and also select which Slack Workspace you want the notifications on (if you have multiple). Push

Hi everyone, We just started using Zendesk at my Firm and suspended tickets became a problem on day 2:) The first is a user sent an email with Out of office in the subject.  She was requesting we enable out of office for another user.  Zendesk's response to my ticket equates to us telling our users not to put out of office in an email.   Does anyone have any tips on how to get around this?  We're just getting started with this product and I could use an assist on this one. There's another suspended ticket issue we are looking into.  I'm not getting any hits cross-referencing the phrases to look for in the email's header.  But I'll save that one for another day as Zendesk is still looking into it. My apologies if this is in the wrong section.  Please let me know and I'll move it. Thanks,Santiago 

Hi! We've recently set up the integration between Zendesk & PagerDuty. We have a set of conditions such that if a particular custom form is used to create a Zendesk ticket with a particular priority level selected, PagerDuty gets pinged. This way, our on-call engineer can be notified during off-hours when there are no Support Agents available to triage and escalate. I'm wondering if it's possible to create a trigger that will send an automated response back to the customer once the on-call engineer has updated the PagerDuty status to “acknowledged”? Essentially, we want the customer to at least get an email that says something like “An engineer has received your request and is currently investigating it” without the engineer logging into Zendesk or communicating directly with the customer.  I don't want to send this message in the initial automated response that gets sent as a result of the ticket coming in because I want it to actually be true. So it really ne

‘What Percentage of Conversations Should You Evaluate?’ is one of the most asked questions in the QA space.On average, only 1-2% of support conversations are reviewed, placing a premium on selecting the right ones.The goal for QA reviews is often to obtain a representative sample. With the overall average review coverage of just 1-2% and diversity in languages, channels (voice, email, chat, social media), markets, product areas, and handling tiers, achieving a truly representative sample manually is unrealistic. Just creating the filters to address all areas is a serious data mining task. The Role of AutoQAAutoQA (automated quality assurance) steps in here, handling 100% of support tickets and eliminating biases associated with manual reviews. It evaluates key metrics like tone, grammar, empathy, greetings, closings, readability, and comprehension. Although it lacks the process-specific insights of human revie

Hello fellow Zendesk users! Out of the box, Zendesk Support will allow agents to forward ticket information to an external source using email targets.  Natively, when the external source replies to the email sent from this target, the response will generate a new ticket in Support. In some cases this native functionality can make it difficult to track ticket information between multiple tickets - which can negatively impact the customer experience. Below I will walk everyone through the appropriate steps for threading the target’s response into the existing Support ticket. Create Email Target Navigate to Admin>Settings > Extensions > Targets > Add Target > Email Target. Enter the following information: Title (Name of the target you wish to create) Email Addres

I am using the out of the box Zendesk AI Agent (Chatbot, Flow Builder) with the GenAI enabled. Its having trouble handling an initial question of just “Hi” or “Hello”, “Good Morning”. It responds as if it need clarification. Do I need to setup my own intents for that type of chatter? What's the best way to deal with this type of chit-chat? My last solution included this as part of its “library”. 

We want to be able to pin internal guides to the agent workspace to be permanently displayed for agents to follow when handling tickets, regardless of what the user's issue is, for example, best practices or escalation paths. Has anyone done something similar? Thanks :) 

The Problem  Tickets I was @mentioned on were slipping through the cracks. The in-app notifications were helpful when I was in the Zendesk UI, but I spend 40% of my time outside of the queue. Email notifications were also a challenge due to the volume of tickets I handle each week. It was difficult to keep up.  The Solution  Utilizing a trigger, Slack webhook, and a Zendesk webhook I was able to implement a solution that would notify me in Slack each time I was @mentioned on a ticket.  Instructions  Step 1 If you don’t have one already, you’ll need to create a Slack webhook. Note: You might need your Slack Admin to help you set up the actual webhook in Slack.  For this specific solution, I’d recommend using a webhoo

We’re absolutely delighted to have you join us! The Zendesk community is a vibrant space where you can connect, learn, and share experiences with fellow QA and WFM enthusiasts. To get started, we encourage you to introduce yourself. Here are some suggestions on what to include in your introduction: Name and role: Tell us your name and what your role is within your organization. Experience level: Are you a seasoned support expert or are you just starting out in the field? Your Zendesk journey: How long have you been using QA or WFM tools (or Zendesk) and which products do you use daily? Interests and Goals: What are your interests in the customer service field? Do you have any specific goals or topics you’re keen to learn about? Fun Fact: Share a fun fact about yourself to add a personal touch! &n

Hello WFM Magicians! Here's a list of Workforce Management (WFM) related resources that we've put together to help you understand the importance of WFM in customer service. We have categorized these so you can get started with WFM in your business, improve your existing WFM process and learn more from best practices.Feel free to bookmark anything you find useful here or suggest more useful links in the comments. We will continuously update this list.Be sure to hit the follow button to receive email notifications as shown in the screenshot below: Blog What is workforce management?

Hello Quality Aficionados!Here's a list of Quality Assurance (QA) related resources that we've put together to help you understand the importance of QA in customer service. We have categorized these so you can get started with QA in your business, improve your existing QA process, learn more from best practices, and solidify your customer relationships with excellent CX.Feel free to bookmark anything you find useful here. We will continuously update this list and comment on the post when the new resource is added.Be sure to hit the follow button to receive email notifications as shown in the screenshot below: Blog

Greetings to all community members! 👋We are excited to announce the launch of our new Workforce Engagement (WEM) discussion topic! This is a dedicated space for you to engage in discussions around Zendesk Quality Assurance (QA) and Workforce Management (WFM) or anything related that sparks your interest!Our aim in creating this area is to foster a vibrant community where members can exchange ideas, share experiences, debate methodologies and learn from each other. Whether you're a seasoned QA or WFM veteran or just beginning your journey, your unique perspective is invaluable and we encourage you to contribute.Don't hesitate to ask questions, ponder the intricacies of WEM or share your own best practices and insights. And remember: every conversation is a fresh opportunity for discovery and growth. This topic is your go-to place to learn, connect and excel in your use of Zendesk WEM tools.Let's embark on

I really like the new Request list experience and we recently rolled it out. However, there were a few key features that were lacking including an export .csv button. I thought I would share the script to export .csv in case it benefits anyone else here. The code below can simply be added to the bottom of your requests_page.hbs Requirements: jQuery needs to be installed (you can simply drop the jQuery script to the bottom of your document_head.hbs file) https://support.zendesk.com/hc/en-us/articles/4408829274906-Importing-or-upgrading-jQuery You need to be on Templating API v4