Discussions

Has anyone else found that the proportions set in custom layouts don’t seem to render correctly in the Agent Workspace?For example, we have a custom layout for certain conversations where the idea is for the side conversation panel to be open by default, but this is what it looks like in settings:And this is how it opens in tickets by default, with the side convo panel completely overwhelming the ticket:I’ve tried making it smaller a million times but this always seems to happen. Is this a bug, or something to do with different browsers etc?

Enterprise businesses are increasingly using artificial intelligence to simplify daily operations, improve customer experiences, and connect different business systems. From automated customer support to intelligent data processing, AI integration helps organizations reduce repetitive tasks and make faster, data-driven decisions.However, implementing AI across an enterprise is not just about choosing an AI model. Businesses must connect AI with their existing CRM, ERP, cloud infrastructure, databases, and customer service platforms while maintaining security, accuracy, and operational control.For organizations exploring enterprise AI automation, here are six companies worth evaluating based on their technology services, integration capabilities, and potential fit for business requirements.1. Dev TechnosysDev Technosys is a software development company that offers AI development and integration services for businesses looking to incorporate intelligent capabilities into their existing a

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 our integrations to OAuth. Our main server-to-serverapplication now authenticates exclusively with client_credentials accesstokens, and we are migrating our remaining API tokens one by one. However, we have identified one integration paths for which no OAuthmigration option currently exists, and we need your guidance on both. We provision our Zendesk users and groups from Microsoft Entra ID using theofficial Zendesk connector from the Microsoft Entra application gallery. Asdocumented by Microsoft(https://learn.microsoft.com/entra/identity/saas-apps/zendesk-provisioning-tutorial),this connector only supports Admin Username + Secret Token (a Zendesk APItoken) for authentication. There is no OAuth option on the Microsoft side. This means that

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 an agent's profile so that we can ensure tickets do not get assigned to them off schedule (unless the agent manually updates their status).

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 ticket.   

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 teams handle this?Do you use triggers, automations, views, tags, or ticket priorities to make sure reopened tickets are identified and handled quickly?I’d be interested to hear what workflows have worked well for other support teams.

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

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 company name, phone number, product type, or issue category remain blank.I'd check these three things first: Custom field IDs and mapping: Zendesk expects custom ticket fields in a specific structure, using each field's ID and value. Make sure the fields from your Contact Form 7 form are mapped to the correct Zendesk custom field IDs. Field value formats: Dropdown fields may require the option's tag value rather than its display label. Also check that dates, numbers, checkboxes, and multi-select fields use the expected format. Actual API request and response: Don't rely only on the success message displayed after form submission. Inspect the outgoing payload and API response, then check the created ticket in Zendesk to confirm which va

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 only telling me the CURRENT assignee or group of the breached ticket, and not the agent or team the ticket was assigned to AT TIME OF BREACH. Our tickets often go through multiple reassignments before they are solved/closed which makes the current assignee/group reports invalid.  I've searched the community and was surprised to see this doesn't appear to have come up before.   Many thanks!

Build a Zendesk ticket sidebar app called "Macro Search" that helps agents find and apply macros quickly.SEARCH- One search box that searches both the macro title and the macro body (the text of all macro actions, including comment text).- Real-time results with a 300ms debounce.- Whole-word matching only. Searching "force" must match "force" but NOT "enforce", "reinforce" or "workforce". Use word-boundary logic, and make the yellow match highlighting follow the same rule.- Search must also cover dynamic content placeholders (e.g. {{dc.my_content}}, {{ticket.requester.name}}).MACRO DATA SOURCE- Fetch from /api/v2/macros/active, following all pages so large inventories load fully.- Exclude personal macros (use access=shared).- Fetch macros per group using the group_id parameter.- The app has two installation settings (manifest parameters, both text, comma-separated group names):  1. target_groups (required): macros for these groups are always included.  2. conditional_groups (optional):

Smart Ticket Escalation TrackerProblem StatementSupport teams manage a large volume of tickets, making it difficult to consistently monitor pending requests, identify tickets approaching SLA breaches, track prolonged inactivity, and follow up on unresolved escalations.When tickets remain unattended or are transferred between departments without clear ownership, resolution times increase and the customer experience suffers. Agents and team leads often have to rely on manual checks, ticket views, and reports to identify these risks.There is a need for a centralised, proactive solution that highlights tickets requiring immediate attention and guides agents towards the appropriate next action.Proposed AppThe Smart Ticket Escalation Tracker is a Zendesk app designed to monitor ticket health, identify escalation risks, and help support teams prioritise follow-up actions.The app would analyse available ticket information, including status, priority, SLA deadlines, last update, assignment hist

Hi, would like to ask if what authentications are currently available for uploading ZIS Bundles using API? Since API tokens are slowly being phased out, I’m trying to authenticate using oAuth client. For now, I’m invoking the APIs through Insomnia.Here are the steps I’ve done so far:Created an oAuth client to get Bearer Token via API request Created an integration key for the bundle via API request using the Bearer token from step 1 Attempt to upload a ZIS bundle via API request This is where I’m having issues. I am encountering this 401-error message when I’m invoking the request. I’ve leveraged the Bearer Token from step 1 and encountered this message I’ve tried to retrieve the full_token from the integration key using its client_id but unfortunately, the same message can be seen. I even applied tweaks to the integration key itself such as setting its “client kind” parameter to “confidential” but I’m still blocked. Response says “Authorization failed due to OAuth being disabled

I have a messaging AI Agent which pulls from our Knowledge Base (customer-facing support center with all our policies and procedures and FAQ). Our Terms of Sale have very specific legal information about our policies whereas our more FAQ focused articles have more generous and customer-friendly wording around our policies. The AI Agent uses the ToS to respond about our policy provisions but I’d like it to use the customer-friendly articles as the source instead. I’ve tried to tell it in an Instruction but that doesn’t seem to be working. Is there another way to dictate priority when looking at multiple sources or do I need to simply find a way to get it to not look at certain articles in our Knowledge Base (and risk it losing access to other information a customer might ask about)?The example is our return policy which is 14 days in the ToS but 30 days in the customer-friendly article (which is correct). 

Hi everyone!I'm wondering how support teams manage workflows when Zendesk is only one of several tools used across an organization.For example, a customer issue might start as a Zendesk ticket but eventually require input from a development team working in Jira, an IT team using ServiceNow, or another department managing requests in a different platform.I'm curious how other teams approach this in practice, especially when information needs to move between systems.Do you mostly rely on native integrations, automation tools, or manual updates? And when multiple teams are involved, what tends to be the biggest challenge?From what I know working with different teams, things like keeping comments and attachments synchronized, maintaining accurate ticket statuses, or avoiding duplicate work can become tricky as workflows grow.I'd be interested to hear what has worked well for your teams, and whether there are particular integration challenges you've found difficult to solve.Looking forward

Hey, we’ve been having issues syncing some comments/internal notes from Zendesk to Jira. It appears that comments that have a complex HTML design/format are not syncing directly, and they appear as a blank space on Jira (e.g. email responses to a ticket that have a signature, messages in bold, etc).Also, it seems that attachments aren’t syncing to Jira. We had a .mov file not sync to Jira.I’ve checked on Jira and we do have Wiki Style Renderer activated for comments.Any help would be appreciated!   

We were made aware of the following:  Zendesk is retiring older versions of the Help Center Templating API. Themes built on v1, v2, or v3 will be phased out over the next year, and everything moves to v4.   The timeline is as follows: September 14, 2026 — new Zendesk accounts can no longer install themes on v1–v3 Around March 1, 2027 — importing v1–v3 themes is blocked for all accounts By July 31, 2027 — all Help Center themes must be on v4  This was shared by Patrycja Walencik, Senior Product Manager at Zendesk Knowledge with Zendesk vendors and Marketplace partners via partner channels only. What this means for Zendesk customers:All purchased themes based on Templating API v1, v2 or v3 will eventually become obsolete. Themes based on Templating API v4 use React/Garden forms implementation. Updating your existing theme to use Templating API v4 is exponentially more complicated than a few code changes. You will be forced to either use Copenhage

Zendesk intelligent triage low accuracy after a migration usually means the AI is working as designed, on data it should never have seen. Zendesk’s AI learns from resolved interactions and applies those patterns to new requests. After a bulk Zendesk import, it learns from everything you moved, including parts you didn’t want it to repeat. Zendesk AI agent accuracy after migration drops for the same reason: the model can only be as good as the tickets and articles behind it.The main challenge is telling a data problem from a setup problem. When Zendesk AI fails after migration, both look the same in the agent queue: wrong routing, weak suggestions, and replies that sound confident but are wrong. Teams that guess often retune settings for weeks while the real cause lies in the imported records.If you haven’t migrated yet, my earlier post's two-step approach prevents most of this. This one is for when the import is already done.Symptoms and What They Usually MeanMatch what you’re seeing t

Hello everyone,I am Aarti Jangid, working at Dev Technosys. I am interested in learning how businesses can use AI chatbots and customer support automation to improve customer experiences.AI chatbots can answer frequently asked questions, provide instant responses, and help customers find information quickly. However, complex problems often require human assistance.My question is: What are the best practices for integrating AI chatbots into customer support workflows while ensuring customers can easily connect with human agents when needed?I would love to hear your experiences, recommendations, and insights on improving customer satisfaction through AI-powered support solutions.Thank you!

I am in the process of migrating from AI Agents-Essentials to the Agentic AI platform. Our Agent SOP leverages triggers & automations driven by tags Essentials adds to the tickets. This tagging behavior doesn’t carry forward to the Agentic AI replacement, so I’m in working on updating the triggers & automations associated with our Agent SOP for the new platform.Essentials adds a simple “ai_agent_automated_resolution” tag to a ticket that winds up consuming an automated resolution. But for the Agentic AI platform, I need to leverage the “Resolution type” and “Resolution tier” fields. It appears that the equivalent to the “ai_agent_automated_resolution” tag is “(Resolution type= Automated) AND (Resolution tier=Verified resolution)”.When I access these fields in trigger conditions, they have more choices than are currently documented (About ticket fields):“Resolution type” is documented as “Automated or null”, but the trigger condition has an “Assisted” option in addition to “Auto

Hello Zendesk Support,We use a third-party bot with Sunshine Conversations and AI-agent-only messaging tickets. We want the standard Brand field and a custom AI status dropdown populated when the ticket is first created.The Brand is active. When creating a conversation using POST /sc/v2/apps/{app_id}/conversations, we include:{ "type": "personal", "participants": [ { "userId": "000000000000000000000002", "subscribeSDKClient": false } ], "metadata": { "dataCapture.systemField.brand_id": "900001", "dataCapture.ticketField.900002": "handling" }}Creation succeeds with HTTP 201. However, the AI-agent ticket generated by the first user message retains the default Brand and an empty AI-status field.The same metadata key format works during human handoff:POST /sc/v2/apps/{app_id}/conversations/{conversation_id}/passControl{ "switchboardIntegration": "zd-agentWorkspace", "metadata": { "dataCapture.systemField.brand_id": "900001", "dataCapture.ticketField.90000

Hello everyone, I am trying to create a metrics that gives me all the ticket ID that verify both conditions: Not include either tags "Y" and "Z" (so exclude all tickets that have both Y and Z and tickets that have Y or Z) Includes any of the tags "A" and "B"I have triedIF (NOT INCLUDES_ALL([Ticket tags], "Y", "Z") AND INCLUDES_ANY([Ticket tags], "A", "B")) THEN [Ticket ID] ENDIFAs well as IF (NOT INCLUDES_ANY([Ticket tags], "Y", "Z") AND INCLUDES_ANY([Ticket tags], "A", "B")) THEN [Ticket ID] ENDIFIn both of them I still have tickets that have either tag “Y” or tag “Z”. The “NOT INCLUDES_ALL” has a lot more results than the “NOT INCLUDES_ANY”. Any help appreciated since the Zendesk Bot only gives me back the NOT INCLUDES_ANY any solution however I rephrase or adjust my request. Cheers!