Discussions

A short summary of what the response covers: how Nuvirateck started using AI agents to cut down repetitive sales and delivery work like outreach drafting and quotation checks, what data and templates we had to clean up first, how we kept a human-review rule so the team trusted it, a real example of the agent catching a pricing error on a client quotation before it went out, and the advice to start small with narrow, repetitive tasks before trusting an agent with judgment calls. We started looking at AI agents because our team was drowning in the repetitive parts of sales and delivery work: drafting outreach at scale, reviewing quotations line by line, cross-referencing inbox replies against campaigns, and putting together decks and proposals under tight deadlines. None of that work is hard, but it eats hours that should go to actual conversations with prospects and customers. That was the real trigger for us, not curiosity about the technology for its own sake.Before we could really us

Hello everyone,I have about 10 years of experience in telecommunications, including several years managing frontline customer support teams. I am now looking to transition into SaaS/tech and continue my career in Customer Support leadership.One gap I am working to close is hands-on experience with SaaS support platforms, particularly Zendesk. I already have strong experience in coaching, escalations, performance management, and customer experience, so my focus is on learning how Zendesk is actually used in a SaaS support environment.For someone with my background but no professional Zendesk experience, what courses, learning paths, hands-on training, or certifications would you recommend?My goal is to gain practical Zendesk knowledge that I can confidently apply when pursuing Customer Support Manager or Team Lead roles in SaaS.Thank you for any advice!M

We are mid-implementation of Zendesk, and are very excited to leverage the Knowledge Centre.  I was also very interested in using articles with the KCTemplate label to ensure that our teams are creating consistent articles.What has surprised me, is that our Agent-level users are *unable* to use the templates when a New Knowledge article is created from a Ticket.Administrators are able to see it, however Agents are only able to see the “New Article” with no template option.Have we mis-configured roles/permissions somewhere?  Our intent is to permit ALL team members to create articles as they come across items that would be of value - but instead are only able to use the non-templated version of Knowledge Article creation.

I repeatedly get this message when approving or even deleting content from the moderation or spam queues. Sometimes it takes many tries before the action executes.

We are using oauth with our api to sync data into zendesk and are looking to limit the scope of our tokens.For the most part this has been fine, however it seems like there are a couple of endpoints we are using that don’t have write scopes (at least documented): organisation_field and custom_objectsThis suggests that we have to use the global write scope for this, which wouldnt be ideal.Is this correct, or did I miss it somewhere? If so, is there a solution/workaround to this?Thanks

Hello Everyone,I am running into issues when trying to implement a phased roll out of our Ai agent for email.I am trying to roll out specific use cases and have the Ai agent only respond to those.The issue I am seeing is that the generative reply aspect we cannot turn off. So my Ai agent when I place it in production replies to all emails. Rather than just the specific use cases activated.I have tried intents and disconnecting my knowledge sources for email channel.Would love any suggestions or feedback from you all. Thank you,Brandon

Our Azure Function App fails to connect to Zendesk with the following error:ConnectionResetError(104, 'Connection reset by peer')This happens on every request to our Zendesk subdomain — including a simple unauthenticated GET request:requests.get("https://{subdomain}.zendesk.com/api/v2/tickets.json", timeout=10) The same code with the same credentials works fine locally Our Azure NSG allows all outbound internet traffic No IP Restrictions are configured in Zendesk Admin Center (confirmed by our Zendesk admin) Our Zendesk admin confirmed OAuth is configured correctly and tokens can be generated Other third-party APIs (e.g. ZOHO) work perfectly from the same Azure environment using the same requests library Even a basic unauthenticated GET to Zendesk fails — ruling out any OAuth or credential issueHas anyone experienced this before? Is there a known solution or a way to get Azure datacenter IPs whitelisted on Zendesk's infrastructure level?

Hey Community! Today we’re hosting a Digital Desk webinar on Admin Copilot, and I’d love to keep the conversation going here!For those using Admin Copilot, I’d love to hear what’s working for you:How are you using it in your instance? Any helpful insights, recommendations, or cleanup opportunities you’ve uncovered? Any tips you’d share with other admins?We’re also hosting the webinar again on July 23rd, so I’ll link the registration here for anyone who is interested!Looking forward to learning from this thread!- Emma CollinsSr. Content Manager, CX Programs

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

Hello All, I’m new in this community, and thanks for accepting me first.A quick question, one of my customer wants to use Zendesk AI to autoanswer per chat or per mail but doesn’t want to expose Zendesk Knowledge base making articles public.So is it possible or maybe can Zendesk develop a feature to for each articles define :Fully Public Internal but can be use by AI to answer publicly  Internal only (For Agents)Thanks

Hei there,Here is a graph for reference.I was wondering how to add a target ​​​​​/goal line at set levels. For example, I could set two lines at 10 and 35.Is there really not an option to achieve it?The best suggestion I saw is to third party integration…  let’s not even discuss about that.Thanks for your inputs!

I have been creating a flow with Power Automate to automatically download all attached files from tickets in Zednesk and save them into specific folders.So far the flow works perfectly, but for some reason it does not download the files for Whatsapp tickets.I have read most of the documentation that talks about API usage, but I could not find anything that talks about this.I can even see in the in DevTools where the files are stored, but I do not know how to get that information with the API.What I see in DevToolsHow can I get this with the API?Your Premium trial has ended

I am editing the Escalation Reply in Advanced AI Agents. The system-built one is just one box that escalates to a human. I have made the below flow instead so that the customer gets some feedback after the escalation is submitted. I have noticed that this flow does not update the requester field to reflect the email address entered by the user in this flow. I think that I can use Parameters and then Configured Actions to update the user’s data but I don’t have enough knowledge to be sure. Below is what I think I need to do but would appreciate anyone’s input on this!Add a new “If...” under Customer Message that says “Entity Recognized” > “Email” Select to Collect Parameter “email” Configure an action to Update User with the email fieldScreenshots are below. Does this seem right? Thanks! 

The thread asking for required fields to apply when an agent submits on behalf of an end user got closed as not planned in May 2024. It's still the behaviour today, and the default dash still satisfies a required dropdown.What I can't find anywhere is what people did next. From reading around, the options seem to be conditional formatting with a dummy checkbox, a trigger and webhook that posts an internal comment, one of the marketplace apps, or accepting it and cleaning up in reporting. Every one of those has a catch. The conditional-formatting version changes how the form looks. The webhook version puts the warning in the ticket as text, which agents scroll past.​@Chris30  ​@Nick30  ​@Carmelo  ​@Bryan29, you were all on the original thread. Are any of you still working around this, or did something eventually hold?I'm building a tool in this space so I have an angle here. But I've now read every thread on this I can find and I still can't tell whether teams solved it, gave up, or sto

Has anyone ever created a link that populates a field in a ticket? Something like the CSAT rating emails that have the ratings right there in the message for requesters to click because of the {{satisfaction.rating_section}}​ placeholder. Use case: We want to send an automated message to customers with tickets that have been escalated but are waiting for longer than they should. In the response, we'd request that they "click here" if their ticket meets certain criteria. The idea would be to then review those "critical" tickets before we continue down the regular priority order we usually work off of. So anything works, a tag added, a field filled, etc.

We get a lot of spam messages sent through our email channel. Marking them individually as spam isn’t making a difference in the workload because of how many there are. Instead, I want to create a trigger that will automatically resolve any tickets where the requester email contains “noreply”, “no-reply”, etc. From what I’ve seen, there’s inconsistent information about whether the Ticket > Requester email condition exists. It’s not available for me as an option. I also can’t establish the target senders as an organization because no-replies come from a variety of domains. And before you ask, I don’t have permission to set rules for the support address our emails are forwarding from, only to organize them in Zendesk.Any ideas would be great! I’m spending way too much of my time deleting spam, not enough time helping actual customers!

Like many people, I have been using triggers + webhooks to the Zendesk API, authenticated by API token, to make ticket modifications when there is no native action for what I need. The upcoming elimination of API tokens in favor of OAuth is forcing a change to this configuration, and it looks like Custom Actions & Action Flows might be a good path forward.For example: we have a process where a customer fills out a web form, and the information is sent to Zendesk via email for our agents to process. The ticket is created with the form data in the ticket description (first comment) as a public note. We want to change this to private so it is not visible to the customer when we reply to the ticket.Currently the trigger that runs when these tickets are created notifies the following API-token-authenticated webhook:https://xxx.zendesk.com/api/v2/tickets/{{ticket.id}}/comments/{{ticket.latest_public_comment.id}}/make_private Here is my current approach to replace this. All suggestions fo

Hello, we have received feedback from our accessibility auditors that the Web Widget is not in compliance with screen readers. When using a screen reader and keyboard navigation, opening the options menu to toggle sound should announce the state of the button.  

I am trying to use a nonce to avoid allowing unsafe-incline/unsafe-eval in my CSP for my site where I am using the new messenger version of the zendesk chatwidget. I followed the steps here -> https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/csp/Chengwei Semiconductor and added a nonce to my script tags. The nonce seems to be coming through correctly, but I still get console errors saying that inline style cannot be applied.Here's how I have the script tags used in my .cshtml file:<!-- Start of Zendesk Widget script --> <script nonce="@ViewBag.nonce" id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=[mykey]"></script> <!-- End of Zendesk Widget script --> <script type="text/javascript" nonce="@ViewBag.nonce"> function initZendeskWidget() { if (typeof zE !== 'undefined') { zE('messenger', 'hide'); // Hide everything on load $('#chat-link').on('click',

When an end user clicks a help center article suggested by an AI agent in the Messaging Web Widget, the full article opens in a popup that displays the article author, title, and last updated information.Although we have hidden this information on the Guide article page through help center theme customization, the Guide settings do not apply to the article popup in the Web Widget. There is currently no setting that allows admins to control these elements.We would like the ability to:Show or hide the author, title, and last updated information individually Configure these settings per brand or Web Widget Alternatively, open the Guide article page directly instead of displaying the article in a popupA possible workaround is to replace the “Show help center articles” step with a “Send message” step containing a direct URL button. However, this works only for predefined Flow Builder paths where the article is known in advance. It does not apply when an end user enters a free-text question

When managing a high volume of tickets, it’s not always easy to know which customers have already seen your replies and which conversations are still waiting for attention.Without this information, agents may spend time following up with customers who already received the message, while other tickets that haven’t been viewed can be missed.By using email activity data in Zendesk views, teams can organize tickets based on customer engagement. For example, you can create personal views for:- Unseen tickets — find conversations where customers haven’t opened your latest reply yet and decide whether a follow-up is needed.- Seen tickets — quickly identify customers who have viewed your message but haven’t responded.- All tickets with email activity status — add a Seen/Unseen column to existing views to check engagement without opening each ticket.This helps agents understand the current state of a conversation and prioritize follow-ups based on customer activity rather than only ticket statu

We need to change the primary Admin email address associated with our Zendesk account because the current administrator is no longer with our organization.Could someone please advise on the process for transferring the Admin account to a new email address?We currently do not have access to the existing Admin mailbox, so we would also like to know what verification or authorization is required to complete this change.Thanks in advance for your help.

Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Following the general availability of Jira as an external knowledge source, we want to connect more than one Jira instance to our Zendesk account so content from all of them is available across our knowledge experiences. Zendesk Support confirmed we can currently only integrate one Jira account with one Zendesk account. This affects admins setting up knowledge sources, and agents and end users who rely on search, generative search, and AI agents returning complete answers. What problem do you see this solving? (1-2 sentences)It would let our AI agents and search draw on Jira knowledge from every instance our organization uses, rather than only the single one we're forced to pick. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this

Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Following the general availability of Jira as an external knowledge source, we want to connect more than one Jira instance to our Zendesk account so content from all of them is available across our knowledge experiences. Zendesk Support confirmed we can currently only integrate one Jira account with one Zendesk account. This affects admins setting up knowledge sources, and agents and end users who rely on search, generative search, and AI agents returning complete answers. What problem do you see this solving? (1-2 sentences)It would let our AI agents and search draw on Jira knowledge from every instance our organization uses, rather than only the single one we're forced to pick. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this