Discussions

Today I got a 2nd email announcement about the coming end-of-life for AI Agents-Essential. This email notes that the changes are rolling out starting April 27 (i.e., 2 days ago). But if you link to the announcement post, you’ll note that the rollout has slipped a month (to May 25-June 12) with no change to the end-of-support/end-of-life dates.The post also notes “In the coming months, we’ll share detailed timelines, transition plans, and guidance to help you transition to the upgraded AI agent experience.” (emphasis added). Those details, plans, and guidance should be in place now. The schedule has barely 2 months from the end of the rollout window until the end-of-support date.We have a Professional instanc

Hi team, Could someone please help me figure out how to format the json to set actions (i.e., update fields) for many macros at once? I'm looking here, but it only shows me how to update the active status for the macro or the macro position. But I need to update other fields (like, all of them: priority, type, comment text, category, etc) for ~500 macros, so I'm desperately hoping I'm just formatting my json incorrectly and it's not the case that you can only use this endpoint for updating active status and position :x. This is the json I used to test, and the active status changed properly but the actions didn't stick. Am I formatting incorrectly? {   "macros":   [       {      &nbs

Hello,we are migrating Jira from Data Center to Cloud, and we have a ZenDesk integration.I saw this article: https://support.zendesk.com/hc/en-us/articles/4408830699546-Migrating-the-Zendesk-Jira-integration-when-moving-Jira-instancesThe migration guide seems to be quick and simple, but it just talks about a switch from DC to Cloud.Since we are on a big instance, we are planning a migration in more steps.How would it work in this case? Is it possible to migrate projects in more steps? Or is it required to migrate all ZenDesk projects at once? Thanks a lot!Roberto 

 Currently, OCR capacity rules are defined per channel and applied per agent, meaning an agent's email capacity is a single shared counter across all groups they belong to. This creates a significant routing problem for teams that operate across multiple groups with different ticket types and priority structures.Our specific case: we have agents who belong to both a X Emails group and a X Alerts group. When an agent has 3 assigned email tickets in the X Emails group, OCR considers them at capacity for email and will not push tickets from the X Alerts group — even though alerts are higher priority and the agent has the bandwidth to handle them in parallel. The result is that lower-priority assigned tickets block the routing of higher-priority unassigned ones, which directly causes SLA breaches on our most urgent work.The requested change is the ability to define capacity limits at the group level, so that an agent's capacity in Group A is tracked independently fr

I have 45 groups and only 3 of those belong in QA (and are already there).  How do I prevent all of this noise from being put in QA? referencing https://support.zendesk.com/hc/en-us/articles/10547258131098-Announcing-Group-sync-between-Zendesk-and-Zendesk-QA 

Hi everyone,Due to the Zendesk Sell shutdown, our team started considering finding a new solution in advance. So, can you suggest any good alternatives to move to and why?Thanks! 

 In many teams, support and sales are still handled in separate tools. Support agents work in Zendesk, while sales activity (tracking deals, follow-ups, or renewals) happens in a CRM.This separation often leads to missing context, extra tool switching, and slower communication between teams. Because of that, some teams try to bring basic sales activity closer to where support already happens inside Zendesk Support.Using a CRM and Deals app, it becomes possible to keep visibility on sales opportunities directly alongside support tickets. This helps when:

Is anybody aware of any workaround to export data from Zendesk with its content?   The formats which are currently offered by Zendesk (explained here: (https://support.zendesk.com/hc/en-us/articles/203662346-Exporting-data-to-a-CSV-or-XML-file-Plus-and-Enterprise-)  is not what I would need. What I need is to export all tickets with their content. For example: client wrote us an email or sent a message on WhatsApp, we replied back, client replied again etc. I would need all this kind of historical data. It seems upon contract termination with Zendesk, all customer interactions will be lost as currently they do not have any solution for this.

Migrated Users into Zendesk from Freshdesk. How do they log in? Help!We are migrating this evening from Freshdesk to Zendesk. We have moved all the users over to Zendesk.If they want to see their existing open tickets. How do they login? Do they create a new account? Or do they reset their password?Any insight would be helpful!

Hello,Is there a way to limit service requests to specific groups/organizations/user segements? We have staff mixed with students currently and we are trying to give students the same experience as staff without allowing them near the staff stuff.Any advice would be helpful.Thanks!

ProblemWhen having extensive flows I can’t easily connect multiple templates together in one use case/flow.What I would like.User ask question (case)Template A - Authorize user and create temporary access token for that user. Template B - API call - show list of entities and select entity (`/api/v1/entities/`) Template C - API call - show list of entities and select entity (`/api/v1/entities/id/items`) Template D - API call - present solution for entity item  What happens now;Case; I have problem with item.Set `destination` parameter (D) Link to template A: On success → destination === D→ link to template B Template B: On success → destination === D → link to template C Template C; On success → destination === D → link to template C Template D; Answer question for user.

Today, when working with Zendesk AI Agents and JSONata, it is possible to retrieve and display data from APIs (including large arrays), but there is no way to dynamically reference an array position based on user input during the conversation.A very common use case is displaying a numbered list to the user, for example: 1 - Option A 2 - Option B 3 - Option C ...The user then replies with a number (e.g., “84”), and the expected behavior would be to map this input back to the corresponding item in the array and retrieve its attributes (such as an ID).However, today it is not possible to perform something like: var_array[user_input - 1].idThis creates a significant limitation when building scalable conversational flows that rely on dynamic data from APIs.Why this mattersMany APIs return large and dynamic datasets (100+ items, growi

I recently moved our brand in a multibrand Zendesk instance to our own instance. We use our closed tickets as a knowledge base (did we have this error already? etc.), so we needed to import a lot of our existing tickets. About 99% of the tickets are in the closed state, so that got a lot of attention while figuring out how to migrate. On Zendesk's own recommendation, I initially evaluated Helpdesk Migration as a service to import all of our tickets. I quickly came to the conclusion that while they offer an interesting service, we'd rather do it ourselves, because we had some special requirements. So, I started to collect all of the requirements: export and import tickets and all of their associated objects, starting at the release date of our last supported release of the product we support using Zendesk. Since we cross-linked Zendesk tickets with our development issue tracker (JIRA), we required that the Zendesk tickets in the new instance

So we have our main inbound phone line, and our daily shift sees 2-3 agents scheduled for to take calls. We would like to have an overflow line on which a backup agent could be online all day, but to which calls would only be routed if both agents on the main line are busy (or if there are X amount of people in the queue). Since all our agents would rotate shifts on the main line and backup line, it isn’t feasible to set this up as 2 groups which agents are added and removed from.  Is there a way to easily have agents choose which line they’re available on on a daily basis or to set up an overflow like this, without having to add and remove them from groups? Am I missing something?

Hi folks,I got user and ticket XML data from freshservice. Now I want to import that data into zendesk.So using the user id from freshserice and assigning that value to the external id in zendesk , we imported the user data into zendesk. Now we want to import all ticket data in the same way, but we want to use the external id of a user to be able to associate tickets with him.Any thoughts, you folks have? I tried to do it using an external id only to upload a ticket. But it did not upload the ticket to that specific user.

Hello,I am the administrator for a community college and we have just recently made the switch to Zendesk for our IT helpdesk solution. We are currently running into a setup issue where we want to be able to split out our user base between Staff/Faculty and Students. Right now, in our legacy setup, our students have an entirely separate way to submit tickets. Otherwise, they can send an email/call the helpdesk to get any questions answered.With the switch to Zendesk, we noticed there are not any ways to separate the usage of staff/faculty type forms and student forms. We need these to be entirely separate otherwise students will attempt to submit staff/faculty tickets, and vice-versa.What is the suggested/preferred way to handle this? We really would prefer this separation, or some method to create the separation even from a ticket form level.

To split a Zendesk instance means exporting selected data, such as tickets, users, and help center articles, to a separate account.  The main challenge is data integrity. IT leaders must maintain ticket history and parent-child relationships to protect SLA performance. Because manual exports often lead to fragmented data, teams use the Help Desk Migration Wizard to define scope and test field mappings in a sandbox.When Splitting a Zendesk Instance Makes SenseCompanies split Zendesk accounts in situations like:Acquisitions or divestitures: separate support data when business units change ownership. Team restructuring: remo

Hi everyone — I’m trying to analyze customer questions across a subset of tickets (for example, tickets related to a specific product). Ideally I’d like to export the ticket content and conversations into a CSV so I can review patterns in customer questions.Right now I can view tickets individually, but I can’t find a way to export the ticket body / conversation content for a filtered group of tickets.Is there a recommended way to:• export ticket conversations (not just metrics)• filter by keyword, tag, or product first• then download the data for analysis?We receive about 1,000 tickets per month, so reviewing tickets one by one isn’t scalable.Any guidance on the best workflow would be appreciated.

I am trying to use a nonce to avoid allowing unsafe-inline/unsafe-eval in my CSP for my site where I am using the new (messenger) version of the Zendesk chat widget.I followed the steps here -> https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/csp/#cnc_machining_service 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

Hello Zendesk Devs!    I am looking to update all 17K of the macros we have in our instance and am looking for a good way to do this.  I've seen documentation on updating the description but what I'm looking for is: a way to add the actions of "add a tag" and whatever tag I need associated with the particular Macro Can anyone help me out with this? 

Hi,My company is no longer a client of Zendesk and I am now trying to unsubscribe from Zendesk Status Page alert email notifications. The tokened subscription management link flashes content on screen for a second then disappears. Clicking the direct unsubscribe link in emails results in an error message:I've been trying to do this for a couple of weeks, clearing browser cache and cookies and within incognito/secret windows. Multiple colleagues have also replicated these issues in multiple browsers and devices to confirm it's not an environmental issue.Hope this helps get it corrected.Thanks!

Let’s talk about Copilot Ticket Summaries!I didn’t really want to talk about them. In fact, we already did talk about them, tried them, and decided not to buy them. Then you decided to make it weird by forcing them on everyone as a freemium upsale, in the hopes we’ll love them so much we want to pay a severely discounted price for them for a short time before the AI compute bill comes due for us all.  How do we opt out of having this unwanted and already-rejected feature enabled for our account? In advance, if you please.I don’t want to have to wait for them to be switched on to switch them off. And if I may say so: This is a pattern of feature rollout with Zendesk

Many of Zendesk agents rely on macros to share troubleshooting steps, guides, forms, or documentation with customers. But it’s not always clear which links inside those macros actually help customers, and which ones they ignore or miss.Reviewing link engagement can be a simple way to understand how effective your macros really are. When you can see which links customers click (and how often), it becomes easier to notice patterns, for example:Some help center articles get consistent clicks, meaning they’re clear and useful Others get almost no engagement, which can signal outdated content or unclear wording A macro with several links might show that customers only follow the first one Certain topics may require more detailed instruct

Problem StatementThe Attachment Manager app is a ticket sidebar application that helps manage ticket attachments. It lets agents redact sensitive files, control which file types are allowed/invalid, organize attachments in a library, and tag tickets based on attachments. PromptCreate a ticket_sidebar app called "Attachment Manager" that lets agents view, redact, and manage ticket attachments through an accordion-style interface with three sections: All Attachments, Invalid Attachments, and a personal Attachment Library. Define five app parameters in the manifest so they appear on the app's installation settings screen:`attachment_tag` — labelled "Attachment tag". Help text: "Tag added to existing tickets which have attachments." (type: text, required, default: `has_attachment`)

After the most recent update, our view for all open tickets is keeping solved tickets on the board. We have the ticket status filter to only show open values, and even tried adding a hard exclude for solved and dismissed. Anyone else experiencing this or have a fix?