Discussions

We have identified a serious issue affecting our WhatsApp channel in Zendesk. After running multiple tests, we confirmed that incoming messages from WhatsApp users who have enabled a username and hidden their phone number are not reaching Zendesk or creating tickets. Messages from users whose phone numbers remain visible are received normally. The issue appears to affect users identified through an @username or Business-Scoped User ID (BSUID). This is causing us to lose leads and sales opportunities because customers believe they have successfully contacted our company, while our agents receive no ticket, message, or notification in Zendesk. We have already checked all tickets, unassigned tickets, suspended tickets, and our regular views. The missing conversations are not present anywhere in Zendesk. Could Zendesk please investigate the following as a priority? Whether WhatsApp webhooks from users identified through BSUID are being received and processed correctly. Whether the Zendesk

We have been using a React Native wrapper for Zendesk Messaging:https://github.com/leegeunhyeok/react-native-zendesk-messaging/tree/mainThe wrapper’s most recent change was made about a year ago. Recently, however, we have received multiple reports of users suddenly being unable to send messages. When this occurs, the message displays a “Tap to retry” option, but retrying does not successfully resend it.Since there have been no recent changes to the wrapper, we would like to ask whether there have been any upstream changes to the Zendesk Messaging SDK or service that could be causing the wrapper to fail intermittently.At the moment, restarting the app resolves the issue for most users, allowing them to send messages normally again. However, there are still some cases where users continue to see the same “Tap to retry” error even after restarting the app.From the development side, we have not been able to reproduce the “Tap to retry” failure consistently, which has made it difficult to

Problem StatementThe Assignment Control app is a ticket sidebar application that provides targeted visibility controls for the ticket assignee dropdown. It dynamically hides specific agents and groups based on configurable targeting rules, such as the current agent's role, group membership, ticket attributes etc. Locations: ticket sidebar, new ticket sidebar PromptCreate a ticket_sidebar app called "Assignment Control" that hides specific agents and groups from the ticket assignee dropdown, based on whether the current agent matches configurable targeting rules.Define six app parameters in the manifest so they appear on the app's installation settings screen (all type: text, all optional):`hidden_user_ids` — labelled "Hidden users". Help text: "A comma-separated list of user IDs to be hidden from the Assignee dropdown." `hidden_group_ids` — labelled "Hidden groups". Help text: "A comma-separated list of group IDs to be hidden from the Assignee dropdown." `targeted_user_ids` — labelled

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.

Students rarely know which department owns their issue.How have you designed your request forms to make them simple while still collecting enough information for routing and reporting?

Hello,I'm trying to integrate Zendesk Messaging with my own backend system.My requirement is to make a single HTTP request to my external system when a chatbot conversation (or messaging session) has ended. The external system only needs to be notified that the conversation/session is complete—it does not need to send or receive any messages, interact with the bot, or involve a human agent.I've looked at the available Conversations webhooks (such as conversation:message) and the documentation around messaging sessions, but I haven't found a clear event that indicates the end of a chatbot conversation or messaging session.Could you clarify the following? Is there an event or webhook that is triggered when a messaging session or chatbot conversation ends? If so, can it be used solely to notify an external system via an HTTP request? If there is no such event, what is the recommended way to detect that a chatbot conversation has ended so an external API can be called? For context, we

In an effort to create a report using Analytics, I am able to pull groups and users associated to each group but cannot determine how to pull the access level for the user. I need to provide a listing for user access control reviewed bi-annually. In going through the documentation or your knowledgebase, it appears that I may be able to do this by pulling in the access level via API.  Is that the case?Regards,Rick.

Hi all,We run 100% of our support through WhatsApp via Sunshine Conversations, and we'd like to send a native WhatsApp Flow (the multi-screen interactive experience from Meta, not the hosted-form message type) as a post-resolution survey — two questions: an NPS-style 0-10 score and a "was your issue resolved?" yes/no.I found the "Flow template messages" example in the developer docs (message overrides / passthrough), where you send a WhatsApp template with a button component of sub_type "flow" and an optional flow_token:https://developer.zendesk.com/documentation/conversations/messaging-platform/programmable-conversations/message-overrides/#flow-template-messagesMy specific questions:1. Has anyone actually gotten a Flow template message delivered end-to-end through Sunshine Conversations (not just Meta's raw Cloud API)? I saw an older community post (https://community.zendesk.com/ideas/2316) saying WhatsApp Flows "isn't available" with Sunshine — is that still accurate, or has this shi

We have 4 brands set up in Zendesk, each representing a different application we offer. Some customers use multiple applications/brands, but all support requests come into a single general support email address connected to Zendesk.We're trying to set up Advanced AI for Email to determine which brand a customer's email relates to, using this logic:First, check the customer's initial email message to see if they explicitly state which brand/application they're referring to. If so, treat that as the brand and follow the corresponding segmented condition. If the brand isn't stated in the email, fall back to a custom organization field called "Org Application Contracted for" and use that field's value to determine the brand.I tried building this with segments in the dialogue workflow, but it seems Zendesk isn't pulling in the organization field value before it evaluates the segment condition — it just falls through to the fallback path in the use case dialogue workflow rather than matching

Have you tried building something in App Builder that you couldn’t accomplish and need help with? Welcome to this special edition of Zendesk Voices, where we dive into your experiences with extending and integrating Zendesk in real world scenarios!Have you hit a roadblock while building something in App Builder?We want to hear your story. Tell us about the challenges you faced, what didn’t work as expected, and how you’re working through those hurdles. Your insights can help others overcome similar obstacles—and you could earn Spark points for your contributions!🤓We’d love to know:What you attempted: Describe the project or feature you were building. The challenge: Share what you found difficult or what couldn’t be accomplished. Your approach: Let us know how you went about troubleshooting or what alternative solutions you considered. Outcome & learnings: Explain what worked, what didn’t, and what you learned through the process.👀Helpful tips:Be specific and share real examples.

When I first started using Zendesk, my queue would auto refresh and show when a new ticket came in. Now, I have to refresh my screen every couple min to make sure I'm not missing new tickets.Also, I use to be able to change my status of a ticket (example: from "new" to "on hold") and it would close out the ticket. Now, I have to psychically close the ticket myself.Any ideas on what changed? It gets old having to refresh my queue and I keep missing when a ticket comes in.Thanks,

Hello all,Three days ago I got an email that tomorrow our API tokens will get deactivated because they weren’t used recently.Our OpsGenie token hasn’t been recently used, because thankfully we didn’t have a customer incident in the last few months.Unfortunately there isn’t a clear way to force keep an API token activated. So tomorrow, our OpsGenie integration stops working unless we keep rotating our API tokens? Is there any other way to do it?This is one of the most critical systems for us. Not responding to a ticket within an SLA means we breach our contractual obligations. And all these happen with just 4 days of notice in advance!Thank you for any help you migh be able to provide regarding this.

Hi :) One lesson I've learned while working with Zendesk is that it's easy to create a new trigger whenever a new request comes in. But over time, too many triggers can make your instance harder to manage and troubleshoot.Before creating a new trigger, I always go through these four checks: 1. Check if a similar trigger already existsSearch your existing triggers first. In many cases, a small update to an existing trigger is enough, and you can avoid creating duplicates.2. Review the trigger conditionsTake a close look at the conditions you're planning to use. Sometimes another trigger already covers part of the same workflow, which can lead to multiple triggers running on the same ticket.3. Make sure your tags and ticket fields are consistentTriggers work best when they rely on clear and consistent tags or custom fields. If different teams use different naming conventions, your automation can quickly become difficult to maintain.4. Test before activatingBefore turning the trigger on f

Hello and good morning from a windy Sweden! We are in our first two months of using Zendesk for our Support team and are still very early in adopting it.  For our Support cases we send out a post-case survey where I have set it to use a 5-scale emoji-type with a text to go along with it. But I cant seem to find how I see the average CSAT score. I can only find the % number in Explore, but I want the average.  Can anyone help guide me in the right direction?  All the best-Mattias

One thing I’ve noticed when working with support tickets is that clear, friendly communication makes a big difference. Whether you’re helping someone troubleshoot an issue or simply answering a basic question, keeping the conversation organized in Zendesk can make the experience much smoother for both the agent and the customer.I also think it helps when support teams understand the customer’s context instead of giving overly generic responses. For example, if a customer is asking about entertainment or streaming-related topics, having useful resources available can make the conversation more relevant. I recently came across https://movieplusapk.mx/ while looking into movie-related resources, and it made me think about how helpful curated resources can be when supporting users in specific niches.What are some strategies your team uses in Zendesk to keep replies helpful without making them feel too automated?

I want to document a support experience, partly to ask whether it's typical.21 July — Raised a ticket about social channel linking not rendering in our messaging Web Widget. Included the full widget config, confirmation of every documented prerequisite, browser and device tested, and confirmation of no custom code or console errors.21 July — Agent responded same day, asked good clarifying questions, then requested account assumption access to investigate. I enabled it the same day and set it to one week as suggested.23 July — Ticket passed to the Technical Support team, with a note that they would "reach out as soon as possible."28 July — No contact. I followed up asking roughly where it sat, and flagged that the account assumption access was about to expire in case the next agent needed it extended.31 July — Still no contact. I followed up again, this time asking explicitly for either a named Technical Support agent with an ETA for first contact, or a flag to a team lead so it wasn't

Full disclosure: I'm the co-founder of Rulebase, so I'm biased here. We shipped an MCP server for Zendesk. Zendesk itself is an MCP client (Copilot can call external tools), but there's no first-party MCP server - so if you want Claude, Cursor, or any MCP client to read your tickets, there's no native way to do it. What it does: - Syncs a read-only copy of your Zendesk conversations into one canonical schema. Zendesk stays the system of record.- Finds repeat contacts from the conversation text itself, not just agent-set fields.- Measures actual complaints, not just the ones agents remembered to tag. We also open-sourced 150 agent skills for CX ops (QA, complaints, churn signal, forecasting, coaching). MIT licensed and vendor-neutral: https://github.com/rulebase-co/rulebase-skills Details: https://www.rulebase.co/mcp/zendesk Happy to answer questions on the schema or the tradeoffs. And if this kind of post isn't welcome here, tell me and I'll take it down.

Hi everyone, I run a content site called Crabguide, one of our newer pages that is getting a surprising amount of traffic is our hermit crab egg identification guide, and readers are reaching me through three different channels now, email, blog comments, and Instagram DMs, and I keep losing track of who I already replied to.I am looking at Zendesk mainly for the multi-channel piece rather than heavy ticket automation, since I am still just one person. Does the entry-level plan actually pull in social DMs and comments cleanly, or is that a higher-tier feature? Would love to hear from someone running a small one-person operation who consolidated channels like this.Thanks!

I’ve been thinking about how small improvements in customer support workflows can make a big difference. Clear communication, quick access to useful information, and keeping customers updated throughout the process can really improve the overall experience.One thing I’ve found helpful is organizing useful resources in one place so they’re easier to find when needed. I’ve also been exploring different web resources and tools, including https://rickbrowser.mx/, while looking at ways to make information easier to access.What are some simple changes your team has made that noticeably improved your support experience?

Currently, I am having some hit and miss moments using auto assist for messaging, although thoroughly enjoying myself during the process, seeing positive responses and the possibilities in how this may assist our agents.I am testing this using self written procedures, and those created with the use of Bard, both without the use of creating custom actions (knowledge isn't quite there yet for that), and I seem to have gotten my conversations in a loop during testing.If an agent approves a message to the customer/end-user which may resolve the customer issue, but it has the default action to solve the ticket along with it, and the agent hasn't prepared the ticket for this for this, it seems to create a loop (to use a better word).Every time the customer wrote back, the same message was instantly written to them, providing an not so great experience, and somewhat highlighting, this was not a completely human experience.Originally auto assist couldn't be turned off. Refreshing the screen al

Hi everyone,I’m curious how folks are organizing their Zendesk knowledge bases when balancing human agents and AI agents.Much of the advice around deploying AI agents suggests that the knowledge you expose them to directly dictates their scope and response quality. If AI knowledge needs to be tightly controlled to ensure accuracy, does it make more sense operationally to maintain a single, permissioned KB or split them up? For those who are already down the path of deploying AI agents, what setup has worked best for you?Unified KB: Sharing one KB across human and AI agents, restricting what the AI sees via permissions or labels? Dedicated KB: Creating a separate knowledge base tailored specifically for AI consumption? Would love to hear how you’re managing this!

We have the Sunshine Conversations V2 Messages API working, but when we try to use the Passthrough API, we are getting a "should have required property 'content'" error.   Here is the request, payload, and the response: POST: https://api.smooch.io/v2/apps/62d2b047fa1d7700ef4bc9f1/conversations/a63b416485367d8a768f6c6a/messages{"author": {"type": "business"},"content": {"type": "text","text": "Test"},"override": {"apple": {"payload": {"body": "https://smooch.io/","type": "richLink","richLinkData": {"url": "https://smooch.io/","title": "Title","assets": {"video": {"url": "https://images.apple.com/media/us/homepod/2018/98e6cc1a_37ec_4e69_b717_9e58c71e1937/films/expand/homepod-expand-tpl-cc-us-20180306_1280x720h.mp4","mimeType": "video/mp4"}}}}}}}{"errors":[{"code":"bad_request","title":"should have required property 'content'"}]} According to the documentation, the V2 API does support the "override" / passthrough APIs for Apple Business Chat:  https://docs.smooch.io/rest/#o

Hi , I hope you are doing. One habit that has saved a lot of time is taking a few minutes to review my setup before creating a new automation. It's easy to jump straight into building something new, but a quick review often prevents duplicate work and keeps the instance much cleaner.Here are the five things I always check:1. Look for an existing automationBefore creating anything new, I search to see if a similar automation already exists. Sometimes a small update to an existing one is all that's needed.2. Check related triggersAutomations and triggers often work together. I make sure a trigger isn't already handling part of the workflow to avoid unexpected behavior.3. Review ticket fields and tagsI check whether the automation relies on the correct fields and tags. Reusing existing fields usually keeps reporting cleaner and avoids unnecessary complexity.4. Keep the logic simpleIf an automation has too many conditions or actions, I stop and ask whether it can be simplified. Simple work

Hi folks!We have a website that sells our product (nothing groundbreaking here!) and we want to use AI Agents to engage people who are on the website, specifically the product pages; ask them questions and recommend a product based on the answers. We have an AI Agent that I’m building out, which mostly helps with post-purchase, but I’m wondering if there’s a way I can also have the agent behave a certain way with customers on those specific web pages. I’m thinking potentially we could have Proactive Messaging which adds a user tag and triggers a specific Use Case which is built around product recommendation? Has anyone tried that, or anything similar? Thanks!