Discussions

For many Zendesk accounts, attachments, especially large media files like videos, PDFs, or high-resolution images, can quickly take up a lot of storage. This can slow down searches, make reporting less accurate, and complicate overall data management.One way to handle this efficiently is to delete attachments in bulk while keeping the ticket content intact. The GDPR Compliance tool makes this possible and, importantly, lets you filter exactly what to delete

We are currently using the AI Agent Advanced together with the Chat Widget and have noticed an issue with the scrolling behavior.Whenever a response is sent to a customer, the view automatically jumps to the bottom of the message (end of the sources), instead of starting at the top where the actual answer begins. As a result, customers have to manually scroll up each time to read the response.This creates a poor and somewhat unprofessional user experience.Could this behavior be adjusted so that the view defaults to the beginning of the answer? Or is there already a way to configure this?Here you see that 6 Article Suggestion, require to scroll up to read even the response. Kind Regards, Tobias

I'm trying to find all articles with a specific phrase so I can get rid of it. Many of our articles were written before my time at the company and contain an annoying "This article will" phrase at the top of each article. This phrase is redundant in 99% of cases. Unfortunately, searching "this article will" (exactly like that with double quotes). Returns ANY article that contains those three words in any order. Using double quotes does not behave as described on the Zendesk support pages. Am I missing something? I'd really rather not comb through over 100 articles one by one in order to find this exact phrase.

We have a small pilot users testing with the AI agents.  They are having conversations with the AI agent in the help center using the chatbot.  I was expecting to review their conversations in the “View unresolved conversations” in the AI agent settings.  I only found conversations 8 days ago (April 1 and before).  Nothing between April 2 and April 8. Is there a setting that I need to configure?

I’m looking for clarification on Zendesk’s current terminology around Knowledge, based on how the Product Guides are currently structured.In the Product Guides, Knowledge now appears as a clearly defined area under “Using Guide,” with its own sections for roles, permissions, analytics, external sources, AI-powered search, and content management. This suggests that Knowledge is being treated as a distinct product capability, not just a generic term for articles or content.At the same time:Guide appears to be the primary interface where admins and agents create and manage knowledge Help Center appears to be the customer- or employee-facing site where that knowledge is published and searched Knowledge base is commonly used to describe the organized collection of articles (categories, sections, articles) Knowledge is

  We have a tool, Help Desk Migration, that supports the automatic migration from and to Zendesk. Recently, we have been encountering the issue with getting the 403 error when sending the API requests to Zendesk.If we use the method GET on these endpoints:help_center/user_segmentshelp_center/localeshelp_center/categories/{category_id}/translations/missinghelp_center/sections/{section_id}/translations/missing And the token of the Zendesk instance where we send the request is expired, we get the error 403. However, the error we should be getting is 401, not 403. The same happens if we use the methods GET and POST at these endpoints:help_center/articleshelp_center/categorieshelp_center/sec

NEED HELPI tried uploading react app on zendesk but getting error manifest.json:{  "name": "Customer App React",  "author": {    "name": "Mohit",    "email": "myemail@google.com"  },  "defaultLocale": "en",  "private": true,  "location": {    "support": {      "ticket_sidebar": {        "url": "http://localhost:3000/",        "flexible": true      }    }  },  "version": "1.0",  "frameworkVersion": "2.0"}I first run this command : npm run buildThis created one folder dist which have only one folder by the name assetsAfterwards I run this command : zcli apps:create ./distThen got

When I update a ticket with the smallest bit of new information, I have to submit the ticket as open, pending, or solved, etc. After submitting it, it kicks me out and I have to go find it again. Is there a setting somewhere that keeps the ticket open?

I remember when testing the incremental API few years back that adding a comment to a ticket using the dashboard did not trigger an update event but changing the priority/status/assignee did. But when I tried the incremental API recently, adding a comment to the ticket via the dashboard successfully triggered an update event when using the incremental API for tickets object. Was there a change in the API behavior ? If so can someone please point me to the documentation / changelog where this is mentioned. Many thanks.

Hi. We are using: ZendeskSDK 3.15.0ZendeskSDKConversationKit 13.2.0 We observe the crashes, could you please support? Crashed: com.apple.root.default-qosEXC_BAD_ACCESS KERN_INVALID_ADDRESS 0x00000009a3c36598 Crashed: com.apple.root.default-qos0  libobjc.A.dylib                0x5dac objc_class::realizeIfNeeded() + 241  libobjc.A.dylib                0x5ea8 objc_destructInstance + 362  libswiftCore.dylib             0x399838 swift_deallocClassInstance + 1123  libswiftCore.dylib             0x39978c _swift_release_dealloc + 564  libswiftCore.dylib             0x39a700 bool swift::RefCounts<swift::RefCountBi

I am trying to setup an automation for tickets that are not assigned for two hours.  My research led me to two settings in setting up the automation. Meeting all of the following conditions: Ticket: Hours since assigned and my two choices are (business) Greater than(calendar) Greater than I've tried both and neither is working.  I've followed the automation setup instructions in the zendesk online documentation so I think the rest of the settings are correct.  But the “internet” told me that the two Greater than conditions could be problematic so I tried one then the other and neither is working.   Can you provide some direction?  Thank you.

Kanban boards are becoming increasingly popular among Zendesk agents because they make managing tickets more visual and intuitive.Instead of working through a long list of tickets with generic statuses, agents can see at a glance which tickets are new, which need review, and which are ready for follow-up.The latest Kanban Pro update makes this even better. Board views can now be fully customizable, giving teams more control over how tickets are organized and displayed, so workflows can truly reflect the way each team works.Here’s how agents can use it:1. Group tickets by any custom fieldColumns can reflect workflow stage

Hi! We have many CSM's who will internally place a note on a ticket between a CX Agent and a client - and if the ticket is on Pending or On Hold this note can be missed due to it not setting the ticket to open. Is there any work around here? Our agents receive so many emails & notifications from ZD that it's easily missed if an important note is placed by a CSM who is a light agent on a ticket. Any advice would be amazing! Thanks! Alex

What is the best way to organize support or help articles in the Help Center so users can quickly find solutions to their problems?

We are a relatively established SaaS offering that has recently integrated with Zendesk.  We submitted our app through the marketplace and had a pretty smooth experience.  We are excited to support this community.  However recently we have had instances where our paying customers are not able to utilize our marketplace app because of 401 permissions.  They aren't able to integrate the application and we are not able to see anything on our side.  The only thing we have access to is apps.zendesk.com which appears to have read only info about our global oauth client. What is our course of action here?What path would we take if we needed to cycle the secret for our oauth client?How can we debug with clients when the error we get back is: “The access token provided is expired, revoked, malformed or invalid for other reasons.”  Is there anywhere that can give us greater visibility on what specifically is cau

Hi everyone, Not sure if this is the right place to share this "bug" or if it has already been shared, but I couldn't find anything regarding it. Often people in my organization tag me in tickets when they need additional support, I get an email to let me know and I jump in the tickets and normally answer in an internal comment. Recently in one of these cases, after leaving my comment, I went to archive the email, but before doing so, I mistakenly reacted to that email in Outlook. Today I found out that when I reacted to that email, it was commented publicly in the ticket, as you can see in the image below. Does anyone know a way to prevent this from happening within Zendesk? Or is this something the Zendesk team is aware of and has plans to address it?  

Hi, everyone! We have encountered an issue with photo rendering in the Zendesk Messaging chat on Android devices and would appreciate your assistance.  We are using Zendesk Unity UPM package version 3.2.0 Issue Description:When a user sends a photo in the support chat, the photo is successfully sent to the support team. However, the user cannot see the sent photo in the chat interface. To view the previously sent photo, the user must either: Relaunch the support chat, or Send another photo, which then triggers the display of the previously sent photo. Expected Behavior:The sent photo should be immediately visible to the user in the chat interface without requiring a relaunch or additional actions. Could you please confirm if this is a known issue? If so, is there a fix or workaround available to resolve this behaviour? Thank you for your time

Hi, I'm working on a private Support app using the ZAF framework. When I go to upload the app within Zendesk I get this error. I've tried running `zcli apps:validate` but it says there are no validation errors.  For some more context: the app is based on the provided react scaffold, and runs in the ticket_sidebar location. As far as I can tell, the manifest and other required files match what is described in the docs.  

In handlebars, the required helper takes an id of a form field. Where is this configured? On my new_community_post_page.hbs, I have<div class="form-field {{#required 'details'}} required {{/required}}">and the helper evaluates to false. I would like it to be true. How do I tell Zendesk that the ‘details’ field is required?

Current behavior: It is currently only possible to delete or redact images and attachments sent in a live chat session after the chat has been closed, via the History tab or ticket redaction tools. During an active/open chat session, there is no option to remove sent images. Desired behavior: Agents (and/or admins) should be able to delete or redact images and attachments immediately during an active chat session, without needing to wait for the chat to end. Why this matters: Customers frequently share sensitive data (e.g., ID documents, bank statements, medical records, screenshots with personal information) in chat images. The current workflow creates a real compliance and data privacy risk: Agents may forget to delete sensitive images after closing the chat. There is no way to act immediately when a sensitive image is accidentally sent.

Enhancement request: Have the ability to select tickets when the suggested first reply is present on a ticket.  (Note, I know I can select tickets when the suggested first reply is accepted.) Business Case: I want to create a view of tickets with suggested first reply. I need to have the system have a field called suggested first reply. Since we will be able to reply more quickly to these tickets, we want to prioritize these tickets. Once there is a field, I plan on creating a view  

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.

From what I understand requests to the /requests endpoint will now trigger a verification email. However, there is also a way to attach x-csrf-tokens to the /requests endpoint (https://developer.zendesk.com/documentation/help_center/help-center-api/secured-requests/). If a request contain a x-csrf-token would it still be subject to the verification flow?

Hey! I'm trying to explore the possibilities of what kind of flows are possible to create using the Zendesk connector on Power Automate.Would love to hear of cases you've used this with and would genuinely appreciate it endlessly if someone could share.Thanks!

Hallo zusammen, wir möchten gerne über unser Externes System bestimmt Mail bzw. Tickets über die API vorbereiten. Auch neue Tickets erstellen, aber noch nicht an den Kunden versenden. Leider gibt es von Zendesk keine direkte Möglichkeit dafür. Hat jemand eine Idee wie man so etwas realisieren kann?Danke