Discussions

 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:

I just used the updated interface for macros. With the new Zendesk update to Workspaces: Macros, the manual editing of the order of Active macros is now broken.I created a new macro in Workspaces > Macros with the filter Status Active, which is inserted at the bottom of the list of macros.When I select  Actions>Edit order, the macros presented are not the Active macros. ERROR.In the previous Managing macros interface, the existing order of Active macros was presented (displayed) correctly.Is this a bug? Is there a fix?

Our organization requires platform-to-platform-specific service user accounts  (eg Salesforce:Zendesk and Jira:Zendesk should be different accounts) for integrations in our security policies.Based on guidance we received during initial implementation, it sounds like you need to allocate an agent seat for each integration. For instance, if you want to have individual service users that interface distinctly between Jira and Salesforce using their respective apps, or to operate within a middleware (necessary for storing credentials in non-app API workflows, since you can’t secure them in business rules), you need to pay for an agent seat for each.Is that correct or can this be managed differently to better comply with enterprise data/platform security policies without paying for a dozen seat for “agents” that don’t exist?

Hi, I'm developing an app and I was wondering how to open the other tickets in the same browser tab and open a new tab in Zendesk. Now I have linked to the other tickets in the interaction history, but when the user clicks on the links to the tickets, it opens in a new browser tab.Like this:  I want it to open like this:  Whats the code for this? Thanks for help in advance!

Regarding to this post I decide to make this short tutorial. 1. you need to be logedin as Admin or Agent of your ZD account.2. open this link XYZ.zendesk.com/api/v2/macros.json?per_page=99 (but change XYZ to your zendesk account name)2a. If you have more than 100 macros, you should export one more JSON file cause it's up to 100 macros per export. Second file is on this url https://XYZ.zendesk.com/api/v2/macros.json?per_page=99&page=2  (replace XYZ to your ZD name)3. When json file is loaded, save it on your computer (CTRL+S or CMD+S)4. Open site: https://json-csv.com

With the changes coming to make Advanced AI Agent features available to all customers I am a little in the dark of what that means for existing customers. Are we still required to pay for a seat for the add-on? Keen to hear the views from other Advanced AI Agent customers and if you’ve heard anymore on this?

I know that these two are no longer distinct technically but reading the documentation it isn’t super clear to me if there’s actually a significant change as Zendesk would have you believe. I can see that the upgraded AI can access API’s, and that might be something that would be a game changer as I’ve just started messing around with managing our help center via API, but if anyone has done that already, I’d love to hear examples of how you’re using that. 

Love the topics and organization! 

Love the topics and organization! 

Hi team, we use Zendesk for ticketing and the help center. We use gainsight for community. Can we leverage our community for Zendesk agentic AI and copilot?

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

Hello.. I'm using "client.on("ticket.conversation.changed", func)" in my app, to capture the conversation changes.. But, I'm facing some issues in that.. That function triggers multiple times, when a single message came..  (ie), When user sends a message means, that function triggers multiple times (sometimes more than 40 times), so that it captures the conversation data multiple times.. Therefore, It slows down my app functionality.. So, I need to control that triggering event only once, when new message came or any conversation changes happen.. Can you please suggest any ideas to control or off that conversation listener, when function not called.. I just tried with "client.off("ticket.conversation.changed")", But, its not working.. Looking forward for solutions.. Thank you..

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

Hi,We’re noticing ongoing issues with the Live Talk data dashboard. There are discrepancies between the summary tiles and the drill‑down views, and the data requires frequent refreshing. Even after refreshing, the information is often inaccurate - for example, the dashboard may show 7 agents as “Away” when only 4 are actually in an away status.We’re also experiencing issues with suspended tickets. The dashboard indicates suspended tickets, but when drilling into the view, none are displayed. A refresh is required before the correct data appears for review.Also worth noting, this is only effecting users in the updated dashboard. 

Hello,Considering the following change: Announcing changes to how WhatsApp users are identified – Zendesk helpIs there any way we can retrieve the phone number? maybe a new messaging/sunco endpoint.  We rely on this value to carry out integrations with many clients; this will disrupt the operations of many businesses Kinds regads, 

Category: Nav Bar App | Custom Objects | Data ManagementWhat this app doesThe Custom Object Directory Manager is a full-featured nav bar app that turns any Zendesk Custom Object into a searchable, filterable, and editable data directory — all without leaving the agent interface.Agents can browse records, filter and search data, open a detail panel to view or edit records, and perform bulk operations such as updating or deleting multiple records at once. Every change is tracked in a session history, and inline edits can be undone and redone with dedicated Undo/Redo controls.This recipe is intentionally designed to be adaptable for any Custom Object structure, regardless of the customer's use case or field configuration.Use caseThis recipe is a good fit if you:Store operational, business, inventory, location, customer, asset, or reference data in Zendesk Custom Objects

Thanks to some great feedback from a community member in Reddit, I learned that a desired capability for Zendesk Voice is to be able to pre-schedule changes to voice/IVR greetings. That member described a great problem statement: on a company holiday, they must still log into Zendesk and manually flip their voice greeting from one to another to acknowledge the holiday, interrupting their own day off. I noticed that greetings can be managed via API, which led me to try and experiment with managing them via an App Builder app. I prompted App Builder to build an app that let me:Pre-schedule changes to my greetings, including a date and time Schedule recurring changes to my greetings, such as flipping to a weekend greeting every Friday View, edit, and manage upcoming scheduled changes before they execute Track historical updates made via schedule, including the Admin who scheduled the changeI opted for a sidebar app, which

🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Pick any topic that sparks your interest and jump in! You only need to participate in one to enter, but feel free to join as many as you like to increase your odds.   The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 4: Leading in the AI era 🚀

My HR Team has started a new Employee Services Instance. We are looking for feedback or success stories of how other HR teams have set up their instance. 

Hello,I'd like to request an enhancement to the contact management feature. When viewing contacts (users) within an organization, it's currently challenging to locate a specific individual because there's no alphabetical sorting option. Having to use the 'magnifying glass' search tool, even when already in the organization's view, adds unnecessary steps. Implementing an alphabetical sort for contacts (users) within organizations would significantly improve usability and efficiency.Thanks,

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

 🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Pick any topic that sparks your interest and jump in! You only need to participate in one to enter, but feel free to join as many as you like to increase your odds.   The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 8- 

🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Follow and contribute to the conversations in the Relate Hub that interest you most. Increase your odds: Every discussion you join increases your chances of winning one of 10 complimentary tickets. The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thu

🎟️ Your way to Denver: 10 Discussions, 10 Relate Tickets We want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Follow and contribute to the conversations in the Relate Hub that interest you most. Increase your odds: Every discussion you join increases your chances of winning one of 10 complimentary tickets. The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest

 🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Follow  to the  Group and conversations in the Relate Hub that interest you most. Increase your odds: Every discussion you join increases your chances of winning one of 10 complimentary tickets.   The Bonus: Update your community profile with your info for an extra opport