Discussions

Hi, we have noticed that some messages that we sent via the Channel Framework Push endpoint never reach the agent workspace. https://developer.zendesk.com/documentation/channel_framework/understanding-the-channel-framework/push/ After additional tests, we have found that if a user sends more than 30 messages in a short time span (which is not uncommon in some active chats), message 31 and the following messages will not appear in the conversation log. Channel framework still sends us 200 Success as if messages were delivered normally.  We have been actively using the channel framework across multiple apps since 2018, and this issue only appeared recently.   Could you please look into this and remove the silent restriction on the channel framework? Thanks a lot! 

We noticed that when a number of agents try to find archived articles in Zendesk Guide admin, they cannot access the archive.  We recently created a dashboard with one of the tabs being a report to allow us to search thru the archive.  These same agents can get the results of the search and see the archived articles. 1) Why was this implemented so differently in Guide Admin vs Explore? 2) Isn't that considered a permissions issue as we were told only Guide Admins can see the archive?

Problem StatementProject Managers appreciate a visual layout to understand the progress of various tasks related to their project, but this can be difficult to use effectively with native Zendesk functionality. This Kanban app gives users to organize tickets into projects, lay them out across a Kanban board, and edit the tasks as needed. ScreenshotsDashboard Task Board Detail View  Designer's Notes This app will likely take several rounds of back and forth prompts with the AI Agent as you work through the design. Make sure you have an understanding of how the underlying custom object is set up to ensure success. In particular, have the App Builder confirm how you’d like the project stages to be stored and managed in the custom object. You will likely need to work with the app builder on making sure API calls are made in parallel when possible to keep latency down, especially related to dragging cards.  Potential EnhancementsThis app can be customized in ma

Hello, Is ti possible to create a trigger or automation that automatically deletes empty tickets created when users mention us in their instagram story? It's a pain to have tickets in the view that are not actual messages.

Zendesk on Zendesk is a day-long discussion about a specific topic and how Zendesk Support uses Zendesk. Each session is hosted by a member of our Support team. This session is about business rules we use at Zendesk to gently remind customers about tickets, and automatically close them if the customer is ready. It's something we like to call Bump Bump Solve. This session covers: Overview of Bump Bump Solve and how it works Configuration of Bump Bump Solve so you can set it up too Benefits and modifications of Bump Bump Solve over time This session is hosted by Matt M, who is a member of our Support Ops team in Melbourne. See all of the Zendesk on Zendesk series discussions. Part 1: Overview At Zendesk we are always trying to think of new ways that we can make life easier for our Support Team. Like many other support teams we love to use Zendesk, (it would be wrong if we didn’t right?) so our workflow revolves around the following ticket

Hi there!We are trying the new csat survey with a 1-5 scale, but I only see Good and Bad in reporting, even if it's a scale. Is there a way to see the number picked in the scale or will we only see good and bad anyway in explore? I'd like to see how many 3s for example. Thanks!

Hi Zendesk Community,I'm experiencing an issue with the Zendesk Messaging SDK on iOS where tapping a CSAT (Customer Satisfaction) push notification does not redirect the user to the chat screen.Environment: Platform: iOS SDK: Zendesk Messaging SDK Current Behavior: When a user receives a regular chat message notification and taps it, the app correctly redirects to the chat screen. When a user receives a CSAT survey notification and taps it, the app does NOT redirect to the chat screen. Expected Behavior: Tapping the CSAT notification should redirect the user to the chat screen where they can see and respond to the CSAT survey.Implementation:I'm using the standard implementation from the Zendesk documentation:```let shouldBeDisplayed = PushNotifications.shouldBeDisplayed(userInfo)        if shouldBeDisplayed == .messagingShouldDisplay  {            PushNotifications.handleTap(userInfo) { viewController in      &n

Hey Zendesk Community, Artificial Intelligence (AI) is everywhere these days, and I’m sure your company is talking about or working on implementing it in one way or another. It’s a big topic, and one we all need to be keeping current with, which is part of why we created the AI discussion topic. To get the conversation going here, I thought it might be helpful  to start by sharing how we're each  using AI at work, or how our companies are starting to implement it. Sharing will help inspire everyone to be thinking about AI , and hopefully we can learn from each other's experiences.I’ll start. I’ve been using ChatGPT to help me summarize content within a character or word limit for social media. ChatGPT has also been a great resource for post suggestions within this AI topic in particular.  For example, I was able to ask ChatGPT to extract and summarize customer questions around AI from a number of resources including: Support tickets, Reddit posts, community posts, and q

Anyone here using AI Voice Agents integrated with Zendesk? I’d love to hear about your experience — how well it works, whether it’s worth the investment, and which platforms you’re using. I’m currently considering CloudTalk’s AI Voice Agent. Has anyone tried it and can share feedback (setup, handoff to agents, ticket creation, etc.)?

What are the most effective ways to customize Zendesk workflows and automations to improve overall customer support efficiency? I’m interested in tips on setting up triggers, macros, ticket routing, SLA management, and any integrations that have helped streamline processes. If anyone has examples or best practices from real-world implementations, I’d love to hear about them.

Will there be changes to the Zendesk admin cert notification that reflect changes to Transport Layer Security (TLS) certificate lifespans as mandated by the Certification Authority Browser Forum (CA/Browser Forum). The CA/BF has established a phased approach to shorten the maximum allowed lifespan for new certificates: Until March 15, 2026, the maximum lifespan is 398 days. As of March 15, 2026, the maximum lifespan is 200 days. As of March 15, 2027, the maximum lifespan is 100 days. As of March 15, 2029, the maximum lifespan is 47 days. I want to make sure that anyone managing our Zendesk is appropriately notified when certs are updated and have not seen an announcement about this notification feature being updated. Is it currently a time-based trigger, or does the notification trigger based on the actual expiration of the uploaded cert?

I appreciate your time and for your feedback. I recently enabled the service catalog on our help center. In that service catalog, I created onboarding and offboarding forms with custom fields to capture free text as well as fixed values from our end users. When a form is submitted, these fields and their values show on the left panel. This makes the UI hard to work the ticket for our agents. In addition, the only entry showing in the description field is a link back to the onboarding form. I suspect the same behavior of our offboarding form. My question is: How do I get the fields and values our end users selected/entered to show in the ticket description?  Any direction to posts or documentation is appreciated.

Hello!I am embedding Zendesk Web Widget in the application. The embed is simple:<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key={myKey}"> </script>.The script is executed; the ze-snippet object is created and it makes a request to the https://ekr.zdassets.com/compose/{myKey} but the response 400 Bad Request. Can you highlight please any points I might have missed with the Widget? 

I am trying to figure out how to do an hourly chart showing a percentage of two running totals.The running totals are "incoming calls" and “Call wait time (sec)) <= 59”.  This gives us our SLA percentage. We want to be able to see the OVERALL SLA hourly in the chart, NOT the SLA for the hour segment. I have played with Result Path Calculations based on running total with no success.Paying for a custom formula is not going to happen as this type of formula should be able to be created within the report tools. I would appreciate any help or advice possible.

This behaviour can lead to issues since the user can send messages before completing the automatic messages and the data is not added to the support ticket.  Input field should be disable dy default when the covnersation view is opened.

I had a customer ticket that had a broken link to the screenshot they'd attached. Issue reported by email. (the image appears as a small grey/green image icon with the corner cutoff) I had some back/forth messages with the customer. The next day or so, the image appeared correctly. (that was the next time I checked in on the ticket status)There are no events on the ticket between yesterday it not showing and today it being visible… I have seen this on a couple of tickets. Previously, I think the image has disappeared/appeared several times with no apparent reason why it is or isn't present.  Any ideas on the cause or fix??

Is there any API available to see the list of an agent's product access/roles and also add / remove product from this list?

Hi Team,We are currently using Twilio voice calls to connect users with an AI voice agent. We want to implement a warm transfer where the live call is transferred from Twilio to an available Zendesk agent, along with the full conversation context.At present, when we attempt to connect Twilio to a Zendesk group, it only creates a Zendesk ticket and does not transfer the live call to a human agent.We are looking for guidance on how to enable a true warm transfer of the active call from Twilio to Zendesk agents.

Hi again! I wanted to make some changes to our category pages.. there are several sections where Zendesk provides a "See all N articles" link when the full list is only 2 or 3 articles longer. I dislike getting shuffled off to another page just to see their titles. Even worse is when there's only 1 more article and it could have just been listed where the "See all..." link is! So let's change all that with some JavaScript.  :-D My help centre has one particularly enormous section, so there's also a size limit on this which you can change to suit your tastes. Depending on your CSS, it'll look something like this: And here's the magic to add to your 'script.js' file: // Zendesk Guide category pages with expandable listings// author: Ashleigh Rentz, koresoftware.com// license: https://mit-license.org/window.onload = function() { expandCategoryPage();};function expandCategoryPage() { // Only execute this if we're on a category page. if (document.getElementsByClassName("category-co

The crash happens on the latest iOS SKD 2.36.0. - 73% - iOS 18; 14% - iOS 17; 13%- iPadOS 26; Fatal Exception: NSInternalInconsistencyException The collection view's data source returned a cell without a reuseIdentifier. Cells must be retrieved by calling -dequeueConfiguredReusableCellWithRegistration:forIndexPath:item: or -dequeueReusableCellWithReuseIdentifier:forIndexPath:. Collection view: <UICollectionView: 0x15ba7ce00; frame = (0 0; 402 768); clipsToBounds = YES; gestureRecognizers = <NSArray: 0x16963cea0>; animations = { bounds.size=<CABasicAnimation: 0x16902b040>; bounds.origin=<CABasicAnimation: 0x1690299a0>; }; backgroundColor = <UIDynamicProviderColor: 0x10b6c6480; provider = <__NSMallocBlock__: 0x1132d4fc0>>; layer = <CALayer: 0x14d255bc0>; contentOffset: {0, 7213.333333333333}; contentSize: {401.99990000000003, 7613.333333333333}; adjustedContentInset: {56, 0, 366, 0}; layout: <ZendeskSDKMessaging.CollectionViewChatLayout

We are using the latest The Zendesk Messaging SDK 2.36.0, and we see a lot of crashes per day.  This is the highest crash in our app. A few insights from Firebase to investigate the crash:- The crash is happening in 95% on iOS 18,  3%-iOS 26. - 0% on background- in the previous SDK version, we saw this crash but the number of crashes was very low. But the number grew a lot in 2.36.0.Crashed: com.apple.main-thread 0 ZendeskSDKMessaging 0x3d508 specialized LayoutModel.insertItem(_:at:) + 177 (LayoutModel.swift:177) 1 ZendeskSDKMessaging 0x32004 specialized StateController.process(changeItems:) + 777 (StateController.swift:777) 2 ZendeskSDKMessaging 0x36258 CollectionViewChatLayout.prepare(forCollectionViewUpdates:) + 758 (CollectionViewChatLayout.swift:758) 3 ZendeskSDKMessaging 0x371d0 @objc CollectionViewChatLayout.prepare(forCollectionViewUpdates:) + 79056 (<compiler-generated>:79056) 4 UIKitCore

Currently messaging is lacking a lot of important metrics that were previously available to us before when using chat. This makes it a lot harder to track agent activity. As an example, while multiple agents can answer the same ticket, we can only track it to one person because only assignee is availble as a metric. Trying to use the updates dataset is also not helpfull because it seems the replies from agents are not saved to their names but under the system. We would like to be able to track individual replies by agents as well as things like response times, when the messages were sent and how many per ticket.

According to /admin/account/billing/subscription page my subscription is Product: Support, Plan: Team. However, my Community profile displays Plan:Professional Trial. I have set an account's user type as staff member in agent view. Their support role is displayed as 'Contributor' in admin view. I've set that user as a follower to a ticket. My 'Your followed tickets' view doesn't display the followed tickets to users of that type. The view appears to work as expected for users with an Agent type support role. My view conditions are: Tickets > Followers > Contains at least one of the following > (current user) Ticket > Status category > Less than > Solved Is this issue related to my plan? Do I need to upgrade to Professional for it to work?

Hi! Please add the ability to utilize an a. b. c. list and not just bullets or numbers.  Also, would be HUGE if you all added image annotation ability within the platform. Many other platforms house these abilities, and its wild to me that your KB article editor does not.

An app which gives admins a view of the submitted custom CSAT rating (e.g. 1-2, 1-3, 1-5) submitted for each ticket.  It includes trending over a period a table of all the tickets with a CSAT rating.  The article gives the prompt used to generate one version of this app.Problem StatementCurrently Zendesk Analytics (aka Explore) doesn't provide admins and agents the ability to view the submitted CSAT scaling rating at the ticket level. Only Good or Bad satisfaction ratings are provided. This app solves for this current gap in Zendesk Analytics. ScreenshotsPromptBuild a Zendesk Agent App that reports on our custom CSAT scale and fixes two loading/navigation bugs. The app must be clear, responsive, and easy for agents to use while handling tickets. Problem to solve (one sentence)Let agents and supervisors quickly view CSAT trends (custom 1–5 scale) and inspect survey details per ticket, with reliable ticket navigation and no API time errors.Primary users & context