Discussions

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

Looking to get some assistance/pointers on how others are reporting on who actually created a ticket.  I have tried using this article however the submitter fields are not reporting on who generated the ticket.  For example there were three cases it said I created but I only re assigned the cases instead of generating them.  I can get partially there with the channel field but it doesn't give me the specificity I am looking for.  Thanks!

Hi, we are missing the Web widget classic on the Zendesk Admin. Does somebody know how we can activate it and what implication does it have? Do be more precise if I go to Channels → Classic → there should be the classic web widget in which you can utilise the custom forms but on our side is missing. 

Hello!  We're looking to create interactive guides in our knowledge base, so that customers can click through a series of questions and answers specific to them, instead of having to read a lengthy worded article. I have looked at a few apps that can be integrated with Zendesk. Stonly specifically is at the top of the list for us. But I was wondering if there were other options anyone else has come across? Or if anyone's been able to create this in the KB provided by Zendesk. Interested to hear what others are doing. Thanks in advance for commenting!

Hi team, Two consecutive calls placed from the same phone number within a short timeframe are both added to the queue and subsequently transferred to an agent, resulting in duplicate active tickets. The first call, which we assume was abandoned by the customer to initiate the second, fails to receive the "voice_abandoned_in_queue" tag. This issue primarily impacts our agents (who receive duplicate, non-existent calls) and admins (due to inaccurate call metrics). A correction of this issue ensures that the system accurately identifies and closes the first call when a customer immediately redials, preventing agent time wasted on an already-abandoned ticket. By correctly tagging the first ticket, we maintain accurate reporting for queue abandonment metrics, which are crucial for staffing and performance analysis. This problem occurs when customers redial right after hanging up, which is common during high-volume periods or when a customer faces connection issues. Our agents

Hello, It seems like customer's can't received our email. Is there anything that we can change and update on our settings? 

See my screenshot. Only the "Everyone" option gives access to the AI messaging tool to train on. 

Please let me know how to do settings for using Zendesk AI chatbot correctly. We applied to Zendesk and got the feature to provide AI chatbot to our customers today. The widget was displayed on our Guide, but we thought it was not working correctly. Because the bot said the following message in Japanese. "Sorry, we were unable to answer your question. The following topic may be helpful."Whatever the question, he answers same. How can we get the answer based on our Guide?

Hi!I'm working on a Zendesk App that when the user clicks on an “install” button, it will install a ZIS bundle and create a webhook.The installation process is: * Go to Admin Center * Add a private app * Add the corresponding configuration: secure settings for two api tokens provided by the customer * Click install * Go to Support view * Open the app * Click on install (this step is the one installing the zis bundle and the webhook) By using OAuth with the Zendesk account I'm able to do this without any problem and /or compromising any credentials. My problem:I need to pass the secure setting token, mentioned in one of the installation steps, create a ZIS connection to be able to use it when installing the bundle and also include it in the authentication data to create the webhook. Like this:ZIS:const Conn = { name: "abcd_connection", type: "api_key", api_key: settings.api_token, header_name: "

In the new editor, we've recently discovered lists are now getting the tag data-list-item-id for example <li data-list-item-id="e2ff5718d5e4b95bd4953d3d5ba603e6a"> If we clear the data-list-item and then save, it will be regenerated. Why is this being added? It is cluttering up the HTML view. 

Good Day, I am attempting to create a Zendesk Community Post Published event trigger that will then send a slack message to a private channel. I have it working when I am testing the payload, however there is no way to save the payload that I want to send. As well, there seems to be no way to create a trigger from a community post publish event. It seems that the Zendesk Events Webhook, cannot then send data externally, however the Trigger/Automation webhook doesnt have access to community post events.  I understand that triggers might only be used for tickets, and that kinda makes sense. However how am I to be able to do this, if I cannot use triggers? Please help!

Goal: To maintain a clear and transparent record of all changes made to a review after it has been finalized, ensuring traceability in the feedback and calibration process.Analysis and Possibilities: We have not located a visible "version history" in the review interface. Currently, our workaround to ensure transparency is to instruct leaders to leave a private comment detailing any changes made (e.g., "Score for category X changed from 10 to 5 for reason Y"). Another possibility we are considering is extracting logs via the API.Inquiry: Is our practice of logging changes in comments the best available method at this time? Is there an API endpoint that provides a detailed audit log of the modifications made to each review?

Sto raccogliendo best practice su workflow Zendesk per evitare errori nei casi ad alto rischio. Quali ticket fate passare sempre da approvazione umana? (refund/chargeback, GDPR/dati, legal, VIP, escalation) Come lo implementate oggi in Zendesk? (tag + view + macro + gruppi / altro) Cosa tracciate nell’audit (chi approva, motivazione, tempi)? Mi bastano risposte telegrafiche + eventuale setup “tipo”.

Oi, pessoal! Tudo bem?Estamos enfrentando um desafio na nossa operação e gostaríamos da ajuda de vocês.Precisamos acompanhar, de forma histórica, quantos agentes estavam online em cada hora do dia. Hoje usamos a visão em tempo real do Zendesk, que é ótima, mas queremos conseguir analisar esses dados olhando para o passado. O problema é que, quando um agente fica online, por exemplo, das 8h às 10h, ele só é contabilizado na hora em que mudou o estado para online (às 8h). Isso faz com que ele não apareça nas horas seguintes (9h e 10h), mesmo estando online. Com isso, não conseguimos ter uma visão precisa de quantos agentes estavam online em cada hora. Percebemos que os conjuntos de dados Agent State  têm limitações para esse tipo de análise, já que registram apenas as transições de estado e não o tempo total em cada estado por hora.  Seria muito valioso se o Zendesk pudesse oferecer uma solução para essa necessidade.Alguém já encontrou uma forma de fazer ess

Hello all, Can we add Meta Title and Meta Description in our Help Center? if we can add that, where we can access the <head> tag in ZendeskThank you

Zendesk operators can't add inline images to comments on Zendesk tickets created using the Channel Framework's PUSH API (POST /api/v2/any_channel/push).Is it because the original service that sends the ChannelBack doesn't support it?Or is there another setting?There are three reply methods (Slack Channel, public reply, internal note).Adding images is possible with public reply and internal note, but not when selecting a Slack Channel.

Hi all …  I commented in an old thread on this but I'm not sure it'll prompt any responses (apologies if it does and this is redundant).  When publishing to Zendesk from Madcap Flare, on article pages, there's a weird issue that occurs where the H1 of the article is duplicated, once in the article header, and once in the article itself. As you might imagine, it looks kind of ridiculous.  I'd like to keep the one in the header, but omit the one in the article itself. I'd prefer to accomplish this in the CSS rather than trying to use Madcap's conditions capability. Can anyone assist me with this? 

Welcome Let me introduce you to kBackup! This little app will allow you to back up your help centre content to your local hard drive at the click of a button.  Using this app makes backing up your help centre content a breeze.  Features The app currently has several features and may be expanded to include additional features if demand arises. The app will back up your help centre content to a specified folder as HTML pages in the format of [ArticleId].html. The app will first verify that the user exists in the given Zendesk domain. This is included for security reasons, so only users who exist in the domain can back up the content. The app will also back up any images that are embedded in your article and save these in the same backup folder. The app will work for any Zendesk help centre, even if a custom domain is used. Using the app to back up your help centre content is completely safe and will not affect any existing data. It will simply take a copy of it, so there is n