Discussions

I'm trying to hide and prepopulate Subject and Description of custom request form. My template is Copenhagen v4. Suggestions found on Zendesk support site don't work. My understanding is that v4 is based on React framework and so input fields do not have hardcoded CSS and are hardly to be addressed by jQuery. I managed to create a workaround by JS function searching for DIV enclosure of specific input field by label of this field. Unfortunately, it doesn't work when JS is put into script.js (not recommended anyways), or anywhere else, like assets, header template, etc. My suspicion is that JS can't access specific DOM object because it doesn't exist at the moment of running this script. Script is running probably before React is done with rendering. So, my question is, did anybody faced the same issue (v4 is fairly new) or is able to suggest how to wait for renderer to finish and run JS afterwards? E.g., how to use React hooks (useEffect, useRef) in Copenhagen v4 theme?

I just noticed that conversations between your AI agent and customers that aren't escalated are NO MORE created as READ-ONLY tickets available in Agent Workspace. They are as Open tickets and our agenst can select them.Have you done an update? 

We’re using the messaging widget and have an issue where, if we don’t add a fresh JWT token, the widget shuts down.When following the example linked in your documentation:https://developer.zendesk.com/api-reference/widget-messaging/web/authentication/#dynamically-fetching-fresh-jwt-tokens-with-loginuserWe’re able to keep the widget alive and authenticated, but the widget UI reloads as if the page is refreshed. Is there a way to refresh the JWT token without causing the widget UI to reload?

Hi, We have in-house application where we store information about customers that were want to add to Zendesk:- License type- Customer creation date- Product versionand some other product related parameters. This in-house application has API which can be utilized to pull information. Some information is just important to display for agents like Product Version so they can search for relevant information in knowledge base, like whenever bug is fixed/not for example. Other information can be used for triggers/automations, like for example set high priority for customers with enterprise licenses. I believe there are multiple ways to achive above:1. Ticket fields + Zendesk Action Flows: it allows to use API to make a request on ticket creation, get the data and update the ticket:- It should be easy to implement, as it does not require any development except configuring Action Flow.- It allows to have infromation and act on that with triggers/automations, such as lic

I've got some webhooks that call internal APIs with some data, including the ticket status. But the problem is that the `{{ticket.status}}` placeholder in a webhook on a ticket from someone in another locale will be translated, breaking any enums of the ticket status.I don't want the translated status, but all the status options are being translated - is there any way to get the untranslated status in a placeholder?

Hi there,Good day I would like to understand how to make the AI Agents that I am building via Ultimate AI dashboard accessible to the end users via the: https://<subdomain>.zendesk.com/hc/en-us page. This seems to be the way: https://support.zendesk.com/hc/en-us/articles/8357757747354-Connecting-your-advanced-AI-agent-to-Zendesk-Chat Can anyone let me know if I am following the right path? Also, it seems that the AI Agent need a configured email / account of its own, is this correct?

I am having some issues when the token expires, and sometimes the “loginUser” method calls my API endpoint to get the new token, and other times it does not.Why is this happening? Am I doing something wrong?zE('messenger', 'loginUser', function (callback: any) {generateZendeskToken().then(response => {callback(response.data.result);}).catch(() => {callback(null);}); First picture is calling the new token.The second one is not. 

Hey guys, I have an issue with Drill in where it shows more tickets than it is supposed to in reports that use more than one metric. The metrics for the affected report are Tickets Solved and Public comments and the results are displayed by agent. In the Drill in table for each agent, the tickets are shown with a number in the relevant column. The numbers shown are correct. However, there are also other tickets displayed which have a zero in both columns, and have neither public replies, nor solved tickets. Most of these tickets actually have status changes by the relevant agent and I think they should be filtered out from the Drill in table, just as they are not shown in the report. I enabled drill in for a different report with just one metric and the issue was not present.   I have already contacted support with this (request #11465903) and was told that it is a limitation of Drill in as it does not have metric filtering capabilities, and I was advised to create a post here so

Within an email side conversation, is there a way to view all attachments within the email string? Or do you really have to scroll through the entire email string within the side conversation to find an attachment you're looking for?

I've had a support ticket open 2.5 weeks to get some info on this but since they aren't responding I'll just ask here Has anyone used the detecting customer intent / sentiment and language feature that was introduced?https://support.zendesk.com/hc/en-us/articles/4550640560538-Automatically-detecting-customer-intent-sentiment-and-language   Wondering about its functionality within zendesk to quickly pull the information as to what customers are talking/asking about in their tickets to quickly get an overview of emerging issues etc. It seems like this is something this feature can do but its like getting blood out of a rock to get some factual and accuract data from zendesk support atm

We've had zendesk for awhile but have never used the community feature. I am experimenting with it, but I cannot figure out how we are notified if someone posts a new question. Presumably we would not have to just check it every day, so where do those posts go? Thanks

Is anyone out there using Zendesk with third-party voice integration over (VDI's) like Azure AVD or AWS Workspaces successfully? The company I work for uses Zendesk for a customer support team in the Philippines. They are using Zendesk Talk to field inbound and outbound support calls. Zendesk explicitly states that Zendesk Talk is not supported over any VDI. Zendesk Talk does work perfectly fine with physical hardware. They don't mention anything about third-party voice providers that integrate with Zendesk. Providing hardware for overseas support staff is challenging for a number of reasons. I would be very helpful to have a VDI solution that can be used for Zendesk access and voice. I have been researching the problem and have learned quite a bit.  The short story is that voice-over-VDI is an issue because it introduces latency. Regarding VDI, the only solution I have found is a redirect for voice WebRTC traffic directly to the local machine, bypassing the VDI Rem

Hi, I am trying to do an OR search in zendesk and cannot seem to get full list of tickets.  Can someone help with the syntax to get a complete list of tickets containing this information?Example :  search the ticket  status>hold (organization_id:20035357 OR group_id:20848171) 

Hello, on the Agent page (https://subdomain.zendesk.com/agent/users/id_user/assigned_tickets)  , when I try to filter by Group, only the closed tickets are displayed (tho I have Open an Hold ones). I can't post an image here because this very form is also bugged (json error) when I try to upload an image. Ok you like AI (you own AI chat couldn't help me to create a bug, that's the joke, and not a very good ad), but please, keep the tool working, it's becoming more and more bugged.

Our Goal: A team leader needs a quick and easy way to see which feedback sessions their managers have completed and which are still pending.Current Situation: Right now, we can't find a single screen or report that gathers all this information. For example, a leader can't see a list of "pending feedbacks" for each manager to know who might need help or a follow-up.Our Question: What is the simplest way for a leader to track the feedback their managers need to deliver? Is there a specific report for this, or another way to view this list of pending items?

Currently, Explore provides great visibility into support metrics such as ticket volume, agent productivity, and SLAs. However, there’s a gap when it comes to understanding agent working hours and availability data directly within Explore.Our goal is to have employee information (e.g., working hours, shifts, and availability) accessible in Explore. This would allow us to: Generate reports on how many hours each agent works. Compare agent working hours with productivity metrics like handled tickets, replies, and resolution times. Gain a complete view of workforce efficiency without relying on external tools or manual data merges. Having a WFM dataset integrated into Explore would greatly enhance reporting accuracy and operational insights for support teams.

Hello, I am developing a custom app using Remix template and tried to use Polaris web components (s-*) for embedded Admin pages but they are not rendering at all. I believe polaris.js that is supposed to be injected automatically by AppProvider is not getting loaded. There are no console errors that indicate what the root cause could be.

I need a report that can give me a “live”-view of SLA breaches the moment they happen. We use Talk, E-Mail and Chat. I attached a photo of what the report is supposed to look like. I have multiple issues with how it is currently set up: breaches are not shown immediately, but sometimes in hindsight, maybe once a ticket is closed? The % total fullfillment rate makes no sense - from my understanding it should be the average of the % fullfillment rates I can see for Chat, Talk and Mail.  I hope somone here might be able to help me set this up correctly, so we can see breaches when they happen and intervene asap.

I find the experience a little confusing as when you search the main categories don't appear in results and we're experiencing issues where are users are selecting the wrong sections. I understand that we likely have some refinements to make in our taxonomy to improve this, but in the meantime, I'd like to understand if: We have the flexibility in changing the search experience to include top level categories. Do we?  It is possible for us to revise the instructions on the “Section” search and selection view to advise users to select the appropriate product category for sections or, optionally, search sections (excludes categories). Is it possible? 

Hi Team,  Some feedback on publishing from App Builder. When publishing the app, and choosing the specific roles types, it seems that ‘Agent’ is not available in the dropdown. I have tried to reduce and increase my screen size, and scroll in the hope it would appear but seems its not there as an option. I need to navigate to the app settings directly to allow agents access to the app. I have provided the screenshot to indicate.  Thanks

Hello,My name is Jeremiah O’Neal, and I work for the San Diego Unified School District. I’m reaching out because I was quoted $1,380 for access to Zendesk with the full AI experience. Before moving forward, I wanted to ask whether there are any available discounts, education/public-sector pricing options, or special accommodations that could apply to my situation.I have an official workplace accommodation on file that requires the use of Zendesk or similar software to perform my essential job duties. Because this tool directly supports my documented learning and memory-related accommodation needs, I’m trying to determine whether Zendesk can offer reduced pricing for a single-seat license or provide an alternative plan that meets these requirements at a lower cost.If there is any flexibility for education employees, public-sector employees, or accommodation-based pricing exceptions, I’d greatly appreciate guidance.Thank you for your time and any help you can provide.Sincerely,Jeremiah O

文章の一部にリンク設定を行いたいです。<a>タグは使用できませんでした。HTMLを頭にいれると本文すべてがリンクとなりました。内容としては個人情報関連で説明箇所の「プライバシーポリシー」という文字にリンク設定し、プライバシーポリシーのページに飛ばしたいという意図があります。

Hi there, I'm pretty new to Zendesk Explore but I'm getting confident. My goal is to calculate the time to the next SLA metric target breach, so that you can act before time has already run off. The focus is on First Reply Time, Agent Work Time and Requester Wait Time. Provided that I was not able to find a pre-calculated field within the SLAs dataset, which is the way you, community, would suggest? Could Zendesk APIs be of help? Thanks

I’m looking to associate multiple phone numbers with users in Zendesk so that when they call from any of those numbers to Zendesk Talk, a ticket is automatically created for the corresponding user.Currently, we’re syncing just one phone number via SCIM provisioning from Entra ID to Zendesk. If we change the attribute being synced in Entra ID, this creates a second phone number in the Zendesk user profile. However, I’d like to avoid manually switching the attribute in Entra ID each time to add another phone number.Ideally, we could sync a list of phone numbers to the single phone attribute in Zendesk, and Zendesk would parse the numbers and add them individually to the user profile. Unfortunately, I haven’t found a way to make this work.Any suggestions or ideas to achieve this would be greatly appreciated!

Hi Zendesk.Could you have additional filters for the Merge ticket suggestions so we can set a hard rule to only show merge suggestions if the tickets have same intent and if tickets belongs to same group. Additionally, having options to restrict this feature for certain roles would be great.Thanks