Discussions

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

Dentro do agent IA Advanced tem resultados de relatorio que não me ajudam a ter detalhes do que preciso. Preciso utilizar estes resultados do Bot dentro do Anality Explore para ter resultados personalizados e resultados que não tenho dentro do Agent IA Advanced Resultados como uma visão de retenção, BSAT mais detalhado, mapa de calor mais no sentido de acompanhamento ter um verdadeiro: REALTIME dos temas mais falando, o que está acontecendo no dia e quando eu acessar etc… ter dashboard´s personalizados do Bot para saber o que está acontecendo e ter a visão do que realmente eu preciso ter internamente para controle e curadoria do Bot entre outras frentes. muito razo os relatorios do agent IA Advanced preciso personalizar!

I’m trying to figure out whether there is a way to access requester IP addresses via the Zendesk API, and if so, where that is documented. I’m not a developer, so apologies in advance if my terminology is a bit off. The context is that we are dealing with abuse of our 100% happiness guarantee. We are seeing repeat refund attempts coming in through Zendesk email tickets using different names and email addresses, but one thing often stays the same: the requester IP address. Right now, the only place I can see the IP address is by opening each ticket and digging into the ticket events. That process is extremely manual and not scalable. Ideally, I would like to use the API to: Pull requester IP addresses programmatically Run historical searches against known scammer IPs Potentially integrate this data with other tools or workflows If requester IPs are accessible via the API, could someone point me to the relevant documentation or field name? Related question for anyone with

We have a unity app with zendesk SDK v4.1.0 released on production for a couple of months already that was working fine. Suddenly yesterday the input field that allows players to type the message is disappearing after the automatic message from our conversation channel with a dropddown custom field is sent. No error logs shown on the SDK and no changes have been done from our side. Logs shown after conversation is selected[ZendeskLog][MessageHistoryContextManager:378] No unread messages, skipping new message separator insertion. UnityEngine.Logger:Log (object) Zendesk.Runtime.Logging.UnityEngineLogger:Log (string,string,int) (at ./Library/PackageCache/com.zendesk.messaging@e84fa7c4c9b4/Runtime/Logging/UnityEngineLogger.cs:12) Zendesk.MessagingCore.Logging.Logger:Log (string,int,string) (at ./Library/PackageCache/com.zendesk.messaging@e84fa7c4c9b4/MessagingCore/Logging/Logger.cs:33) Zendesk.Runtime.UI.Messaging.MessageHistoryContextManager:GetNewMessageSeparatorInsertionIndex () (a

Per this article, https://developer.zendesk.com/api-reference/ticketing/oauth/grant_type_tokens, we can generate tokens via oauth dance for our customers. The deadline to use the new oauth flow is coming up. Currently, if we don't set expires_in then the tokens we get will never expire. My question is, will it ever be required to set expires_in or will letting tokens live forever always be an option?

How can I prevent users from specific generic email domains (such as gmail.com, yahoo.com, aol.com, and several others from creating Help Center accounts.The Blocklist field in the Admin center > People > Configuration > End users works only for ticket creation and NOT for Help Center account creation.

Hi Zendesk team, Since the Chrome 142 update, our custom Zendesk app has stopped working. It embeds an iframe that loads an internal tool (passing the ticket id), which displays related customer information next to the current ticket. While the iframe URL uses a DNS name, the subdomain ultimately resolves to a private subnet within our network. Chrome 142 now enforces Local Network Access (LNA) restrictions by default, requiring embedded iframes to explicitly include a permissions policy allowing local network access. Without this flag, requests to internal resources are blocked. This change is currently being rolled out gradually, so we expect that many other Zendesk customers using similar internal integrations may soon be affected as well. For a short time, Chrome still provides a temporary configuration flag “Local Network Access Checks” that allows disabling this restriction, but Google has announced that this option will be removed in a future release, making the e

Hello, Hopefully this is the correct Topic Channel to post this.  Zendesk Support sent me your way as there's potentially HTML/CSS modifications needed.  We're on the 'Support' Product and the ‘Team’ Plan and do not utilize web submissions for our end-user staff.  Staff have to e-mail in tickets.  When Agents are viewing the tickets in the web, via https://company.zendesk.com/agent, and use Dark Mode, replies from end-users who are running the new Outlook for Windows show up as black text on a dark grey background.  This makes it difficult to read unless highlighting the text.  Light mode works fine. Here's Support's response.  I just don't know where exactly in the E-mail Template I'm supposed to add that CSS code. WHAT’S HAPPENING? * Outlook Classic often uses inline styles or formatting that Zendesk's portal Dark Mode respects, showing white text on dark background.* New Outlook for Windows tends to send replies with black font color expl

Hi, I have created two calculated attributes in the "Support: Update history" dataset. The results are coming out just fine, the only issue is that the output is coming up in separate rows. I really want to create a report where every ticket accounts to only one row and all the default attributes plus the calculated attributes are shown in just one row. Expected output: Actual output:  

Hello, do you have plans to connect Zendesk and Trendyol?

Hi All. For a while now, our business has been looking at reporting on the URL's customers are on when they engage with our Web Widget. In Messaging tickets I can see ‘Pages Viewed’ but can find no way to generate any reporting for the URL's. Does anyone have any magic that can help? No Google Analytics i'm afriad. Just Zendesk. 

Pessoal, atualmente usamos abertura de ticket por e-mail e whatsapp.É possível criar um formulário no zendesk e publicá-lo de forma que o usuário preencha os campos e seja aberto um ticket, como se fosse por e-mail? Se sim, alguem tem um tutorial? 

I see how tags can be used in reporting but its not quite what I'm looking for.. I have a set listing of tickets I'm looking at, but I want to know if they have a specific tag or not. My problem is if I include the tags column, it pulls all tags. My dilemma - I created a macro which adds this tag when we use the macro. However, I didn't give everyone access to this macro, and I don't want it being misused/reported improperly because people make mistakes.  I simply need a “does this tag exist on this ticket” option yes or no. 

Hi My contact centre currently uses Sennheiser noise cancelling headsets but when receiving a call via Talk the noise cancelling function does not work and the receiver can hear a lot of background noise. This is causing a few complaint into the secondary team. They have to use Zendesk via citrix due to being overseas and the need to remain confidential.  Can anyone please recommend any headsets they currently use which are really good for us to test with the team.  Many thanks

When using APN to provide notifications in iOS app for iOS channel integration during Zendesk messagingWe are instructing you to register P12.Our app provides push notifications by switching from using P12 to using P8 keys.I would like to inquire whether APNs casting is also provided with the P8 key, or if notification can be provided in another way.I would like to request technical support as described above.

The original tip was posted by Wes. I am simply updating the tip to make it work with the current theme version. Let gets started without any further delay. Demo: https://moderatortrapta.zendesk.com/hc/en-us Step 1: Add the below code (HTML CODE SNIPPET) to the source code of your article. <div class="accordion"> <p>Section 1</p></div><div class="panel"> <p>Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.</p></div> Click OK to save the progress. NOTE: You can copy and paste the same snippet to add as many accordions as you want. Step 2: Edit your theme to add the below code at the bottom of your style.css file .accordion { background-color: #eee; color: #444; cursor: pointer; padding: 18px; width: 100%; border: none; text-align

リンクを一番前に入れるとリンク設定が自動で行われますがテキスト全体になってしまいます。ではなく、テキストの一部をリンクとして設定したいです。「～詳細はこちら」のようにしたいです。なにか方法はないでしょうか。javascriptでidを取得してから変更できそうでしたが開発ツールで表示されているid「id="8--hint"」（例）を参照しても取得できていないようでした。

Hello and good morning from a windy Sweden! We are in our first two months of using Zendesk for our Support team and are still very early in adopting it.  For our Support cases we send out a post-case survey where I have set it to use a 5-scale emoji-type with a text to go along with it. But I cant seem to find how I see the average CSAT score. I can only find the % number in Explore, but I want the average.  Can anyone help guide me in the right direction?  All the best-Mattias

Hi all,Chrome 142.0.7444.60 was updated. Since then, local development is blocked by a CORS browser restriction. We have been developing a custom sidebar app for a couple of years with no problems.zcli version @zendesk/zcli/1.0.0-beta.53depeloping with localhost dev proxy provided `zcli apps:server dist` Could you have a look please?* Any workaround? 

Hi, currently Voice AI can only look into Zendesk KB, the Crawler are limited to 20, which is too less.Are Advanced AI Agent customer get access to this platform to have all Crawler and sources available for Voice AI?Thanks.Tobias

We have three different role types in our software, which are basically:- basic end user- manager level- admin level And each role type has a different experience in the software. We don't necessarily know which role a person is in, so AI doesn't always answer correctly.  Even as a human agent, it's tough: sometimes you can tell based on context. Sometimes you can look it up in the system. If they have written in before, we may have stored it in their profile (we have a custom field for that).  Any tips for helping? Currently, we have different sections per role, but I'm thinking that for some of the topics, maybe it makes sense to have one single article that addresses each role type, and AI can mention that. “If you are a [basic end user], then you will need to reach out to your [manager]. But if you are a [manager], then do this: ______” Other ideas?

Hi everyone, I run into strange difficulties with the new editor. It creates single links for each <br> inside a hyperlink. For example, this line:  <p> <a href="https://www.example.com">This<br>is<br>a<br>hyperlink.</a></p> …will be converted to:  <p> <a href="https://www.example.com">This</a><br> <a href="https://www.example.com">is</a><br> <a href="https://www.example.com">a</a><br> <a href="https://www.example.com">hyperlink.</a></p> …which is a different thing, particularly when links have a padding or a similar styling. For us, this is a serious issue, as it breaks the layout of many existing links. Does anyone else have this problem? 

Hi, Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first time in Explore? I found how many times the ticket changes its state but was not able to find anything related to solve the above issue Thanks!  

We are experiencing a NullPointerException in our app linked to the Smooch Android SDK. These are the details:SDK info: SDK Name: Smooch SDK SDK Version: 9.9.1 Logs:Fatal Exception: java.lang.NullPointerException: Attempt to invoke virtual method 'int java.lang.Enum.ordinal()' on a null object reference      at io.smooch.ui.fragment.ConversationFragment.announceNewMessageReceivedForAccessibility(:223)      at io.smooch.ui.fragment.ConversationFragment$i.run(:4)      at android.os.Handler.handleCallback(Handler.java:959)      at android.os.Handler.dispatchMessage(Handler.java:100)      at android.os.Looper.loopOnce(Looper.java:257)      at android.os.Looper.loop(Looper.java:342)      at android.app.ActivityThread.main(ActivityThread.java:9634)      at java.lang.reflect.Method.invoke(Method.java)      at com.android.internal.os.RuntimeInit$MethodAn

I'm experiencing issues with the scroll bar in the side conversations panel in my Zendesk instance.As you can see in the image, I have sent messages in the history, but I can only see the last message.I also can't continue the conversation using the new message panel located at the bottom of the panel.It seems like a bug. Is there any record of an issue that might be causing this?