Discussions

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?   

A potential solution that solves for the dreaded Thank You reply that reopens a solved ticket. Due to constraints from Zendesk not allowing (at least that I can find) any editing capabilities of the standard Zendesk Reopen ticket trigger, this method does not resolve the reopen ticket metric in reporting but it does keep the ticket from appearing in views that show open/pending tickets.  This method puts the requester in control and as such they are responsible for deciding to reopen the ticket but removes the burden from the agent having to go through open tickets and close unnecessary thank you reopened tickets. Instead of the various surgical like methods that have to account for variation of the phrase thank you, this is more like closing the door when you are done and having the requester use a secret code to get back in. Essentially through triggers following the steps below, the ticket will be marked as solved by the agent, the requester will reply, the ticket will reopen,

We have SLAs set up in our instance for first reply and next reply, for normal and high priority tickets.  This generally works well, but some tickets (most if not all of which appear to involve side conversations) have no SLA running on them.  I can't figure out what the reason might be, but it's becoming a big issue because our views are set up to be ordered by SLA breach and this is hiding any tickets without SLAs.

I have recently begun looking at the Service Catalog, which seems to be a good fit for our company. I really miss to be able to add text from the requester of the service into the ticket body. Today it's only possible to add custom fields.When my users request a service, they would need a field to describe the issue more in detail, which should be a part of the conversation with them on their service case. Will you please consider to add the standard system description field to be available as an option so that it will display in the ticket body as a comment. 

I'm trying to create a macro that will auto cc in specific users triggered by a macro. We find that the user list will need to change fairly frequently. What is the most efficient and effective way to achieve setting the Requester and cc'd end users?

Hi Community, Question - Is there any way to automatically close an open accordion when you click to open another one? So only one accordion is open at a time? Do the following steps: I). Add HTML code to your template.<div class="accordion-div"> <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> <div class="accordion"> <p>Section 2</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.&

Sometimes it’s hard to explain a problem with text alone. A screenshot helps, but a short video can make things way clearer. Customers can show exactly what’s going on, or you can explain instructions more clearly.In Zendesk, you can do this with the Video Reply app. It lets you request videos from customers or send your own videos right inside tickets. That way, everything stays in one place, no need to juggle emails or external links.You can use it to: Get customers to show problems instead of describing them Walk someone through a setup or solution step by step Reduce back-and-forth and speed up ticket resolution Make the interaction feel more personal and attentive Once a video is added, it’s stored in the ticket, so you can review it anytime. You can even reply with a video to guide the customer, which is often faster than writing long instructions.Adding videos doesn’t have to be complicated, and it can save time for both agents and customers while improving clarity.

Team -  Changed a user role to a Light Agent but the user is still blocked because he is not a direct member of a group with access.  But, he now has a Light Agent role so he shouldn't be blocked. Ideas?

I'm seeing webhook failures and I'm not sure what is causing it. The failures happen seemingly randomly. I've checked my ingress controller, and I'm not seeing the request come in. For example, if the webhook failed for ticket id 2 - I'm seeing requests for ticket id 1 before and ticket id 3 after. In the Activity tab for the Webhook, I'm seeing the response body as  Post "<url of webhook endpoint>": EOF with the headers Server: envoyDate: Fri, 23 Dec 2022 14:17:24 GMTContent-Type: application/jsonContent-Lenth: 93 Does anyone have a suggestion of what is happening? Or areas to look into?

I am developing an aplication that helps me sort and classify tickets through webhooks. Whenever a ticket is created via a chat (WhatsApp or Internal Chat) conversation, ZenDesk triggers an webhook  that sends some of the ticket information. Then, I use the GET /api/v2/tickets/{ticket_id}/comments method for retrieving the comments in the chat. The problem is that this doesn't retrieve the comments that are in the transcript - this transcript only gets associated with the ticket once it's closed and it has the most vital comments for my aplication.  How can I acces this transcript while the ticket is still open?

Hey everyone,I run a small construction estimating business, mostly through my site lewisestimating.com, and I’m trying to figure out the best way to use Zendesk to handle client requests. Right now, people just reach out through my site, and it’s getting a bit messy to keep track of everything.I’m mainly trying to: Let clients send project details easily Keep track of all requests Maybe automate replies for the common questions Has anyone done something like this for a service business? Any tips or tricks would be amazing!

It's kinda absurd that in 2025, Zendesk doesn't have an easier way to automate CC-ing external parties without the need for webhooks.   Add a trigger that has conditions that target an End User or Organization and let me cc someone on the ticket.

Hi, Is there a way me as admin to access personal views created by agents?  Is it possible to give access to views, only to specific persons not an entire group only?

For support agents, keeping track of multiple follow-ups or updates can be challenging. Sending each email manually can be time-consuming and increases the risk of delays or inconsistencies.With Proactive Campaigns, which is a seamless Zendesk Support integration, you can create email automations that deliver a series of messages automatically. Here are some practical examples of how sequences can be used: Ticket follow-ups: Automatically send a check-in email 24–48 hours after resolving a ticket to ensure the customer is satisfied. Inactive customer reminders: Reach out to customers who haven’t interacted with your support in a while, prompting them to reopen or submit a new ticket. Onboarding sequences: Guide new users through setup steps or features with a series of timed emails. Appointment or task reminders: Send automated reminders for upcoming meetings, deadlines, or scheduled callbacks. Feedback requests: Follow up after a ticket is closed to collect NPS scores, survey res

Can the sell contact record be updated to "no longer active"? This is not currently an available feature in Sell. Currently, you can only delete a contact record - https://support.zendesk.com/hc/en-us/articles/4408832226842-Deleting-leads-and-contactsThis would be helpful when someone no longer works for the company, but we need to keep their communication history.Could the system be set up to stop any further email communication with the specific person?This will help ensure that no accidental or unnecessary messages are sent to that individual.

Hey folks,  I want to send a survey after a ticket but only if the user never recieved the same survey before. It seems there is no way to achieve this since I qould need to mark the user in a way and filter for that mark on the user (not the ticket). I dont want to send the same survey over and over if the customer has many support tickets.  Is there a solution for this?Thanks!  

Despite changing the app icon within the settings of the app builder: The icon in the side navigation remains generic: Is there a way i can change the icon on the side navigation?

After the recent Chrome update our apps do not function given the increased restrictions on Local Network Access This post describes the exact issue: https://support.zendesk.com/hc/en-us/community/posts/9888594327066-CORS-blocking-internal-development-since-Chrome-142-0-7444-60?sort_by=created_at&sort_order=descAs mentioned in the post, we believe we need Zendesk to update the iFrame so that everything will work again (disabling the check is not a long term solution). Could we please know when Zendesk will make this change so that Chrome is once again supported?