Discussions

I want to write own HTML code to customize CSAT i tried to write my code in dynamic content after that we get a placeholder through dynamic content ,so i insert that placeholder in my automation and trigger mail body, but the problem is its  render code text only ,tell me how can i write html code for that?

Hi, I would like a way to make it mandatory for agents to have to request a KB article if none exists before being able to mark a case as solved i.e. no article exists or was not used in the ticket. While we are trying to encourage agents to do this via training we see this as vital to make knowledge at the heart of what we do so this would help enforce this process. Any thoughts?

Hello, the Zendesk Android SDK uses the READ_EXTERNAL_STORAGE permission. Because it only handles its files and shared photo attachments, would it be possible to instead use https://developer.android.com/training/data-storage/shared/photopicker which is supported all the way to 4.4 and doesn't require any dangerous permissions? Thank you

Hello,I would like to integrate my HTML code of signature in the Agent Signature un Zendesk.Is there a way to do so ?

After 15 Years, Zendesk Makes A Major Update Open. Pending. On-Hold. Solved. Four words.  Four categories that defined a generation of requests made from end users from startups to enterprises.  When Zendesk launched in 2007, it led to a revolution in how the industry viewed customer service. For all of the positive change, there has been one question that has surfaced in configuration after configuration… “How do we change the status of tickets to something that meets our needs better?”  Until last week, the answer was: You don’t (or, more appropriately, let’s create a custom workflow that extends the functionality of the tool beyond its originally designed functions and purpose).  But when you have more than 170,000 global customers, sometimes you just need a bit more flexibility… and Zendesk has finally agreed. The Back Story As many people are already aware, Zendesk

I have integrated IOS support Chat SDK for agent to customer chat. When agent is Offline need to show some custom  welcome message not for default message and questions. and same online need to welcome message then need to hide remains auto question .

i am having some trouble uploading and add an attachment to a ticket in Zendesk: my problem is that: the process work without problem but when i try to open the file in zendesk it return me an error loading My question is: can i upload a file by an http url? cause in the official documentation it add only local files The process is the following: I receive an input like this  [ { "size": 49890, "attachment content": "https://test.atlassian.net/rest/api/2/attachment/content/10126", "filename": "Screenshot 2022-11-29 at 13.49.01.png", "author": "CPS", "mimeType": "image/png" } ] and i use this HTTP request for make the call: Endpoint: /api/v2/uploads.json? Header: Content-Type mimeType --

We want to set up our Zendesk so that if a specific drop-down is selected,(for example Salesforce access) a Macro is automatically added requesting the requester to get approval. (For example "this request needs approval from your manager") As an added bonus we would love it if we could create an internal giving the agent specific instructions. 

We recently deployed the Agent Workspace and have been seeing a new error message about chat becoming disconnected. Since we do not use chat at this time I would like to disable/remove this notification. Is there some instructions or advice on how to disable it?

I am not able to locate what I believe should be a simple and fundamental feature.  I need to be able to create a view where the customer was the last to respond.  We do not have a staff of support that manages tickets and need to make sure we have responded to all inquiries. Appreciate any insights.

Hi,  I'm attempting to update the text of the web widget in the bottom right. Currently, the text displayed is "Help", but we would like the text "Chat."  I've been directed to this article: https://support.zendesk.com/hc/en-us/articles/4408827579034-How-do-I-change-the-text-on-the-widget-button-on-my-website- where it is stated that the default available selections are "Help" "Support" or "Feedback".  For further customization, I was directed here: https://support.zendesk.com/hc/en-us/articles/4408832257562#topic_chz_bbq_mx where I can see that I'm supposed to change the chatLabel setting of the launcher object.  From there, I was able to find an example her

Hi, we were informed by Google that our App contains org.jmrtd.protocol.PACEProtocol.pseudoRandomFunction dependency. After reviewing our app we found out that the same dependency is used in your library aswell.Please verify on your side and let us know how you are going to solve the issue. In case of any questions, I remain at your disposal. Best regards, Anna Pająk ZEN.COM Mobile Team   

Good day.  I have a question regarding tokenisation process for Zendesk iOS SDK.  We provide certain customers' attributes like emails, ID numbers etc within the tokenisation process, but eventually we cannot see those in the Agent's Workspace. Emails wouldn't attach to the end-users and accordingly previous tickets created by this very customer would not appear in the Interactions field, nor thier IDs are reflected anywhere in the workspace.  Could you please clarify whether this is possible or not (to reflect this information in the Agent's workspace), or is it us doing something wrong along the way? 

Hello Guys I want to ask, How to change the icon share button on the Article page?I want to change the icon button, if I'm not using "{{share}}" how to create a URL to dynamic by article Thank you.

Hello, Is there a  Zendesk limitation where we cannot add a multi-select custom field type as a column in the View? They all don't appear for me when trying to add them. I am trying to filter my View with this field type. Any recommendation?   Thanks

I want to add a message to our Guide front page with an announcement of some changes. I am a novice with CSS and have a basic grasp of HTML. Anyway, I managed to get the message where I want it and displaying as I want by making small adjustments to the header_page.hbs and style.css. The problem is that the magnifier no longer aligns to the search box and I wonder how to correct that. It now shows just beneath the box as shown.      

I would like to include a field on tickets without adding it to the form. Specifically, related to the received-at reporting workaround, I'd like to use a custom field to provide this attribute. If I use a trigger to update that data point, but the field is not on the form, will it still be reportable in Explore?

Hey there,We are currently building out an integration and for some reason, it is requiring us to use a value for the Organization field to create a user via the API. I didn't see this documented at all and I am able to create a User without the Organization field via Postman. Any insight into what might be going on?

Hi!I'm building an application that will need to make requests to an external API (think AWS lambda). I was wondering if there's any way I can authenticate my requests without forcing the users to set-up any properties during the installation, be it a password or a secret_key for the JWT requests, and just provide a simple click to install app.Any other thougths or ideas on how to secure my API requests in a seamless way for the user? Is there a way for me to generate a random password and forever associate it to the Zendesk Account and be able to reuse it across installations?

I would like to find a way to schedule a report for API activities for the last 24 hours to be sent to recipient who are monitoring on the API activities within Zendesk. Any assist will be greatly appreciated.

Hi!I have an instance with multiple brands and Help Centers.I also have Agents(ex Academy) that sometimes use Zendesk as an End-user(contacting IT) and therefore need to be sent to the Help Center instead of the Agent-page, when looking up own tickets.  When I use {{ticket.url/link}} I always link to the Agent-page if the requester is an agent :( Is there a {{ticket.hc.link}} or something similar that makes sure the link always go to the Help Center?

We have 10+ groups and basically as many forms. Each of those teams and forms has some kind of basically unique task category field. Although we have all that category data, in multi-team reporting, we generally can only report at the form level. It would be useful to be able to see the respective task category on the same report. Something like this: Group Form  Task Category  # Tix A 1  A:F  81 B 2  B:D  62 C 3  C:B  43 A 1  A:E  12 How can this be accomplished?

We have an already established support and documentation/community site.  We have brought in two more product lines and I want a separate brand for each, but I don't want the customer to have to navigate to a new place.  Can I set up one brand for the 'landing page' and hyperlink them to one of the three product lines on a brand page? Any advice is greatly appreciated. 

Hellowe switched to single sign on and we are not able to remove ''last name'' from the agent's profile - when trying to log in again Zendesk overwrites the first and last name again - is there any way to remove the agent's last name from his profile while using Single Sign on?the situation is only in Support - chats works finethank youKRis

Hello! I'm trying to use Zendesk API to process the comments of agents and I have a couple of questions. 1) Is there a way to find out if a comment is a macro or not? 2) After choosing a macro as a template for a comment and applying changes (filling in placeholders, putting an additional text to the end) is it still considered as an 'AgentMacroReference' type event or it becomes a plane 'Comment' type event?