Discussions

is Oauth token expiration for oauth using client credentials grant type also? I am trying to create a new OAuth client using client credentials to test token expiry and obtain new tokens. But get not a valid grant type error. Is the grant type restricted to only one oAuth client?URL used is url = "https://gsmls.zendesk.com/oauth/tokens”If i use the existing Oauth client to get token  get below error“{"error":"unauthorized_client","error_description":"The authenticated client is not authorized to use the access grant “

Hi, we are trying to connect our AI Agent to a custom crm api connection that we created within Zendesk, but the current documentation seems to reference how it was done before the merge of Advanced AI Agents into the base AI. Does anyone know how this is currently connected?  Thanks in advance John

I’m scanning through the recommendation from Admin Copilot and there are a number of “Create an article” suggestions. These are recommendations that I create articles for FAQs for which we already have articles. And when I click in the “Related tickets” for the recommendation, it’s quite clear that the AI Agent (Essentials) has replied appropriately to the end-user’s request based on the existing Help Center articles.Our Help Center is 98% locked down - the only 2 anonymously viewable articles are “How to Use this Support Site” and “Legal Notices”. Everything else requires authentication, which is required by our InfoSec team due to the subject matter in our Help Center. Is Admin Copilot basing its recommendations solely on anonymously viewable articles? If so, it’s basically useless for us, and in fact, a distraction (since most of its recommendations are to create articles that exist).

I've figured out how to schedule replies in Zendesk!! Using a combination of triggers, tags, automations, and ticket types, it actually is possible to send with an approximate delay.  Because automations run only once each hour (at the same time every hour for your own account), this won't be exact; it's accurate to within about an hour. For example, if I'm replying on Saturday morning (but I don't work weekends!), I can delay the email 47 hours to have it sent Monday morning.  Similarly, if I work Sunday afternoon, I can set the email to wait 18 hours and show up on Monday morning...and so on. Here's how to set it up: Step 1: Decide what your tags will be to manage this I used "delay1", "delay2", etc. Adjust these times based on when you're likely to be writing replies, and when you want the emails to be sent. I've set up my preset delays to be 1, 2, 4, 8, 12, 18, 24, 36, 42, and 47 hours.  This will allow me to work any time I want, and then have the email be

Hello! I’m working on setting up some advanced AI agents right now for email. We have patients & staff both send questions to the same channel. Ideally, I’d like my AI agent to only respond to questions from patients, not from staff members. However, although I’ve set up instructions & use cases for this, it continues to just respond to every question during testing. Does anyone have suggestions on how I can get it to automatically send questions that don’t pertain to set up use cases directly to live agents?

Hello, with the new Suggested Assignees EAP (no group created in Zendesk Community) it recommends users who are no longer agents in Zendesk. We typically remove the agent license and adjust them down to End User, however, I also attempted to suspend the user but they were still recommended.

Hey Community! Today we’re hosting a Digital Desk webinar on Admin Copilot, and I’d love to keep the conversation going here!For those using Admin Copilot, I’d love to hear what’s working for you:How are you using it in your instance? Any helpful insights, recommendations, or cleanup opportunities you’ve uncovered? Any tips you’d share with other admins?We’re also hosting the webinar again on July 23rd, so I’ll link the registration here for anyone who is interested!Looking forward to learning from this thread!- Emma CollinsSr. Content Manager, CX Programs

Hi, hope you are doing well!The metrics I check most often in Zendesk are CSAT, first response time, and resolution time. They help me understand how satisfied customers are and how efficiently support requests are being handled.I usually set goals by looking at past performance and making small improvements over time, rather than aiming for unrealistic numbers. Reviewing reports regularly helps me spot trends, like recurring issues or slower response times, so I can improve workflows or update help center content when needed.I don't rely only on numbers. Customer comments are just as important because they explain the reason behind the ratings and often highlight areas that need attention. For me, the best way to measure success is by combining performance metrics with customer feedback to continuously improve the overall customer experience.  ThanksIfra Saqlain  

Problem StatementThe iFrame app is a ticket sidebar application that provides embedded access to external web content directly within the ticket context. It dynamically renders a configurable URL inside the sidebar, allowing agents to interact with external tools and workflows without leaving the ticket view. Location: nav bar. PromptCreate a nav_bar app called "Iframe" that embeds an admin-configured external website inside Zendesk Support, allowing agents to quickly navigate to an external resource and return to their tickets without interrupting their workflow.The app requires one install-time setting: **Iframe URL** (parameter name `iframeURL`, type: url, required). This is the external website address the admin enters during installation. On load, retrieve the setting by calling `const metadata = await zafClient.metadata()` and reading `metadata.settings.iframeURL`. Do NOT use `zafClient.get('setting.iframeURL')` — that is not a valid ZAF path and will throw an APIUnavailable erro

Hello. Following this announcement https://support.zendesk.com/hc/en-us/articles/10955445787546-Announcing-outbound-calling-restrictions-by-agent-group-for-Voice, it is now possible to configure which groups are authorised to make outgoing calls by line. Is it possible to apply the same settings to external numbers? (which are, in fact, only used for outgoing calls) 

Hi Zendesk team,I’m currently building reporting around our use of Agent Copilot (Auto Assist), and I’m trying to better understand how to accurately define and extract “eligible tickets” for AI suggestions.Specifically, I’m looking to identify:The set of tickets where Copilot could have generated a suggestion, regardless of whether a suggestion was actually surfaced or accepted.I’ve reviewed the available dashboards and metrics, including:“Enriched tickets” in Intelligent Triage Auto Assist usage metrics (auto assist vs non-auto assist tickets)However, I’m not sure if either of these directly represents the population of tickets where AI suggestions were eligible to appear.My questions are:Is there a field, attribute, or dataset in Explore that identifies whether a ticket was eligible for Copilot suggestions? If not, what is the recommended way to approximate this population for reporting purposes? Is “enriched tickets” the closest proxy, or is there a more accurate method?My goal is

For our team, it's really about balancing the numbers with the overall experience. Metrics are important, but they don't tell the whole story.The metrics we watch most closely are first response time, time to resolution, ticket volume by category, and CSAT. First response time lets our users know we're engaged, while resolution time helps us identify where processes might need improvement. Looking at ticket trends is especially valuable because recurring issues often point to opportunities for better documentation, training, or system improvements.Our targets are based on the priority of the request rather than trying to fit everything into the same SLA. A critical issue affecting multiple users is going to have a much different response expectation than a routine service request.One of the biggest benefits of tracking this data is being able to spot patterns. If we notice an increase in tickets around a particular application or process, we can often address the root cause before it b

Welcome to the third installment of Zendesk Voices, where we highlight the expertise of Zendesk customers and partners. This time, we want to hear how you measure customer experience. What metrics matter most to your team, and what targets guide your work?We’d love to hear about the metrics you track, why they matter, how you set goals, and how you use data to improve the experience.Share your story right here in our community, then visit the Spark reward hub for full details and to make sure you are eligible for rewardsOnce we review and approve your post, you will receive points.

When support teams work in Zendesk and engineering teams work in Jira, the integration between both platforms becomes critical to ensure the success of service delivery. A customer issue reported in Zendesk often needs an engineering investigation of Jira team. Status updates, priorities, comments, attachments, and resolution details need to move between both systems without the need for manual data entry.The native Zendesk–Jira integration is a useful starting point. It helps teams create Jira work items from Zendesk tickets, link existing Jira issues to support tickets, view Jira details inside Zendesk, and share updates between both platforms.For simple workflows, that may be enough.But as teams scale, support and engineering collaboration usually becomes more complex. Organizations start using custom fields, Problem and Incident tickets, advanced Jira workflows, multiple projects, different priority models, and stricter reporting requirements. That is where the native integration c

I am unable to select the Collect BSAT reply use case from the list….how can I set up an after call survey to gather insights on satisfaction?

Hoping the community can help.  When I was uploading our data, I chose to upload my contacts as “Deals” based on the Zendesk Documentation which explained that Leads are companies that you have not communicated with, and Deals are companies that you have communicated with before. Deals also suits me better, because I can use the pipeline to show where each company is in the sales process, % of winning etc.  However, I cannot use the “Log a Visit” button in a Deal contact. It is the most frustrating thing. Why would we suddenly NOT visit potential clients, once they move from “lead” to “deal”? One of the biggest selling points for Zendesk to our company was the ability to log visits. I am now facing one of two options - unless someone can enlighten me?  1. Bulk delete all my companies from “Deals” and re-import them as “Leads” - which means I will lose all my sales pipeline data. OR2. Inform my MD that having spent a huge amount of money on this Zendes

Hello WFM Magicians! Here's a list of Workforce Management (WFM) related resources that we've put together to help you understand the importance of WFM in customer service. We have categorized these so you can get started with WFM in your business, improve your existing WFM process and learn more from best practices.Feel free to bookmark anything you find useful here or suggest more useful links in the comments. We will continuously update this list.Be sure to hit the follow button to receive email notifications as shown in the screenshot below: Blog What is workforce management? What is a workforce manager? (+ How to become one) How to forecast in 4 simple ways 5 ways WFM for agents is great, explained by a former agent  Customer stories Ingram Content Group: how they're using WFM and AI to boost agent performance, efficiencies, and forecasting capabilities. Sendle: how they increased productivity with omnichannel CX and WFM tools Tembici: how they reached 30% cost s

 In many teams, support and sales are still handled in separate tools. Support agents work in Zendesk, while sales activity (tracking deals, follow-ups, or renewals) happens in a CRM.This separation often leads to missing context, extra tool switching, and slower communication between teams. Because of that, some teams try to bring basic sales activity closer to where support already happens inside Zendesk Support.Using a CRM and Deals app, it becomes possible to keep visibility on sales opportunities directly alongside support tickets. This helps when:A customer contacting support is also in an active deal process You need to track potential upsells or renewals during conversations Support agents should be aware of customer status without switching tools Sales and support teams need shared visibility on the same accountCRM and Deals App 

Hi,I'm trying to build a query which counts the total # of times a specific agent has reassigned a ticket to a user-group (during the previous week).I'm using COUNT(Assignee reassignments) as the metric, and I'm applying a filter for Assignee name, but the result is always zero. Presumably I'm doing something wrong.How can I achieve this? Essentially I would like to count how many times each of our less experienced team-members in Level 1 Support escalates a ticket to a group called Senior Team (which is our Level 2 Support) for the previous week. The Level 2 folks will then assign a ticket to themselves independently. Thank you! :) 

Preface Today, mid-March 2020, when COVID-19 is on the rise and many companies are affected, we need to support each other even more than usual. We all are facing very special management and productivity challenges doing customer service these days. And I think that knowledge is the best weapon against those challenges.  That's why I decided to share another piece of my professional knowledge with the community. Last time I posted about my approach to set up or optimize Zendesk using Customer Journey idea. I know this post might sound a bit too theoretical - so I would like to share more practical stuff today.  I have been doing professional Zendesk consulting for the last 9 years. One of my best-selling services is Zendesk Health Diagnostics. I have diagnosed many Zendesk accounts – from small one-agent accounts to big enterprise-scale ones – and collected a lot of cases. But all the time I was facing the same repetitive issues/optimizations.    The Checklist 

Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Agents What problem do you see this solving? (1-2 sentences)When composing Community Post, we are not able to create Table format. In some cases, we want to create Table format for keeping track of software and products. ​​​​​When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)This is a feature request rather than as issue. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)As a workaround, we screenshot the image of the Table, and post it as an image. Alternatively, we use Articles. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)The Community Post Editor should be s

Hello,Is there a way or any existing Metric to calculate the SLA from First Assignment to First Public Reply as attached below? as the current SLA is being calculated from the time the ticket is assigned to the Queue and not to the agent as it might remain New for some time before it is being assigned to an agent which still being counted towards the agent once it is assigned to him.Attached screenshots for your reference.  

One thing I learned in Zendesk that every new user should know is the importance of understanding ticket flow and ownership.Before taking any action on a ticket, check the ticket details, requester information, conversation history, assigned group, and current status. If a ticket needs to be transferred, first identify the correct department. If you are unsure which team owns the request, reach out to the relevant groups or helpdesk channels instead of transferring it randomly.Using proper assignment, internal notes, and clear communication helps avoid delays, duplicate work, and confusion between teams. A well-managed ticket is not just about resolving the issue—it’s about making sure the right team has the right context to resolve it faster.

Hey Community!We're a higher education institution supporting university students through Zendesk Chat and are currently reviewing our chat service standards. Since students often reach out with time-sensitive concerns and tend to expect immediate responses, we're trying to identify realistic and effective first response time targets for this audience.For those in higher education or student support environments, what first response time goals or best practices have worked well for you? We'd love to learn how you balance student expectations, agent workload, and chat satisfaction. We're also keen to hear from teams in other industries that serve high-volume or high-urgency customer groups, as we're exploring different approaches and would appreciate any lessons learned or best practices that have proven successful in your environment.

What are the implications of the deprecation of API tokens for local development of themes and apps?Currently, I have a `ZENDESK_API_TOKEN` env var set, along with `ZENDESK_EMAIL` and `ZENDESK_SUBDOMAIN`, so that when I run `zcli themes:preview` or `zcli apps:server` it does its magic and I can develop these things locally.How will this work with OAuth? I’ve implemented the new OAuth workflow for the actual apps that I need to so that production environments work, but how am I expected to continue to develop locally once api tokens are fully deprecated? I’d rather get this taken care of now rather than after it stops working.