Discussions

We will be moving two Talk lines from one Zendesk instance to another Zendesk instance while migrating/consolidating accounts. We are trying to understand the potential downtime of this process. Two talk lines from subdomain1.zendesk.com → subdomain2.zendesk.com

Hi! How can I add internal notes in bulk to a specific ticket list?

Is it possible to create a ticket in Jira using the ZAFclient in a Zendesk client-side application? I'm aware that calls to the Jira API cannot be made from third-party websites for security. However, I thought ZAFclient requests going through a proxy would allow me to make authenticated requests to Jira. When making the request, I keep getting XSRF check failed error.

If you want to create professional, branded emails in Zendesk without working with HTML, there’s an easy way to do it.There’s an intuitive drag-and-drop template builder inside the Proactive Campaigns app that lets you design your own layouts, add your logo, choose colors, and structure content visually. You can also maintain a library of templates within the app, including both your custom designs and free, ready-to-use templates, so you can reuse or modify them for future campaigns.Some common types of email templates you can create: Newsletters: keep customers updated with your latest news or content Announcements: share important updates, changes, or releases Reminders: appointment or task reminders for customers Promotions: special offers, discounts, or campaigns Onboarding emails: guide new customers or users through setup or features Follow-ups: check in after support interactions or campaigns If you want to see it in action, here’s a video overview of the template builder.

Hey Team, I am currently integrating the iOS Messaging Zendesk SDK by initialising the SDK with the channel key and launching the ZDKMessaging.instance.messagingViewController on successful initialisation. I am running into an issue there - The zendesk chat opens up with previous message history and flows ONLY on the first launch of the zendesk viewcontroller instance. If I close the zendesk chat, and re-open it, I see the zendesk chat view controller with a no previous messages. I can type the message in the input field at the bottom, however, once I hit send, the message isn't seen in the chat window.   Here is the attached screenshot of how the blank zendesk chat view controller is seen on the second instance.

Hi, It appears that the SupportSDK + Zendesk screens that are created from don't accurately reflect the user's choice of DarkMode. I tried the latest iOS SupportSDK + sample app(s) which at the time of this post is v5.5 here: https://github.com/zendesk/ios_sdk_demo_apps And dark mode is still not supported.  I didn't see anything in the themes either that would help solve this. Is this something that can be raised / fixed on the Zendesk side? To test / verify:  * enable Dark Mode on your iOS simulator device by opening Settings -> Developer -> Toggle ON Dark Appearance  * Run one of the iOS Support SDK apps in this Simulator  * Zendesk screens will all be white + white background Thanks!

Hey everyone!I'm currently developing a Zendesk app using Angular — that's the framework I'm most familiar and comfortable with. So far, I’ve managed to build a small form and display it within my Zendesk environment. The next step is to use the built-in ZAF methods (get, invoke, set, etc.) inside my Angular application. However, I’m running into an issue: for some reason, I can’t seem to initialize the ZAFClient — it always comes back as undefined. I’ve made my GitHub repository public in case anyone wants to take a look (note that everything is still in the early stages):🔗 https://github.com/ojuto/user-management-app1. The SDK is included in my index.html2. I’m trying to access the methods through my service zafclient.service.tsUnfortunately, it still doesn’t work — and now I’m not sure whether the issue lies in my Zendesk configuration or my Angular setup. If there are any Angular developers who’ve integrated Zendesk apps before and could help me figure out what I’m

Hello Team, Please note that we have a mobile application, and we would like to inquire about the technical guidance required for integrating the chatbot iframe into our React Native app.  Could you please advise us on the recommended steps to proceed? We would also appreciate it if we could arrange a meeting with one of your developers to discuss these details further. Regards.

Hi,Is there a way to define a dark mode variant for the app logos?We are required to provide PNG files for logos (320x320 and 128x128), but there is no option for a dark mode variant.If we could supply SVG, we could encode support inside of the file itself, but alas this is not possible with PNG. Any ideas? Thanks!Martín.

Support agents often share helpful links with customers, for example, a knowledge base article, a setup guide, or a form. However, without visibility into link activity, it’s difficult to know if those resources were actually used.Link tracking provides this visibility by showing when a customer clicks a link inside an email. This can help agents understand engagement levels and adjust their communication accordingly, for example, following up when a link hasn’t been opened or refining how information is shared.In Zendesk Support, this can be achieved through an integration such as Email Tracking, which records link clicks and displays them directly in the ticket view. It allows agents to: confirm whether customers interacted with shared content, identify cases that may require additional clarification, and evaluate which links or resources are most effective.

I'd like to scan our end users for identities that are undeliverable so that we can automate rudimentary bounce error reporting. The only method I can think of is to loop through each end user, then loop through their undeliverable count / deliverable value. Is there a way to scan/filter for identities that have been marked undeliverable or that have an undeliverable_count > 0? 

Hi team, the hyperlink from the ticket is not being sent through the webhook.Even though I am using the HTML content field in the trigger:"ticket_data": "{{ticket.latest_public_comment_html}}",the webhook data appears as: "ticket_data": "----------------------------------------------\n\nAbinash Bhatta, Oct 7, 2025, 09:03\n\nTest\n\nAbinash Bhatta" It seems the HTML is being stripped out. I will check this further and update once I have more information.

The Knowledge app only shows articles that are published within search results. Thus, I'd like to explore having all new articles published internally to Agent and admin, or ideally another visibility that we'll set up show the articles is in progress, to make it available in the Knowledge app for all support engineers. This will help improve the article as other users can comment/edit it to improve it based on their experiences, while it avoids duplicate articles from being created.  Can we set publishing permissions at the visibility setting level? Or, is it only at the user level for all visibility options? 

Hey team,Bit of a weird one – we’ve got an end user who emails us daily, but every message just keeps landing in the same ticket instead of opening a new one. The subject line stays the same, but the user says they’re sending fresh emails (not hitting reply). Each day Zendesk just reopens that same ticket. Looking at the raw email source, the messages are coming through Office 365 with Crossware in the mix, so I’m guessing the headers are making Zendesk think it’s all one thread. Has anyone else seen this happen? Is there a way to make sure each new email from them spins up a brand new ticket (without asking the end user to add #new_ticket every time)?

Hi everyone, I’ve been editing some of my reports in Zendesk Explore, but the changes don’t seem to show up on the dashboard. The dashboard is still showing the old version of the report. Do I need to refresh something manually or is there a way to make it update automatically?

Zendesk doesn’t offer a built-in way to remove multiple attachments at once. Handling them one by one can be slow and inefficient, especially with large volumes of files.The Attachment Redaction Add-on in the GDPR Compliance app makes this process simple and flexible. Users can set their preferences, choose what to remove, and process single tickets, users, or entire lists — all while keeping the rest of the ticket intact.Use cases it solves Freeing up storage: Quickly remove attachments that take up significant space without affecting ticket content. Data compliance: Safely redact sensitive files to meet GDPR or other privacy requirements. Inactive or outdated data cleanup: Remove attachments from tickets or users that are no longer relevant. File-type specific removal: Target large media files while keeping important documents untouched (for example).  Custom lists and conditions: Users can create specific lists of tickets or users with their own conditions, making bul

Hello! Is there a way to track the # of unique users who visited the Help Center? I can't seem to find that particular metric. 

Hi Zendesk team, We noticed the Central Admin API appears in your Zendesk Public API - Postman Collection, but it’s missing from the official API reference and the endpoints are under private path: /api/admin/private/accounts/current/Despite the private path, these endpoints are reachable with an API token and are critical for us for automating SAML SSO management (e.g., rotating certificates, updating IdP settings) which we need to do programmatically. Questions: Is this API supposed to be only internal/private, or can be considered public but falling under your Undocumented APIs "policy"? What is the stability/future of this API? Will it be officially supported at some point so can we rely on it for production automation? If not supported, what’s the recommended programmatic approach to manage SAML SSO settings? Any clarification from Zendesk staff would be greatly appreciated as we want to ensure our automation is safe and future-proof. Thank you!

This app connects to a shopify store and displays customer data and ordersProblem StatementSupporting e-commerce can require data that's stored in different tools.  Getting a customer's order status can require many data sources.  Agents can spend significant time switching apps and contexts.  Minimizing that time would increase customer satisfaction and agent productivity. Potential EnhancementsThis app is a read-only version and limited to customer and order records.  A more full-featured app could be more tightly tied with business needs, such as a refund button, a fulfillment option, a cancel feature, and additional recommended products.  This app is well-designed to iterate through additional tabs, features, controls, and further integrations. Screenshots   Prerequisites A Shopify store token with at least read_customers and read_orders scope.  Additional scope items will depend on additional data you wish to receive. &nb

In the Knowledge Base, I have mutliple tags and labels that I would like to narrow down my reports. How can I access these?  These tags/labels are different from what we have in Support Cases, I'm not interested in tickets, only articles. 

Hello, I would like to ask about the "more" tab in messaging that occurs when you are taking 8 or more tickets at the same time. A bit of context, we are using a live chat and integrating it with messaging. So there are a lot of times when our agents have to chat with more than 8 customers at once and for the 9th and so on customers, the tab will push the 1st chat to the "more" tab. Now this has proven quite troublesome for us since there are quite a few unfortunate things that come with the "more" tab. 1. Sometimes tickets that are in the "more" tab don't have any chime on them which makes it difficult for us to know if the customer has replied or not 2. Sometimes tickets that are in the "more" tab don't show the red alert that the ticket has been replied to. Making it difficult for us to keep track of customers' replies. Is this a known problem on zendesk or is there something that can make this happen?,  The second question is for the "bell" icon on messagin

Onboarding a new employee requires a number of steps that require tight coordination and deadlines.  This app creates a checklist of which steps in the process have been completed and allows the agent to see what needs to be done next.Problem StatementUser onboarding requires coordination of many teams, each doing tasks that may be sequential or may be possible to execute in parallel.  Agents need to be able to see where in the process a new hire is and what steps need to be completed to successfully onboard them,Screenshots Prerequisites This prompt is looking for a user field with the ID of 41586677216283 to read the lists of “Onboarding Tasks”.  Please create a multi-select custom User Field, call it Onboarding Tasks, and add your steps to that dropdown.  Then edit the prompt to use your specific field ID.PromptWe are creating an HR onboarding App to assure that each step of the new hire onboarding process has been followed. When the app is opened,

In some cases, email isn’t the best way to reach customers. If you need to share quick updates, reminders, or urgent notices, SMS can be more reliable.In Zendesk Support, sending mass text messages can be done with the Proactive Campaigns app. It allows you to create a list of users or upload a CSV file with contacts and automatically send a single message to all of them directly from Zendesk.Typical use cases include: notifying about system downtime or maintenance, sending reminders for upcoming payments or appointments, contacting inactive users. All messages are sent through Zendesk, and you can see delivery results and customer replies inside the same environment. This helps keep outreach and ticket management in one place.For a video tutorial, check this page.

  An app which gives agent an at-a-glance view of CSAT for their entire brand for some time period, including trends.  It keeps them from having to leave Zendesk, search for tickets or guess what the trend is.  The article gives the prompt used to generate one version of this app. Problem StatementWhen working on a ticket for a customer, an agent may want to know the sentiment over time of the customer, as well as comments made on the customer's tickets after the ticket closed.  Doing so may take them away from the customer's current reply and might involve hunting through older tickets and checking for comments.   If this retreival can be automated to keep the agent focused on the customer , it will improve response time and provide agents with real-time help in understanding this customer in-depth. Screenshots                              PromptWe are making CSAT Dashboard for ag

Hello! We are currently integrating your messaging SDK into our Unity application and have encountered a technical issue with the GetUnreadMessageCountAsync methodHere are the details of the issue:In our usage GetUnreadMessageCountAsync(Action onUnreadCountChanged, bool shouldSubscribe) returns 0 until the user opens the support conversation.We attempted subscribing to the WebSocket event outside of the conversation, but this did not resolve the issue.The method only starts returning valid information after the user has opened the support conversation. Our goal is to notify users of new responses from support agents by displaying a notification dot above the support button. However, the current behaviour of the SDK prevents us from achieving this functionality. Expected Behaviour:We expect that the GetUnreadMessageCountAsync method should return the actual unread message count as soon as the SDK is initialised, regardless of whether the user has opened the support conver