Discussions

I understand that the Zendesk bot generates answers based on the Zendesk Guide knowledge base. Specifically, I am interested in knowing whether the Zendesk Advanced Bot can search for content from specific pages outside the Zendesk Guide, such as our main website. Furthermore, I am curious to know if the bot can recognize content within images on item pages. 

Hello Zendesk team,We’ve been speaking with some of our users, and they mentioned the inconvenience of not being able to copy and paste images into the Zendesk chat.In other words, when a conversation is started and then transferred to an agent, during the interaction, if the user takes a screenshot, for example, and presses Ctrl+C (or right-clicks and copies), they are unable to paste the image into the chat. This means that any image the user wants to send must first be saved to their computer and then uploaded as a file in the chat.Would it be possible to add this functionality?We appreciate your consideration, this would be very helpfull for us and our users.Thanks!

I've recently added a number of Light Agents to our instance. Much to my surprise, these Light Agents show up in the “Assignee” data filter dropdown in both ZD stock dashboards and my custom dashboards. Light Agents can't be Assignee (first bullet item under Light agents can't… on Understanding and setting light agent permissions). So why are they cluttering up this dropdown?

Wondering if anyone using the Generative AI bot in their help centre has experienced their bot providing incorrect article suggestions and if so, what is the customer experience?  We are working on implementing this in a couple of our help centres and have to ask other users what their experience is for our approval process.  Any feedback based on your expereince would be appreciated.  Thanks

Hi Krzysztof Dobrzyński  In this article you mention roll-out ends on August 7, 2025, is that correct ? Because my Zendesk subdomain doesn't have the feature activated yet. On other hand, I work with a client who has it activated, but doesn't have Chat nor Messaging (Legacy version Support Professional + Explore and Guide Professional plan). Can we setup an AI Agent for Email / Web Form without having Messaging activated in the account ?Thank you

I'm trying to add a jQuery function to our theme that will automatically sort a custom dropdown list. I can do it with the baseline dropdown lists such as request priority since they use the HTML option element. But custom drop down lists appear to group their items using an array attribute named data-tagger. Is sorting a custom dropdown list using a jQuery function in our theme doable?

Hi Team,I'm new to the platform. I would like to know the different storage options ZAF offers to store app specific configuration/data to be stored/accessed dynamically. Thanks in advance,Leo

I'm a software developer at planhat.com and we offer our customers an integration with Zendesk. Here is the Planhat app in the Zendesk Marketplace → https://www.zendesk.com/marketplace/apps/support/97448/planhat/, and here is the Zendesk Integration details in the Planhat website → https://www.planhat.com/integrations/zendeskIn short, a Planhat customer can create a Zendesk API Token permitting us to access their Zendesk Tickets, as a result, a Planhat service adds via API a webhook and a trigger to receive Ticket events in a Planhat HTTP endpoint. This flow is working well, and the Zendesk Tickets are synced to Planhat without any issues.My problem is when a customer stops using our services by revoking the Zendesk API Token, there is no way to delete the webhook and the trigger via API anymore, as a result, Zendesk keeps sending Tickets to the Planhat HTTP endpoint.I want to know how to disable or delete a webhook if I no longer have a valid API token. Can we answer a specific H

Need to send message from customized third party application to live agent after making websocket connection. There is no documentation available which clearly specifies how to send message from visitor to live agent.

In the expected flow, we are using our own custom-developed AI Agent, so there shouldn’t be any conversations falling into the “Basic response” mode.However, we are still occasionally seeing tickets that unexpectedly enter the "Basic response" mode.Error scenario:Could you please help confirm why tickets occasionally show the abnormal "Basic response" mode? Thank you.

How does a ticket get categorized as “backlog?” Is it any ticket open longer than X days, or it just any ticket open when the backlog reporting is run each day, regardless of how long it's been open? 

On Zendesk the end-user has to scroll to find the wanted option on dropdown fields, I would like to know how is it possible to make it searchable, I'm open to CODING options as well since I still haven't found a way even with development. I see this post on community: https://support.zendesk.com/hc/fr/community/posts/4409222514330-Drop-Down-Field-Searchable?per_page=5&page=1#comments But it didn't have a reply for a while, I wonder when is gonna become natively available. I used "Q&A - Help center and community for this topic, I wonder if it's the correct one, it seems that the options of topics have changed a lot.

I've inherited Zendesk in my new role and I'm trying to clean up our set ups.  We currently have over 20 different Ticket “forms.”  I don't think many of them are being used but I wanted to use numbers.  Is there a way to run a report to see how many tickets have been created on each ticket form for a specific time period.  

I'm sure this must be common knowledge and fairly simple to do. But for the life of me, I can't figure out how to style the HTML I added to an article with CSS I reated for it. I've created some custom tables with HTML. And since these tables will not appear in every article in our Help Center, I only want to apply the CSS to the specific articles where they appear. I don't want to do anything with changing a global theme.  I added the tables using the source code “HTML” feature. There are no inline styles. I have the CSS in a <style> tag within the <head>. Do I have to put the CSS elsewhere? Is there another location in Knowledge admin where you store a CSS file and refer to it in the HTML head? When I just throw it in above the HTML, I get the empty <style> </style> tags above the unformatted table content in the article.By the way, the code renders properly in browsers.

Hi masters, So… I've used the powerBI connector to grab all tickets currently open and then check all audits for several KPIs and SLA that require that information (and are not available anywhere else…) The think is that with PowerBI connector I always need to get all tickets, even the closed and solved, and only them I can filter them. Even worst, I cannot select the tickets I want the audits for… Basically I take more than 1gb of data and that's just ridiculous. I believe that, using directly the search and audits API's I'm able to directly request just a subset of this data (and even take care of pagination and stuff), but the thing is that it still takes a lot of time pushing the information (although the information retrieved is less than 20%).  Could someone confirm me if this is the best approach? Or I'm missing some extra step?  Edit: Not sure why it was taking so much time the second time I refreshed without the Connector it was  A LOT f

I would like to update the formatting of text in a View.  Specifically, I want to change the size of the text used in the Group By headings.  Is this possible?

Hello. I'd like to set up bulk redirects (100s) from our Intercom to Zendesk. How do we do this and is there a request limit we need to consider?

 Here is a script that exports Zendesk Guide Article information as a CSV: https://github.com/scotthavard92/Zendesk-Help-Center-Export-Scripts This tool uses the Zendesk Help Center API(https://developer.zendesk.com/rest_api/docs/help_center/introduction) to pull Guide Information and populate it in a csv file. This will output values such as Article Id, Article Title, and Vote Count. The output looks like: Here is a nifty video overview and instructional: https://youtu.be/nGYQwV-kpyE Let me know if you have any questions!  

Hi I managed to make a provisioning og managers from AAD to a custom user field. BUT the manger is shown as their Azure ID, not name or email.  Is there anybody that could help me sort this ?  

Hi,I'm prepopulating a multiselect dropdown in the customer portal (Knowledge) when the customer clicks “submita re quest”. I don't want to let the customer change the value but i want them to see it.I'm using the latest version of the Copenhaghen theme. I was trying to disable it using javascript but it doesn't work. I also tried using the props:let result = props.requestForm.ticket_fields.find(({ name }) => name === "request[custom_fields][123456]"); result.isDisabled = true;and it doesn't work.What is the best way to disable it if it's possible with the new theming API?Thanks.  

Is there currently a way to set the zIndex for the button but not affect the messenger open state? We have a use case where ideally the button would fall behind a sticky CTA element, but the open state would still appear on top of all elements so it could be easily interacted with and closed. We are currently setting the z-index with the following, but it's setting the zIndex for all iframes (as the docs state that it will). window.zE('messenger:set', 'zIndex', 123); Thanks for any info.

Hi Community!If a customer emails Support and CCs other people, and then one of those CC’d people replies separately without the customer on the thread, the customer (original requester) will still receive the reply in Zendesk.For example, if customer John emails support@example.com and CCs michael@example.com and engineering@example.com, a ticket will be created in Zendesk. Then, if Michael goes directly to Gmail, removes the customer from the thread in Gmail, and sends an email (which he intends to reach only Support and Engineering - which is why he removed the customer), the customer still receives Michael's email because they are considered the original requester linked to that ticket in Zendesk.If Michael removes the customer from the thread in his own Gmail account, we want only the people who are still CC'd to receive the email, not the customer. Is there a way around this?

We integrated the AI bot with our telephony service. Our aim is to automatically retrieve any entity saved on the bot's session (e.g. a customer name, call reason, etc.). We are of course able to send any kind of entity or result via a pre-defined dialogue or process as an API call. But this is complicated, customers need to know which variables are being gathered in the flow and it takes time to set up. Therefore, this isn't what we are looking for. We would like to automate this process. Ideally, we receive the bot's answer together with the available sessions via the webhook. Or we have an entpoint that allows us to retrieve all available sessions. This way we can further work with this data in the next part of the call interaction. We were made aware that the more or less retired Action feature could be a solution here but that it isn't being developed further. Looking forward to your answer.

We are moving from a legacy system and splitting out into Zendesk support for Support, and Jira for our software development teams.  We have tested the Jira Integration from Zendesk and it seems to work. We would like to (during import to Jira and Zendesk) import the Jira ID on the zendesk tickets being imported so we don't have to link them manually. Where is the Jira ID stored in Zendesk (so we can populate it) when using the Jira Integration app?   I've contacted Jira and they said it's not stored on their side.  They said it would have had to be done with a custom field, but one isn't set up on the Jira side, but the integration is working.

I would like to request a feature that allows for the translation of individual paragraphs within a document using Zendesk Copilot. Instead of translating the entire article at once, it would be helpful to select specific sections and translate only those. This would ensure that previously edited parts remain unchanged and only the selected text gets updated.