Discussions

We're currently using On-Hold Time as our main metric when it comes to measuring how fast our internal teams are responding. Currently, the On-Hold Time metric counts the cumulative time a ticket has spent in the On-Hold status. We want to obtain the average difference in the intervals of the responses from our internal teams (through agent comments (either public or private)). How can we do this? Thank you for your support!

I've searched for this and found some similar threads, but I can't quite find what I'm looking for. We have a submit a request form for customers who can't find the answer to their questions. At the moment it's just a form of fields without any introduction text - which would be very handy to set the scene of what our support function can/can't help with. Is there a way of adding some wording/links below the "Submit a request" header, and before the form fields? Thanks

Can Guide articles be marked as "favorites"? Some of my agents would like quick access to the articles they use most. 

for a url ${baseUrl}/users/${user.id}.json where baseUrl = ‘https://{subdomain}.zendesk.com/api/v1’I was able to run PUT request on Postman to edit custom field in the data with ease.The authentication method I used was [Basic Auth]username: {email}/tokenpassword: API token I generated And yet, for a bulk update over the json data, (user list) using either of the script I am getting 401 error1. pm.sendRequest({    url: `${baseUrl}/users.json`,    method: 'GET',    header: {        'Content-Type': 'application/json',        'Authorization': pm.environment.get('auth')    }2.  ----the rest same----   header: {        'Content-Type': 'application/json',        'Authorization': pm.request.headers.get('Authorization')    }Does anyone have advise? Thank you

Hi! I need to know how to hide a form from the 'submit a request' page drop down option, we don't want customers able to select it from the list (we are currently doing a trial by sending them a hyperlink to it through email contact). Customers are not required to sign in to submit a form so we can't use the option of hiding dependant on organisation (saw an article recommending this). Does anyone know how I can do this please? Newbie coder here so not sure how to go around doing this!

I hope I chose the correct topic:  Regarding creating Tickets from email. I am using two tags in my emails to Zendesk #assignee and #status  The #status tag is working well.   I read on the support site that the #assignee should assign the ticket to proper owner.  (it is always myself and i am listed as a technician) The email is spelled correctly.  I would like to figure out why it's not putting me (the sender) as the Assignee.

I've been asked to create an escalation workflow to send a critical alert notification to our IT Team. I will be looking for certain keywords like “Network error”, “not working”, etc. I've got that part. I need to identify these issue types repeated during a certain time period. If these conditions are met, I would execute a notification sending a message to our IT Team. For example if we receive 10 network errors within an hour, I would send the notification to IT. My challenge is how to keep track of these occurrences with specific thresholds and believe that I would execute an automation since it is time-based. Any recommendations on how to have a counter to see if these conditions exists, if so take the appropriate action. If not, reset the counter back to zero. I've been analyzing on the best practice how to approach this workflow. Any help would be greatly appreciated. Thank you!

We are looking at our reopen % in hopes of decreasing it. To do this, we want to look at the individual agents and their own reopen %. In the tickets dataset, it attributes the reopened ticket to the person currently assigned. However, if the ticket reopened and another agent picked it up, this doesn't allow us to accurately see who solved the ticket first (and in theory, caused the reopen). Is there a more accurate way to look at reopened tickets based on who was assigned when it was reopened?

I thought this one would be super obvious, but I can't seem to find an appropriate trigger from the drop down. Use case: whenever an existing ticket is updated with a new message from the requester (not from any of the agents) it triggers a Slack message into a channel to notify an agent that they should check the new response in Zendesk.  What I've tried so far: Assignee | is | [agent's name]Ticket status | Changed to | OpenUpdated via | is | Web formUpdated via | is | Email But this does not work. Also, it doesn't matter if the customer updates the ticket via email or any other method, I just want the update itself to be the trigger.Any ideas?

Hello Zendesk Community, I have been trying to get a metric that will show me how many Open tickets we had at the start of the day (8am) and how many were Open at the end of the day (11pm). Is this possible with the ‘Support - Tickets’ or ‘Support - Updates history’ datasets? Thank you!

Hello everyone, I'm new on Zendesk and I want to "format" the description shown to end users. This is what I have : This is the format I want :    I don't know if it's clear but I want a line break between each parts.   Tell me if you need more informations and have a good week-end   Regards, Loïc Bouvet  

Hello, we create users through an api call when they sign up for our service, but when a user wants to visit the portal  they have to use the “forgot password” to setup a password, I would like to send them a 1 time password to initially log into the portal, then they have to reset their password when they log in, is that possible using the set password api? or does it just allow them to continue to use the password?

Hi! In legacy chat mobile SDKs we had a logic that checks if there is an active chat with the user (in order not to block the app by timeout, what we usually do). We used the below code: chat.providers()?.chatProvider()?.chatState?.isChatting == true How should it look like in Messaging? We can not find relevant documentation

Hello everyone,I'm currently trying to update the user profiles in Zendesk using the Zendesk Messaging Widget authentication and need some assistance.I've created custom fields named "ZipCode" and "BirthDate" in the Zendesk portal. Additionally, I've included these fields in the authentication JWT token. Despite these efforts, the custom fields have not been updated in the Zendesk portal as expected.Could anyone provide guidance or suggest any workarounds to resolve this issue? Your insights would be greatly appreciated. Thank you!    

As an admin, I would like to require fields when agents are submitting tickets that match when an end user submits the same ticket. ie. If required for end users to submit a ticket then they should be required for an agent to submit the ticket. How do I enforce required fields when agents submit tickets? I recently had an agent test a form and they used their agent email to do so. When testing as an anonymous user all required fields threw errors when they were not selected as expected.  The field requirement is at the field level, there are no conditions to override the requirement. When they put their email in the email field using an incognito window (they weren't logged in) they were able to submit the form without completing any fields beside the description field. I have been able to replicate the error for both agents and light agents. To some extent this may be a corner case when it comes to external forms. However, when it comes to internal forms this

In order to prevent customer from submitting tickets to your support after they have churned , ZD suggested this KB article https://support.zendesk.com/hc/en-us/articles/4408886840986-Setting-your-allowlist-and-blocklist-to-control-email-support-requests.One of the stakeholder had question that the manual blocklist might not be scalable and what if we have hundreds of domain to the blacklisted , are there any automations ZD can suggest to handle this query. Thanks 

I'm trying to update a custom field value via the API. I'm using a PUT request to /api/v2/tickets/<ticketID>.json I'm getting a validation error as follows:{ "error": "RecordInvalid", "description": "Record validation errors", "details": { "base": [ { "description": "Incident vs. Service Request: needed", "error": null, "ticket_field_id": 21621964218653, "ticket_field_type": "FieldTagger" } ] } } The “Incident vs. Service Request” field is not the field I'm updating. I assume there some is configuration that is making this field required when updating a ticket, although I can't figure out what that config might be? The field has “Required to solve a ticket” enabled, but I'm not trying to solve a ticket, and there are other fields with this setting which don't cause the same problem. Can anyone help me out? Thanks. 

Hi, I'm using Zendesk Professional. We are in the process of changing products and want to develop new sections and articles before rollout. I know I can create draft articles in existing sections of the knowledge base but can I create a draft section and not have it visible to the public?

We've seen a recent uptick in SPAM emails to our Support channels.I was wondering if anyone had any Trigger/Automation suggestions to prevent an incoming email/chat that contains certain words.Specifically I want to:1. NOT REPLY to the incoming email if certain word(s) are in the subject or body of the email. (so the person sending the SPAM doesn't keep trying)2. Automatically mark it as SPAM or delete the ticket.3. Be easy to modify later as new words need to be addedI thought about creating a ticket trigger that is at the TOP of the list (since they are processed in order) that looks for NEW tickets only that include these custom words.Has anyone else been able to accomplish this effectively?

I need help setting this up for my site. I have already created a comprehensive help centre with FAQs and answers for the most commonly asked questions. Is there a way to automatically scan the FAQ pages and make the questions, prompts and answers for the AI Z bot? Or does all of this have to be done manually? If there's no automatic way, is there a third-party bot that can scan a FAQ page and create the bot questions, prompts and answers. Thank you.

We currently have a many-to-many model, where our users belong to multiple organizations. The reason for this is that we support our clients and our clients' partners in one place. We need our clients to be able to support their partners. To be able to do this, we add all of our clients to their partners' organizations. We recently hit a wall where we reached the 300-organization limit for a single user and we need to find an alternative solution. I've been brainstorming and I came up with a possible structure, but still have a blocker. I create a lookup ticket field to an organization and filter it so that it only shows “client” organizations. When I view that client organization's profile, I see the linked tickets under the “Related” tab. It would be perfect if users could have permissions for related tickets. In this case, the relationship is set through that Organization lookup.I think the only way to fill this gap now is with the API, but I'm not a developer an

Does anyone have an interesting way to detect multiple tickets from a customer in Triggers? I am looking to satisfy a request that if a customer has emailed us again in X days since a ticket was closed, can we do something different with that ticket.

I want to send an e-mail to a recipient outside of Zendesk and I want to have the e-mail sent in the background from the main ticket without creating a side ticket. I want to add the tickets attachments to it and to have a specific subject that takes value from the organizational custom fields. I tried with a target and trigger, but I don't see an option to add the attachments. Any suggestions?

Was wondering if anyone had a good way of setting up views so that tickets are only visible when the assigned schedule is in business hours? We are planning to have multiple schedules set-up for different international time zones and would ideally not like to rely on our agents constantly checking international clocks to confirm if they should be working on a ticket or not. I had been planning to set-up views dependant on whether the ticket was updated within business hours and them then being sent to either an in or out of hours view - however tickets would then remain in the out of hours view when their schedules change to in business hours. I'm hoping someone might have some advice on an automation I can set-up that would switch a ticket from the out of hours view to the in hours view when their schedule changes! Thanks.

Hello Zendesk Support Team,We are currently developing a live chat integration using Zendesk and encountered a limitation related to user identity synchronization between Sunshine Conversations and the Zendesk ticketing system.It appears that Sunshine Conversations (Live Chat) operates on a separate user identity system from Zendesk Support, and we are unable to update the user's name or email via the Sunshine Conversations API. We have not found any official API that allows us to modify these fields directly within the live chat session.As a result, the tickets generated from live chat often display incorrect or placeholder user information in Zendesk Support.We’ve attempted a workaround: after the ticket is created, we use the Zendesk Support API to search for the ticket and then create or update the user with the correct name and email. However, this process is inefficient — it takes at least 30 seconds to complete, which is unacceptable in a real-time support environment.We would l