Discussions

I'm hitting trying to upload an image to existing posts. There was a previous bug here. I tried uploading the same image on a new post and it worked. Please advise! 

Hi everyone,I'm hitting a critical roadblock with the Zendesk App Builder and wanted to see if anyone else is experiencing this.The Problem:I've tried to deploy an updated version (an "improvement") of my existing app. The process did initiate, but the entire App Builder screen freezes completely and never returns. I can't interact with the interface of this particularly at all. The entire browser window containing App Builder becomes totally unresponsive ("frozen"). I cannot proceed with the deployment or open the app for further editing.I've tried other browsers and the results is the same. Always This.

Hey folks! I'm interested in Federated Search for our help center, but it's unlikely we'll get eng resourcing to build an API connection. I'm wondering if folks have found any unique workaround using a third-party tool to connect Zendesk to a Notion database of resources you want to show up in the Help Center?Thanks in advance! -blair

Hello, it is not posible to upload an image to existing posts. I got always an error message even if the file size and type is correct.

Has anyone experienced an issue with removing the placement of articles and the URL indexed in Google not matching the article URL in Zendesk Guide? What recently happened is:  An article was placed in multiple categories and sections  We removed the additional placements for only one placement  When searching for the article, the link in Google search resulted in an error message when clicked  We reviewed the two URLs and the article IDs are not the same, thus the reason for the error message. Is this an issue caused by removing placements of the article or is there something else that resulted in the URL article ID not being aligned? 

Hi, I believe this is a no, but I'm not seeing it specifically in resources. Is there an option to configure the Knowledge app to create articles in a specific brand other then the brand that the ticket is located?  I know we can set the default search filters, but what about the create option at the Knowledge app level. I'd like to avoid making it more challenging for our support engineerings by having them select the brand and then locate the section and keep it at they only need to select the section. 

We have a filter in one of our Zendesk Reports we're trying to automate called submitter role: end-userWe used it to filter out our own internal tickets from actual customers.Unfortunately now that we're trying to use the api to filter by that role, our internal tickets still counts as the role given to the user that made the internal tickets are also end-user.So I wanted to know specifically how that filter actually works?

Following the creation of a personalized form, the problem we had was that the fields, subject to conditions, appeared empty in the client interface. What we wanted was to see only the fields that would have been completed.To prevent these fields from appearing and appearing empty, we have modified the code of the Help center theme's ticket request page (request_page.hbs).Since the value that appears when the field is empty is "-", we have made it so that it is not displayed. #before modification {{#each custom_fields}}<dt> {{title}} </dt><dd>{{value}}</dd>{{/ each}} #after modification #we indicate that if the character "-" is present then the field is not displayed.{{#each custom_fields}}{{#is value "-"}}{{else}}<dt> {{title}} </dt><dd>{{value}}</dd>{{/ is}}{{/ each}} Hope that help!

Hi Team, We are exploring the development of a third-party integration between Google Threat Intelligence (GTI) and Zendesk. Our objective is to automatically push GTI ASM and DTM alerts into Zendesk and create support tickets based on those alerts. However, we have not been able to find detailed documentation or guidance on how to build, register, and publish such an integration within the Zendesk ecosystem. Could you please help us with: Documentation or best practices for developing third-party integrations Steps or requirements for publishing the integration to Zendesk Marketplace Thank you for your support, and we look forward to your guidance.

Hi everyone,Due to the Zendesk Sell shutdown, our team started considering finding a new solution in advance. So, can you suggest any good alternatives to move to and why?Thanks! 

Hello Community,I am seeking advice from anyone who has experience with automatic user provisioning in Microsoft Entra. Specifically, I am looking for guidance on how to handle the updating of phone numbers.My main concern is whether it is possible to synchronize phone numbers 1:1, meaning that the old, no longer valid phone number would be replaced directly by the new one. Or does the system add the new phone number while retaining the old one, even if it is no longer valid?Additionally, is there a setting where we can configure how phone numbers are managed during synchronization?I would greatly appreciate any insights or experiences you can share on this matter.Thank you in advance for your help!

Hi Community,We currently use Shopify’s “Contact Us” form and forward those submissions into Zendesk so they’re captured as tickets and handled by our support team.One challenge we’ve run into is that Shopify does not allow us to customize the subject line for Contact Form emails "New customer messages on [date/time]. Because the subject is fixed, we can’t reliably use subject-based triggers in Zendesk to automatically route and categorize tickets into different Views which impacts workflow efficiency.Has anyone solved this in a clean way? We’re looking for recommended approaches to route tickets without relying on the subject line automatically.Any best practices, examples, or implementation tips would be greatly appreciated.Thank you,

Currently, I am having some hit and miss moments using auto assist for messaging, although thoroughly enjoying myself during the process, seeing positive responses and the possibilities in how this may assist our agents.I am testing this using self written procedures, and those created with the use of Bard, both without the use of creating custom actions (knowledge isn't quite there yet for that), and I seem to have gotten my conversations in a loop during testing.If an agent approves a message to the customer/end-user which may resolve the customer issue, but it has the default action to solve the ticket along with it, and the agent hasn't prepared the ticket for this for this, it seems to create a loop (to use a better word).Every time the customer wrote back, the same message was instantly written to them, providing an not so great experience, and somewhat highlighting, this was not a completely human experience.Origin

Context: The tag ai_agent_automated_resolution is automatically added when a ticket is marked as resolved by a requester.Problem 1: It is added even if, in the meantime, the requester or an agent reopens the ticket and public replies are exchanged. This happens regardless of whether the ticket is resolved or not. Problem 2: It is not removed if, after resolution, the requester or an agent reopens the ticket and public responses are exchanged. This is true even if the ticket is set to Incident Type and Resolved by a Problem ticket (the tag should be automatically removed either when the ticket is reopened or when the next public response is made by an agent).Underlying problem: tickets are considered resolved by AI even though the final response is provided by a human agent. = AI resolution is counted in the automatic resolution counter (unless I am mistaken).Solutions: change the criteria for adding the ai_agent_automated_resolution

I am using ticket.requester.phone as the placeholder in my app which is supposed to pull a user's phone number and then search my company's API for their info to display. I keep getting the error InvalidPathError: Path 'phone' doesn't exist on node ‘requester’ Does anyone know another way to pull this? It works just fine using ticket.requester.emailconst client = ZAFClient.init(); client.invoke('resize', { width: '100%', height: '300px' }); let phone_number; // Use the Zendesk app client to get the ticket requester's phone client.get('ticket.requester.phone') .then(async function(data) { const phone_number = data['ticket.requester.phone'];

How should support tickets be grouped, filtered, and displayed in Zendesk so that agents can work faster and more easily?

Hi, we have noticed that some messages that we sent via the Channel Framework Push endpoint never reach the agent workspace. https://developer.zendesk.com/documentation/channel_framework/understanding-the-channel-framework/push/ After additional tests, we have found that if a user sends more than 30 messages in a short time span (which is not uncommon in some active chats), message 31 and the following messages will not appear in the conversation log. Channel framework still sends us 200 Success as if messages were delivered normally.  We have been actively using the channel framework across multiple apps since 2018, and this issue only appeared recently.   Could you please look into this and remove the silent restriction on the channel framework? Thanks a lot! 

We noticed that when a number of agents try to find archived articles in Zendesk Guide admin, they cannot access the archive.  We recently created a dashboard with one of the tabs being a report to allow us to search thru the archive.  These same agents can get the results of the search and see the archived articles. 1) Why was this implemented so differently in Guide Admin vs Explore? 2) Isn't that considered a permissions issue as we were told only Guide Admins can see the archive?

Problem StatementProject Managers appreciate a visual layout to understand the progress of various tasks related to their project, but this can be difficult to use effectively with native Zendesk functionality. This Kanban app gives users to organize tickets into projects, lay them out across a Kanban board, and edit the tasks as needed. ScreenshotsDashboard Task Board Detail View  Designer's Notes This app will likely take several rounds of back and forth prompts w

Hello, Is ti possible to create a trigger or automation that automatically deletes empty tickets created when users mention us in their instagram story? It's a pain to have tickets in the view that are not actual messages.

Zendesk on Zendesk is a day-long discussion about a specific topic and how Zendesk Support uses Zendesk. Each session is hosted by a member of our Support team. This session is about business rules we use at Zendesk to gently remind customers about tickets, and automatically close them if the customer is ready. It's something we like to call Bump Bump Solve. This session covers: Overview of Bump Bump Solve and how it works Configuration of Bump Bump Solve so you can set it up too Benefits and modifications of Bump Bump Solve over time This session is hosted by Matt M, who is a member of our Support Ops team in Melbourne. See all of the Zendesk on Zendesk serie

Hi there!We are trying the new csat survey with a 1-5 scale, but I only see Good and Bad in reporting, even if it's a scale. Is there a way to see the number picked in the scale or will we only see good and bad anyway in explore? I'd like to see how many 3s for example. Thanks!

Hi Zendesk Community,I'm experiencing an issue with the Zendesk Messaging SDK on iOS where tapping a CSAT (Customer Satisfaction) push notification does not redirect the user to the chat screen.Environment: Platform: iOS SDK: Zendesk Messaging SDK Current Behavior: When a user receives a regular chat message notification and taps it, the app correctly redirects to the chat screen. When a user receives a CSAT survey notification and taps it, the app does NOT redirect to the chat screen. Expected Behavior: Tapping the CSAT notification should redirect the user to the chat screen where they can see and respond to the CSAT survey.Implementation:I'm using the standard implementation from the Zendesk documentation:```let shouldBeDisplayed = PushNotifications.shouldBeDisplayed(userInfo)&nbsp

Hey Zendesk Community, Artificial Intelligence (AI) is everywhere these days, and I’m sure your company is talking about or working on implementing it in one way or another. It’s a big topic, and one we all need to be keeping current with, which is part of why we created the AI discussion topic. To get the conversation going here, I thought it might be helpful  to start by sharing how we're each  using AI at work, or how our companies are starting to implement it. Sharing will help inspire everyone to be thinking about AI , and hopefully we can learn from each other's experiences.I’ll start. I’ve been using ChatGPT to help me summarize content within a character or word limit for social media. ChatGPT has also been a great resource for post suggestions within this AI topic in particular.  For example, I was able to ask ChatGPT to extrac

Anyone here using AI Voice Agents integrated with Zendesk? I’d love to hear about your experience — how well it works, whether it’s worth the investment, and which platforms you’re using. I’m currently considering CloudTalk’s AI Voice Agent. Has anyone tried it and can share feedback (setup, handoff to agents, ticket creation, etc.)?