Discussions

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.

Problem StatementThe Print Ticket History app provides bulk ticket export and print functionality directly within Zendesk Support. It allows agents and admins to search for tickets by user criteria, select individual or multiple tickets, and export them as a PDF, with an option to hide internal notes from the printed output. Location: nav bar. PromptCreate a `nav_bar` app called "Print Ticket History" that lets agents search Zendesk Support tickets by requester (name or email), select a batch with checkboxes, and download those tickets as PDFs (a single PDF for one ticket, a ZIP archive for multiple). Match the exact behaviours, layout, and PDF format described below — earlier builds got several details wrong, so the wording here is deliberately strict. **App settings**1. Add exactly one install-time parameter in `manifest.json`:   ```json   {     "name": "hide_internal_comments",     "type": "checkbox",     "default": false,     "required": false   }   ```   The `type` MUST be `checkb

Problem StatementThe Project Management app is a ticket sidebar application that provides parent-child ticket relationship management directly within the ticket view. It allows agents to create and link child tickets to a parent ticket, enabling teams to break down complex support requests into smaller, trackable sub-tasks without leaving the active ticket. Location: ticket sidebar PromptCreate a ticket_sidebar app called "Project Management" that turns any Zendesk ticket into a project parent, creates linked child tickets (one per group), groups them by a shared `external_id` and a custom field value, and lets agents view, create, link, and remove project tickets from the sidebar. Define eight app parameters in the manifest so they appear on the app's installation settings screen:- `Custom_Field_ID` (type: text, required) — labelled "Custom Field ID". Help text: "ID of the custom ticket field used to store the project identifier." Key name uses underscores and mixed case exactly as sh

Given the need to secure attachments in Zendesk, we have implemented format restrictions, but we cannot completely prohibit the sending of attachments, particularly via email. However, on contact forms, we wish to remove the option for users to upload attachments. We have hidden the section using JavaScript code, but our security teams, when testing, successfully bypassed the scripts and attached a file. So what does Zendesk offer to disable the addition of attachments via configuration rather than JavaScript?

Hello,I'm trying to integrate Zendesk Messaging with my own backend system.My requirement is to make a single HTTP request to my external system when a chatbot conversation (or messaging session) has ended. The external system only needs to be notified that the conversation/session is complete—it does not need to send or receive any messages, interact with the bot, or involve a human agent.I've looked at the available Conversations webhooks (such as conversation:message) and the documentation around messaging sessions, but I haven't found a clear event that indicates the end of a chatbot conversation or messaging session.Could you clarify the following? Is there an event or webhook that is triggered when a messaging session or chatbot conversation ends? If so, can it be used solely to notify an external system via an HTTP request? If there is no such event, what is the recommended way to detect that a chatbot conversation has ended so an external API can be called? For context, we

Problem StatementThe Sidebar Search app is a ticket sidebar application that provides in-context search functionality directly within the ticket view. It allows agents to search across tickets, articles, comments, users, and organizations in their Zendesk without leaving the active ticket, with support for both basic keyword search and advanced filters such as ticket status, date ranges, and assignee. Locations: ticket sidebar, new ticket sidebar PromptCreate a ticket_sidebar app called "Sidebar Search" that lets agents search their Zendesk Support instance for tickets, users, and organizations directly from the ticket sidebar, with both basic and advanced search options including status filters, date ranges, assignee filtering, and brand filtering. Add two settings to the app so admins can configure them during installation:- `custom_fields` — labelled "Custom field IDs". Help text: "If you would like the app to suggest the value of custom ticket fields, specify their IDs here, separa

Hi allWe have a system which is on the following platforms:.NET Web application. Android (native). iOS (native). Android and iOS (.NET Maui).Users login to whichever platform they want to use and are authenticated using our own authentication code. I want to make some of the knowledge base pages visible only to our users and I am a bit confused about the best approach to take. I have seen some mention of SSO - but I can’t quite work out if that will work for this scenario and couldn’t see clear implementation instructions. Will our users will then need to create a separate Zendesk account for this to work, and also which option would be the the most suitable.Would be interested to hear from anyone who has got this working.Thanks

Hello, Looking for the best way to do this in Zendesk:Goal: When an agent answers a call in Zendesk Talk, I want their screen to automatically open the customer's existing open ticket specifically the one the customer originally submitted via our Help Center web form so the agent has the full context the moment they pick up.What we're seeing:- On an inbound call, native Talk creates a new call ticket instead of opening the customer's existing Help Center ticket.Questions:1. Is there a native Zendesk Talk setting to open/associate the call with the requester's existing open ticket instead of creating a new one?2. If not native, has anyone achieved a true screen pop of a specific existing ticket on call answer — via an app (Zendesk Apps Framework), Talk Partner Edition, or a third-party CTI? Customer phone is on the user profile (and in a ticket custom field). On Agent Workspace.Thanks!

Thanks to some great feedback from a community member in Reddit, I learned that a desired capability for Zendesk Voice is to be able to pre-schedule changes to voice/IVR greetings. That member described a great problem statement: on a company holiday, they must still log into Zendesk and manually flip their voice greeting from one to another to acknowledge the holiday, interrupting their own day off. I noticed that greetings can be managed via API, which led me to try and experiment with managing them via an App Builder app. I prompted App Builder to build an app that let me:Pre-schedule changes to my greetings, including a date and time Schedule recurring changes to my greetings, such as flipping to a weekend greeting every Friday View, edit, and manage upcoming scheduled changes before they execute Track historical updates made via schedule, including the Admin who scheduled the changeI opted for a sidebar app, which laid out the Scheduled, Historical, and Recurring changes quite wel

Has anyone had any epxerience with using the Microsoft Zendesk Ticket Connector?Zendesk Ticket connector overview - Microsoft 365 Copilot connectors | Microsoft Learn

I added the messaging web widget to my app and login users if they are authenticated: window.zE('messenger', 'loginUser', function (callback) { callback(token); })   when the user clicks to open the chat for the first time, it creates a ticket for them even when no message was sent on their end. why is this?   

Will Zendesk provide a dedicated dataset, reporting capabilities, or API access for Knowledge Copilot activity? Specifically, we are interested in understanding whether usage metrics, user interactions, AI-generated responses, feedback, and other performance data will be available for reporting, analysis, and continuous improvement of the knowledge experience.

If you've been trying to authenticate a Custom Action using your own Zendesk account as the OAuth provider, here's a step-by-step guide on how to get it working that I got from support. I couldn’t find a good single resource on how to do this especially with the announcement of API Tokens going away so wanted to share with the larger community. This is for how to get the “Connection” setup for Action flows but would likely work for other areas to be used to replace webhook actions as well. Step 1: Create the Zendesk OAuth ClientGo to Admin Center > Apps and Integrations > APIs > OAuth clients and click "Add OAuth client".Configure it with the following:Set Client kind to Confidential Set the Redirect URL to: https://zis.zendesk.com/api/services/zis/connections/oauth/callback(Note: the subdomain is always zis, not your own account's subdomain) Copy the Secret value and store it somewhere safe — you'll need it in Step 2(For a full reference on each field, see: Using OAuth authen

What are we building?This app shows your assets and allows for a .CSV export file. Performance may be dependent upon how large your asset inventory is, so be mindful of that when building.Why are we building this?Currently, assets can only be pulled out of Zendesk through an API. For users who are uncomfortable using an API this can be a challenge.Screenshot:  Prompt: List all of my assets (use GET /api/v2/it_asset_management/assets)Include pagination options for large inventories.List them in a table with configurable and sortable columns. Ability to click on an asset and see expanded view of more fields and related events and tickets. have an "Export" button on the main table that allows for a CSV export of the main table. assets will return a user ID in user_ID, and a status id in status_id. Use v2/it_asset_management/statuses to map status_id to status name.Use v2/users/show_many?ids= to map user_id to user nameIf a user_id doesn’t return an object, render as “Deleted User” in app

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.

We are just about to move from Intercom to Zendesk and to my absolute surprise it seems to be impossible to use the Email From (Sender) adress in any kind of filtering, routing or Business rules. I found the below thread in this forum dating back som years...and it still does not seem to be resolved?!?!https://community.zendesk.com/ideas/trigger-conditions-sender-email-address-5377/index3.html?tid=5377&fid=None Except using the organization domain as the filter, which is very blunt, has anyone come up with another type of solution that takes ZD into the standards of email handling? Configuring this outside ZD in an email server is not a good option for us.@Zendesk - When will this standard feature be implemented?? Cheers,Jens

As AI becomes a key channel for delivering answers, our approach to content is shifting from simply creating more content to creating smarter, structured, and more useful content.Earlier, content creation was mainly focused on documenting information. Now, we focus on making content easier for both users and AI systems to understand by improving structure, clarity, and consistency. We are working towards creating content that is searchable, well-organized, and provides direct solutions to user needs.We are evolving our content strategy by: Reviewing existing content and identifying gaps, outdated information, and areas that need improvement. Creating content with clearer titles, structured sections, and simple language to improve discoverability. Updating content based on user queries, feedback, and common support challenges. Maintaining better content governance to ensure information stays accurate and relevant. To decide what content needs changes, we look at: Frequently asked

Hi Team, We’ve definitely started thinking differently about content now that AI is becoming a common way for customers to get answers. Instead of creating long articles, we focus on making content easier to scan, with clear headings, short sections, and direct answers to common questions.One thing that has changed is how often we review our help content. If we notice customers asking the same questions through tickets, chat, or community posts, we update those articles first. We also try to keep information consistent across all channels so AI tools can surface accurate answers.AI helps us with drafting and organizing content, but we still rely on human review before publishing. Accuracy is important, especially when product features or workflows change.To measure success, we look at customer feedback, article usefulness, reduced repeat questions, and whether customers are finding answers without needing to contact support. When fewer people ask the same question and feedback improves

I’m trying to understand how other Zendesk teams handle this workflow.For weekly or monthly QA/SLA reporting, do you ever need full ticket comments, audit events, and ticket-level metadata in a flat Google Sheet?I know Zendesk has native export, Explore, and connector options, so I’m specifically trying to understand whether these already solve the workflow well enough.Questions: Do you need full ticket comments or audit trail in Sheets? Is this recurring, or mostly a one-time export? What do you use today: native export, Explore, Google Sheets connector, Coefficient/Coupler, API script, or manual CSV? What still takes time or breaks? I made a small fake-data sample to show the output format I mean:https://docs.google.com/spreadsheets/d/1GIhL43a2tom7JPayl29Ng9UENOC22Jds66qcp7kdCKw/edit?usp=sharingI’d appreciate comments on your current workaround. I’m not trying to sell anything here — just checking whether this is a real recurring SupportOps problem or already solved by existing

Can anyone from Zendesk clarify or point to any article that explains if or what changes to  Help Center & Gather are captured in the Audit logs?  As a the public facing KB/Access point I find it odd that there appears to be zero loging in the audit logs for theme changes, them edits, etc.... I hope this is a oversight in documentation, else this enterprise tool has a MAJOR gap.   -Dk