Discussions

Prerequisite:* Admin access Support & Guide* Default Copenhagen Theme* Turn-on anonymous ticket submission* Custom form* Custom fields editable by end users Steps:1. Go to article_page.hbs2. Paste html code (a) in line 1623. Paste script code (b) at the bottom4. Go to style.css (c) then add css code at the bottom5. Publish the changes and test your new theme in Incognito mode   a. HTML - replace subdomain, change the options, values, and spiels as needed {{!-- Article Feedback --}}    <form class="request-form hide" id="article-vote-down-form">        <label for="reason">Sorry about that! What was the issue?</label>        <input type="hidden" value="Article feedback: {{article.title}}" class="hide" name="subject">       <input type="hidden" value="https://subdomain.zendesk.com/{{help_center.url}}/articles/{{article.id}}" name="url">            &nb

Hi Zendesk Team, I’d like to request an enhancement to the ticket comment display in Zendesk. Currently, comments are shown in chronological order (oldest to newest), which makes it cumbersome to scroll to the bottom for the latest updates, especially in long discussions. Would it be possible to add an option to display the most recent comments at the top of the thread? This would significantly improve usability for agents who manage high-volume or long-running tickets. Is this functionality something that's on your roadmap? I’d appreciate any updates you can share. Thank you,Sabine 

Hey, After last Zendesk update on 30th of May our ticket-editor app started to get “max-height=320px” imposed on it. At first it was =360px, and it is hiding the button like on the screenshot. When I started modifying the resolution of the app window, it started to impose 320px instead. I looked through the ZAF/Zendesk dev documentation and all I found is that there is a max-width imposed on some other Zendesk apps (not ticket-editor apps). And it is even more concerning that it started to impose even more agressive 320px instead of 360px.  This didn't happen before 30th May update.  As you can see, the app doesn't have a scroll bar to scroll down to the button either, even though it is set to be like that in the .css settings.  I looked through the 30th May release notes and found nothing on this. What am I missing? Why the max-height suddenly appears there? We don't have this settting in the app, so it must be imposed from the top down.

category_page.hbsに、カテゴリーの一覧を表示する方法はありますか？ category_page.hbsを以下のようにしたいと思っています。・画面左のサイドバーにはカテゴリーの一覧を表示・画面右のコンテンツエリアには、カテゴリー配下のセクションとそこに紐づく記事一覧を表示 カテゴリー間をクイックに移動しつつその配下にあるセクションや記事一覧をクイックに確認できる体験を届けたく、上記のようにしたいと思っています。

Hello,  we are looking to integrate busy/status lights into our system, we are currently using Zendesk talk. are there any know lights that are directly compatible with Zendesk? 

We write some of our articles in HTML using <button> elements to show/hide certain content. Some of these articles are written manually and some are uploaded via API. Around 1 month ago - end April 2025 all button elements were deleted from our articles and on adding new test <button> element to an article it is immediately deleted.This makes much of the content on our articles inaccessible.Appreciate if anyone could shed some light on why this might be happening and how to avoid 

Good Morning, i have a question about Via channel in Api. I try to change the via channel in a ticket by Api methods, but a can't do it. Do you now some code about this? or information related, i read the documentation oficial of Zendesk, but i don't found it.   Thank's!                                 Atte.Lorenzo.Rodriguez

I have a webhook that is subscribed to all message activity. When an end user starts a conversation, I get a post to my webhook at the beginning, and at every subsequent message they type. That all works fine. I want to write a python script that posts back into the conversation after looking up some stuff in my database, doing some calculations, and discovering the answer that the end user needs.So far, the script extracts the ticket ID from the webhook, and then looks up the conversation ID. That part works. Then when I try to use the postMessage API to put a message back into the conversation, I get a message like this back: {"errors":[{"code":"bad_request","title":"should have required property 'content'"}]} Here is the JSON that contains the content property, just like in the docs example:$ curl https://api.smooch.io/v2/apps/$ZD_APP_ID/conversations/$CONVERSATION_ID/messages \ --user $ZD_KEY:$ZD_SECRET \ -d '{"author": {"type": "business"}, "content": {

Hi all! I know Zendesk AI can suggest many object creations like macros and triggers. Can Zendesk AI also suggest views or make views on the fly? I know this is where we're going with Explore reports & dashboards. I am wondering the same if AI has this capability for views too.  I hope one day you can interact with every Zendesk object this way and prompt your way to glory; or the model knows what to build next for you with 1-button build actions. If anyone can shed some light on the AI View Builder topic, please let me know. Thanks in advanced :)

Hi, In our model, our first line team receive all inbound tickets and then escalate to various teams based on the issue. We have first reply time SLAs and metrics for the initial response from the first line team, but I also want to report on the performance of the team being escalated to - is this possible? I guess we'd need something like a timestamp of the first time it was assigned to Group X and then a timestamp of the first agent comment when assigned to Group X?

Hi Zendesk Community, We'd like to have a report that shows the Total % of End-Users who have submitted tickets in specific Regions against a specific team's ticket requests topics to determine if there is a region submitting a higher volume of tickets than others. To accomplish this, we'd like to add the End User count and % of total to the existing report we have for this team, but we'd like to exclude these columns from being included/filtered by our dashboard or report filters. Does anyone know if this is even possible? 

Dear all,  I’ve been trying to add some text in Explore (the dashboard) and link a specific term, like "Show 2 graphs not possible," to this URL: https://support.zendesk.com/hc/en-us/community/posts/4409222532506-Create-report-from-two-different-datasets. However, I noticed that the input field for the hyperlink pops up for a moment and then vanishes, which makes it impossible to link the text. It seems like there might be a bug going on. Could you share any feedback or perhaps some workarounds? Just so you know, I'm using the latest version of Chrome and the most up-to-date Windows operating system—if that helps at all!I’ve got a screen recording I’d love to share, but it seems I can only attach screenshots to my post. If that’s the case, it might be worth considering adding that feature!Thank you.Will

Hi! We have two different ticket types (not a system field) and two different email addresses in our settings. It works fine when a ticket request is sent by email to the different email addresses but when entered by the portal its just the default email that is set to "from". How can we change it to be different when adding diffrent values in our "Ticket type" field?   Can we add the "Via" value on a created ticket some how (I guess this is what changes the from address, right?).   Best regards   // Mia 

The Goal It can be really satisfying (ha) to see all of your CSAT ratings with clear visual indicators for good and bad CSAT in the Reporting section of your instance. As Insights will be removed in February 2021, I thought I would share how we recreated this experience using Explore. Prerequisites  Zendesk Explore Professional Image links for the indicator you would like to use Explore doesn't have a way to highlight the rating name as green or red, but you can add a URL to an image and use that to make it easy to visually identify good and bad ratings. In my case, I chose a green dot for good and a red dot for bad. Instructions  Step 1 Create a new Explore query using the Support: Tickets dataset Step 2 Add the metric COUNT(Rated Satisfaction tickets) Add the following attributes to Rows: Ticket solved - Date (filter: Edit date ranges>Advanced> 1 month in the past to today) You may need to adjust the date filter depending upon the number of rows generate

Hi Team, I'm trying to understand all the algorithms available in ZD WFM, I would like to know the best algorithm you recommend to use to avoid past unexpected peaks to impact future projections.I was trying to use the “Outliers” section, but doesn't allow input and “x” amount of contacts to be excluded, you can only specify the interval range or the entire date to be excluded completely for future calculations. Thanks in advance, Edwin Franco

I am using the `api/v2/deleted_tickets` endpoint, and using cursor-based pagination. I have noticed that the endpoint does not respect any type of sorting. I've tried providing `sort_by`, `sort_order`, and even `sort` query parameters, and the endpoint always returns the results in the same order. With offset-based pagination, the sort is respected. Can someone help with this?

Hi Team, We are planning to build a data connector for Zendesk Workforce Management, but we need the official API documentation, including complete authentication details. Could you please help us with this?Thanks,Vinod

Hi Community,I’m looking to deploy a Zendesk Chat Bot integrated with Microsoft Teams to enhance our internal support process. My goal is to enable employees to interact with the bot directly in MS Teams for basic queries, ticket creation, and updates.Here are some specific areas I’d appreciate guidance on: Deployment Steps: How to integrate Zendesk’s bot with MS Teams effectively? Authentication: Best practices for secure authentication between MS Teams and Zendesk. Customization: Any tips for tailoring the bot's responses and workflow for internal support? Limitations: Are there any limitations or common issues with Zendesk bots on MS Teams? Additional Resources: Links to documentation or tutorials for this integration would be amazing! If anyone has implemented this before or has insights, please share your experience. I’d love to hear your recommendations or any potential pitfalls to watch out for.Thanks in advance!

Hi Community,I’m looking to deploy a Zendesk Chat Bot integrated with Microsoft Teams to enhance our internal support process. My goal is to enable employees to interact with the bot directly in MS Teams for basic queries, ticket creation, and updates.Here are some specific areas I’d appreciate guidance on: Deployment Steps: How to integrate Zendesk’s bot with MS Teams effectively? Authentication: Best practices for secure authentication between MS Teams and Zendesk. Customization: Any tips for tailoring the bot's responses and workflow for internal support? Limitations: Are there any limitations or common issues with Zendesk bots on MS Teams? Additional Resources: Links to documentation or tutorials for this integration would be amazing! If anyone has implemented this before or has insights, please share your experience. I’d love to hear your recommendations or any potential pitfalls to watch out for.Thanks in advance!

I have a Trigger setup to take tickets where a specific Macro was used and set a Due Date field to a number of days later.  We have tickets toggle back to open when the Due Date is Today's Date.Our customers are all businesses though, is there a way to set it to a number of Business Days from now? Basically the same option as below but "Set to a number of Business Days days from now" instead.If not the only thing I can think to do is make our automation that opens the ticket to only set them to Open on a business day. 

Hi all, I've noticed that when other support groups re-route tickets to us by changing the Assignee to our support Group, our triggers don't seem to run. The only condition I have in the “Meet ALL” list is Ticket > Group | Is | My Support Group. The triggers seem to run fine whenever patrons email our support email address directly, but not when tickets are received elsewhere and then re-routed to us.  Can anyone help remedy this? Thanks in advance.  

Hello Zendesk Support Team,We are currently developing a live chat integration using Zendesk. During implementation, we discovered that the system only synchronizes the last 10 historical messages to the Zendesk ticket through pass control. Unfortunately, this is insufficient for our needs — we would like to synchronize historical messages based on a specific time or date range.We’ve found a workaround: after a new ticket is created by a client, we can search for that ticket and insert the desired historical messages as plain text. However, this process is&nb

Hello, Can someone help me please, I am trying to change the colour around my sections on my front page from white to the color below but it keeps default back to white. I adjusted my CSS to update the border color but it does not change. For example I put yellow on the below reverts back to white. .blocks-item { border: 1px solid yellow; Thank you.Anton 

Hi All, I'm trying to find an optimal way to determine how long a ticket stays unassigned within a certain ticket group, on average.  The workflow is as follows: 1.  Ticket submitted2.  Ticket picked up by Tier 1 Support3.  Ticket escalated to Tier 2 Support (group level, unassigned)4.  Ticket is assigned to, or picked up by, an agent within the Tier 2 Support ticket group I'd like to determine the average time it takes to get from #3 to #4 for all tickets daily.

Hi, I am trying to figure out a way to accomplish this and would love some help.We have Macros for Agents to use to pass tickets from one Group to another. These Macros help to adjust the ticket to transition between teams. However, we've found that Agents will avoid using this process and instead manually adjust the Assignee to a different Group, specifically a speicfic person instead of using the macro and its triggers to do its thing. I've tried toggling off "Assign tickets to any group" on the Role level, but this also prevents Agents from using the Macro to change the Assignee. It gives them this error message: We need to allow Agents to change Assignees to anyone in their own Group, but only assign outside of their Group through the Macro. How is this possible?