Discussions

Hi team,In my user sidebar app, I'm trying to add handlers for events such as an update of the ticket requester.My app duplicates some of the default user sidebar fields such as Phone and Locale.I noticed that if I switch to the user sidebar, change the user's locale, then switch back to my app and try to update the requester (with a test button), I receive an outdated requester json where the locale is the one that requester had before the change.// We've changed the ticket requester's locale from English to Spanish // and clicked the button to get refreshed user data: const testButton = document.getElementById('test-button'); testButton.addEventListener('click', async () => { const freshRequesterId = (await client.get('ticket.requester.id'))['ticket.requester.id']; const refreshedRequester = await client.request(`/api/v2/users/${freshRequesterId}.json`); console.log('refreshedRequester: ', refreshedRequester); // refreshedRequester json shows user locale is still Engli

Hello,  we are using a dropdown field for a list of all of our customers and the list grew to over 200. Is it possible when ticket is submitted, to search for the value (name of customer) by pressing the first letter of their name and be taken there? 

When a user, e.g. abc@abc.com, has an existing ticket ZD:123456, irrespective of the status of that ticket (open, pending, close, etc.), and the same user using the same email: abc@abc.com to send another request to the support address with a slightly different email subject and content. Instead of creating a new ticket for the new request, it somehow got consolidated to the existing ticket i.e. ZD:123456. Why is that and how can we avoid that from happening, apart from asking the user to use a completely different email subject each time they contact us?

I'm using zE( "messenger", "loginUser",…) to authenticate users, and I get a null back from loginCallback, so the user should be authenticated. But when the user opens Live Chat, the user is asked for email address and name. For ‘Creating email identities’ I've selected ‘Use both verified and unverified emails’. Why does the user have to enter email address + name?

I was wondering if anyone has set up a PIN validation system for Talk. I understand the IVR feature doesn't natively support this. But what I basically would need is: VIP customers are given a unique PIN code to be able to get in touch with our phone support team The VIP customers would call one Talk phone line and the IVR system would ask them to enter their PIN Zendesk would make an API call to check the PIN code against a list (Could it be from a Google Sheet?)  If the pin doesn't match, it gives a standard "Sorry, your pin number is not recognized, reach out to us via support@support.com) If the pin does match, then the call is routed to a specific Zendesk group ID according to the info on that list. I can't tell if one of the variables here would be useful for this: https://developer.zendesk.com/api-reference/voice/talk-api/ivrs/ Has anyone else set up something like this? Any tips would be appreciated!

Hey all, We just moved to Workspaces and enabled messaging instead of chat. As a start what are most of you monitoring after building your decision trees?  I am however looking for the following as a start (The canned dashboard isn't helpful):  Ability to drill into flows. Eg. if a customer clicks Billing and Payments, need to see what most of them clicked next Drill into what flows were resolved by the flow and not transferred to an agent

The documentation I can find for Requester Wait Time for Analytics/Explore & SLAs states that it is time spent in New, Open and On-hold statuses. There is no mention I can find about the broader status categories and specifically custom ticket statuses. Question: Does Requester Wait Time exclude all statuses (including custom ticket statuses) that fall into the Pending Status Category or only the time a ticket spends in the default Pending Ticket Status? It is critical from a reporting and SLA standpoint to better understand how custom ticket statuses are considered in existing measurements.

In Zendesk tickets, we create multiple email side conversations, is there a way to track the processing time for each side conversation.   I am looking to track the side conversation open and closure timeline?

I’ve enabled the Follow-ups feature in Zendesk, which is supposed to copy the original assignee and group to follow-up tickets. It sets the follow-up ticket's assignee and group (if not already set) to the original ticket's assignee and group.However, I’ve noticed an issue: when agents are out of office, the follow-up tickets are not being reassigned automatically. Has anyone else encountered this?After reviewing the documentation, I saw a note that this feature may not work properly if the Zendesk OOO app is installed and the Force Unassign Tickets checkbox is enabled.My questions: If I uncheck the Force Unassign Tickets option, will it cause any issues elsewhere? Do I also need to uncheck the Prevent Assignment option for follow-ups to work correctly? Any guidance or tips would be greatly appreciated!

We have strict response time SLAs but sometimes a ticket doesn't need a reply, Right now I have a macro “No reply needed” that when applied takes the ticket out of the policy that enforces next reply SLAs However when the customer comments again, the Next Reply SLA needs to be applied again. I have a trigger that will automatically put the ticket back into the appropriate SLA policy The problem there is that the ticket will immediately breach because the next reply sla counts from their original message (that didn't need a reply) and not this new one that does. This then throws off our SLA reports and requires a lot of manual effort to try to work out which were false sla breaches and which were legitimate breaches. Does anyone have a  better way to handle this scenario to avoid a false ticket breach?

Is there a way to report or find all users who have "Can view tickets from user's org"? Just a simple list of all users with this access today and their organization is what I'm after. 

I making an API calls inside the SDK application with the Axios POST method and Formdata, you can in the below code. const axios = require('axios');const FormData = require('form-data');let data = new FormData();data.append('username', 'balu');data.append('key', jhjjjjhjjjhh');data.append('email', 'anish.k@spritle.com');let config = {  method: 'post',  maxBodyLength: Infinity,  url: 'https://opencart.ajithr.com/index.php?route=zendesk/customer',  headers: {     'Content-Type': 'application/json',     'Cookie': 'OCSESSID=0c4898f4cd2a443a21c3fb3324; currency=USD',     ...data.getHeaders()  },  data : data};axios.request(config).then((response) => {  console.log(JSON.stringify(response.data));}).catch((error) => {  console.log(error);}); How can I change this Axios method into a client method? I documentation also can't able to find it.Thanks in advance.

Hi, we want to put a disclaimer on a field's description which is red and ideally bold when forms that use the field are being filled out. I don't mind if to achieve this all field descriptions become bold. Is this possible? I've been playing with the style.css to no avail so far!

How can I set organization and user fields using metadata from users logged into our app within the Zendesk Web Widget and SDKs?I want the customers name, email, phone number, and any other metadata we have to be passed to the proper fields. Not custom fields on the conversation.  The developer documents only show conversation fields: https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/advanced_integration/#conversation-fields

No idea if this information is commonly known, but I couldn't find anything when I quickly looked so I figured I'd share my findings. Anytime I used the satisfaction placeholder {{satisfaction.survey_section}}, I never liked how it displayed: The section is displayed in the center, but the questions in the section are to the left, also I feel that positive should be the fist option and negative the second (and don't get me started on the fact that a neutral vote is classified as a negative… hence me only using 2 options). So, I played around to see if I can make it a little prettier, and open up the opportunity to customize how it's displayed in emails. I checked the url for the survey, the url for a positive vote, and the url for a negative vote, and noticed the only difference being the end bit having a “&rating=_” part. I did a test that turned out to be successful.  I replaced the survey section placeholder with the following:<strong>How satisfied were

Hello, We have given our customers a standard subject line that they can use to raise tickets. Something like this: Booking No. // Request Type// MM-DD-YYYY I want to extract the MM-DD-YYYY and pass that value to a custom field so that we can run SLA based on this field and prioritize case accordingly. Please point me in the right direction on how to do this, thanks!

Hi Zendesk Support Team, We are looking to set up a trigger in Zendesk that activates when the number of tickets exceeds a certain threshold. Could you please guide us on how to configure this trigger? Thanks!

Hola comunidad!Me encuentro intentando crear una métrica que me permita obtener el número de tickets no resueltos en un momento determinado.  Por ejemplo, cada fin de mes quiero ver cuántos hay creados que no hayan sido resueltos.  Por favor su apoyo, gracias

Placeholders in Zendesk (also known as merge tags) are used to automatically insert dynamic content into your messages, such as the requester’s name, ticket ID, or email address. They help personalize communication at scale and are especially useful for bulk email campaigns.However, even a small mistake like a typo (e.g. {{user.first_nam}}), an incorrect field, or a missing bracket can cause the placeholder to break. This results in emails that look unprofessional or confusing to the customer.To help prevent these issues, we’ve added placeholder validation to the Proactive Campaigns app for Zendesk.When composing an email for your campaign, placeholders are now checked automatically: Valid placeholders are highlighted in blue Invalid placeholders are highlighted in red, accompanied by a tooltip that explains the issue This update is designed to reduce manual errors, eliminate the need for repeated test sends, and ensure your communications maintain a professional standard.

I create my Help Center in Zendesk and I publish new Article on it. Now, I want to index those article but because of robots.txt Disallow: /hc  , i can't index the page. I want to know, how to make my help center index to Google.

Hi, I have a situation where I'd like to be able to make changes to an article, and share the "In Progress, Preview" link version of the article with someone. Even if that person is a full admin, though, the preview link generated for me, doesn't work for them. Is there a way to generate a link that does work for another person who has the correct access? Ideally I'd like for a Light Agent to be able to preview the In Progress article. 

 Brands A, B and C.  A and B should accept emails from external domains (customers) and generate tickets into their respective Q creating accounts as required.  It works.   Brand C is internal support only and all emails are to be from our internal domain. It seems currently, if external sender happens to send an email to Brand C address, it creates a ticket in Brand C and admin has to reassign manually (Brand C is private).  I would like to see an “if” flow that redirects external domain emails to say Brand A form/queue  (A and B have crossover support staff).  If not that, then perhaps an auto reply to redirect.  Given the sender might be a NEW end user, this will also be a good start in associating them to the correct group. Looked at a few things in trigger settings for Brand C form to only accept from our domain but didn't find anything obvious to me.   Note: auto ticket assignment business rule is checking if Brand, Form

Last June I changed my plan to Support Team, 1 agent, everything lite.  All my knowledge articles and guide post came to the new plan just fine.The site has largely seen little traffice. A few weeks ago, expecting more traffic soon, I found a need to change my Knowledge and Guide home pages, and discovered that my new plan does not allow editing (customization) of those page templates.  At first I thought, ok, I don't need to change the templates, I just need to change the content of the pages. However, I discovered that they seem to be one and the same thing.  So, now I'm stuck with home pages that are out of date, incorrect, and cannot be modified.  I submitted a ticket on this on April 6, and was informed within a day or so that I might be given temporary access to update those pages. If I had that access, I would greatly simplify those pages to point to “pseudo-home”  page for Knowledge and Guide, consisting of an article and a post, that I could point

So today I am able to auto-cc client users on tickets when tickets are created for the org that they are associated to. I do this by using a web hook in a trigger to add them as CCs. The logic is very straight forward: Ticket is created Org is ClientOrgName The problem is we have some orgs that have multiple products and the user base for each are completely different. So I have one set of people I would want to auto cc for tickets on product A, and a different set for tickets on product B. We do have a product field, but it would only be set if the users created the ticket from our help center. A lot of our tickets come from email, and we use the same email across all products (same group of agents work on product A and product B), so the system doesn't know how to set that field when coming in through email. Does anyone have any ideas on how to accomplish this?

I have done some searching and not seeming to find what I am looking for. I want to use \ in a macro to display a domain login like DOMAIN.LOCAL\Firstname.LastnameI tried DOMAIN.LOCAL\{{ticket.requester.first_name}}.{{ticket.requester.last_name}} In the ticket this displays as DOMAIN.LOCAL\{{ticket.requester.first_name}}.Lastname If I put a space after the \ it displays properly, but I have a space in there and that will cause confusion. Can this be done?