Discussions

What are the most effective ways to customize Zendesk workflows and automations to improve overall customer support efficiency? I’m interested in tips on setting up triggers, macros, ticket routing, SLA management, and any integrations that have helped streamline processes. If anyone has examples or best practices from real-world implementations, I’d love to hear about them.

Will there be changes to the Zendesk admin cert notification that reflect changes to Transport Layer Security (TLS) certificate lifespans as mandated by the Certification Authority Browser Forum (CA/Browser Forum). The CA/BF has established a phased approach to shorten the maximum allowed lifespan for new certificates: Until March 15, 2026, the maximum lifespan is 398 days. As of March 15, 2026, the maximum lifespan is 200 days. As of March 15, 2027, the maximum lifespan is 100 days. As of March 15, 2029, the maximum lifespan is 47 days. I want to make sure that anyone managing our Zendesk is appropriately notified when certs are updated and have not seen an announcement about this notification feature being updated. Is it currently a time-based trigger, or does the notification trigger based on the actual expiration of the uploaded cert?

See my screenshot. Only the "Everyone" option gives access to the AI messaging tool to train on. 

Hello!  We're looking to create interactive guides in our knowledge base, so that customers can click through a series of questions and answers specific to them, instead of having to read a lengthy worded article. I have looked at a few apps that can be integrated with Zendesk. Stonly specifically is at the top of the list for us. But I was wondering if there were other options anyone else has come across? Or if anyone's been able to create this in the KB provided by Zendesk. Interested to hear what others are doing. Thanks in advance for commenting!

I appreciate your time and for your feedback. I recently enabled the service catalog on our help center. In that service catalog, I created onboarding and offboarding forms with custom fields to capture free text as well as fixed values from our end users. When a form is submitted, these fields and their values show on the left panel. This makes the UI hard to work the ticket for our agents. In addition, the only entry showing in the description field is a link back to the onboarding form. I suspect the same behavior of our offboarding form. My question is: How do I get the fields and values our end users selected/entered to show in the ticket description?  Any direction to posts or documentation is appreciated.

Hello!I am embedding Zendesk Web Widget in the application. The embed is simple:<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key={myKey}"> </script>.The script is executed; the ze-snippet object is created and it makes a request to the https://ekr.zdassets.com/compose/{myKey} but the response 400 Bad Request. Can you highlight please any points I might have missed with the Widget? 

I am trying to figure out how to do an hourly chart showing a percentage of two running totals.The running totals are "incoming calls" and “Call wait time (sec)) <= 59”.  This gives us our SLA percentage. We want to be able to see the OVERALL SLA hourly in the chart, NOT the SLA for the hour segment. I have played with Result Path Calculations based on running total with no success.Paying for a custom formula is not going to happen as this type of formula should be able to be created within the report tools. I would appreciate any help or advice possible.

This behaviour can lead to issues since the user can send messages before completing the automatic messages and the data is not added to the support ticket.  Input field should be disable dy default when the covnersation view is opened.

I had a customer ticket that had a broken link to the screenshot they'd attached. Issue reported by email. (the image appears as a small grey/green image icon with the corner cutoff) I had some back/forth messages with the customer. The next day or so, the image appeared correctly. (that was the next time I checked in on the ticket status)There are no events on the ticket between yesterday it not showing and today it being visible… I have seen this on a couple of tickets. Previously, I think the image has disappeared/appeared several times with no apparent reason why it is or isn't present.  Any ideas on the cause or fix??

Is there any API available to see the list of an agent's product access/roles and also add / remove product from this list?

Hi Team,We are currently using Twilio voice calls to connect users with an AI voice agent. We want to implement a warm transfer where the live call is transferred from Twilio to an available Zendesk agent, along with the full conversation context.At present, when we attempt to connect Twilio to a Zendesk group, it only creates a Zendesk ticket and does not transfer the live call to a human agent.We are looking for guidance on how to enable a true warm transfer of the active call from Twilio to Zendesk agents.

Hi again! I wanted to make some changes to our category pages.. there are several sections where Zendesk provides a "See all N articles" link when the full list is only 2 or 3 articles longer. I dislike getting shuffled off to another page just to see their titles. Even worse is when there's only 1 more article and it could have just been listed where the "See all..." link is! So let's change all that with some JavaScript.  :-D My help centre has one particularly enormous section, so there's also a size limit on this which you can change to suit your tastes. Depending on your CSS, it'll look something like this: And here's the magic to add to your 'script.js' file: // Zendesk Guide category pages with expandable listings// author: Ashleigh Rentz, koresoftware.com// license: https://mit-license.org/window.onload = function() {

The crash happens on the latest iOS SKD 2.36.0. - 73% - iOS 18; 14% - iOS 17; 13%- iPadOS 26; Fatal Exception: NSInternalInconsistencyException The collection view's data source returned a cell without a reuseIdentifier. Cells must be retrieved by calling -dequeueConfiguredReusableCellWithRegistration:forIndexPath:item: or -dequeueReusableCellWithReuseIdentifier:forIndexPath:. Collection view: <UICollectionView: 0x15ba7ce00; frame = (0 0; 402 768); clipsToBounds = YES; gestureRecognizers = <NSArray: 0x16963cea0>; animations = { bounds.size=<CABasicAnimation: 0x16902b040>; bounds.origin=<CABasicAnimation: 0x1690299a0>; }; backgroundColor = <UIDynamicProviderColor: 0x10b6c6480; provider = <__NSMallocBlock__: 0x1132d4fc0>>; layer = <CALayer: 0x14d255bc0>; contentOffset: {0, 7213.333333333333}; contentSize: {401.99990000000003, 7613.333333333333}; adjustedContentInset: {56, 0,

We are using the latest The Zendesk Messaging SDK 2.36.0, and we see a lot of crashes per day.  This is the highest crash in our app. A few insights from Firebase to investigate the crash:- The crash is happening in 95% on iOS 18,  3%-iOS 26. - 0% on background- in the previous SDK version, we saw this crash but the number of crashes was very low. But the number grew a lot in 2.36.0.Crashed: com.apple.main-thread 0 ZendeskSDKMessaging 0x3d508 specialized LayoutModel.insertItem(_:at:) + 177 (LayoutModel.swift:177) 1 ZendeskSDKMessaging 0x32004 specialized StateController.process(changeItems:) + 777 (StateController.swift:777) 2 ZendeskSDKMessaging 0x36258 CollectionViewChatLayout.prepare(forCollectionViewUpdates:) + 758 (CollectionViewChatLayout.swift:758) 3 ZendeskSDKMessaging 0x371d0 @objc CollectionViewChatLayout.prepare(forCollectionViewU

Currently messaging is lacking a lot of important metrics that were previously available to us before when using chat. This makes it a lot harder to track agent activity. As an example, while multiple agents can answer the same ticket, we can only track it to one person because only assignee is availble as a metric. Trying to use the updates dataset is also not helpfull because it seems the replies from agents are not saved to their names but under the system. We would like to be able to track individual replies by agents as well as things like response times, when the messages were sent and how many per ticket.

According to /admin/account/billing/subscription page my subscription is Product: Support, Plan: Team. However, my Community profile displays Plan:Professional Trial. I have set an account's user type as staff member in agent view. Their support role is displayed as 'Contributor' in admin view. I've set that user as a follower to a ticket. My 'Your followed tickets' view doesn't display the followed tickets to users of that type. The view appears to work as expected for users with an Agent type support role. My view conditions are: Tickets > Followers > Contains at least one of the following > (current user) Ticket > Status category > Less than > Solved Is this issue related to my plan? Do I need to upgrade to Professional for it to work?

Hi! Please add the ability to utilize an a. b. c. list and not just bullets or numbers.  Also, would be HUGE if you all added image annotation ability within the platform. Many other platforms house these abilities, and its wild to me that your KB article editor does not.

An app which gives admins a view of the submitted custom CSAT rating (e.g. 1-2, 1-3, 1-5) submitted for each ticket.  It includes trending over a period a table of all the tickets with a CSAT rating.  The article gives the prompt used to generate one version of this app.Problem StatementCurrently Zendesk Analytics (aka Explore) doesn't provide admins and agents the ability to view the submitted CSAT scaling rating at the ticket level. Only Good or Bad satisfaction ratings are provided. This app solves for this current gap in Zendesk Analytics. ScreenshotsPromptBuild a Zendesk Agent App that reports on our custom CSAT sc

Looking to get some assistance/pointers on how others are reporting on who actually created a ticket.  I have tried using this article however the submitter fields are not reporting on who generated the ticket.  For example there were three cases it said I created but I only re assigned the cases instead of generating them.  I can get partially there with the channel field but it doesn't give me the specificity I am looking for.  Thanks!

Hi, we are missing the Web widget classic on the Zendesk Admin. Does somebody know how we can activate it and what implication does it have? Do be more precise if I go to Channels → Classic → there should be the classic web widget in which you can utilise the custom forms but on our side is missing. 

Hello, It seems like customer's can't received our email. Is there anything that we can change and update on our settings? 

Please let me know how to do settings for using Zendesk AI chatbot correctly. We applied to Zendesk and got the feature to provide AI chatbot to our customers today. The widget was displayed on our Guide, but we thought it was not working correctly. Because the bot said the following message in Japanese. "Sorry, we were unable to answer your question. The following topic may be helpful."Whatever the question, he answers same. How can we get the answer based on our Guide?

Hi!I'm working on a Zendesk App that when the user clicks on an “install” button, it will install a ZIS bundle and create a webhook.The installation process is: * Go to Admin Center * Add a private app * Add the corresponding configuration: secure settings for two api tokens provided by the customer * Click install * Go to Support view * Open the app * Click on install (this step is the one installing the zis bundle and the webhook) By using OAuth with the Zendesk account I'm able to do this without any problem and /or compromising any credentials. My problem:I need to pass the secure setting token, mentioned in one of the installation steps, create a ZIS connection to be able to use it when installing the bundle and also include it in the authentication data to create the webhook. Like this:ZIS:

In the new editor, we've recently discovered lists are now getting the tag data-list-item-id for example <li data-list-item-id="e2ff5718d5e4b95bd4953d3d5ba603e6a"> If we clear the data-list-item and then save, it will be regenerated. Why is this being added? It is cluttering up the HTML view. 

Good Day, I am attempting to create a Zendesk Community Post Published event trigger that will then send a slack message to a private channel. I have it working when I am testing the payload, however there is no way to save the payload that I want to send. As well, there seems to be no way to create a trigger from a community post publish event. It seems that the Zendesk Events Webhook, cannot then send data externally, however the Trigger/Automation webhook doesnt have access to community post events.  I understand that triggers might only be used for tickets, and