Discussions

Hi.I want to set up a trigger:If a specific domain send an email to our support mail address, then it needs to be routed to a specific Zendesk group. However i cant find a condition based on domain. I have added the domain to the organization.Is this possible?This is is Zendesk Support.

Hi champs!As specified in this doc (https://developer.zendesk.com/documentation/apps/app-developer-guide/manifest/#gaid) I added my google analytics to my Marketplace application.I do see events like “first_visit”, “page_view” etc on Google analytics etc but I had questions about the rest:“form_start” seems to fire when the user selects the plan, at the stage where it’s required to select their Zendesk subdomain. Can you confirm? Is this the last event that the page fires before the user navigates away from this page? I’m searching for the best conversion event for advertisement campaign that I’d like to launch - Is any event for when the app is installed by the user or is the form_start the last ? LMK if you need more information

Hi, I’ve created a custom category called Anything Macro. The purpose of this category is to detect when an agent has used a macro so that Auto QA can review it. However, it isn’t currently identifying when a macro has been applied by an agent.

Hey there,I have not seen anything yet in my reading but posting just in case. But is there a way to use the Action builder to connect a JIRA ticket to the JIRA app you all have built? Since I have a workflow that creates the Jira ticket and posts the ticket number as a comment but trying to remove the step of an agent then having to link it manually. Trying to see if it’s possible to add that as a step so the agent only has one action to take.

Hi everyone, Not sure if this is the right place to share this "bug" or if it has already been shared, but I couldn't find anything regarding it. Often people in my organization tag me in tickets when they need additional support, I get an email to let me know and I jump in the tickets and normally answer in an internal comment. Recently in one of these cases, after leaving my comment, I went to archive the email, but before doing so, I mistakenly reacted to that email in Outlook. Today I found out that when I reacted to that email, it was commented publicly in the ticket, as you can see in the image below. Does anyone know a way to prevent this from happening within Zendesk? Or is this something the Zendesk team is aware of and has plans to address it?  

Hi Zendesk team,I’m currently building reporting around our use of Agent Copilot (Auto Assist), and I’m trying to better understand how to accurately define and extract “eligible tickets” for AI suggestions.Specifically, I’m looking to identify:The set of tickets where Copilot could have generated a suggestion, regardless of whether a suggestion was actually surfaced or accepted.I’ve reviewed the available dashboards and metrics, including:“Enriched tickets” in Intelligent Triage Auto Assist usage metrics (auto assist vs non-auto assist tickets)However, I’m not sure if either of these directly represents the population of tickets where AI suggestions were eligible to appear.My questions are:Is there a field, attribute, or dataset in Explore that identifies whether a ticket was eligible for Copilot suggestions? If not, what is the recommended way to app

NEED HELPI tried uploading react app on zendesk but getting error manifest.json:{  "name": "Customer App React",  "author": {    "name": "Mohit",    "email": "myemail@google.com"  },  "defaultLocale": "en",  "private": true,  "location": {    "support": {      "ticket_sidebar": {        "url": "http://localhost:3000/",        "flexible": true      }    }  },  "version": "1.0",  "frameworkVersion": "2.0"}I first run this command : npm run buildThis created one folder dist which have only one folder by the name assetsAfterwards I run this command : zcli apps:create ./distThen got

Description: We are trying to transition from our trial to a paid Zendesk plan immediately, but we are being blocked by a persistent technical error on the billing page.The Workflow Failure: We land on the "It's time to select a plan" dashboard. We click either "Compare plans" or "Buy trial plan." Instead of the checkout/selection page, we are met with the following error message: "There’s a problem loading the page. Try it again or contact Zendesk Customer Support for help." Steps already taken: Cleared browser cache and cookies. Attempted to access the page via Incognito/Private mode. Tried multiple browsers (Chrome, Firefox, Safari). Attempted to reach out via the Zea bot (who claims to have created a t

Hi Zendesk Support,                                                                      We are a data integration platform (Adverity) and are reporting an issue with the Ticket Metrics API (GET /api/v2/ticket_metrics) where results are not strictly sorted by created_at, despite the documentation stating otherwise.                                 Issue Summary                                                                            The https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#json-format   states:                                                                                     ▎ "Tickets are ordered chronologically by created date, from newest to oldest."          However, in practice, the ordering is not strictly chronological. When paginating through results using cursor-based pagination, some tickets with older or newer created_at values

Hello, I used this guide https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/push_notifications/ to receive messaging notifications on iOS.The problem is that I cannot find a way to de-activate the push at runtime, e.g. to handle a toggle used by the user to mute notifications.Is there any workaround to have messaging enabled on iOS but without notifications?

Hello, I used this guide to receive messaging notifications on iOS: https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/push_notifications/Now I need to add a toggle to disable ONLY Zendesk notifications. Is there a way? I was able to prevent displaying notifications adding logic in userNotificationCenter but that is enough only when the app is in foreground.  

Hello, We use Zendesk as our backend for ticket management, and we provide end-users the ability to create tickets via our own system. When a user submits a question through our system, we create a corresponding Zendesk ticket using the API. That ticket is created with an API Token belonging to a user within our company, which means that the tickets are associated with our own Organization, rather than with the end-user's Organization. We created a custom text field (called "account") which stores the end-user's organization, and we would like to automatically assign new tickets based on the “account” field. However, as per https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference, only the Is Present / Is Not Present conditions are available for cus

For many Zendesk accounts, attachments, especially large media files like videos, PDFs, or high-resolution images, can quickly take up a lot of storage. This can slow down searches, make reporting less accurate, and complicate overall data management.One way to handle this efficiently is to delete attachments in bulk while keeping the ticket content intact. The GDPR Compliance tool makes this possible and, importantly, lets you filter exactly what to delete

For many Zendesk accounts, attachments, especially large media files like videos, PDFs, or high-resolution images, can quickly take up a lot of storage. This can slow down searches, make reporting less accurate, and complicate overall data management.One way to handle this efficiently is to delete attachments in bulk while keeping the ticket content intact. The GDPR Compliance tool makes this possible and, importantly, lets you filter exactly what to delete

We are currently using the AI Agent Advanced together with the Chat Widget and have noticed an issue with the scrolling behavior.Whenever a response is sent to a customer, the view automatically jumps to the bottom of the message (end of the sources), instead of starting at the top where the actual answer begins. As a result, customers have to manually scroll up each time to read the response.This creates a poor and somewhat unprofessional user experience.Could this behavior be adjusted so that the view defaults to the beginning of the answer? Or is there already a way to configure this?Here you see that 6 Article Suggestion, require to scroll up to read even the response. Kind Regards, Tobias

I'm trying to find all articles with a specific phrase so I can get rid of it. Many of our articles were written before my time at the company and contain an annoying "This article will" phrase at the top of each article. This phrase is redundant in 99% of cases. Unfortunately, searching "this article will" (exactly like that with double quotes). Returns ANY article that contains those three words in any order. Using double quotes does not behave as described on the Zendesk support pages. Am I missing something? I'd really rather not comb through over 100 articles one by one in order to find this exact phrase.

We have a small pilot users testing with the AI agents.  They are having conversations with the AI agent in the help center using the chatbot.  I was expecting to review their conversations in the “View unresolved conversations” in the AI agent settings.  I only found conversations 8 days ago (April 1 and before).  Nothing between April 2 and April 8. Is there a setting that I need to configure?

I’m looking for clarification on Zendesk’s current terminology around Knowledge, based on how the Product Guides are currently structured.In the Product Guides, Knowledge now appears as a clearly defined area under “Using Guide,” with its own sections for roles, permissions, analytics, external sources, AI-powered search, and content management. This suggests that Knowledge is being treated as a distinct product capability, not just a generic term for articles or content.At the same time:Guide appears to be the primary interface where admins and agents create and manage knowledge Help Center appears to be the customer- or employee-facing site where that knowledge is published and searched Knowledge base is commonly used to describe the organized collection of articles (categories, sections, articles) Knowledge is

When I update a ticket with the smallest bit of new information, I have to submit the ticket as open, pending, or solved, etc. After submitting it, it kicks me out and I have to go find it again. Is there a setting somewhere that keeps the ticket open?

I am trying to setup an automation for tickets that are not assigned for two hours.  My research led me to two settings in setting up the automation. Meeting all of the following conditions: Ticket: Hours since assigned and my two choices are (business) Greater than(calendar) Greater than I've tried both and neither is working.  I've followed the automation setup instructions in the zendesk online documentation so I think the rest of the settings are correct.  But the “internet” told me that the two Greater than conditions could be problematic so I tried one then the other and neither is working.   Can you provide some direction?  Thank you.

Hi everyone,I'm currently working on improving the customer support and ticketing workflow for a local business I manage. We provide climate-controlled storage in St. Charles, MO and have been experiencing a lot of growth lately.As our customer base expands, we are getting a higher volume of inquiries via email and phone regarding unit availability, pricing, and specific climate-control questions. We are looking into using Zendesk to help streamline these requests and ensure no customer falls through the cracks.For those of you who use Zendesk for property management, storage, or local service-based businesses: How do you categorize your ticket queues? (e.g., Billing, New Reservations, Maintenance) Are there any specific Zendesk apps or integrations you highly recommend for handling reservation inquiries? Does anyone use the live chat feature successfully for local service inquiries? I'd really appreciate any insights o

Kanban boards are becoming increasingly popular among Zendesk agents because they make managing tickets more visual and intuitive.Instead of working through a long list of tickets with generic statuses, agents can see at a glance which tickets are new, which need review, and which are ready for follow-up.The latest Kanban Pro update makes this even better. Board views can now be fully customizable, giving teams more control over how tickets are organized and displayed, so workflows can truly reflect the way each team works.Here’s how agents can use it:1. Group tickets by any custom fieldColumns can reflect workflow stage

Hi! We have many CSM's who will internally place a note on a ticket between a CX Agent and a client - and if the ticket is on Pending or On Hold this note can be missed due to it not setting the ticket to open. Is there any work around here? Our agents receive so many emails & notifications from ZD that it's easily missed if an important note is placed by a CSM who is a light agent on a ticket. Any advice would be amazing! Thanks! Alex

What is the best way to organize support or help articles in the Help Center so users can quickly find solutions to their problems?

We are a relatively established SaaS offering that has recently integrated with Zendesk.  We submitted our app through the marketplace and had a pretty smooth experience.  We are excited to support this community.  However recently we have had instances where our paying customers are not able to utilize our marketplace app because of 401 permissions.  They aren't able to integrate the application and we are not able to see anything on our side.  The only thing we have access to is apps.zendesk.com which appears to have read only info about our global oauth client. What is our course of action here?What path would we take if we needed to cycle the secret for our oauth client?How can we debug with clients when the error we get back is: “The access token provided is expired, revoked, malformed or invalid for other reasons.”  Is there anywhere that can give us greater visibility on what specifically is cau