Discussions

Curious how other Zendesk teams handle early escalation detection.In my experience managing support ops, the pattern is almost alwaysthe same — the signals are visible early (repeated contacts, legallanguage, competitor mentions) but they're buried under ticket volumeand only get flagged after the customer is already angry.I've been building tooling around this problem and recently submitteda Zendesk Marketplace app (EscalationAI — pending approval) that scorestickets in real time. Happy to share access for anyone who wants to testit on their actual tickets.But genuinely curious — what's your current process? Manual tagging?Supervisor review? Something automated?

Let’s talk about Copilot Ticket Summaries!I didn’t really want to talk about them. In fact, we already did talk about them, tried them, and decided not to buy them. Then you decided to make it weird by forcing them on everyone as a freemium upsale, in the hopes we’ll love them so much we want to pay a severely discounted price for them for a short time before the AI compute bill comes due for us all.  How do we opt out of having this unwanted and already-rejected feature enabled for our account? In advance, if you please.I don’t want to have to wait for them to be switched on to switch them off. And if I may say so: This is a pattern of feature rollout with Zendesk that is starting to get annoying. 

As part of our ongoing goal to improve our help center articles for AI AND human consumption, we’ve been attempting to do some format standardization. Zendesk has some features that can help towards this, but there was a significant gap that I found, which led me to using Claude Skills to assist.What Zendesk CAN do: you can create help center article “templates” to guide the creation of new articles. you now have more flexibility to select a specific font color. It used to be a limited selection, and our brand color was not included! But I see that recently, that has changed and we could put in our exact brand color #784FFF if we wanted.What Zendesk CAN’T do:You can’t apply a template to existing articles. You can’t add borders to a screenshot. My previous workaround was to create a 1x1 table to act as a border but it was not pretty! You can’t ask Zendesk to remember your general formatting rules and ask it to apply them across many articles. How I have used Claude:I worked with Claude

ProblemWhen having extensive flows I can’t easily connect multiple templates together in one use case/flow.What I would like.User ask question (case)Template A - Authorize user and create temporary access token for that user. Template B - API call - show list of entities and select entity (`/api/v1/entities/`) Template C - API call - show list of entities and select entity (`/api/v1/entities/id/items`) Template D - API call - present solution for entity item  What happens now;Case; I have problem with item.Set `destination` parameter (D) Link to template A: On success → destination === D→ link to template B Template B: On success → destination === D → link to template C Template C; On success → destination === D → link to template C Template D; Answer question for user. This creates dependencies between templates instead of a flexible flow you can plug between flows the D is now tied to B and can’t be use in a different case where I need to swap D with another case.What I would pref

We’re continuing Zendesk Voices, our series highlighting the expertise of Zendesk customers and partners.For our second post, we want to hear how your content strategy is evolving as AI becomes the primary way people get answers. Share what is changing, what you are learning, and how you are adapting your content to support customers in this new channel.Share your story right here in our Knowledge forum, then visit the Spark reward hub for full details and to make sure you are eligible for rewardsOnce we review and approve your post, you will receive points.

Hey Folks, new in this group and new to setting up AI agent in Zendesk.I’m in my sandbox and testing how to set up an AI Agent to answer emails. I’d LIKE to have the first sentence of the email introduce the AI Agent to the customer. I’d like to do this at least until our customers are used to interacting with the AI Agent.I’ve looked at some resources and I’m not quite sure how/if this can be done. I ran a test ticket through the system and then checked out the events log. I see my trigger that sends out our initial notice (“Hey we got your ticket, here’s it’s number, reply here, blah blah blah”) but the only other trigger that seems relevant doesn’t tell me much. It’s “Ultimate.ai EMail Channel Automation:….” Any thoughts on this? I suppose I can add a blurb on the initial notice that says “HEY! The next response you get is going to be from AI! Get used to it...” 

TL;DRAfter we turned on Omnichannel Routing, we lost the ability to set agent statuses from the Talk dashboard and the Talk APIs. We rebuilt that capability as a no-code sidebar app using Zendesk App Builder. It lets an admin search agents by name or by group, see everyone's live status at a glance, and change a status manually in two clicks.⚠️ The full prompt is at the bottom so you can recreate it in your own account. ⚠️The problem: why our old workflow brokeBefore Omnichannel Routing, we managed agent availability through the Voice (Talk) area. We had a simple way to push agents online, and that fit how our CX team worked.When we enabled Omnichannel Routing with unified agent status, that stopped working. This is by design, not a bug. Once Omnichannel Routing is on, you can no longer set agent status for voice from the Talk dashboard, the mobile apps, or the Talk APIs, and any integration that relied on the Talk APIs to change statuses is affected too. On top of that, when you first

Hi all, We are about to merge/delete some of our help centre articles and in many of our macros (and dynamic content), we link to articles. We therefore need to be able to create a list of all the links we have added to our macros, so that we can update them with the new article links.  Is there a way to do this, like an export for example? Or a search feature? 

Hallo zusammen, wir möchten gerne über unser Externes System bestimmt Mail bzw. Tickets über die API vorbereiten. Auch neue Tickets erstellen, aber noch nicht an den Kunden versenden. Leider gibt es von Zendesk keine direkte Möglichkeit dafür. Hat jemand eine Idee wie man so etwas realisieren kann?Danke 

Hello,We’re trying to activate Zendesk Messaging with an AI Agent on our web widget, but we’re having trouble getting the handoff to a live agent to work.The AI Agent responds to customer questions correctly, and the “Talk to a human” option appears. When we test it, the bot asks for the customer’s name and email, then shows a message saying it is passing the conversation to our support team.However, no ticket seems to be created, and no new conversation appears for a live agent to take over.Here’s what we currently have set up:Messaging is enabled on the web widget AI Agent is responding in the widget Escalation is set to “Create a ticket” during business hours and outside business hours The customer is asked to provide their name and email After submitting the details, the bot says it is handing off the conversation No ticket or live chat notification appears in Agent WorkspaceHas anyone run into this issue before? Are there specific routing, trigger, omnichannel routing, or messagin

Hi all! 👋 I am very happy to proceed with my series of Zendesk optimization posts. You can find previous ones about general Zendesk setup, ultimate optimization checklist, ideal KPI system, and excellent ticket categorization. This very post is based on those posts' ideas – so feel free to read them for having better context. Today I would like to share some best practices for organizing and using macros in Zendesk. After many Zendesk optimizations projects, I found that macros underutilization is the main productivity killer in Zendesk. Actually, I see the same issues with macros usage across very different Zendesk accounts all the time. But in fact, with pretty minimal efforts, you can fix these issues and improve your Zendesk productivity significantly – and other KPIs as a result since the speed and quality of the customer service is a key competitive advantage today. Top 10 issues with macros in Zendesk The following are issues with macros organizati

Hello!My company has been using Zendesk for a few months and we have noticed that emails received with the support email on CCO are not being shown in Zendesk. After investigating, we found that it is not shown because the view has the condition "Received in" and the support email. As far as I can tell, this does not include CCO emails.This might cause issues in specific cases, as we may not respond to an email if it is not shown in the view. Does anyone have any ideas or a workaround for this problem?Best regards,

We’ve started setting up an AI Agent via the Messaging channel for our help centre and trying to tailor it with some basic instructions however despite best efforts, it doesn’t seem to be takingWhen asking if AI Bot was helpful have created the following instruction to try and account for a customer typing yes instead of clicking the yes promptIf the customer types Yes in response to being asked if a reply was helpful then wrap up conversationHowever despite phrasing in a variety of ways, the instruction is not being followedAny suggestions?

Hi Community 👋This is actually my first time posting here, so I figured I'd start with a quick introduction!I'm Emma, and I've been at Zendesk for a few years now in a variety of go-to-market roles. These days, I help create content for our CX Programs, including the Digital Desk webinar series that's hosted here in the Community! One of the things I enjoy most about my role is talking with customers about what's working, what's challenging, and how they're approaching new opportunities - especially as AI continues to reshape customer experience.Which brings me to the reason for this post...As organizations continue investing in AI-powered customer experiences, one thing becomes increasingly important: The quality and maturity of your knowledge foundation.Whether you're just getting started with Knowledge or looking to optimize your existing set up, it can be difficult to know where to focus next.To help, I've put together a Knowledge Success Plan that outlines a practical framework f

Hi team, we use Zendesk for ticketing and the help center. We use gainsight for community. Can we leverage our community for Zendesk agentic AI and copilot?

My team is currently integrating the messaging mobile SDKs. While doing so on iOS we encountered an unexpected presentation behavior.According to the documentation https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/getting_started/#presenting-the-conversation-modally this is how we should display the messaging screen modally:if let viewController = Zendesk.instance?.messaging?.messagingViewController() { let navigationController = UINavigationController(rootViewController: viewController) navigationController.modalPresentationStyle = .fullScreen present(navigationController, animated: true)}Our app is a pure SwiftUI app, so we had to wrap it in a UIViewControllerRepresentable.When we do so, the user has no button at all to close the modal, nevertheless which exitAction we pick for showMostRecentConversation screen.So we had to add a close button to the toolbar of the SwiftUI View wrapping the Zendesk content. But then we end up with two navigation bar

Many of the articles in my Knowledge base contains embedded videos, stemming from the VIMEO platform.Recently we decided to deprecate the VIMEO platform and base all our videos out of Youtube instead.Is there any easy way I can identify all articles containing VIMEO links? I don't want to go through all articles one by one.BR / Ole

From our side, we plan to build a custom integration to handle sending and receiving messages from our internal system channels, allowing agents to manage them through Zendesk. As this will follow a messaging-based model, We have some questions:Is it possible to configure automated responses when a customer initiates a chat? Can we also set up automated follow-up messages if the end user does not respond within a defined timeframe (e.g., X minutes or hours)?

We’re using Sunshine Conversations through Zendesk integration in our system.Since our system is based on phone numbers for authentication and identification in support chats, in the upcoming BSUID change in whatsapp, we will have to request the user’s phone number if he doesn’t have one, using REQUEST_CONTACT_INFO button (https://developers.facebook.com/documentation/business-messaging/whatsapp/business-scoped-user-ids#requesting-phone-numbers-from-users)Unfortunately I haven’t seen or received any help from Zendesk support about how to create and receive the response’s webhook (contacts webhook).

Hi, I'm developing an app and I was wondering how to open the other tickets in the same browser tab and open a new tab in Zendesk. Now I have linked to the other tickets in the interaction history, but when the user clicks on the links to the tickets, it opens in a new browser tab.Like this:  I want it to open like this:  Whats the code for this? Thanks for help in advance!

Hello,Is there a way to limit service requests to specific groups/organizations/user segements? We have staff mixed with students currently and we are trying to give students the same experience as staff without allowing them near the staff stuff.Any advice would be helpful.Thanks!

Hi,We’re noticing ongoing issues with the Live Talk data dashboard. There are discrepancies between the summary tiles and the drill‑down views, and the data requires frequent refreshing. Even after refreshing, the information is often inaccurate - for example, the dashboard may show 7 agents as “Away” when only 4 are actually in an away status.We’re also experiencing issues with suspended tickets. The dashboard indicates suspended tickets, but when drilling into the view, none are displayed. A refresh is required before the correct data appears for review.Also worth noting, this is only effecting users in the updated dashboard. 

Hello, could you please help me?I’m using Zendesk SDK 4.2.2 for Unity. I log in using a token with: ZendeskSdk.Instance.Messaging.LoginAsync(response.Token); After that, I request an unread message count update with: ZendeskSdk.Instance.Messaging.GetUnreadMessageCountAsync(ZendeskUpdatedMessage); I receive the update once, but after that I no longer get unread message count updates automatically. The only way to get a new update is to send the request again manually. Is this expected behavior, or is there a way to subscribe to continuous unread message count updates/events?Could you please clarify what these parameters in GetUnreadMessageCountAsync mean? onUnreadCountChanged (Action): Action to be called when the unread count changes. shouldSubscribe (bool): Whether to subscribe to the websocket event outside of a conversation. My understanding was that onUnreadCountChanged would be triggered automatically whenever the unread message count changes, especially when shouldSubscribe is se

Problem StatementThe Assignment Control app is a ticket sidebar application that provides targeted visibility controls for the ticket assignee dropdown. It dynamically hides specific agents and groups based on configurable targeting rules, such as the current agent's role, group membership, ticket attributes etc. Locations: ticket sidebar, new ticket sidebar PromptCreate a ticket_sidebar app called "Assignment Control" that hides specific agents and groups from the ticket assignee dropdown, based on whether the current agent matches configurable targeting rules.Define six app parameters in the manifest so they appear on the app's installation settings screen (all type: text, all optional):`hidden_user_ids` — labelled "Hidden users". Help text: "A comma-separated list of user IDs to be hidden from the Assignee dropdown." `hidden_group_ids` — labelled "Hidden groups". Help text: "A comma-separated list of group IDs to be hidden from the Assignee dropdown." `targeted_user_ids` — labelled

Is there a webhook event that is triggered whenever the requester sends a new message in the ticket?