Discussions

Minor bug report: The View Count is duplicated https://developer.zendesk.com/api-reference/ticketing/business-rules/views/#count-views 

Hi everyone,I'm trying to use a trigger to automatically pull a custom multi-select field from the organization into a ticket.  I've created the webhook successfully, but my trigger is not pulling that field information in.  Both fields are the same type and have the same options for selection.   This is how my trigger is set:  Any ideas as to what I'm doing wrong here?

Hi , I am looking for an app that can  1.  create single linked ticket along with attachment .2. accept csv and create bulk linked tickets with attachments .3. macro can be used while creating single linked ticket , if macro contains attachment , same attachment should be uploaded to the linked ticket .

Hi. So I am having issues with pasting text (may it be templates or any kind of text) into the chat/email text editor, when replying to customers. I am using an Addon for Firefox that I wrote myself. But I highly doubt it is related to the addon, but more an issue how Firefox handles text editor windows. But only on Zendesk, other form/text fields on other websites (or my own test HTML page) work fine.1. What I need to do is to click on the top left of the text editor field to paste text/templates. This is not a complete deal breaker, but surely annoying. Is there a way to work around? Maybe a Firefox specific setting of some sort? I doubt it, but maybe….Otherwise kindly treat it as a bug report. 2. When I paste text manually from the clipboard, I need to paste it with ctrl+shift+v instead of just pasting it with the regular ctrl+vOtherwise it will not paste the text as it was formatted. This is for sure someth

Over time, it’s common for Zendesk accounts to accumulate organizations that no longer have any associated users. This may happen due to CRM syncs, data imports, or changes in contact structures. These unused organizations can: Create extra clutter in views and search results Affect the accuracy of reporting Take up unnecessary storage Complicate data cleanup and retention processes To simplify this, you can use the Combined Lists feature in the GDPR Compliance app to quickly identify and remove organizations that have no users linked to them.Here’s a short workflow: Open GDPR Compliance → go to Combined Lists Create a New Adva

When using the Download button in the app builder to download an app's code, the ZIP file that gets downloaded only includes a set of default files and not the actual app source code.The ZIP just contains : manifest.json assets/logo.png assets/logo-small.png assets/index.html translations/en.json The contents also appear to be placeholder files. For example, the en.json file includes only the following:{ "app": { "name": "User Management & Export Tool", "short_description": "", "long_description": "", "installation_instructions": "" } } I tried this across several apps and different app versions, and I got the same result every time. Also ruled out a local issue by testing on different machines and browsers, no change.This is the first time I have tried to download the code base of the app, so not sure i

Yes. In Zendesk, you can easily design and reuse branded email templates with the help of seamless integration, called Proactive Campaigns.It is especially helpful if you regularly send updates, newsletters, follow-ups, onboarding messages, or announcements, so you can make them look consistent every time.A reusable template means you design it once, save it, and use it again without rebuilding the layout. It keeps your logo, colors, formatting, and structure in place. You only update the message.How to set up a branded reusable template:1. Open Proactive Campaigns → Templates → Create a new template, then select Template Builder as your editor.

Prerequisite: File Name: article_page.hbs, style.css, script.js file Time To Read: Max 2 min Time To Embed: Max 4 min   Here's a way to create a table of contents in your Article template, that ensures subheadings will be properly indented instead of aligned with the main headings   2 min read to learn how to customize the theme.   You can use the free plugin by Nikhil Dabas. You can embed easily in your theme, see the below steps: 1). Download the plugin and unzip. 2). Upload the JS files into your assets folder of your Help Centre. Se

We have multiple ticket forms. When creating a new ticket, only one form, the default form, is visible on the drop-down. Once the new ticket is created, or an agent picks up an existing ticket, all the drop-downs are visible.It happens on various user levels, and happens randomly.I've checked all settings in the admin and am not able to find where this could be impacted. Has anyone else had this issue?

https://ngletest01.zendesk.com/hc/ko/requests/new This is Help center in practice.The attached file has a text color of #32CEC7.How can I change the color of text since I set this and that?

I am trying to use the API and follow the tutorial. Every time I use the API I get back "message": "You do not have access to this page. Please contact the account owner of this help desk for further help." . I have set up the API key and am using basic auth. I know the API key is somewhat correct as if I change it I get a different error. I have a trial Zendesk but we are happy to pay for  one to work on, or get a developer demo. Any idea what I am doing wrong?

Goal: To use the data and insights from Zendesk QA to inform and streamline coaching actions, including those that happen in real-time.Analysis and Possibilities: We understand that Zendesk QA is focused on analyzing completed interactions. To bridge this analysis with live coaching, we are thinking of creating a workflow. For example, using the QA dashboards to identify an urgent training need and then using a third-party tool for the live coaching session. Our question is how to best optimize this bridge.Inquiry: Do you have any recommended best practices or integrations with other tools (e.g., screen-sharing software) to connect insights from Zendesk QA with real-time coaching sessions? Our objective is to make this process more fluid.

Hi - we have noticed that when a user “reacts” to an email notification it updates the ticket. This adds an unnecessary comment to a ticket, adds to comment reporting counts and if a ticket has been set to solved or pending it re-opens the ticket. The last two are concerning as it adversely impacts reporting (reporting of additional invalid comments and add to ticket resolution time respectively). Is there a way to ignore email reactions?

I'd like to use one article in more than one group of articles - for example, several different products use the same setting and I don't want to have the same content multiple times (and updating it multiple times when needed). But at the same time, I would like to display all articles for one product on one page. An article cannot have more than one section/category and I didn't find a way to tweak Related articles, so it seems the Labels are the only way. My goal is to: 1. add 'Product1', 'Product2' labels to the "Settings" Article 2. add label 'Product1' to "Product1 into" article and label 'Product2' to "Product2 intro" article (etc) 3. When a user opens "Product1 into" there will be a list of all articles (clickable titles) with label 'Product1' (and vice versa for "Product2 intro") 4. If a user opens the "Settings" Article, there will be two lists for each label. I tried Curlybars but I didn't get very far.  

Zendesk's AI Agent Tickets allow agents to view tickets before the Bot hands off to an Agent, but sometimes it's clear that an agent should jump in and offer guided assistance to the customer.  This is a planned feature for a future release, but it can be implemented now with the App Builder. Problem StatementAgents, Team Leads, and Admins need to be able to take control of AI Agent tickets and turn them into agent tickets so that they can reply to the end user.  This can be helpful if the agents have more flexibility with policy than the AI is allowed.   As long as the Bot has control of the ticket, the agent can't assign or comment on the ticket.  When an AI Agent is transferring to an agent, the bot will prompt the end user to confirm that they want to speak with an agent.   The app we're building will take the AI Agent ticket and reassign the conversation to the defau

i'm running this request (curl version, but the same is happening in a java application) I'm following this guide: https://developer.zendesk.com/api-reference/help_center/help-center-api/article_attachments/#create-article-attachmentcurl https://{domain}.zendesk.com/api/v2/help_center/articles/35853340916247/attachments.json \ -F "inline=false" -F "guide_media_id=01K8TCJMYFDE3EY9VPQKWE00E1" \ -v -u {email/token} -X POSTthe article id and guide_media_id are actual ids, i redacted my auth string and my domain name. If this is a specific issue, i hope you can contact me, otherwise please advise h

Hi there, I hope you can help. I have set up an automation for requesters to get a follow up email. I've used tags in order to trigger the follow up email as well as another to stop it from firing more than once. My issue is that as the condition for the automation to work, the ticket needs to be marked as solved. So when requesters reply to the follow up email, the ticket status is not changing to open despite a reply. The ticket status is staying as solved. I need to get the ticket to reopen if requesters reply to the follow up email, If there any action I can add to ensure this happens? Looking forward to hearing from you. Best,  

Hi Team,I have created a free app on the marketplace.  I would like to add a paid tier.  I have read the documentation here, but I was unable to find steps on using and testing the plan levels within the app.  How can an app get the current app plan level, and how can I test this with ZCLI?Sincerely,James

Timing plays a big role in how customers engage with support emails. Sometimes, even a well-written message gets missed simply because it was sent when the customer wasn’t active. Knowing when users are most likely to read or respond can make follow-ups more effective and reduce delays in communication.Inside Zendesk, you can improve this by reviewing when your customers typically open and interact with emails. The Email Tracking integration helps by analyzing open and click activity to suggest the best time to send a reply.These insights are based on real engagement patterns. For example, if a customer usually reads messages in the morning, the system will recommend that timeframe for future replies. This helps ensure your communication reaches customers

I've got a team of seven support agents. Three in the US and four in India. Currently our model has each agent taking a ticket and owning it through to completion, only handing off a ticket to the next shift when it's an urgent matter. But we're focusing on decreasing case age. So we're investigating the adoption of a quasi-swarming concept where we have one queue and any agent can take and move a ticket forward.  I'm curious to hear from other admins with similar size teams that are doing anything similar or have tried it in the past. How do you handle potential conflicting statements between agents or agents stepping on each others toes? And ensuring that no tickets are ignored without a clear owner? 

Hello Zendesk team,We’ve received multiple customer requests regarding the lack of rich text formatting when replying to tickets via the Web Widget (messaging experience).Currently, end users can submit a new ticket using a custom form that includes a rich text editor. However, when replying to an ongoing conversation through the widget, the formatting toolbar is no longer available. This inconsistency creates confusion and limits the user experience, especially for customers who want to include structured information (such as bullet points, emphasis, or code) in their responses.We understand this is currently expected behavior, but we would like to formally request the implementation of rich text formatting support for end user replies via the Web Widget.This feature would greatly enhance usability, improve clarity in customer communication, and align the reply experience with the initial submission flow. Thank you for considering this

Hello, I want to share my article on Social network, for example: Linkedin. However, it does not show the Featured picture of the article on the post. Can someone help me to solve this? For example: https://support.daviteq.com/hc/en-us/articles/4408114537241--RTD-How-accurate-is-a-RTD-Pt100-sensor- Thank you! Loc  

Hello,I have the following situation. I write to the customer via the head office (office@bla.de) and submits an offer. Then an employee (regine@bla.de) writes back. This means that their reply is stored as a note. However, if it says “we accept the offer,” it will no longer be visible in the rest of the email correspondence. Either I need an idea of how to convert an internal note into a public one, or emails from third parties need to be recorded as public. Zendesk's response does not help me.[https://support.zendesk.com/hc/de/articles/4408842992538#topic_lhb_c4l_fhb]". Thanks for helpRüdiger  

Six months ago I promised to write a post answering the question under the last post of the great series of Knowledge Management Roundtables (the full list is here). Today I am happy to publish this post and share the essence of my many-year Zendesk consulting experience with the Community. I would like if more people use this approach to make their Zendesk and customer support experience even better :) There are the following sections in my post: 'Approach' or 'No approach' The secret weapon Customer Lifecycle and Customer Journey(s) Customer Journey inside Zendesk   'Approach' or 'No approach' The approach I am presenting below can be used by everyone, but it is more valuable in the following cases:

We're trying to serve specific home page elements to a subset of our customers. The ZD Organization field that defines the subset is a custom field. The script works with a native Org field (e.g., Tags), but not a custom field.  Can someone confirm that using custom Org fields isn't supported? And if true, anyone have a workaround?