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Preface Today, mid-March 2020, when COVID-19 is on the rise and many companies are affected, we need to support each other even more than usual. We all are facing very special management and productivity challenges doing customer service these days. And I think that knowledge is the best weapon against those challenges.  That's why I decided to share another piece of my professional knowledge with the community. Last time I posted about my approach to set up or optimize Zendesk using Customer Journey idea. I know this post might sound a bit too theoretical - so I would like to share more practical stuff today.  I have been doing professional Zendesk consulting for the last 9 years. One of my best-selling services is Zendesk Health Diagnostics. I have diagnosed many Zendesk accounts – from small one-agent accounts to big enterprise-scale ones – and collected a lot of cases. But all the time I was facing the same repetitive issues/optimizations.    The Checklist 

We’re validating our long-term Logging Strategy roadmap, and we’d love your input.If your role includes access to Access Log and Audit Log in Zendesk Admin Center, please take our 5-minute confidential survey. It’s for research purposes only, and every response helps us better understand what matters most in real-world workflows.Survey: 🔗🔗🔗 Help Shape the Future of Zendesk Logging & Audit Capabilities 🔗🔗🔗Your perspective directly helps shape what we prioritize next. Whether something is working well, needs improvement, or is still missing, we want to hear about it - that’s how we build better experiences.Thanks for taking a few minutes to share your thoughts! We truly appreciate it.

We are just about to move from Intercom to Zendesk and to my absolute surprise it seems to be impossible to use the Email From (Sender) adress in any kind of filtering, routing or Business rules. I found the below thread in this forum dating back som years...and it still does not seem to be resolved?!?!https://community.zendesk.com/ideas/trigger-conditions-sender-email-address-5377/index3.html?tid=5377&fid=None Except using the organization domain as the filter, which is very blunt, has anyone come up with another type of solution that takes ZD into the standards of email handling? Configuring this outside ZD in an email server is not a good option for us.@Zendesk - When will this standard feature be implemented?? Cheers,Jens

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

One of the things I’ve always loved about space is the idea that the universe is constantly expanding, but everything in it is still built from the same core materials.Zendesk can feel a little like that.As an organization grows, your Zendesk instance expands with it. More teams come in. More workflows get added. More triggers, automations, views, forms, groups, brands, SLAs, and reporting needs start orbiting around the same system.And if the foundation is strong, that growth can be exciting.If the foundation is weak, it can start to feel like gravity is working against you.For me, one of the biggest lessons in managing Zendesk as an organization grows is that scale does not usually break all at once. It breaks quietly. A trigger gets named something vague. A view gets shared with one too many groups. A team adds a workaround that solves today’s problem but creates tomorrow’s confusion. Nobody means to create chaos. It just happens when the system grows faster than the governance arou

We’re launching Zendesk Voices, a new series that highlights the expertise of Zendesk customers and partners.For our first post, we want to hear from Zendesk Admins who are managing Zendesk as their organization grows. Share what you have learned, how you handle change across teams, how you spot opportunities to improve, and what tools make your work easier.We’d also love to hear how you track the results of your changes, whether through data, feedback, or both.Share your story right here in our Admin center 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.

Our organization requires platform-to-platform-specific service user accounts  (eg Salesforce:Zendesk and Jira:Zendesk should be different accounts) for integrations in our security policies.Based on guidance we received during initial implementation, it sounds like you need to allocate an agent seat for each integration. For instance, if you want to have individual service users that interface distinctly between Jira and Salesforce using their respective apps, or to operate within a middleware (necessary for storing credentials in non-app API workflows, since you can’t secure them in business rules), you need to pay for an agent seat for each.Is that correct or can this be managed differently to better comply with enterprise data/platform security policies without paying for a dozen seat for “agents” that don’t exist?

Category: Nav Bar App | Custom Objects | Data ManagementWhat this app doesThe Custom Object Directory Manager is a full-featured nav bar app that turns any Zendesk Custom Object into a searchable, filterable, and editable data directory — all without leaving the agent interface.Agents can browse records, filter and search data, open a detail panel to view or edit records, and perform bulk operations such as updating or deleting multiple records at once. Every change is tracked in a session history, and inline edits can be undone and redone with dedicated Undo/Redo controls.This recipe is intentionally designed to be adaptable for any Custom Object structure, regardless of the customer's use case or field configuration.Use caseThis recipe is a good fit if you:Store operational, business, inventory, location, customer, asset, or reference data in Zendesk Custom Objects Want agents to search, filter, and edit records without leaving Zendesk Need bulk update or bulk delete workflows for la

🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Follow and contribute to the conversations in the Relate Hub that interest you most. Increase your odds: Every discussion you join increases your chances of winning one of 10 complimentary tickets. The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 Topic 10- Resolution RoundtableAdmin-to-Admin: What’s actually working?Being a Zendesk Admin often feels like being the person behind the curtain. You’re the one fixing the triggers, cleaning up the tags, and making sure the whole machine actually runs smoothly for everyone else.What’s a recent win you’ve had with your account, or a hurdle you’re still trying to clear? Let’s swap notes on what’s actually making y

I have 45 groups and only 3 of those belong in QA (and are already there).  How do I prevent all of this noise from being put in QA? referencing https://support.zendesk.com/hc/en-us/articles/10547258131098-Announcing-Group-sync-between-Zendesk-and-Zendesk-QA 

Migrated Users into Zendesk from Freshdesk. How do they log in? Help!We are migrating this evening from Freshdesk to Zendesk. We have moved all the users over to Zendesk.If they want to see their existing open tickets. How do they login? Do they create a new account? Or do they reset their password?Any insight would be helpful!

We have 2 distinct organizations of licensed agents accessing the same one Enterprise account.  One organization uses Microsoft Active Directory and the other uses Google G-Suite/Workspace. For security purposes, we want users from both organizations to be authenticated using single sign-on by their own identity management system. Is this possible?  Is there an article? Thanks

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.

A feature I'd really love to see would be the ability to create a custom user role to allow our HR/IT department to provision/deprovision users. Right now, we need to give them admin roles add and remove new staff members. This means I hvae people in HR or IT who are massively over provisioned. Understandably it makes me really uncomfortable giving admin access to people with no understanding of the complexity of our setup and ultimately it gives them permission to do some real damage. Anyone else have this issue? 

Hello Community,I am seeking advice from anyone who has experience with automatic user provisioning in Microsoft Entra. Specifically, I am looking for guidance on how to handle the updating of phone numbers.My main concern is whether it is possible to synchronize phone numbers 1:1, meaning that the old, no longer valid phone number would be replaced directly by the new one. Or does the system add the new phone number while retaining the old one, even if it is no longer valid?Additionally, is there a setting where we can configure how phone numbers are managed during synchronization?I would greatly appreciate any insights or experiences you can share on this matter.Thank you in advance for your help!

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?

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

I’m looking to associate multiple phone numbers with users in Zendesk so that when they call from any of those numbers to Zendesk Talk, a ticket is automatically created for the corresponding user.Currently, we’re syncing just one phone number via SCIM provisioning from Entra ID to Zendesk. If we change the attribute being synced in Entra ID, this creates a second phone number in the Zendesk user profile. However, I’d like to avoid manually switching the attribute in Entra ID each time to add another phone number.Ideally, we could sync a list of phone numbers to the single phone attribute in Zendesk, and Zendesk would parse the numbers and add them individually to the user profile. Unfortunately, I haven’t found a way to make this work.Any suggestions or ideas to achieve this would be greatly appreciated!

Team -  Changed a user role to a Light Agent but the user is still blocked because he is not a direct member of a group with access.  But, he now has a Light Agent role so he shouldn't be blocked. Ideas?

Hi, Is there a way me as admin to access personal views created by agents?  Is it possible to give access to views, only to specific persons not an entire group only?

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?

heyI want to delete my accountthe information in this post seems outdatedcan you please explain how to delete my account ? thanks

Hi, I've been using the bulk import feature to upload our new customers. We have two servers for our user accounts (AU and EU). I've just discovered that the bulk imports have been leaving out our EU and UK customers. They have unique external IDs and the fields are formatted correctly in the CSV. Why are these users not included in the bulk upload?

Observation: We were unable to configure a custom, multi-level hierarchical structure, such as "Agent > Leader > Manager," using distinct roles with escalating permissions. Analysis: The Zendesk QA documentation describes a set of predefined roles (Admin, Manager, Lead, Reviewer, and Agent) with specific permissions. Although the broader Zendesk platform allows for the creation of custom roles, we found no feature within the QA module that supports the creation of a custom hierarchy. The permission structure appears to be fixed, preventing us from replicating our team's organizational chart. Request: We would like to confirm if creating custom hierarchical levels, such as the "Agent > Leader > Manager" model, is not currently supported in Zendesk QA.

Our organization provides a SAAS platform for employers to provide benefits to their employees. We want to build out our knowledge base so we can leveraged AI Agents, Message (chat) bots, and other AI tools. We want to ensure that users outside of our platform cannot see these articles but we do not want to have the users take an additional step to log into Zendesk to see the articles. Additionally, we do not want any random person to be able to create a Zendesk Guide account to be able to view our articles that would be protected behind the login.  How can we connect our own database to authenticate if a user is logged into our platform to both provide them access to the private knowledge base articles and not have them have to log into Zendesk on their end to view them.  Additionally, we want to connect our user database to zendesk so we can auto-populate user profiles in Zendesk, can you provide the article for this?