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Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We'd like the ability to report on the device a customer used (e.g., iOS, Android, web/desktop) as a dedicated attribute in Explore. Right now there's no clean way to capture and report on this at scale. What problem do you see this solving? (1-2 sentences) It would let us accurately measure ticket and conversation volume by device, so we can quickly spot platform-specific issues and trends. This gives us a much clearer picture of the customer experience per device.When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)We were affected recently when we ran into an authentication issue and wanted to understand its impact per device, but we had no native way to pull that data in Explore. Without a proper device attribute, we can't reliably measure how issues like this affect customers on each platform, which limits our ability to prioritize fixes and allocate resources effectively. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)None What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Simply add the customer's device as an attribute in Explore, since it's already visible per ticket in the workspace. That way we could easily filter and group any report or dashboard by device out of the box.
Current behaviorToday, after creating an Action Flow, we can update, deactivate, or delete it — but we cannot clone it.From what we’ve experienced (and as noted in the product ecosystem), Action Flows also have limitations such as:No option to duplicate an entire flow from the Action Flows list No option to copy/paste steps within a flow or across branches When logic is repeated across branches (e.g. notify Slack, call an external API, update ticket fields), the same steps must be configured again manuallyThis becomes especially painful for flows with many steps, conditions, API integrations, and mapped inputs/outputs. Desired behaviorPlease add the ability to: Duplicate / clone an Action Flow from Admin Center (similar to other Zendesk objects) Creates a copy with a suffix like (Copy) in the name Copy should include trigger, steps, branches, and configuration Copied flow should start as inactive by default (safer rollout) Duplicate individual steps inside the Action Builder Copy a step within the same branch Optionally paste into another branch (Nice to have) Export / import Action Flow definitions (JSON) for backup, migration, and sandbox → production promotion Use Cases1. Variants of the same processWe often need nearly identical flows for different scenarios (e.g. marketplace, region, brand, or ticket type) with only small differences in conditions or field mappings. Cloning would let us create a baseline flow and adjust only what changes.2. Faster iteration and testingWhen experimenting with new automation logic, we could clone a production flow into a test version instead of rebuilding it from scratch.3. Reduced human errorManual recreation increases the risk of missing steps, misconfigured API mappings, or broken variable references — especially in flows with external integrations.4. Better scalabilityAs Action Flows replace or complement triggers and other automation, teams will build more of them. Without duplication, maintenance cost grows linearly with every similar workflow.5. Consistency with other Zendesk featuresOther areas of the product already support cloning (for example, recent improvements to task lists include clone functionality). Action Flows would benefit from the same pattern.
Managing customer conversations is much easier when agents can quickly understand the full context of previous interactions.It would be helpful if Zendesk offered a unified customer interaction timeline that automatically displays all conversations across supported channels (email, live chat, messaging, social channels, and tickets) in chronological order on a single screen.Some useful additions could include:A visual timeline of every customer interaction. Filters by channel, date, or ticket status. Important milestones such as first response, escalations, and resolution. Internal notes shown alongside the conversation history. Quick navigation to related tickets without leaving the current view.This could reduce the time agents spend searching for past conversations and help teams provide faster, more consistent support.As someone who writes about customer service tools and digital solutions, I've found that features like this can significantly improve both agent productivity and customer experience. I occasionally share practical guides and industry updates on Khaleej buzz for readers interested in technology and online services.I'd love to hear what other community members think and whether this would be useful for their support teams as well.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue. We are requesting a native button or "one-click" action to move attachments directly from a Side Conversation into the main Zendesk ticket interface. This issue primarily affects Agents who must coordinate with external vendors or internal departments and then relay those specific files back to the Customer.What problem do you see this solving? This solves the friction of siloed information by allowing agents to seamlessly bridge the gap between internal collaboration and external customer support. It eliminates the risk of human error and data loss that occurs when manually handling files between interfaces.When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? This issue affects our team daily, most recently this morning when an agent had to download a dozen technical logs from a developer via Side Conversation just to re-upload them to the end user. Because this happens dozens of times a week across the department, it creates a significant "click-tax" that slows down our Resolution Time (MTTR). This inefficiency prevents us from maintaining a lean workflow and creates unnecessary storage clutter on agent local machines.Are you currently using a workaround to solve this problem? Yes, agents currently have to download the file from the Side Conversation to their local computer and then manually drag-and-drop it back into the main ticket comment.What would be your ideal solution to this problem? How would it work or function? The ideal solution would be a "Copy to Ticket" option within the attachment dropdown menu in a Side Conversation. When clicked, the file would automatically appear in the main ticket's attachment composer or be added to the ticket's "Events" log for easy selection.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We are piloting the Knowledge Copilot feature, and I could not scroll up to see the conversation history. I have a video of the issue but it doesn’t look like I can add it here. What problem do you see this solving? (1-2 sentences)I could not scroll back to view the article update recommendations. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)This is the first time we are piloting the AI Knowledge feature. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)No What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)If I could scroll up to see the conversation.
We're about to roll out Zendesk Talk to our Team but the ring tone is not being well received by our agents. Is there anyway to provide control over the ring tone or volume other than having agents turn down their system volume or muting the site? We're coming from a system that provides ring tone customization and volume control. Thanks!
Our team is a month in to using Zen Voice. We would love to be able to change the ringtone for incoming calls. Our reps have nightmares of the default ringtone after work away from the phones. A choice of ringtones or being able to upload our own ringtones would be fantastic. Also, do you think it'd be possible to give us some keyboard shortcuts for Voice? For example: hanging up.
Hi there, I am a team manager for a company called The Keyholding Company. We work use your company for calls and emails but my department primarily deal with phone calls. One of my colleagues struggles with ADHD and the ringtone is finds that the ring tone really grates on him. As far as I understand, it is not possible for us to change the ringtone currently. This has been an issue for him him for along time so I am really hoping you can give me an estimated time of when this feature will be added? I look forward to hearing from you. Kind regards, Jake Robins
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Users of Views in Workspace, Admin in Admin Center What problem do you see this solving? (1-2 sentences)Flexibility moving views, organizing workspace When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)I created a new view with all shared views visible. This was the 101st view. The views in the Admin Center paginate, so this was on the second page. When attempting to “Move selected view after...”, the only option was itself - options 1-100 were on page 1, and not available to select. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Filter down the views so that whichever one you would move below is on the page, making it selectable. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Add back “move to first position”, update the selection dropdown to show all views regardless of page.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We use Zendesk Help Center forms that can be submitted without requiring customers to log in. Our forms include a custom field where customers enter their full name, but Zendesk currently ignores this information when creating a new end user profile and instead uses the first part of the email address as the user name.This affects our support agents, admins, and customers. Agents have to manually correct user profiles, administrators cannot configure a better experience, and customer records often contain incomplete or inaccurate names. What problem do you see this solving? (1-2 sentences)Allowing a Help Center form field to populate the requester's name would ensure that user profiles are created with accurate customer information from the beginning. This would eliminate manual profile maintenance and improve data quality across Zendesk. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)We are affected by this issue every day because our Help Center form is heavily used by customers. Whenever a new customer submits a request, Zendesk creates the user profile using the first part of the email address rather than the name entered in the form.As a result, our agents regularly see requester names such as "john123", "info", or other non-descriptive values instead of the customer's actual name. This creates additional manual work, makes customer identification more difficult, and reduces the overall quality of our customer data. Over time, this leads to hundreds of user profiles that require manual correction and impacts the efficiency of our support team. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Yes. Our agents manually update the end user's profile when they notice an incorrect or incomplete name. However, this is time-consuming, depends on agent awareness, and is not scalable given the volume of requests we receive. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Our ideal solution would be the ability to map a Help Center form field to the requester's name when a new user profile is created. Zendesk would automatically use the value entered in the designated name field instead of generating the profile name from the email address, ensuring accurate user data from the first interaction.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We need the ability to disable or manage the pop-up notifications that appear in Agent Workspace whenever a side conversation is updated. We recently rolled out a ticket escalation process built on side conversations, and our support agents are now constantly interrupted by these pop-ups with no admin option to turn them off. This affects all our support agents day-to-day, and admins who have no controls available to address the complaints. What problem do you see this solving? (1-2 sentences)It would give admins control over notification behaviour in Agent Workspace, allowing teams that make heavy use of side conversations to do so without disrupting agents with unwanted pop-ups. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)This is affecting us daily, every time a side conversation is updated — which since our new escalation process launched is multiple times per hour, per agent. Agents are interrupted mid-task by pop-ups for side conversation updates that don't require their immediate attention, breaking their focus and generating repeated complaints to our admin team. We raised this with Zendesk support and were told there is no option to manage or disable these notifications. The impact is reduced agent productivity and pushback against a process that otherwise works well for us. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)No — Zendesk support confirmed there is no setting or workaround to disable these pop-ups, so agents simply have to dismiss them manually each time!!!! What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)An admin-level setting (or per-agent preference) to disable or configure side conversation update pop-ups in Agent Workspace — ideally with granularity, e.g. suppress pop-ups but keep the notification badge/list, so agents can still see updates without being interrupted.
Hi team,The Quality Assurance AI module currently allows administrators to configure and manage AI-based scoring and prompt-based AI Insights. However, there is no visible audit trail or revision history that records configuration changes.Organizations need to understand:Who created an AI Insight Who modified an AI Insight When modifications occurred What changed between revisions Which version was active at a given point in time Whether a configuration was deleted or restoredCurrently, administrators appear to be limited to viewing the existing configuration without any historical traceability.Why this mattersAI-related configurations directly influence quality evaluations and operational outcomes. Without auditability:Change management cannot be effectively controlled. Root cause analysis becomes difficult when AI behavior changes. Internal audit requirements cannot be satisfied. Compliance teams cannot verify accountability. Organizations operating in regulated environments face governance challenges.This is particularly important given the increasing focus on AI governance and accountability requirements, including frameworks such as the EU AI Act.Requested EnhancementIntroduce enterprise-grade auditability for Quality Assurance AI configurations:Created by Last modified by Timestamped change history Complete revision history Version comparison Rollback capability Deletion tracking Exportable audit records Visibility through Zendesk Audit LogsIdeal ExperienceThe functionality should mirror the Revision History currently available for Triggers and other configuration objects, allowing administrators to see who changed what, when, and to review previous versions of AI-related configurations.Business ValueThis enhancement would significantly improve governance, accountability, compliance readiness, troubleshooting, and operational transparency for customers using AI-powered Quality Assurance features.Thank you!
We have noticed that when users search for content, including “how to” articles, the generative search results has started to respond with phrases like “sorry for the inconvenience” or “sorry for the confusion”. Following that, it provides a good quality response to the question.This is new behaviour - we monitor the results of Quick Search closely.It would be good to be able to prevent this behaviour, or add rules to the tool to modify the responses. Otherwise it detracts from the experience, and assumes fault on our platform unnecessarily.
During the regular website audit using SEMRUSH, issues concerning the Zendesk help center say "URL too long". Is there any way to shorten it for all articles to get rid of those issues?
With the rollout of the new features to customize the agent workspace within a ticket, it looks like the "Tag" field was overlooked. There appears to be no way to move or minimize the Tag field. It would be great if this could be made possible. We know that you can hide the Tag field but we want our agents to be able to see it in case of any issues or adjustments. However, we want to move it to the bottom of the form fields so it is out of the way. It can often take up a lot of space when multiple tags are added, especially when using Omnichannel routing and other automation reliant on Tags. Either have the ability to move it to the bottom of the form or allow us to minimize/shrink the window size in some way so it doesn't display the long list of tags.
It would nice if we had the ability to edit Internal notes. Currently once you change the status, the internal cannot be edited and you have to create another one. It would be nice to have this functionality
As users increasingly use AI Agents like ChatGPT or Claude to troubleshoot, Zendesk-hosted help centers have two accessibility problems: Direct fetch is blocked - when an agent tries to access a help center URL, Zendesk's Cloudflare configuration returns a 403. The agent never sees the content. Web search returns stale content - when agents fall back to web search, they get whatever was last indexed. If a topic recently changed in our knowledge base, the agent may end up returning inaccurate, out-of-date answers from the stale search cache. Zendesk should introduce an admin setting to host a `/llms.txt` file at the root of the help center domain. Publishing an llms.txt file would give AI agents a structured index of help center content optimized for LLM consumption. Ideally, Zendesk would also consider allowing verified AI crawlers through Cloudflare for help center content, since this is public documentation intended to be found. At a minimum, it'd be nice if we could add instructions to the llms.txt for agents to direct them to an agent-accessible source of help content.
Not all departments in my company work within Zendesk and we need to send template emails with instructions and would like to set the requester to a specific email address.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Hello, I started to work with AI prompting and try to use it in Action Builders, AI Agents, App Builders..As you know, AI needs a lot of test before beeing set in production, and some tests means review a prompt (add a new instruction) trying to optimise Agent Behaviour. What problem do you see this solving? (1-2 sentences)The problem I meet is that on some complex AI Agents with a lot of prompts, at some time the systems start to hallucinate or the new addings I put are not fully applied.To solve this issue, maybe an option may be to have a feature that can “Reprompt” in one unique prompt all the work done, or something like : what is the simplest prompt to arrive to this result. This simplest can be then used to go deeper in the project.. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)some days ago with all AI I tested (Chat Gpt, Claude, Zendesk…, Copilot..). At a point, it seems easier not to continue to argue with the AI but to restart from scratch with the experience learned in first issues. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)I tried sometimes to copy paste all my prompts in our AI internal solution to get a clean prompt, but not working smoothly. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)As I told maybe a capacity for AI to look in the app or agent built by prompting and from this reconstrut the simplest prompt to arrive to the same result.
We would like to submit product feedback regarding scheduled dashboard deliveries in Zendesk Analytics.As stated in this Zendesk article, users should receive reminder notifications one week and one day before a scheduled delivery expires. However, based on our findings, no such notifications are currently being sent. In addition, there are no notifications when:A scheduled delivery has expired and stopped running. A schedule has been automatically suspended after five consecutive export failures. Repeated export failures occur and the schedule is approaching automatic suspension.This creates a risk that administrators and recipients remain unaware that reports are no longer being delivered until someone manually identifies the issue.We would like to request automated notifications to the schedule creator and Explore admins whenever:A scheduled delivery is due to expire (one week and one day before expiration). A scheduled delivery has expired. A scheduled delivery has been automatically suspended. Multiple consecutive export failures occur.Proactive alerts would improve visibility, reduce administrative effort, and help ensure the uninterrupted delivery of business-critical reports.
Hello, I would like the option to show 30, 60, or 90 tickets per page, that I can see more tickets per page. Your documentation says you don't allow more than 30. For instance if I get one more ticket above 30, I will constantly be checking page 2. I would like to see things on one page. When https://support.zendesk.com/hc/en-us/community/posts/4409506839962-Views-Best-Practice talks about this issue, it says spreading things across multiple pages = "Consequently, you are unlikely to review all the results." Yes, but it goes on to say "If you find you that you routinely only look at a subset of tickets, consider refining the view's conditions to restrict results and simplify the query." So, the solution to having multiple pages of tickets in one view is to cut a bunch of tickets out of the view and use more views............... this is not how I prefer to manage tickets across multiple views. Essentially, because the ticket status would be the same across most, you're saying we should tag tickets and put them into other views. This is leaving room for us to make the mistake, to not tag properly when these tickets really do not need to be sorted into other views. We just need to see them. Thank you very much for your support. [Update - 07/19/22], I have been seeing your replies, thank you for your posterity. No, there has been no update or reply by Zendesk or the Development Team. I did have luck creating a view with unassigned tickets at the top, and excluding on-hold tickets, which are mainly projects we don't have the time to address anyways. This helped us fit most of our work into one page, but if we were larger or had more than 4 Agents it would still be a problem for us. I did Google the question to see if any progress was made, and I came across this. There could be a way to return Ticket views using an API. This is above my pay grade but using a cursor based pagination sounds like the thing. According to Zendesk 100 is the true max per page in "Support". Perhaps you could implement the URL parameter using dashboard customization: https://support.zendesk.com/hc/en-us/articles/4408839321754-Customizing-dashboards-with-URL-parameters Our plan is Team, so I don't think we are eligible for this feature, and I had no luck trying it in a browser. https://developer.zendesk.com/documentation/developer-tools/pagination/paginating-through-lists/ To use cursor-based pagination, you must include a page[size] query parameter. Example: https://example.zendesk.com/api/v2/users.json?page[size]=100
Feature Request Summary: Enable hyperlink rendering for Ticket form submissions. Description/Use Cases: When a user submits a form, any URL's in the Description field should be hyperlinked in the ticket. Agents working the ticket can then have the ability to click the hyperlinked URL, rather than having to select, copy, open a new tab, paste, and run in order to open the URL link. Business impact of limitation or missing feature: Since opening hyperlinks in tickets submitted from forms is a regular part of our teams' workflows, the reduced number of clicks per age per ticket adds up to a good efficiency win. Other necessary information or resources: Our old Zendesk support ticket about this topic: https://support.zendesk.com/hc/en-us/requests/6463089
Hi Team,The Zendesk Subscription page currently displays only the subscription term (e.g. "1 year") and does not provide visibility of the exact contract renewal date. It also does not indicate the deadline by which customers must notify Zendesk about subscription changes such as seat reductions, product removals, or subscription downgrades. This primarily affects Zendesk Admins, Account Owners, and other stakeholders responsible for subscription and license management.Providing this information directly within Zendesk would reduce the need for manual cross-checking and help administrators and account owners better manage contract renewals and subscription changes. It would also reduce the risk of missing important contractual notice deadlines.This issue arises whenever we need to review our subscription ahead of a contract renewal and determine whether any adjustments to seats or products are required. Because the Subscription page only displays the subscription term, the actual renewal date and any relevant notice deadlines are not readily visible. The information must be verified separately, creating additional administrative effort. This can lead to unnecessary time spent cross-checking renewal information and increases the risk of missing deadlines for subscription changes.Our ideal solution would be for the Subscription page to display the exact contract renewal date together with the deadline by which subscription changes must be submitted to Zendesk. Additionally, Zendesk should proactively notify all Zendesk Admins and the Account Owner ahead of renewal (for example, 60 and 30 days before renewal) and clearly communicate the final date for submitting any seat, product, or subscription adjustments.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] I am submitting a feature request on behalf of our Customer Support agents, Team Leaders, and WFM Administrators to implement deep-linking for schedule change notifications. Currently, when an administrator modifies a future schedule, the hyperlink in the agent's notification pop-up only redirects them to the default, current active week view rather than the actual modification. What problem do you see this solving? This would eliminate the need for agents to manually click through future calendar weeks and guess where a schedule change was made. It ensures instant transparency and saves significant operational time when managers are building rotations weeks in advance. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? This issue affects our team constantly, most recently this week as we pro-actively build out our upcoming August rotations during July. Because our leadership team frequently optimizes schedules in advance, agents are repeatedly disrupted by vague notifications that do not point to the change. This creates unnecessary confusion, forces agents to hunt through their calendars, and leads to missed updates because the specific adjustment isn't immediately visible. Are you currently using a workaround to solve this problem? (If yes, please explain) Yes, Team Leaders currently have to manually message agents via Slack or email to explicitly state the exact dates and times of the future schedule modifications they just made. What would be your ideal solution to this problem? How would it work or function? The "check here" hyperlink in the notification should utilize deep-linking to automatically redirect and focus the agent's WFM view onto the specific day or week where the schedule modification occurred.
When a customer emails in for the first time, it would be really useful to have a Trigger set the "Requester:Organization"...With multiple email addresses configured in ZD, this gives me the ability to automatically associate an end-user to an Organization based on where they sent their email to. I can create a custom field and have that set, but I can't set the Requester's Organization....making the built-in Organization field useless to me.
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