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Hi team! I love the new ‘Categorizing your views’ feature as doco'd here: https://support.zendesk.com/hc/en-us/articles/8009260752794-Categorizing-your-views . Thank you for bringing that into the world!! One thing that I'm still not able to get used to, is the icon showing whether the view is collapsed or not. I ALWAYS (despite now using this feature for a number of weeks) get confused by the direction of the arrow, and whether the group is actually expanded or collapsed. I don't think I'm the only one, because I've had to field a few calls from people saying ‘I’m not seeing the views under section x' and I've had to explain that they need to expand the category to see the views nested inside - and their response is ‘oh I thought it was expanded’ 😆 Finally got around to talking to my sub-conscious brain and seeing why it was always confused, and I think the issue is that (this is probably exaggeration) every other product has their arrows pointing in the opposite direction. I've found that most other products use the down arrow to show that the folder/category/etc is expanded - whereas Zendesk views use the down arrow to show that (I'm assuming) you can press down to show more items - i.e. the down arrow indicates that the category is collapsed.To illustrate: Zendesk views Collapsed category (sub-items hidden) - arrow faces down Expanded category (sub-items shown) - arrow faces up then contrast this with all the other tools which have trained my brain the other way: Gmail mail folders Collapsed folder (sub-items hidden) - arrow faces to the right Expanded folder (sub-items shown) - arrow faces down Sublime text Collapsed folder (sub-items hidden) - arrow faces to the right Expanded folder (sub-items shown) - arrow faces down Source tree Collapsed folder (sub-items hidden) - arrow faces to the right Expanded folder (sub-items shown) - arrow faces down Jira navigation Collapsed folder (sub-items hidden) - arrow faces to the right Expanded folder (sub-items shown) - arrow faces down Apple notes Collapsed section (section text hidden) - arrow faces to the right Expanded section (section text shown) - arrow faces down Apple finder Collapsed folder (sub-items hidden) - arrow faces to the right Expanded folder (sub-items shown) - arrow faces down Safari / Edge / Chrome bookmarks folders Collapsed folder (sub-items hidden) - arrow faces to the right Expanded folder (sub-items shown) - arrow faces down …. i'll stop, but in just hunting around in applications that I have easily at hand, I couldn't find any examples of an app/tool doing it the other way - all the examples (even Google and Apple seem to agree) seem to use the same unwritten convention of “arrow facing downwards = section/folder/category is expanded”. Anyway, it's not a huge thing, but it does literally confuse me every time I use them 😄 Thanks for listening!
I would like to see some improvements to the Suspended Tickets view. One of our instances has multiple teams that aren't truly related to each other, but we have to work with each team individually to have them manage their suspended tickets to recover false positives and to clear out spam. Allow the ability to see/filter the Received at address. When multiple teams need to manage suspended tickets, they have to open each suspended ticket to understand if it is theirs or not. Because the received at address is hidden, they may be looking at tickets meant for other teams, or that they've already reviewed. Provide logs/data on which tickets were recovered or deleted. Suspended tickets are still volume that comes into our teams. I would love to see more data on who is recovering or deleting these. Even if I could see the received at email, the cause, and the status (recovered, deleted, auto-deleted after 30 days) it would give me a ton of information to help me understand if there are issues with my email address or improvements I can make for my customer base. Allow for triggers to be applied to suspended tickets. I think this should be separate than standard rules, but allow me to augment suspended tickets with rules that help auto-recover or auto-delete tickets based on criteria I set. A good example of this is the Shredder app on the Marketplace. (which is a great solution for those that are allowed to install Marketplace apps in their instance). These features would help me do and understand a few things: For instances with multiple unrelated teams, they could manage their own suspended tickets without impacting other teams resulting in faster customer responses for false positives. We could automate the processing of known suspension issues that we commonly see. We can understand if there are opportunities for improvement. Suspended tickets can have high volumes for us, but once we recover or delete a ticket, we lose the ability to really learn from that. Data to help us research and improve what we have setup and integrated with Zendesk would be much easier.
Regarding announcementhttps://support.zendesk.com/hc/en-us/articles/10360295453082-Announcing-verification-for-anonymous-help-center-requestsPlease add the ability to turn off this feature, do not make a decision for us. We do not want to burden our customers with an unnesesary additional email.
Hello,We recently migrated from Classic Chat (Web Widget) to Messaging and identified a significant limitation regarding CSAT.In Classic Chat, agents had the ability to manually trigger the CSAT survey during the conversation, allowing us to request feedback at the most appropriate moment (beginning, middle, or end of the interaction).With Messaging, this capability is no longer available. CSAT surveys are now only sent automatically when the ticket is marked as Solved, with no option for manual control.🎯 Why this mattersThe timing of a CSAT request is critical.Being able to ask for feedback at the right moment:increases response rates improves positive ratings allows agents to act based on the conversation contextRemoving this flexibility has a direct impact on how we manage customer experience and performance metrics.⚠️ Current limitationNo ability to manually trigger CSAT in Messaging No equivalent feature compared to Classic Chat No supported workaround💡 Feature requestWe would like to request:👉 The ability for agents to manually trigger CSAT during Messaging conversations(e.g. via a button or action within the agent workspace)This would restore flexibility and allow teams to better manage customer feedback.📊 Business impactFor support teams using chat as a primary channel, this is not a minor feature — it is essential for:CSAT performance quality monitoring customer experience optimization🙌 Call to actionIf this feature is important for your team, please upvote 👍
As incoming email has a native function to translate language in Agent Workspace. It makes sense to have it for outgoing emails messages as well. I'm sure the customer/end-user would prefer to read replies in their native language. This functionality should be enabled in Agent Workspace.
It is common for tickets to have three or four agents each sending a single reply, creating a tie under the "most active" logic. In these cases, the QA is regularly assigned to whoever replied last, which is often just an agent acknowledging a customer thank-you. This undermines the integrity of QA evaluations and makes it difficult to accurately assess and coach agent performance. There is a filter available for total agent reply count on a ticket, but this is not the same as filtering by the reviewee's individual reply count. No workaround currently exists to ensure a QA is only assigned to an agent if that specific agent sent a minimum number of replies on the ticket. The ideal solution would be a filter that restricts QA assignment to a reviewee only if that specific agent sent X or more replies on the ticket (configurable threshold). This would prevent reviews from being assigned to agents with minimal participation and ensure evaluations reflect meaningful customer interactions.
We would like to provide feedback regarding the current behaviour of the Co-pilot response box, specifically related to the visibility and editability of the To and CC fields. At present, the To and CC fields are not visible or editable within the response interface. This limitation prevents agents from reviewing or amending recipients in accordance with our internal operational procedures. As a result, we contacted Zendesk Support and were provided with a workaround. However, the workaround requires agents to complete the following steps: Turn off Auto-Assist Manually remove the CCs from the ticket Click Submit without making any other changes Re-enable Auto-Assist Accept the Co-pilot–generated response While this workaround allows agents to amend the CC fields, it introduces multiple additional steps into the ticket-handling process. This significantly reduces efficiency and undermines the intended purpose of Co-pilot as a productivity-enhancing tool. More importantly, this limitation introduces operational risk. Without clear visibility and control over the To and CC fields during the response process, there is an increased likelihood of responses being sent to unintended recipients without proper agent verification. We hope the team will consider this feedback as part of ongoing improvements to Co-pilot. Even if this impacts a limited number of customers, recipient visibility and control are critical for maintaining accuracy, compliance, and trust in customer communications. Thank you for considering this enhancement.
Currently, there is no way to have the notification bell play a sound in Messaging when someone reaches out on a Messaging chat. It is easy to miss chat messages for longer than intended when multitasking in other windows if there is no audible sound cue. Could this option be added?
Sometimes ticket conversations become very long - and they become even longer in some cases where recipient's and CC's are included later on. Long strings of email conversations are sent in to the ticket, and the entire email chain is included in a single response. I've seen hundreds of these, and quite often they have multiple replies like this. So scrolling down to the next one can be very difficult - sometimes I "miss" the start of the next message, the message I'm looking for. A simple fix would just be to have an arrow to click, so that Zendesk automatically scrolls down to the next message in a ticket conversation. It could even be an up/down arrow for easy access, and it would certainly make my life a lot easier.
With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.
Hello,In the end-user view, it is not possible to select multiple statuses simultaneously.As a result, clients are required to select each status individually, and there is no view that allows them to quickly see all tickets currently being handled by support (e.g., statuses such as new, open, and stand-by).
Vision for AgentsThis feature would significantly reduce the number of duplicate case handling situations the team faces daily.Currently, one agent may respond to a request, and later another agent ends up handling a different ticket related to the exact same case. In the end, both tickets need to be merged, resulting in unnecessary duplicated work and lost productivity.Today, we rely on Explorer to identify tickets with the same value. However, there is a limitation: if we include the Ticket ID in the rows, we lose the aggregated quantity view. This forces agents to manually drill down into the data every time to investigate duplicates.Ideally, Zendesk could provide a dedicated view or query feature that automatically displays all tickets from the same requester or organization where the “License Plate” field has the same value across multiple tickets.This would allow agents to quickly identify potential duplicates directly within Zendesk, without the need to search the entire database through the API.
In my enviroment I have to create a segment and search rule for each organization (client) and I have over 100. With each AI Agent I have to duplicate these. It would be nice if I could just copy the AI agent or the segment/search rules from one to the other. If I am missing it, just let me know, thanks.
This appears to be a bug: On the new macro page, when you add a filter, then go view a macro, when you make an update the filters are cleared. You have to start over again to add the filters.
TITLE: Restore Ctrl+Click / Middle-Click Support for Add > ArticlePlease restore the ability to open Add > Article in a new browser tab from Guide/Knowledge. This affects admins and knowledge managers who create and maintain help center articles, especially when building multiple related articles in the same category and section.What problem do you see this solving?Opening a new article editor in a separate tab lets us keep the previous article open for reference while creating the next one. And doing so from a published article in the KB will open the article editor with the Category/Section already assigned. This is especially important because Zendesk does not currently provide a way to copy or duplicate an existing article.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 started affecting us after the new article editor update released in May (I’m pretty sure). Previously, we could Ctrl+Click or middle-click Add > Article to open the editor in a new tab, with the placement already selected. Now it only opens in the same tab, which interrupts the workflow and makes it harder to create several sequential or related articles. This impacts us whenever we are building or updating groups of knowledge base articles, adding extra manual steps and slowing down content creation.Are you currently using a workaround to solve this problem?The only workaround is to duplicate the current browser tab first, then click Add > Article, or manually open a new tab and navigate back to the needed location. These workarounds are slower and less reliable than the previous standard browser behavior.What would be your ideal solution to this problem? How would it work or function?Ideally, Add > Article should behave like a normal browser link again, so Ctrl+Click, middle-click, and “Open Link in New Tab” work as expected. I’ve already been told that this change is new the expected behavior, but it would be great if the new editor supported a way to open a new article editor in a new tab while preserving the selected category and section.
Currently there doesn’t appear to be a way to do a search of Zendesk Tickets or Users where a logical OR is required outside just doing it on a singular field (eg. tags:tag1 tags:tag2). For example, if I have both a user’s email and a user’s external ID (both on external systems) and I want to find out if they have a Zendesk profile already (or they may have two profiles if they used a different email at some point), so I would want to search email:joe.bloggs@example.com OR external_id:joebloggs262626but instead I have to do two separate searches, greatly increasing the amount of times I must hit the API endpoint.Ideally, I’d like to be able to produce a more advanced query where I can/must specify all operators (like I’d rather have to explicitly provide AND operators than have this “friendly” version that implicitly treats everything like AND at the cost of not being able to provide an OR)
Following the recent release of the messaging transcript download capability, Zendesk now allows end users to export conversation transcripts as text files directly from the Messaging interface. However, when attachments are included in the conversation, the generated transcript contains URL links pointing to the attachments hosted on the Zendesk subdomain.This behavior introduces a concern, as the attachment URLs expose the Zendesk subdomain structure, which may not be suitable for external visibility. From a customer and compliance perspective, this can:Reveal internal system details (e.g., Zendesk subdomain naming) Create inconsistency with branding and customer-facing communication Potentially raise security or trust concerns for end users accessing system-generated linksWe recommend enhancing this functionality by:Replacing Zendesk subdomain links with masked, branded, or public-facing URLs Alternatively, providing secure downloadable attachment handling within the transcript itself Ensuring alignment with customer-facing security and branding standardsThis improvement would help ensure a more secure, seamless, and professional experience for end users downloading transcripts.
Following the recent enhancement to the messaging “End Session” functionality (Zendesk announcement link), Zendesk now captures and displays the agent who manually ends a session within the ticket event log. However, this information is currently not available in Zendesk Explore (Analytics). This creates a limitation when reporting on tickets, as there is no corresponding attribute in Explore datasets to identify the agent who ended the session. Additionally, the drill-in functionality does not provide visibility into this data, preventing deeper analysis at ticket level.As a result, it is not possible to track or report on session termination activity per agent, which limits the ability to perform QA, auditing, and performance analysis. We recommend exposing this data as a dedicated attribute in Explore datasets and ensuring it is also available within drill-in, so it can be used effectively for reporting and investigation purposes.
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)I need to create a view to see all Incident tickets and which Problem ticket they are linked too What problem do you see this solving? (1-2 sentences)When I have multiple Problem Tickets I need a way to view the Incident Tickets linked to them in 1 view showing the Problem ticket ID in a column that they n=can be grouped by 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)Today, we on-boarded a new CRM into our ZD instance and this is a function they need that was available in their FreshDesk instance Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)NO, there is no current workaround the fields are backend only and not searchable in Support What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Make the fields searchable, make them available in ticket views as columns that tickets can be grouped by
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences) When using the Content Moderation >> Moderate Words tool, it matches strings, which essential makes the tool useless. What problem do you see this solving? (1-2 sentences) Matching partial strings of a banned word list isn't helpful. For example, "assistance" or "assurance" would get matched if you have "ass" in the word list. 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 a daily issue when moderating posts. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences) The only workaround is not to utilize the Moderate Words feature What would be your ideal solution to this problem? How would it work or function? (1-2 sentences) This tool should moderate based on the entire word string, not a partial text match.
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. I am using Omnichannel Routing to reassign tickets to a group when a user is in a custom Out of Office status. Currently, when Omnichannel Routing handles a ticket reassignment, the ticket events log simply lists the actor as "System" with no reference to Omnichannel Routing. This issue primarily affects Admins and Team Leads who are trying to audit ticket routing and troubleshoot assignment workflows.What problem do you see this solving? This would solve the lack of visibility and traceability in ticket routing. Right now, it is incredibly tough to research and explain to agents how or why a ticket was reassigned when the only footprint in the ticket events is a generic "System" update.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? I am affected by this on a weekly basis when agents ask why a ticket was removed from their queue or assigned to someone else. When checking the ticket events to investigate, there is no explicit mention of Omnichannel Routing. This impacts our business because it forces Admins to spend excess time jumping between ticket events and analytics dashboards just to confirm that Omnichannel Routing was actually the engine that reassigned the ticket due to an Out of Office status.Are you currently using a workaround to solve this problem? (If yes, please explain) Yes, but it is manual and time-consuming. I have to find the exact timestamp of the generic "System" assignment event in the ticket, and then navigate away to the Zendesk Agent State detail dashboard. From there, I review the agent's state for that specific day and time to determine if they were in an Out of Office status. If they were, I can finally conclude that Omnichannel Routing drove the reassignment.What would be your ideal solution to this problem? How would it work or function? My ideal solution would be for the ticket events log to explicitly name "Omnichannel Routing" as the source of the assignment action, rather than just saying it was done by "System". Alternatively, adding a detailed event note explaining that the reassignment was triggered by an agent's specific capacity or Out of Office status would give us the full context we need right inside the ticket.
The schedule trigger for Action Builder has a frequency selector, but only a Daily option. Ideally this would include hourly at a minimum, but also a custom run (ie. 4 hours), minutes, etc.
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)This feedback is primarily from agents who use Zendesk tickets throughout the day. Some agents feel that moving the dropdown for other tools to the left reduces the space available for tickets, which are the main focus of their work. There are also concerns about the visual design, including the harsh black highlight on the active ticket and tabs that are not clearly separated unless hovered over.What problem do you see this solving? (1-2 sentences)Improving the layout and visual hierarchy would help agents stay focused on tickets and navigate the interface more easily. Better use of space and clearer tab separation would create a more intuitive and less distracting experience.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 issue was noticed recently during regular day-to-day ticket handling by agents. The updated layout made the ticket area feel more cramped, and the active ticket styling felt visually distracting. The lack of clear separation between tabs also caused some confusion when navigating between them. This is an ongoing issue that affects agents daily and can slow down workflow efficiency and overall user comfort.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)There is no real workaround for the layout and styling concerns at this time. Agents are simply adapting to the changes, but the interface remains less comfortable and intuitive than before.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Ideally, the ticket view would be given more priority in the layout, with secondary tools taking up less space. It would also help to soften the active ticket highlight and add stronger visual separation between tabs so they are clearly distinguishable at all times.
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)I want an option to disable "PDF preview in Agent Workspace". The new "PDF preview in Agent Workspace" causes Zendesk to throw up a pop-up window which I must close every time I click on a PDF attachment. I request an option to disable "PDF preview in Agent Workspace" so I can just click on a PDF attachment and have my browser download it. What problem do you see this solving? (1-2 sentences)The new "PDF preview in Agent Workspace" causes Zendesk to throw up a pop-up window which I must close every time I click on a PDF attachment. This is slowing me down.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 a daily problem which adds a mouse click to almost every ticket that we process. It is a new waste of time caused by Zendesk.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)I tried to have UblockOrigin run a script to disable the popup but that doesn’t work!What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Zendesk should introduce a setting to allow me to disable the "PDF preview in Agent Workspace".
I suspect this is from being in the middle of the list and not intentional, but it feels odd Moscow is the default timezone on schedule in Action Builder. Using the admin’s timezone or defaulting to UTC would be ideal.
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