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For a few months now, the “print ticket” function has not been working for me in Firefox. Current browser version is 149.0.2 on Windows 11. Printing tickets used to work in my Firefox browser several months back; I don’t remember exactly when it stopped working.Behavior: When I click “Ticket drucken” (“Print ticket”), as shown in the screenshot, the pop-up window simply closes and nothing further happens.When I switch to Google Chrome, the function works flawlessly.
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)When creating views in the Admin < Workspaces < Views, the names of the views are hardly readable as the table shown in this overview does not fit to the screen size/resolution of my monitor. You cannot expand the column width. I use the :: to create folders in the views, e.g. Customer Success::Felix::All open tickets, which is hardly readable. I would need to hover my mouse over the name to view it.What problem do you see this solving? (1-2 sentences)It would help with keeping a better overview of all the created views and their “folders” 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) It occurs constantly, there’s no workaround. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)no, there’s no workaround, except for hovering your mouse over the name but that takes a lot of time.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Being able to increase the width of the table in which these views are shown.
I sincerely welcome the launch of the new Zendesk Community.Based on the announcement I read, I was especially encouraged by the following statement:“Improved moderation standards & capabilities, so you no longer need to wait for a human to approve your post.” This is a wonderful improvement, and honestly, it was one of the reasons I felt hopeful and excited about the future of the new community.However, based on my actual experience, this improvement seems to apply only to creating new posts.When I try to reply to an existing post with a comment, I still receive a notification saying that my comment will be reviewed by a moderator before it is published. This has created a very real and serious challenge for me.I am located in Korea, and when I reply to another user’s question via a comment, the moderator responsible for approval appears to be in the United States. Because of the time zone difference, moderators are often asleep when I post my response. As a result, my comment is not published until the next day—sometimes many hours later. The user who asked the original question is left waiting.This kind of delay makes the interaction feel less like a modern online community and more like an old-fashioned telegram exchange, where communication happens with long gaps and little immediacy. Even when someone genuinely wants to help, the system itself becomes a barrier.If this is the only way we are able to communicate, I fear that the new community—despite all of its potential—will struggle to thrive. Communities grow through timely, natural, and conversational interactions. When helpful replies are delayed not by people, but by process, both helpers and questioners lose motivation. With great respect, I would like to strongly and sincerely ask that the approval requirement for posting comments be removed, just as it has been removed for creating posts.Trust in the community, combined with improved moderation tools, is what enables real engagement. Allowing comments to be published immediately would dramatically improve responsiveness, collaboration, and the overall health of the community—especially for global users across different time zones. I truly appreciate the effort Zendesk has made to build this new community, and I want to see it succeed.This request comes from that very desire.Thank you for listening.
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)I would like to be able to collapse the call transcription, when created in a talk ticket. it makes sense to be able to do so as some calls can be very lengthy, with the transcription taking up so much room.What problem do you see this solving? (1-2 sentences) It will stop ticket lengths being longer than they should be.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 turned off the option to see transcripts, not utilising the feature and its benefits.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)No current work around or option to choose this, to my knowledge.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Simply have a + button which we can use to open the transcript when needed. The transcript should remain minimised once the call ends.
When viewing Users list under Organization > Users there is no visual indication if User is active or not. Both Active and Suspended users are displayed in the same way in the list. It would be very helpful if any kind of visual indication of User status would be visible in this list so Agents and Admin viewing the list could easily distinguish Active from Suspended users.
On the agent dashboard --> Customers ... any customer who has had their account suspended shows "Suspended" beside the customer name. I was wondering if the same thing could be applied at the "Organization" view of the "Customers" list?
We sometimes have people spoofing our execs and I do a sweep through user accounts to see if there's any more that pop up. When I do a search for a user name, in the example below, I see 9 hits. Only one of them is legit, the other 8 are all bogus entries that I've suspended. There's nothing on the screen here to tell me I've already looked at them (because they are already suspended). Can we:1) have some option for additional fields here, or include whether or not a user is suspended in this list, and2) have an additional option to filter users in the filter tool for active vs suspended? I have to manually open all of these to verify I've suspended them. I should be able to see this at a glance.
Presently, there is a filter to show Suspended users only, by means of a checkbox. That means it is impossible to view non-Suspended users only. In fact, I often want (and I expect many folks often want) to see only non-Suspended users (that is, to hide Suspended users), and I would prefer to set that as the default.
I have been trying to jump into the Deletion Schedules pool this week and have found some extreme things lacking. Hopefully I can build a case for these 4(ish) suggested features: 1) Out of the box, there are only two conditions you can set (unless you buy an advanced package) to control what is included. The first is hard coded. It shouldn't be hard coded. Let us have two conditions that we choose please. Zendesk has selected “Last Updated”. That's not a bad selection, but when you look at the previewed results, you don't even see that field. The field you see with a date is “Last active”. This is confusing. (A preview, by the way, should at minimum also include the Ticket ID, pretty please?). I was hoping for some way to identify tickets in my case that were created from 0 to July 31, 2022. There's no way to do that. Or, alternately, to be able to set a condition by the Solved date. That would be nice. 2) Why can't we have a condition with a date range? Why do I have to go to https://timeanddate.com to figure out the calculation of July 31 to (today) and have to enter the exact number of days into the condition builder? That's great if you're doing a rolling deletion, but if you're trying to do a one off purge, this is not helpful at all. There should at best be an option to choose a date range OR the existing # days,months,weeks,years that exists now. 3) Enhance the Preview Results feature. As suggested in (1) above, this needs to have the Ticket ID in it. I want to be able to spot check that ticket to know it's the right ticket to get deleted. I could have any number of dozens to hundreds of tickets with exact subjects. This is not reassuring. Most importantly is the subject of DATA INTEGRITY. How, for example, can I know for sure what tickets are going to be deleted? This seems like a silly question because yes, I set a query above, so those are the tickets that get deleted. But is it? I created reports in Explore to try to find out how many I should be expecting. Here's a use case (and I'm just making these numbers small and simple for example, as my numbers were way, way bigger…):-- I configured the Deletion Schedule to the number of days between July 31 and (today) and set the Form to the form I wanted to identify the tickets to delete with. I got a preview of 96 tickets. I set up a report in the Update History dataset in Explore for the same conditions: Tickets that were closed and that were last updated between 0 and July 31,2022. My results in the Explore query was 100. Where are the other 4 tickets that should be deleted? AND… how can I be absolutely sure that the 96 in the preview are a subset of the 100 in the Explore report? If preview gave me 96 and Explore gave me 96, I'd probably not think anything of it, move on, and set the deletion schedule. Since these are tickets that have been closed since 2022, I can't imagine I'm working with an issue where Explore hasn't updated the dataset. This is old stuff. What we need are two things:a) An Explore recipe for showing EXACTLY what to expect in a Deletion Schedule, andb) An EXPORT feature in the Deletion Schedule. There needs to be a “modeller”: A function that would model the deletion, not actually perform it, but create an .cvs or .xls output of the files (again… please… with Ticket ID number) so I could run a compare between what Zendesk's Deletion Schedules say will be deleted vs what I should expect via an Explore report will be deleted. If I get two different numbers from the Preview and from Explore it could mean a few things:a) There is something going on ‘under the hood’ in what Deletion Schedules considers “Viable” for deletion that is not readily apparent and visible, and/orb) There is something else than what is apparent in the Deletion Schedules that I need to be configuring an Explore report so that I get the same matches. Again, an Explore recipe that matches exactly how a basic 2 condition deletion schedule works would be really fantastic. This is a big issue to us as we are nearing (95%) of our data storage and should not have to buy more storage when we've identified hundreds of thousands of tickets we can easily delete. I just need to know WHAT I am deleting and that it's the correct data and deletion is a bit of a severe action to take, of course. 4) A way to delete not just users or tickets, but ATTACHMENTS via this interface. Sometimes, it might be useful just to have the attachments removed to save space. Outside of painful API calls, I don't have a way to do that. This interface would be the perfect place to embed this feature right into the Admin Center.
Working in Support, I have a preference of opening up multiple tickets at a time, so they appear as their own, separate tabs, in order for me to visualize and prioritize the work tickets i have to take action on. Example below:
Human could make mistake. Agents cannot avoid such situation. Hope Zendesk can consider the Unmerge function to allow solving of human mistake.
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)https://support.zendesk.com/hc/en-us/requests/new?ticket_form_id=7299885911962 - please don’t clear the "Description" field when returning the form to the user on errors. Everybody who can sign up for a Zendesk account is affected. What problem do you see this solving? (1-2 sentences)https://support.zendesk.com/hc/en-us/requests/new?ticket_form_id=7299885911962 - when I submit this form with, e.g. “Which product do you need help with?” not filled in, then it comes back a) with an according error message - OK, b) with the "Description" field cleared and all my input there gone - NOK. 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)Yesterday. I had to retype the description. Happens sometimes. Delay and nuisance factor. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)I copy the Description text to the system clipboard, just in case What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Please don’t clear the "Description" field when returning the form to the user on errors.
We're requesting the ability to explicitly set a ticket field to null (empty/cleared) using the built-in "Update ticket" action node in Action Flows. This affects our entire support operation, as the flow in question runs on every single ticket and is responsible for dynamically setting field values based on other field conditions.What problem do you see this solving?There is currently no way to clear a ticket field value through the "Update ticket" node, which means action flows can only add or change values — never remove them. This makes it impossible to build fully reversible automation logic where a field should be unset when certain conditions are no longer met.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 affects us continuously, as the flow executes on every ticket. The core issue is that when an agent sets a field value by mistake, the action flow cannot reverse that by clearing the field — it can only overwrite it with a different value. This breaks our field-dependent logic and leads to incorrect downstream behavior that agents then have to catch and fix manually. Because the automation is meant to be the single source of truth for these field values, the inability to nullify undermines the reliability of the entire workflow.Are you currently using a workaround to solve this problem?We previously used a workaround where we referenced another empty field and passed its value as a variable into the target field, effectively writing a null. However, this workaround recently stopped working and now returns a 422 error, leaving us with no viable path to clear field values through action flows.What would be your ideal solution to this problem? How would it work or function?The "Update ticket" action node should either offer an explicit "Clear value" or "Set to null" option for each field, or accept empty value.
1. We have many custom object lookup fields but due to this limitation mention in this articlehttps://support.zendesk.com/hc/en-us/articles/4408824384538-Reporting-with-custom-fields?Z2_EN-US%5Bquery%5D=custom%20object#topic_glv_tww_23bWe are unable to report of custom object lookup fields.2. The custom object records page is limited in its display options. Currently, it only shows the default columns: Name, Created at and Last updatedIt does not provide the ability to add other object fields as columns for viewing.
I can see this has previously been flagged here: https://support.zendesk.com/hc/en-us/community/posts/4409222690586-Restrict-agents-from-changing-Display-Name But i want to take the opportunity to re-raise this issue. From a point of legal and admin concern whereby we notice numerous agents incorrectly changing their name or alias for one reason or another. Not only does this cause issues for reporting and admin but also potential PR concerns as aliases are user facing. Due to the size of the organisation, flagging and chasing agents is unproductive and we'd need a more tech supported solution.
We're requesting that the Help Center Redirect Rules API be updated to support passing query parameters from the source URL through to the redirect target. This affects our support operations and web development teams, who use vanity URLs and dead urls that may redirect or end up at Help Center web forms. Without query parameter passthrough, we lose the ability to pre-fill ticket fields via URL parameters after a redirect fires.What problem do you see this solving? (1-2 sentences)Currently, redirect rules strip all query parameters during the redirect, which means any context embedded in the URL — such as pre-filled ticket fields, form IDs, or tracking parameters — is silently lost. This forces end users to manually re-enter information that could have been populated automatically.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 affects us on an ongoing basis whenever we share vanity URLs that are meant to land users on a pre-filled request form. For example, a link like support.example.com/cancel-contract?tf_12345=xyz redirects correctly to the target page, but the tf_12345=xyz parameter is dropped entirely. This means the ticket field isn't pre-populated, the user has to fill it in manually, and our routing automations that depend on that field may not trigger correctly. It adds friction for end users and increases the rate of miscategorized tickets for our agents.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Yes. Custom pages with Javascript redirect which is poor practice and forces rigid path of /hc/{locale}/p/{page_name}What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Ideally, the Redirect Rules API would include an option (e.g., a preserve_query_params boolean) that appends all query parameters from the original request URL onto the redirect target, merging them with any parameters already present in the target URL.
Currently, AI agents can only be edited by an administrator.We believe that it is a security issue that only administrators can operate an AI agent, which is a single function, so we would like to see the ability to assign privileges through custom roles, etc.
Based on https://support.zendesk.com/hc/en-us/community/posts/360046933933/comments/360011763093 Submitted on behalf of myself and @Maggie St. Clair Feature Request: Add the ability to mark all users of an organization as suspended Description/Example/Use Cases/Proof of End-Users Requesting: https://support.zendesk.com/hc/en-us/community/posts/360046933933/comments/360011763093 Use Case: When an organization is no longer a customer, my company has to go through every single user individually in that organization and mark them as suspended. This is time consuming and can lead to missed users.
Hi,We have identified a situation where tickets can experience errors (e.g. not all triggers are executed) when end-users attempt to add CC emails when it is not allowed. Currently, the audit log records the error:This user does not have permission to create new user records. The following email addresses have been removed from CC: e****@example.comEvent log shows the error as well.However, there is no automatic tag applied to the ticket to indicate this situation.Request:Please consider implementing a feature where a specific tag is automatically added to tickets when such CC-related errors occur. This would allow our support team to: Quickly identify tickets where CC addition failed. Respond according to our internal support flow. Ensure triggers and workflows are reviewed when they might not execute due to CC errors. Suggested tag name: cc_error or cc_failure.This would improve visibility and efficiency for our support operations.Thank you for considering this feature.Related docs: Configuring settings and permissions for CCs and followers Why are CC recipients not added when forwarding an email? CCed email address not added to my ticket Permitting only added users to submit tickets
If I make a change to the schedule, then someone else generates a new schedule all of this information is lost. We balance 2 teams in 2 different timezones, so things do change with illness etc and new schedules generated to update breaks. When generation happens, manual edits are lost and meetings also. Can these items be saved somehow?
Few things on this:If I add a recurring meeting this is not overwritten when I generate a new schedule. Can this be locked in please? For Workstreams, can I view Combined Workstreams in the Workstreams staffing panel. Can agents have a read only view of this section please? The team schedule view in the Zendesk Side app is useless. Thank you
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 a small business so planning coverage is key. If we have some on time off and an additional absence pops up, if we add this in we would like to be notified if there is any timeframe where there is 0 coverage as we run 24/7 coverage. What problem do you see this solving? (1-2 sentences)Ensuring we have agents available for our users at all times Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Having to constantly review coverage, we had hoped this tool would do this for us What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Some sort of email or pop up to indicate that there is 0 coverage at [TIME]
I would very much like to have the option to have more than one value as a condition in order to reveal a specific ticket field or fields.
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)Currently Zendesk's conditions ONLY allow to SHOW THESE FIELDS. For example, if Plan name is ABC then SHOW THESE FIELDS. However, my company has multiple fields that must be filled out to complete a ticket, but there are small differences. For example Ticket A may need fields 1, 3,4 while Ticket B needs Field 2, 3, 4 and Ticket C needs field 1, 2, 4. This is affecting my agents/customers as the workarounds are either too complicated or the form is too long and the agents/customers are opting to not fill out the form! What problem do you see this solving? (1-2 sentences) If the HIDE fields conditions was created we could create one ticket that could be further optimized, customized, and save time when filling out the forms. 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 problem happens on a daily basis. This is critical for our business as our agents have call times they must adhere and having a form that is really long is adding time to their call times. Or creating multiple forms was too complicated and the agents would choose the wrong form. All resulted in the company not capturing needed data as the agents would not fill out the form or not capture all the information that was needed as they quickly rushed through the form. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Yes, we stopped using multiple forms after the first few days as it was pretty quick that wasn't an option so we are using one form with all of the fields on it. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Resolution: in conditions if we can have HIDE THESE FIELDS and all it does is hide the field from view if certain conditions are met. For example if Ticket is A then HIDE FIELD 2 - that's it. Everything else on that form should auto show in the order that it's on the form. If Ticket is B then HIDE FIELD 1. Additional Information (concerns):Creating multiple different tickets for each instance. If your company is like us with multiple line items then you wound up making 20+ tickets just to capture all the information you needed. With each ticket basically the same, but with minute differences. Don't forget each year the Tickets may change because of federal regulations or contractual changes. For example Ticket A in 2024 needed fields 1, 3, 4 but in 2025 the contract changed and now they need fields 2, 3, 5. Also trying to grab a report and remembering to capture ALL tickets when you can grab one report that have all fields that was captured so 2024 would only pull fields 1,3,4 and 2025 2,3,5 because that was the fields that were available. Create one ticket with all the fields no matter what. This is our current process. To ensure that required data is capture it's ideal to make almost every field required, so the agents have to put N/A in the spots that don't apply. When making those spots optional fields would get skipped. This resulted in extremely long tickets, which took a lot of time to fill out, which resulted in agents call times becoming longer, which puts stress on the agents, which resulted in agents opting to not fill out the form. Even making their call times longer the form was still too long to fill out.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue: I am requesting a feature to "lock" the Assignee field on Solved/Closed tickets so that the original agent's name is preserved even after a group change. This is critical for Admins and QA Managers who need to reorganize historical data without destroying performance metrics and audit trails.What problem do you see this solving? Currently, Zendesk forces a "Ticket → Group → Agent" chain that makes it impossible to move a ticket to a new group if the original agent isn't a member there. This prevents us from organizing our archives by department or product line without losing the record of who actually did the work. It solves the "Unassigned" ticket crisis that occurs during any structural cleanup.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? We are affected every time we need to reassign historical tickets to new departmental groups (e.g., shifting archive data from one support tier to another). Most recently, when moving tickets to reflect a new organizational structure, thousands of tickets lost their assignee names, appearing as unassigned or reassigned to the Admin. This completely breaks our long-term KPIs and makes Zendesk QA (Klaus) unusable for historical reviews, as the agents literally disappear from the reports.Are you currently using a workaround to solve this problem? Yes, we have spent significant time trying to build a workaround using Custom Fields, Triggers, and Webhooks to capture and re-write the Agent ID. However, even with the API, the system rejects the update because it enforces group membership even for tickets that are already closed. We also tried managing visibility via Brand access, but this caused a "blind spot" for our technical teams who lost access to the tickets they needed to see. None of these workarounds provide a clean, visual solution within the UI.What would be your ideal solution to this problem? How would it work or function? The ideal solution is to allow Historical Attribution: a Solved/Closed ticket should be able to keep its Assignee regardless of current group membership or active status. Ideally, there should be a system setting to "Lock Assignee on Solved Tickets" so that moving them for organizational purposes doesn't trigger a reassignment. This would ensure that both Zendesk Explore and Zendesk QA (Klaus) always show the correct person who solved the ticket.
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