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As with most people, testing layouts in Dashboard is very much trial and error, but the current version doesn't allow you "revert to last published state" and the unpublished changes in editor message is permanently pinned to the top. There doesn't appear to be a way of reverting to last published state, and hiting edit takes you back to the edited test version. This needs to be a feature that's possible for the Explore app to be useful.
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 specify an email address or other non-agent requester in Child Tickets. Currently, it only allows us to select an Agent or Group from the side conversation panel, What problem do you see this solving? (1-2 sentences) All of our agents use side conversations to communicate and get feedback from our other departments, who operate outside of Zendesk. Right now, we have to manually revisit any open conversations that have been open for a long time. We have every other Pending status set to automatically "bump" tickets to remind the Requester we are waiting for a response. Having this portion of our system automate as well will cut down dramatically on any follow-ups we need to send.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 impacts every agent on our team every day. Not being able to automate this process that has been automated in every other instance is clunky and creates a disjointed workflow that hinders our ability to efficiently address important issues and instead have to spend time checking back in on items that are still waiting.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)We currently have our team set to receive emails when side conversations have not been updated. This still requires that our agents check their EXTERNAL outlook email, which redirects them to the ticket, meaning they have to then navigate to the side conversation and compose a follow-up email. This takes a minimum of a minute when it could take 0 seconds if automated. I have tried setting up an automation that runs when a ticket's status of "on-hold" (used only when we are waiting for side conversation updates) has lasted for more than 16 business hours. I allow it to add a tag "SIDE_FOLLOW_UP1". I then have a trigger which uses Ticket > Update via IS Automation, and Ticket > Tags Contains SIDE_FOLLOW_UP1. It then creates a side conversation reminding the intended recipient that the item needs attention.If I set these to create a side conversation via email, I can pull through custom ticket fields in the "to" field, which allows me to create a ticket field specifically for an email that the agent wishes to send side conversation updates to. This is not dynamic enough and very clunky.There does not appear to be any existing placeholders for any information within side conversations.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)My ideal solution would be that we can select "create a child ticket" and be able to set the requester to any end user we would like. I do not want the child ticket to default the requester to the person it is assigned to.
Hi there, We have customer clubs in our company and we'd like our top club members to get to chat faster than the lower tier club members. At the moment, Zopim doesn't offer this functionality, but with the voters' assistance, we may be able to have this developed.
We would like to see ticket deletion events made by any user in the Audit Log, alongside some filter options for these type of activities.For some context, the whereabouts of some tickets was questioned and we couldn't find these in the Audit Log. We knew they had been deleted and could find these deleted tickets in Zendesk Explore, but the ticket deletion events were not visible in the Audit Log. Having spoken with Zendesk Support, permanent ticket deletions can only be seen in the event log by the agent who deleted those tickets, rather than these being visible to all admins. Soft ticket deletions are visible to all admins, until they're replaced by the permanent ticket deletion events. This affects admins and means we lose visibiltity of key ticket events.This has been a problem for us over the past week or so, where someone deleted tickets and we had no record of what happened to the outside of Zendesk Explore.The workaround is to use Zendesk Explore, but this was not always accurate - we had to filter on the deleted ticket IDs to find what had happened to them.An ideal solution would be having visibility of all ticket deletion events made by any user, as well as the option to filter on these using the in-built filters.
Another missing chunk to audit logs -- Dynamic Content creation, deletion, and modification are completely untracked. This needs to be tracked. This is a very easy way for someone to maliciously change placeholder text and you would have no way of knowing who did it. Also, I would just like a record of what the heck we had for the DC for a variant before the latest change, to be recorded somewhere in Zendesk for posterity.
Only 20% of my agents will make use of the generative AI functionality, having to purchase it for all agents makes the cost-to-benefit ratio prohibitive. Please could this be reviewed? Other Saas businesses are taking this approach or including it in a, much lower, standard license agreement increase (not upwards of $50 per month per agent) Discussed on this post with lots of votes too, but couldn't find a feedback post https://support.zendesk.com/hc/en-us/articles/5715517808026
I hate to be an irritant here, but this feature gap is long over due to get properly addressed for Zendesk customers with multiple instances and or brands. Customers with multiple instances need a reliable and supported method to copy complete articles across multiple brands and instances of zendesk. All of the current "suggested" work arounds of using an unsupported script or a backup tool to then restore to another instance at band-aids and are not fundamentally addressing the feature gap. Is there any active work on for copying KB articles between both brands and separate instances of zendesk (some of your customers have many instances and many brands)? Will there ever be a proper unified API for the articles and their images and attachments? I will be happy to learn if I now am wrong and this gap does not exist. -Dave Ps. still a huge advocate, which is why seeing open aging feature requests that impact my business sting more....
When you merge a bunch of new tickets into a ticket that is pending, the pending ticket stays pending. But usually you're literally merging in the replies that ticket is waiting on. This then requires a second step of opening the ticket and setting it to open. When I merge new or open tickets into a pending, on-hold, or solved ticket, the most desirable behavior would be for the primary ticket to change status to the match the most open ticket merged in. If I merge in a pending and a new ticket, to a pending ticket, the ticket being merged into, should switch to open.
Hi, when creating a Jira ticket from Zendesk using the according plugin provided by Zendesk I can set a couple Jira specific ticket fields, such as e.g. project, issue type, assignee as well as some custom fields. However, the Configure Fields button only reveals a few Jira system and custom fields, but not all of them. I'm specifically interested in adding the Epic Link system field to the form. The use case is that I open a Jira issue which represents a user story in terms of a user requirement. A story always belongs to an epic. If I cannot select the Epic, someone has to go to Jira and add it manually. That’s additional overhead which we would like to avoid. According to Zendesk Support this is not possible, hence the feature request. Thanks,Mathias
Hello! I'm looking to make a trigger based on whether or not the Notes or Details fields are present on the Ticket Organization. These fields are not available to select from the Trigger conditions. Is there some other work around to check whether these fields have contents then run a trigger or automation on it? Thanks!
We have a client base and Support team in Finland. It'd be great to have Finnish language supported in Answer Bot for this.
Overview Similar to Agent Status switching to Offline when an agent signs out of Agent Workspace, we would like to see an option for agents to be automatically set to Active when they sign into Agent Workspace and are actively working on tickets, with an option to override the status as needed. This would be similar to functionality that already exists in Tymeshift. What problem do you see this solving? With the introduction of Omnichannel routing, many of our agents have been requesting that Zendesk Agent Workspace automatically mark them as online when they are actively working within the application, with an option to override this if they need to go offline. Agents often forget to toggle their status back to online, as they have been used to Tymeshift doing this for them 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? It is mostly an ease-of-use/agent experience request, though this does have some impact on customer response times when agents are accidentally offline. I get asked 1-2 times per week if this is a feature that could be added. Are you currently using a workaround to solve this problem? Frequent reminders to teams via group chats and close monitoring of Explore Live Data dashboards. What would be your ideal solution to this problem? How would it work or function? When an agent signs into Zendesk, they would receive a prompt, asking them to set their status. This would prevent any potential barrage of auto-assignments if they are just logging in to review something and are not actually available to have work assigned. If the agent has been idle for a long time and comes back online, the same prompt would be presented to them.
Hi everyone I’d like to share a feature request regarding view access management in Zendesk.Currently, it’s only possible to restrict view access by group.It would be really helpful to also be able to define access by individual agent. Use case:In some teams, a specific agent needs access to certain views that are not relevant for their entire group.Right now, the only workaround is to create additional groups just to handle these exceptions, which makes user and group management heavier and less flexible.Suggestion: Add the option to define view access permissions per user, in addition to the existing group-based access control.Impact: More precise and flexible access management Fewer unnecessary groups to maintain Better adaptability for teams with custom roles or shared responsibilities
Hello Team,We'd like to submit a feature request regarding the Usage Summary page in Admin Center > Account > Usage > Summary.As we evaluate the rollout of Generative Search, effective consumption monitoring has become a priority. The current view presents usage against an annual cap of 1.2M — along with a percentage toward that total — but does not surface monthly consumption in a meaningful way. This makes it difficult to track whether we are on pace with our monthly limits or approaching a threshold that could impact service continuity.What we're requesting:A dedicated, at-a-glance view showing:Current month usage — units consumed so far this billing cycle Remaining monthly cap — units still available for the current month Ideally displayed as both a raw figure and a percentage of the monthly allowanceWhy this matters:Monthly visibility is essential for teams actively managing consumption-sensitive features like Generative Search. Without it, admins are left extrapolating from annual figures — an approach that is imprecise and prone to oversight. A standalone monthly usage indicator would significantly improve our ability to forecast, govern, and respond to consumption trends in real time.We appreciate your consideration and look forward to seeing this addressed in a future update.
Our organization is using a real-time monitoring home dashboard to monitor a number of solved tickets. I expect to see how many tickets were solved each hour. If I build the last 24 hours solved tickets as a historical data report, it looks like this: But in the real-time dashboard, it looks completely differentCan someone explain the difference?
When scheduling delivery of Zendesk Explore dashboards, we can select daily, but I would love to see an enhancement that allows for delivery on weekdays only. Our support center is 12x5, so every monday I come in to two blank reports from Saturday and Sunday. There is a workaround that requires 5 different schedules but I'd rather delete the two emails. It becomes more problematic when looking at the hourly reports. Would similarly love to see a filter for "Business Hours" (otherwise I come in to 12 redundant reports). Keep up the great Exploring!
Hi Everyone,We’ve launched a new Jira integration for Zendesk Support, designed to give you more flexibility, better performance, and a smoother workflow between Zendesk and Jira. Learn more about what’s changed. If you’ve started using the new integration, we’d love to hear from you! What’s working well so far? Is there anything that could be improved? Any features you’re excited about or would like to see added? Your feedback is important and helps us make the integration better for everyone. Please post a comment to this thread with your thoughts, suggestions, or questions. We look forward to hearing about your experience!
Hello, I've created a form with many fields on it, however I'd like to prevent the user from proceeding and submitting the form if a certain option is selected/not selected in one of the first dropdowns. For example, you could have a dropdown like "Do you really want to submit this form? | Yes / No", and if No is selected, we do not display any remaining fields, and don't allow form submission. I tried using conditions, but I could only selectively "show" the remaining fields below it if the positive option is selected... however this breaks all of the remaining conditional logic further down (bad). I will probably end up doing it with JS but if there is an easier / cleaner method I would like to know. thanks
Hi, We support some of our customers via Slack threads, and we would like to have the ability to not only receive notifications but also to see the contents in slacks, meaning: - the client can create a ticket from Slack (already possible) - from then, we work from ZD and they work from Slack, and any update in one system is mirrored in the other system Thanks
Hi,Feature Request: Data for "Summarize Ticket " to be available in Explore, for reporting. There are several different departments/groups that could benefit from quickly be able to scroll through a report of the summarized ticket data. For example, Sales rep. may want to see the summary of all tickets from their customers.Or a Product Owner wants to see a summary of cases from all cases related to a certain category.
Feature Request Summary: Requesting the ability to have an End-User switch to enable/disable Dark Mode in their instance of the Guide. For example, a toggle on their profile. Description/Use Cases: Customers have been requesting a way to have the Guide have a Dark Mode option for accessibility and ease of eye strain. Business impact of limitation or missing feature: Many of our customers do not have the luxury based on their company security policies to add apps to their computer browsers to have a global browser dark mode. Having this option from our application end would help to improve satisfaction of the product and encourage use of the actual Guide versus our email or phone Support options. Other necessary information or resources: Discovered posts for Sell and Support but didn't not see one for Guide.
I want non-admin users to have the ability to arrange their own articles. Currently, only admins can rearrange the order of articles in sections. That's frustrating because I'm trying to scale the help centre across my organisation, which involves having hundreds of content writers. Ordering your articles is a fundamental part of managing your content, but none of them can do it -- they all have to go through me. Without this ability we're seeing a lot of extra friction, jumbled content -- and a frustrated userbase. And that pushes people towards trying solutions that give them more freedom like Confluence, SharePoint etc.
I usually use side conversations for internal communication, and the main thread for external communication. When someone from the organization ask for an update (or provide info) that goes into Zendesk, I would like to merge that ticket as a side conversation on the existing ticket with the client.
Hi all, We very often receive spam from addresses that differ from each other only, for example, by a third-level domain. Something like this: doorway.za.com, seopromotion.za.com, anyword.za.com and so on.. Your blacklisting system allows you to disable a domain, like this: reject:seopromotion.za.com it would be extremely useful to be able to reject emails from a masked email, like this: reject:*.za.com where the asterisk is used as the "any" operator. This would give us the ability to block mail by the mask rule. Thanks
Hello, As request on support.zendesk.com/hc/requests/6742537 I've my Zendesk to my Jira using Zendesk Support (https://www.zendesk.com/apps/support/jira/). The goal for our agent on Zenddesk is to create a Jira issue on a « Jira Service Management » projet but unfortunately I can’t neither display the « Request Type » field on the form on Zendesk, nor applying a value with field mapping. This system field is mandatory for us to ensure the issue is well qualified. Ludwig Parma told me that Jira Service Management Project isn't supported in the current Jira Integration. Could you please consider implementing this feature in future updates. Thank you
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