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For Knowledge articles, Zendesk offers the structure of Categories>Sections>Articles, which makes it easier to organize articles into groups of similar content ‘units’. But the content structure in Gather/Community is even flatter- Topics>Posts, which makes it more difficult to organize posts effectively. Adding even one additional ‘layer’ of organization, e.g. Topics>*Sub-topics*>Posts, should be very straightforward to implement, creates consistency in the content structure between Community posts and Knowledge Articles, and would improve usability/functionality of Community forums overall.
We would like to be able to customize the HTML template that appears when the second CSAT question is triggered following a negative response. When the end user receives the CSAT by email, they can reply straight away, but if the response is negative, an HTML page appears that cannot be modified. The problem is that simple: this HTML format bears no identifying features of the institution, which may appear suspicious to the user. Furthermore, it gives a poor impression. This template should be customisable in line with the client’s brand image.This is a recurring problem that occurs with every CSAT sent where the rating is not positive. I am not aware of any workaround. The ideal solution would be for each client to be able to customize the template in terms of colours and font size, as well as by adding a logo and corporate images. But at the very least, it should automatically include the client’s logo, which Zendesk already has because it can be uploaded to any brand’s knowledge base.
I would like to suggest an enhancement to the Knowledge Base reporting capabilities in Zendesk Analytics.Currently, the Knowledge Base Report provides the following metrics:However, there is no way to identify or filter the types of users who contributed to this engagement. From an operational perspective, understanding who is interacting with articles is just as important as the engagement itself.At the moment, the only available attribute related to users is “role.” Even this is limited to broad categories such as null, anonymous, end-user, and agent. It does not support more granular distinctions such as custom roles. As a result, it is practically impossible to analyze what kind of users are reflected in the Knowledge Base metrics.Additionally, there is no available API that allows us to retrieve this data at a more detailed level.Because of these limitations, administrators are unable to perform meaningful, user-based analysis of Knowledge Base performance. This makes it difficult to effectively manage and improve Help Center content.It would be extremely valuable to have the ability to:Filter Knowledge Base metrics by user attributes (including custom roles, user tags, user custom fields, etc..) Identify and analyze engagement by different user segments Access this data via API for more advanced analysisAdding these capabilities would greatly enhance the usability of Knowledge Base analytics and help administrators better understand and optimize their Help Center.
Our organization is set up to automatically assign tickets on a weekly basis to be reviewed by managers. When a manager is Out of Office for a week, their reviews are not completed (since they reset the following week). Reassigning tickets for one week is a very manual process with assignments. It would be great to have a delegation feature to be able to delegate reviews to another manager.
I really love the translation feature that allows us to automatically translate foreign language emails, but it's really useless if we don't have our replies auto-translated to the customer. This is in place for messaging, but not supported on email. Is there a reason for this? Please please consider adding this!!
Request: When Agent Workspace is enabled, agents using the Zendesk Support mobile app should be able to continue working on a support ticket once the chat interraction has closed. Problem: We have a number of interractions with end users that begin as chat interractions that are then coverted into support tickets. Often these same tickets would then be passed to engineers or field installation teams who use the Zendesk Support mobile app while on the move to bring up the relevant information. Prior to migrating to Agent Workspace, this was not an issue, however since making the change, we are presented with a message that says "An agent is talking to this customer. You can see a transcript of this conversation when they're done" this is despite the fact that the chat interraction was closed days prior.Screenshot from within the mobile appScreenshot from the ticket confirming the chat has ended.The ticket cannot be updated at all from within the mobile app if the ticket originated as an Agent Workspace chat Impact: For our business, this impacts the ability of our engineering and installation teams who primarily use the mobile app for their day to day assignment of jobs. If a fault is raised from a chat interraction with a customer, the field tech is unable to provide any updates (either internal or external) from within the app
Hello,I created 2 actions to extract metadata from tickets. They have been tested and they work as expected.These actions do not seem to be available in flow builder.I thought it could be cache issue, but it persists after 3 hours of the action creation date. Clearing cache did not help.
Hi,I'd be great if we can use the custom status for tickets and not only the status. That should apply for the steps related with tickets and branching, and also as variable for the next steps.Regards
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.
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issueWe are referring to the announcement “Announcing instant AI agent answers in web forms”In our Help Center, we provide articles for multiple product families. While these products operate within the same general domain, they differ significantly in terms of functionality, configuration, and support requirements.Each product family is represented by its own dedicated Help Center category. Customers submit their inquiries via web forms, and each product family has its own specific ticket form.For us to effectively leverage Instant AI agent answers, it is essential to establish a strict mapping between the ticket form and the corresponding Help Center category. In other words:If a customer submits a request for Product Family A using Ticket Form A, the Instant AI Agent must retrieve answers exclusively from Help Center Category A. Including articles from other product family categories would result in irrelevant or misleading suggestions, ultimately reducing answer quality and customer trust. This requirement primarily affects our customers (who rely on accurate instant answers), but also impacts our support agents and administrators. If AI suggestions are not precisely scoped, agents will face increased clarification effort, and customers may lose confidence in the feature. A category-based or form-based content restriction mechanism for Instant AI agent answers would therefore be critical for us to adopt this feature at scale. What problem do you see this solving?The goal is to enable customers to receive fast, targeted support through Instant AI agent answers, thereby increasing both our self-service rate and overall customer satisfaction.For this to work effectively, it is essential that the AI-generated answers are derived exclusively from articles specifically created for the relevant product family. If the system pulls content from the entire Help Center without restriction, customers may receive inaccurate or misleading information due to differences between product families.Precise content scoping is therefore critical to ensure relevance, maintain trust in the AI responses, and truly improve resolution speed and self-service adoption. 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 currently affected on an ongoing basis, as we are not able to fully leverage the feature in its current implementation. Due to the lack of precise scoping between ticket forms and corresponding Help Center categories, we cannot activate Instant AI agent answers in our web forms. If we did, customers submitting a request for Product Family A could potentially receive suggested answers from Product Families B, C, or others. From a customer perspective, this would be confusing and would undermine trust in the quality and relevance of the provided solutions. This limitation occurs every time we evaluate enabling the feature - which effectively means it impacts us continuously. As a result, we are unable to realize the intended benefits of higher self-service rates, faster resolutions, and improved customer satisfaction. From a business perspective, this means: Lost opportunity to deflect tickets through effective self-service Continued higher workload for support agents Reduced ability to scale support efficiently across multiple product families Until precise content scoping is possible, we cannot responsibly roll out this functionality to our customers. Are you currently using a workaround to solve this problem?At this time, we are not aware of any viable workaround.Due to the missing capability to restrict Instant AI agent answers to specific Help Center categories based on the selected ticket form, we cannot safely enable the feature. As a result, the only current option is to refrain from using it altogether. This means the limitation cannot be mitigated operationally or through configuration in its current state. What would be your ideal solution to this problem? How would it work or function?Our ideal solution would be the ability to explicitly link a ticket form to a specific Help Center category within the Instant AI agent answers configuration. Functionally, this would work as follows: Each ticket form (e.g., Product Family A) can be mapped to one or more defined Help Center categories. When a customer submits a request using that ticket form, Instant AI agent answers would only generate responses based on articles within the linked category. Articles outside of that scoped category would be excluded from consideration. This form-to-category mapping would ensure that AI-generated answers are contextually accurate and product-specific, preventing irrelevant cross-product suggestions. It would allow us to confidently activate the feature while maintaining answer quality, customer trust, and operational consistency across multiple product families.
Text in Messaging für Wartezeit und Position anpassen können. Aktuell wird gesiezt, wir duzen unsere Kund:innen und wir sprechen nach außen auch nicht von “Agent”. Danke.Es geht um diese Funktion: https://support.zendesk.com/hc/de/articles/8945071149210-Anzeigen-der-voraussichtlichen-Wartezeit-in-Messaging-Konversationen
Olá, boa tarde! Precisamos muito de ajuda. Reparamos que nossas resoluções automatizadas estavam sendo consumidas fora do comum, contatamos o gerente de contas e nossa consultoria da SISConsulti, para entender o possivel problema. Identificamos que a nova funcionalidade de Agente IA, não está seguindo a regra do nosso fluxo de BOT. Exemplo disso é o retorno do nosso ativo de WhatsApp, onde o fluxo do BOT cadastrado é que transfira o atendimento para o agente humano, mas o sistema esta enviando para o Agente IA, que envia para o cliente todas as opções do nosso BOT, como se o cliente estivesse entrando em contato conosco. Fora isso, a IA está atendendo como protocolo novo, respostas das pesquisa de satisfação do cliente, quando ele responde Boa. Hoje, infelizmente, o Agente de IA não atende nosso fluxo de atendimento, e estamos preocupados quando isso se tornar obrigatório em maio. Por favor, mediante aos relatos e anexos é possivel corrigir essa situação ou deixar desativado a função de Agente IA na nossa conta? Sobre as resoluções, estamos em contato com o gerente, para entender se iremos absorver os custos e a perda das resoluções devido a esse processo, mencionado da Agente IA não seguir nosso fluxo padrão. https://drive.google.com/drive/folders/1FHF3eGokYru-o7U7ItHO4KFOzCck4U7X?usp=drive_link
Dear Zendesk team, We would need a possibility in Zendesk Reporting to see the total amount of time in real days, where a ticket had been under a certain SLA policy. Example: ticket created on 12/03/2026; SLA policy “complaint” applied on 14/03/2026; ticket finally closed on 18/03/2026.We now want the reporting to give us the 4 days the ticket had been under the policy “complaint”, until it finally had been closed. Would it be possible to integrate metrics or attributes into the reporting to see how long a SLA policy is applied to a ticket until final closure of the ticket?
Please add the ability to remove default intent categories from the support interface. Many of the existing default categories do not align with our business needs and end up cluttering the interface for our agents when they manually select an intent for tickets. Having the option to hide or delete unused default categories would greatly improve clarity and efficiency. Additionally, please consider adding bulk-management capabilities for intent categories and subcategories in the Admin interface. A “Select specific intents” or “Select all” option for bulk updates would be beneficial. A drag-and-drop feature to reorganize custom intents would also make it much easier to maintain and restructure our taxonomy when needed.
Hi Team, Related to the change here: https://support.zendesk.com/hc/en-us/articles/10360295453082-Announcing-verification-for-anonymous-help-center-requests It would be extremely useful to be able to report on how many / which tickets are being created and how. For example it'd be really useful to be able to report on how many are being created anonymously (not logged into the Help Center) and which are being created while authenticated. It would help those looking to maybe switch on verification, if we were able to know the impact (in numbers) of what this change would mean. (I guess after this change, it would also be handy to know about those in the 3rd category - i.e. those who raised a ticket anonymously, and then either did, or didn't verify their email). Thanks!
Hello!Something that our company has been missing when making the switch from Salesforce Cases to Zendesk Tickets is the ability to add custom sections. It would be helpful to customize the ticket forms in Zendesk to better aid in Agent workflow. Basic functionality would include the ability to create segments and label them.These lines/segments are generated by Zendesk but it would be helpful to be able to create them and label them. Allowing multiple ticket fields to exist in a segment.
Since the transition to the Agent Workspace, our team has experienced a significant drop in UI efficiency due to the horizontal orientation of the ticket interface. Specifically, the layout makes it difficult to reference the "Original Ticket" or "Initial Request" while simultaneously drafting a response. Impact on Workflow: Increased Context Switching: Agents are spending 5–10 seconds per ticket just resizing windows to see the full context. This is happening multiple times per ticket. Reduced Accuracy: Because the original request is often hidden behind the composer or pushed off-screen, agents are more likely to miss small details in the initial query. Agent Fatigue: The "scroll-up-scroll-down" nature of the horizontal layout is physically more taxing compared to the side-by-side vertical view. We are having to constantly drag splitter up or down to either see what is in the original request or make space to work in the ticket. Proposed Solution: A "Vertical View" Toggle: Allow agents to choose a layout where the Ticket Fields/Original Description remain pinned in a vertical column on the left (or right) while the conversation flows in the center. Pinned Initial Comment: Alternatively, provide a way to "Pin" the first comment of a ticket so it remains visible regardless of how far down the agent scrolls in the thread. Business Value: Restoring a vertical or side-by-side layout would directly improve our Average Handle Time (AHT) and reduce agent frustration by allowing us to keep original request in view while we work on the request. Industry: Real Estate - Tech Support
Hello, Following this announcement from Zendesk, regarding custom user field permissions, it would be beneficial for us to have another set of “Edit” options available. Our use case is allowing agents in selected roles to be able to edit those custom user fields specifically, allowing more granular control over sensitive data in those fields.This selection could be available next to the “View” selection of the roles (screenshot example below):Please let us know if this is something that can be implemented, as we believe it can have impact on a lot of Zendesk's customers. Thank you.
Currently when agents use the Team Schedule view, it does not display the month name anywhere. So if they scroll through a few weeks it's really difficult to know what month you are looking at
Our managers and supervisors are struggling to effectively use the Schedule screen as we have a lot of agents. What they have asked for is some method to filter the list of agents being shown based on if they are scheduled to work on a specified workstream during that day. For example, filter the list to only show agents who are scheduled to work on the ‘Phone’ workstream during the day. They can then more easily adjust the lunch breaks to ensure we have enough cover on the phones all day. Hope that makes sence? Thanks
Our agents would like to see a month view in the Team Schedule view, like admins can see in the full WFM product. Currently they can only see a week view which is very limited
Feature Request Summary Enhanced flexibility for Zendesk WFM Performance Boards to include granular date toggles (Daily/Weekly/Monthly), dynamic agent/group filtering (threshold-based), and the ability to pull in custom metrics beyond standard system defaults. Use CaseOur leadership team and agents will begin using Performance Boards to track Average Handle Time (AHT) as a primary coaching metric, but AHT alone doesn't tell the whole story. Custom Metrics: We need to display proprietary or calculated metrics (e.g., "Productivity Score", ticket touches by group, comments per hour, ticket time/working time%) directly on the board. Currently, we are limited to standard system metrics, which forces us to export data to third-party tools just to see a holistic view of agent performance. Date Flexibility: Agents need to see how they are performing today to make adjustments, or over a month to see long-term trends, rather than being locked into a weekly view or daily view only. They need the ability to adjust the view. Leaderboard Parameters: We want to create a fair competitive environment. New hires often have high AHTs that skew the leaderboard. We need the ability to filter out "outliers" (e.g., anyone with an AHT > 10 minutes) so seasoned agents aren't compared against trainees, and trainees aren't discouraged by seeing their names at the bottom of a public list. Product limitation or missing feature Metric Rigidity: Performance boards are currently limited to "out-of-the-box" metrics and do not support custom-calculated fields or external data points. Fixed Timeframes: Lack of a quick filter to switch between Daily, Weekly, and Monthly views. Lack of Inclusion/Exclusion Logic: No way to dynamically filter the leaderboard based on performance thresholds or to easily exclude specific groups (like "New Hire Nesting"). Business impact of limitation or missing feature Data Fragmentation: Because we can't see custom metrics in the WFM board, agents and leads have to "toggle-hop" between different windows, leading to a loss of focus and reduced "source of truth" status for Zendesk WFM. Agent Morale: New agents risk exposed or "called out" when their high AHTs appear on a leaderboard next to veterans, which can negatively impact retention during the onboarding phase. Coaching Efficiency: Managers spend significant time manually filtering data or explaining "outlier" data to the team instead of coaching to the numbers. Other necessary information or resourcesIdeally, the Custom Metric feature would allow us to use a formula builder similar to Zendesk Explore to create unique KPIs that can be displayed alongside standard WFM data.
In the article displayed when the AI agent responds via the web widget, I believe that clicking “View article” takes the user to the beginning of the related article. I would like this behavior to be improved so that it can navigate not only to the top of the article but also directly to the relevant heading within the article.
I reported this issue to support who advised to raise this as a feature request. The new knowledge editor used to have the option of "CODE" within the "T" formatting selector. Having this within the editor provides a useful tool to our writers who may not remember to use shortcut keys or edit the source code to format text as inline code. We recently noticed this option has been removed. As shown in this article https://support.zendesk.com/hc/en-us/articles/7595840358042-Transitioning-to-the-new-article-editor, under the "Enhanced article editing tools" section which shows the T option as having formatting tools. Please include the incline code option in the "T" format option of the new editor.
I used to be able to sort a list of tickets by Requester. Now I can't. Could you please reinstate this sort functionality?
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