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Hi,We’re using Intent detection, and one limitation we keep running into is that intent seems to be based only on what the requester writes.In many cases the real intent becomes clear after the agent has asked follow-up questions, or when the agent summarizes the issue in their reply.It would be really useful if intent could be generated based on: the full ticket conversation, and/or the agent’s messages (agent-side intent) This would improve both routing and reporting, especially for more complex tickets where the first customer message is vague.
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.
Hello, Currently, customer device information is only surfaced for live chat and messaging conversations. We would greatly appreciate this capability being extended to Email and Web Form channels as well, in order to unify the support experience and improve operational efficiency across all ticket types. We handle a number of sensitive, high-priority projects where having immediate access to a customer's device details is essential to delivering fast and accurate support. Without it, agents are required to manually request this information from customers, which prolongs the conversation, introduces unnecessary back-and-forth, and diverts focus away from the critical issue at hand. This gap affects our team on a daily basis and has a direct impact on resolution times and overall customer satisfaction. Extending device information visibility to Email and Web Form channels would streamline our workflows, reduce friction, and allow agents to focus on resolving cases efficiently from the very first interaction. Our ideal outcome would be for device information to be automatically captured and displayed within the customer context for Email and Web Form channels, consistent with how it currently appears in live chat and messaging.
We have had no recommondations for a few weeks now, can someone help us with this?
Hi team,Currently, a suspended user can successfully place and complete a phone call through Zendesk Voice, but no corresponding ticket is created. Zendesk Support has confirmed that this behavior is expected: user suspension only prevents ticket creation, not phone calls, and calls from suspended users do not generate tickets.As a result, agents can handle lengthy customer interactions without any ticket record being created, leaving the interaction outside the standard support workflow.Business ImpactThis creates significant compliance, governance, and auditability concerns:Customer interactions can occur without any corresponding ticket record. There is no centralized audit trail containing the conversation details, agent actions, or interaction history. Quality Assurance, compliance reviews, and operational audits cannot reliably verify that the interaction occurred. Call recordings are not retained for suspended users, further reducing traceability. Organizations operating in regulated environments may be unable to demonstrate complete customer contact records.In our case, an inbound call from a suspended user lasted approximately 88 minutes and was successfully handled by an agent. The call was visible in Voice metadata but no ticket was generated, no interaction record was available through standard workflows, and the recording was unavailable.Expected BehaviorOrganizations should have the ability to retain an auditable record of calls from suspended users. At minimum, Zendesk should:Create a suspended ticket when a suspended user places or completes a call. Preserve call metadata and interaction details within Zendesk. Retain call recordings according to account retention policies. Clearly surface that the requester is suspended while maintaining a record of the interaction.Current BehaviorSuspended users can call Zendesk phone lines. Calls are connected to agents and can be completed successfully. No ticket is created. Call recordings are not retained. Interaction visibility is limited to backend Voice metadata.Why This MattersSuspension is typically used to restrict or control user activity, often for risk, fraud, abuse, compliance, or security reasons. Allowing successful voice interactions without generating a traceable record creates a gap in governance and customer interaction auditing.Even if the current behavior is technically expected, organizations should have the option to maintain a ticket-based audit trail for all customer interactions, including those involving suspended users.Requested EnhancementProvide a configurable option that allows administrators to:Automatically create suspended tickets for phone calls from suspended users. Retain call recordings and associated metadata. Ensure all customer interactions remain auditable and discoverable within standard Zendesk workflows. Generate reporting and analytics for these interactions in the same way as other customer contacts.
We would like the ability to manage user merge permissions independently through custom roles in Zendesk. While there is currently a dedicated permission for ticket merging, no equivalent control exists for user merging. This affects support teams that want to limit potentially impactful actions to specific agent groups while still allowing broader access to other administrative functions.User merging is a high-impact action that can permanently combine customer profiles and data. Because there is no dedicated role permission for user merging, agents who otherwise require profile management capabilities can inadvertently merge users by mistake, leading to data integrity issues and additional administrative work to correct the error.Our team has encountered situations where users were accidentally merged, resulting in account data being combined incorrectly. Recovering from these mistakes can be time-consuming and may require intervention from administrators. As the merge action is irreversible by agents and has significant consequences, the lack of granular permission controls presents an ongoing operational risk. This is particularly relevant in larger support environments where different agent groups require different levels of account management access.Currently, we must rely on agent training, internal procedures, and limiting broader permissions where possible. However, these measures do not prevent accidental merges and can restrict agents from performing other legitimate tasks they need for their role.Our ideal solution here would be to introduce a dedicated "Merge Users" permission within custom roles, similar to the existing ticket merge permission. This would allow administrators to grant or restrict user merging capabilities independently from other profile management permissions, providing greater control, reducing accidental merges, and improving overall data governance.
My team and I recently identified multiple instances where, despite being subscribed to the Zendesk Announcements section, we did not receive notification emails for certain newly published Zendesk announcements. After reporting the issue and working closely with Zendesk Support through multiple investigation cycles, Zendesk confirmed that this is the current system behavior.According to Zendesk, when an article is moved to the Announcements section, notification emails are sent only to users who have permission to view the article at that specific moment. If the article is initially restricted to Admins and Agents and its visibility is expanded later, the users who did not have access at the time of publication never receive the announcement notification, and the notification is not re-triggered after the visibility change.We would therefore like to request an enhancement to the Zendesk Announcements notification system.This creates a significant risk of users missing important product updates, platform changes, security notices, and feature announcements, despite actively subscribing to the Announcements section.Business Impact:Followers can miss critical announcements without any indication that a notification was not delivered. The current behavior depends on a temporary publication-state configuration rather than the final visibility of the article. Organizations following Zendesk announcements for change management, compliance, release tracking, and operational planning may not be aware of important updates. The current behavior can create inconsistent communication across teams, with some followers receiving important announcements while others are unknowingly excluded.Suggested Improvements:Automatically trigger notifications when article visibility is expanded to include new audiences. Provide a warning message when moving an article to the Announcements section while visibility is restricted, informing admins (Help Center editors) that users without access will not receive notifications. Consider basing notification delivery on the article's final published visibility rather than its visibility at the moment it is moved to Announcements. Add reporting or audit capabilities showing which subscribers received announcement notifications. Include a notification status indicator that allows administrators to verify whether subscribers have been notified successfully.Expected Outcome:Users who follow the Announcements section should reliably receive notifications for all announcements they are eligible to view, regardless of temporary visibility settings used during the publication process. Administrators should also have sufficient visibility and controls to validate, audit, and, if necessary, resend announcement notifications.Why This Matters:Subscribers trust the Announcement system to keep them informed about changes that may impact their daily operations, product usage, compliance obligations, and release planning. Notification delivery should be resilient to common administrative publication workflows and should not be permanently lost due to a temporary visibility configuration that is later corrected.This enhancement would improve reliability, reduce the risk of missed communications, increase transparency for administrators, and align the notification system with customer expectations for a critical communication channel.
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.
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)Zendesk has sent us a security concern notification regarding one of our agents. The user utilized an unauthorized Google Chrome extension to perform Search API calls and export tickets. As a result, this behavior is causing latency and performance issues for all users utilizing Zendesk. What problem do you see this solving? (1-2 sentences)Resolution of Zendesk latency issues and personal API usage concerns 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)The activity started around June 17. Causing latency and performance issues Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Email notification from the vendorWhat would be your ideal solution to this problem? How would it work or function? (1-2 sentences)It seems necessary to implement a mechanism to prevent personal accounts from exceeding a certain level of API rate limits.
Auto Assist needs to show the To and CC recipients of a reply inside the Auto Assist panel, before the agent clicks Approve, the same way the normal composer does. This affects all of our agents who use Auto Assist on the email channel, and especially the teams handling internal or sensitive tickets. Right now Auto Assist sends replies without ever showing who they're going to, so agents can send a message to CC'd recipients they never intended to. It’s a risk of unintended sharing sensitive data to unauthorized people. Recently, a ticket came in from an email where the sender had CC'd an internal distribution group that shouldn't have been on the thread. That original email never reached the group because the group only accepts messages from approved senders, but when I replied through Auto Assist, the reply went out from our support address, which is an approved sender, so the entire group received it. The Auto Assist panel only showed the message text, no To or CC line, so we had no way of knowing the group was still copied. After approving, the ticket showed the reply as going to the customer only, which hid the fact that anyone else got it. We noticed that it happens each time - once sent, it shows To recipient only, it shows CCs only if we open the ticket view again. The only workaround is to turn Auto Assist off and reply from the normal composer where the CC line is visible, but that relies on agents remembering to do it every time and removes the benefit of Auto Assist. The solution is to show the To and CC recipients directly in the Auto Assist panel, let agents remove a CC from there or at least show a warning when a reply is going to anyone beyond the customer (e.g. "this will also be sent to X CC'd recipients") to protect the sensitive data.
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)Requesting to add predefined, quick-select date range options (such as "Today," "Last Week" or "Last Month") within the reporting dashboard in Zendesk WFM, matching the functionality in Zendesk Explore. Currently, users are forced to manually click through a calendar to select custom date ranges even for standard timeframes. What problem do you see this solving? (1-2 sentences)This feature will eliminate the repetitive, manual clicks required to select standard calendar periods every time a routine report is generated, streamlining the workflow and significantly speeding up data retrieval for recurring metrics. 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)Recent was this morning (although this is going on for a while it seems) while helping out a lead with their reporting needs. Instead of a single click, we had to manually navigate the calendar to pinpoint the exact start and end dates for multiple different reports. This results in a cumulative productivity loss and unnecessary friction in what should be an instantaneous reporting task. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Yes. The only workaround currently is to manually choose the dates for every single report we need to view or export. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Implement a quick-select dropdown menu or row containing standard relative date ranges (e.g., Today, Yesterday, Last Week, Last Month, Year-to-Date) to automatically populate the correct calendar dates and updating the report without manually navigating the calendar.Screenshot for reference:
I would like the ability to deactivate groups. Currently the only options are to have active group or delete them. This restricts the options available when changing the group model in accounts that agents are restricted to tickets in their groups. If the old group(s) are deleted, agents lose access to all the closed ticket history. Which means you have to keep old group(s) active even if they are no longer used. Which opens the possibility of tickets being incorrectly associated with an old group.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue (2-3 sentences)An opt-in execution history where admins enable persistence per flow with configurable retention limits (last N executions or X days) to suit privacy/compliance needs, and where each saved execution can be opened to inspect every step's input/output. Failed executions could then be retried from the start or from the failed step — similar to n8n's executions panel.What problem do you see this solving? (1-2 sentences)Production failures are currently impossible to troubleshoot or recover from, because logs show only a step name and a generic error with no payload data and no retry mechanism. Tools like n8n solve this with saved executions, per-node input/output inspection, and one-click retry.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 a flow failed on an "if" branch step with only: "category": "INTERNAL", "handling": "UNHANDLED", "message": "An error occurred while executing the step. If the problem persists, please notify Zendesk". The ticket missed its automation through no fault of our logic, and there is no way to see what data the step received or to re-run the execution. These unexplained failures happen regularly, and each one means a silently unprocessed ticket plus manual detective work. This reliability gap is making us hesitant to build critical automations on Action Flows instead of external platforms.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)No real workaround exists — we manually hunt for affected tickets and fix them by hand, and for troubleshooting we can only try to reproduce issues in test mode, which doesn't reflect production data.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)An execution history view listing all runs (with retention), where each execution can be opened to inspect every step's input/output, and failed executions can be retried from the start or from the failed step — similar to n8n's executions panel.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue. We are requesting a native button or "one-click" action to move attachments directly from a Side Conversation into the main Zendesk ticket interface. This issue primarily affects Agents who must coordinate with external vendors or internal departments and then relay those specific files back to the Customer.What problem do you see this solving? This solves the friction of siloed information by allowing agents to seamlessly bridge the gap between internal collaboration and external customer support. It eliminates the risk of human error and data loss that occurs when manually handling files between interfaces.When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? This issue affects our team daily, most recently this morning when an agent had to download a dozen technical logs from a developer via Side Conversation just to re-upload them to the end user. Because this happens dozens of times a week across the department, it creates a significant "click-tax" that slows down our Resolution Time (MTTR). This inefficiency prevents us from maintaining a lean workflow and creates unnecessary storage clutter on agent local machines.Are you currently using a workaround to solve this problem? Yes, agents currently have to download the file from the Side Conversation to their local computer and then manually drag-and-drop it back into the main ticket comment.What would be your ideal solution to this problem? How would it work or function? The ideal solution would be a "Copy to Ticket" option within the attachment dropdown menu in a Side Conversation. When clicked, the file would automatically appear in the main ticket's attachment composer or be added to the ticket's "Events" log for easy selection.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We'd like the ability to report on the device a customer used (e.g., iOS, Android, web/desktop) as a dedicated attribute in Explore. Right now there's no clean way to capture and report on this at scale. What problem do you see this solving? (1-2 sentences) It would let us accurately measure ticket and conversation volume by device, so we can quickly spot platform-specific issues and trends. This gives us a much clearer picture of the customer experience per device.When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)We were affected recently when we ran into an authentication issue and wanted to understand its impact per device, but we had no native way to pull that data in Explore. Without a proper device attribute, we can't reliably measure how issues like this affect customers on each platform, which limits our ability to prioritize fixes and allocate resources effectively. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)None What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Simply add the customer's device as an attribute in Explore, since it's already visible per ticket in the workspace. That way we could easily filter and group any report or dashboard by device out of the box.
Current behaviorToday, after creating an Action Flow, we can update, deactivate, or delete it — but we cannot clone it.From what we’ve experienced (and as noted in the product ecosystem), Action Flows also have limitations such as:No option to duplicate an entire flow from the Action Flows list No option to copy/paste steps within a flow or across branches When logic is repeated across branches (e.g. notify Slack, call an external API, update ticket fields), the same steps must be configured again manuallyThis becomes especially painful for flows with many steps, conditions, API integrations, and mapped inputs/outputs. Desired behaviorPlease add the ability to: Duplicate / clone an Action Flow from Admin Center (similar to other Zendesk objects) Creates a copy with a suffix like (Copy) in the name Copy should include trigger, steps, branches, and configuration Copied flow should start as inactive by default (safer rollout) Duplicate individual steps inside the Action Builder Copy a step within the same branch Optionally paste into another branch (Nice to have) Export / import Action Flow definitions (JSON) for backup, migration, and sandbox → production promotion Use Cases1. Variants of the same processWe often need nearly identical flows for different scenarios (e.g. marketplace, region, brand, or ticket type) with only small differences in conditions or field mappings. Cloning would let us create a baseline flow and adjust only what changes.2. Faster iteration and testingWhen experimenting with new automation logic, we could clone a production flow into a test version instead of rebuilding it from scratch.3. Reduced human errorManual recreation increases the risk of missing steps, misconfigured API mappings, or broken variable references — especially in flows with external integrations.4. Better scalabilityAs Action Flows replace or complement triggers and other automation, teams will build more of them. Without duplication, maintenance cost grows linearly with every similar workflow.5. Consistency with other Zendesk featuresOther areas of the product already support cloning (for example, recent improvements to task lists include clone functionality). Action Flows would benefit from the same pattern.
Managing customer conversations is much easier when agents can quickly understand the full context of previous interactions.It would be helpful if Zendesk offered a unified customer interaction timeline that automatically displays all conversations across supported channels (email, live chat, messaging, social channels, and tickets) in chronological order on a single screen.Some useful additions could include:A visual timeline of every customer interaction. Filters by channel, date, or ticket status. Important milestones such as first response, escalations, and resolution. Internal notes shown alongside the conversation history. Quick navigation to related tickets without leaving the current view.This could reduce the time agents spend searching for past conversations and help teams provide faster, more consistent support.As someone who writes about customer service tools and digital solutions, I've found that features like this can significantly improve both agent productivity and customer experience. I occasionally share practical guides and industry updates on Khaleej buzz for readers interested in technology and online services.I'd love to hear what other community members think and whether this would be useful for their support teams as well.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We are piloting the Knowledge Copilot feature, and I could not scroll up to see the conversation history. I have a video of the issue but it doesn’t look like I can add it here. What problem do you see this solving? (1-2 sentences)I could not scroll back to view the article update recommendations. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)This is the first time we are piloting the AI Knowledge feature. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)No What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)If I could scroll up to see the conversation.
We're about to roll out Zendesk Talk to our Team but the ring tone is not being well received by our agents. Is there anyway to provide control over the ring tone or volume other than having agents turn down their system volume or muting the site? We're coming from a system that provides ring tone customization and volume control. Thanks!
Our team is a month in to using Zen Voice. We would love to be able to change the ringtone for incoming calls. Our reps have nightmares of the default ringtone after work away from the phones. A choice of ringtones or being able to upload our own ringtones would be fantastic. Also, do you think it'd be possible to give us some keyboard shortcuts for Voice? For example: hanging up.
Hi there, I am a team manager for a company called The Keyholding Company. We work use your company for calls and emails but my department primarily deal with phone calls. One of my colleagues struggles with ADHD and the ringtone is finds that the ring tone really grates on him. As far as I understand, it is not possible for us to change the ringtone currently. This has been an issue for him him for along time so I am really hoping you can give me an estimated time of when this feature will be added? I look forward to hearing from you. Kind regards, Jake Robins
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Users of Views in Workspace, Admin in Admin Center What problem do you see this solving? (1-2 sentences)Flexibility moving views, organizing workspace When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)I created a new view with all shared views visible. This was the 101st view. The views in the Admin Center paginate, so this was on the second page. When attempting to “Move selected view after...”, the only option was itself - options 1-100 were on page 1, and not available to select. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Filter down the views so that whichever one you would move below is on the page, making it selectable. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Add back “move to first position”, update the selection dropdown to show all views regardless of page.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We use Zendesk Help Center forms that can be submitted without requiring customers to log in. Our forms include a custom field where customers enter their full name, but Zendesk currently ignores this information when creating a new end user profile and instead uses the first part of the email address as the user name.This affects our support agents, admins, and customers. Agents have to manually correct user profiles, administrators cannot configure a better experience, and customer records often contain incomplete or inaccurate names. What problem do you see this solving? (1-2 sentences)Allowing a Help Center form field to populate the requester's name would ensure that user profiles are created with accurate customer information from the beginning. This would eliminate manual profile maintenance and improve data quality across Zendesk. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)We are affected by this issue every day because our Help Center form is heavily used by customers. Whenever a new customer submits a request, Zendesk creates the user profile using the first part of the email address rather than the name entered in the form.As a result, our agents regularly see requester names such as "john123", "info", or other non-descriptive values instead of the customer's actual name. This creates additional manual work, makes customer identification more difficult, and reduces the overall quality of our customer data. Over time, this leads to hundreds of user profiles that require manual correction and impacts the efficiency of our support team. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Yes. Our agents manually update the end user's profile when they notice an incorrect or incomplete name. However, this is time-consuming, depends on agent awareness, and is not scalable given the volume of requests we receive. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Our ideal solution would be the ability to map a Help Center form field to the requester's name when a new user profile is created. Zendesk would automatically use the value entered in the designated name field instead of generating the profile name from the email address, ensuring accurate user data from the first interaction.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We need the ability to disable or manage the pop-up notifications that appear in Agent Workspace whenever a side conversation is updated. We recently rolled out a ticket escalation process built on side conversations, and our support agents are now constantly interrupted by these pop-ups with no admin option to turn them off. This affects all our support agents day-to-day, and admins who have no controls available to address the complaints. What problem do you see this solving? (1-2 sentences)It would give admins control over notification behaviour in Agent Workspace, allowing teams that make heavy use of side conversations to do so without disrupting agents with unwanted pop-ups. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)This is affecting us daily, every time a side conversation is updated — which since our new escalation process launched is multiple times per hour, per agent. Agents are interrupted mid-task by pop-ups for side conversation updates that don't require their immediate attention, breaking their focus and generating repeated complaints to our admin team. We raised this with Zendesk support and were told there is no option to manage or disable these notifications. The impact is reduced agent productivity and pushback against a process that otherwise works well for us. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)No — Zendesk support confirmed there is no setting or workaround to disable these pop-ups, so agents simply have to dismiss them manually each time!!!! What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)An admin-level setting (or per-agent preference) to disable or configure side conversation update pop-ups in Agent Workspace — ideally with granularity, e.g. suppress pop-ups but keep the notification badge/list, so agents can still see updates without being interrupted.
Hi team,The Quality Assurance AI module currently allows administrators to configure and manage AI-based scoring and prompt-based AI Insights. However, there is no visible audit trail or revision history that records configuration changes.Organizations need to understand:Who created an AI Insight Who modified an AI Insight When modifications occurred What changed between revisions Which version was active at a given point in time Whether a configuration was deleted or restoredCurrently, administrators appear to be limited to viewing the existing configuration without any historical traceability.Why this mattersAI-related configurations directly influence quality evaluations and operational outcomes. Without auditability:Change management cannot be effectively controlled. Root cause analysis becomes difficult when AI behavior changes. Internal audit requirements cannot be satisfied. Compliance teams cannot verify accountability. Organizations operating in regulated environments face governance challenges.This is particularly important given the increasing focus on AI governance and accountability requirements, including frameworks such as the EU AI Act.Requested EnhancementIntroduce enterprise-grade auditability for Quality Assurance AI configurations:Created by Last modified by Timestamped change history Complete revision history Version comparison Rollback capability Deletion tracking Exportable audit records Visibility through Zendesk Audit LogsIdeal ExperienceThe functionality should mirror the Revision History currently available for Triggers and other configuration objects, allowing administrators to see who changed what, when, and to review previous versions of AI-related configurations.Business ValueThis enhancement would significantly improve governance, accountability, compliance readiness, troubleshooting, and operational transparency for customers using AI-powered Quality Assurance features.Thank you!
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