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The Talk application is very basic. At the moment you can only turn the volume up or down, but it would be nice to have several options as a ringtone.
I saw some closed comments about this, Where do we stand on more granular permissions for listening to call recordings? It would be far better if only admins and maybe team leaders have this access.
Request: Please extend forwarding caller ID support to manually forwarded calls initiated by agents. Currently, forwarding caller ID works when calls are automatically routed via IVR or routing rules. However, when an agent manually forwards or transfers a call (e.g., warm transfer, consult & transfer, or forwarding to an external number), the call displays the Zendesk Voice number instead of the original caller’s phone number. Why This Matters: 1. Better customer experienceWhen calls are manually transferred to Sales, Escalations, or external partners, the receiving party sees the Zendesk number instead of the actual customer’s number. This can cause confusion and delays. 2. Faster callbacksIf a transfer fails or drops, the receiving party often cannot easily identify the original caller. 3. Consistent call journeyFrom the customer’s perspective, their caller ID should remain consistent throughout the entire interaction — whether routed automatically or transferred manually by an agent. 4. Common real-world use caseMany teams rely heavily on warm/manual transfers rather than IVR-based routing. The current limitation creates inconsistency between automated and agent-driven workflows. Proposed Enhancement: When an agent manually forwards or transfers a call: Zendesk should present the original caller’s phone number as the outbound caller ID This should be configurable per number/brand (to respect telecom regulations and privacy policies) This enhancement would significantly improve Zendesk Voice for teams using manual transfers as part of their daily workflow. Thanks for considering this — happy to provide further examples or call flow details if helpful.
Hello, a really important feature for us is, to solve the incoming TikTok direct messages per Zendesk. Can you work on an integration like the one that you already offer for Instagram DMs?Best regards, Jonas
Hi team,We would like to have better automation and controls for managing inactive users in Zendesk, specifically end users and Light Agents who have not logged in for a prolonged period (e.g. 3+ months). This mainly affects admins, who currently have to manually monitor and clean up inactive accounts, as well as license management and security across the organization.This would reduce manual admin work, optimize license usage, and prevent long‑term inactive users from retaining unnecessary access to the instance.This issue occurs regularly as users leave teams, change roles, or stop using Zendesk for long periods of time. Admins must manually review last login dates, decide whether users should be downgraded or suspended, and apply changes one by one. Over time, this leads to unused Light Agent licenses, inactive end users remaining enabled, and increased risk of outdated access. In larger or fast‑changing teams, this becomes difficult to maintain consistently.Ideally, Zendesk would allow admins to configure rules such as automatically downgrading end users after X months of inactivity, downgrading inactive Light Agents to end users, and optionally showing a prompt or checkbox asking whether the user should be suspended once inactivity criteria are met.Additional context / examples (optional but helpful)- Inactivity period should be configurable (e.g. 90, 120, 180 days)- Actions could include downgrade, suspend, or admin confirmation prompt- Changes should be auditable so admins can review what was automatedThank you!
We were excited to see the new functionality allows for the survey to be available for 28 days, even after the ticket closes. Upon implementing it, we found two issues that we would like to see corrected: 1) In a ticket, you can no longer see the customer comment under the rating at the top of a ticket like you could with legacy. It is frustrating to have to open events just to see the comments in the new version. (it should also show the reason for a bad CSAT under rating) 2) When you set up a notification trigger for when a bad CSAT is received, there is no placeholder available for the Reason selected in the dropdown. Please make a placeholder available for {{satisfaction.current_reason}} in the notification body of a trigger. Thanks!
Product Area:Side Conversations (Email) Description trying to solve:Currently, for side conversations, emails are sent from the support address associated with the ticket (or the brand’s support address). Even when brands are not used, the “From” address is tied to the ticket’s original support/received address. We need the ability to independently define the “From” address for side conversations—regardless of the ticket’s recipient/support-address or brand assignment. For example: we may want all side-conversation notifications to come from “escalations@ourcompany.com” irrespective of how the ticket arrived. At present this is not possible via the UI or via the available apps (e.g., the “Select an Address” app does not apply specifically to side conversations). How we would like the product to work: Under Admin → Side Conversations settings, Email add a new configurable field: “Default side conversation sender address”. The field allows the admin to choose one of the verified support addresses or add a new alias (if permitted). Once set, all side-conversation emails (internal or external participants) will be sent from this configured address, regardless of which support address the ticket was received at or which brand (if any) is assigned. Optionally: allow per-ticket override (via a dropdown or API) so that for some side-conversations a different sender address may be selected if needed. Ensure responses and replies to that side-conversation remain consistent (so that replies still route correctly into Zendesk and don’t break threading or create ghost tickets). Update documentation accordingly: the “About side conversations” article should reflect how the admin-defined sender address will be used. Why is this important? (Business impact) Brand-consistency: For many organisations, side conversations are used to coordinate with third-party stakeholders (vendors, partners, legal) and they must appear from a specific address for compliance, partner expectations or audit trails. Outbound only customer notifications: Many organisations — especially in banking and finance — treat email as a less secure or non-interactive channel for customer-facing communications. They therefore prefer to use email only to send out notifications (from a “noreply” address) and direct customers back to a secure logged-in session (via a help-centre, portal or web-form) to view or respond. Being able to specify a dedicated sender address for email side-conversations is required in order to ensuring consistent communication flow via e-mail for both external and internal stakeholders. Sender-address control: Without this flexibility, organisations have to ensure all tickets arrive at a specific support address (or use workaround routing) just so side-conversations appear correctly. This adds operational complexity and risk of inconsistent “From” addresses. Avoid confusion / improve deliverability: If side conversation notifications come from a variety of addresses (depending on the ticket’s support address), recipients may not recognize the sender or may filter the email into spam/unexpected folders. A consistent dedicated “From” address helps avoid that. Future-proofing: As side-conversations become more widely used (for external partners, vendor management, escalations), the ability to govern the sender identity becomes a control/branding requirement. Are there any additional details, mock-ups, or constraints? No specific mock-up is attached, but the UI would only involve adding a drop-down for selection, and a check-box for activation / de-activation. Constraint: the chosen “From” address must be a verified support address alias in Zendesk (to preserve routing/replies into ticket). Constraint: Changing the default should trigger a change for future side-conversations; existing side-conversations would not retroactively change the sender. Table of desired behaviour:Ticket received at | Current “From” for side-conversation | Desired “From” when feature enabledsupport@company.com support@company.com escalation@company.comhelp@company.com help@company.com escalation@company.com Thank you for your consideration.We believe this enhancement will significantly improve flexibility and control for organisations using side-conversations in Zendesk Support. We look forward to seeing this added to the roadmap.
Submitting this product feedback to propose a new feature related to Zendesk Talk phone lines. When Omnichannel Routing is enabled and a customer calls the support phone line, a Zendesk ticket is automatically created for that interaction. It would be highly beneficial if the system could announce the corresponding Ticket ID to the customer during the call, ensuring they immediately receive a reference number for their case.Ideally, this feature would include configuration options that allow us to choose the voice used to deliver the message - such as selecting a male or female voice, choosing different accents, and specifying the language.This functionality would improve transparency for our customers and streamline our support process.
Currently, reviewers are unable to view or complete their assigned reviews if they miss the due date. Once the due date expires, the system automatically assigns new reviews. This is not a fair approach for any QA system.
Hi It would be really useful if Zendesk allowed someone else at the same organisation to respond/add comments to tickets. For Example User A from Example Organisation submits a ticket, but then is taken ill or is on annual leave. I would then like User B ffrom Example Organisation to have the ability to add comments/respond to these tickets from the help center Currently, if a customer has a team of people logging tickets under the same org, only the person that raised the ticket can respond, which is not helpful when the team work together to respond to tickets as a team.
We have a number of macros that are used to close ticket while filling in various settings. From the web interface I can batch select a number of tickets and run macros. From the mobile interface there does not appear to be an option once you batch select tickets to run macros. You can only run macros from inside individual tickets.
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.
Our company is evaluating the use of brand membership (department spaces) to manage and control team access to specific brands. While these restrictions function correctly in Support, they are not fully enforced in Explore. As a result, restricted users with access to Explore can still view sensitive information associated with brands they should not be able to access. Ensuring consistent application of brand‑level permissions across all Zendesk products would prevent restricted users from seeing brand names, ticket subjects, requester details, and other sensitive data within Explore dashboards and drill‑ins. We have observed that Explore continues to display restricted brand names in filters, and drill‑ins reveal ticket information from those brands - including brand name, ticket subject, requester name, and email address. This presents a significant data‑privacy concern and undermines the purpose of brand‑based access controls. Explore should fully respect brand membership restrictions by removing restricted brands from filters, excluding them from drill‑ins, and ensuring that no restricted brand data appears in query results. Ideally, data should be filtered at the dataset level according to the user’s brand permissions, ensuring consistent behavior with Support.
Hi, we assign Workload to all Agents doesn´t matter which language.If we use Auto-Assist, it always show local language “to approve” the answer, what Agents can´t read.How to get a English Version to be approved? Send out then in local language? Thanks.Tobias
I would like to track light agent activity on tickets, in particular the time they spend when updating a ticket. This is currently only possible for agents via the Time Tracking app, but not for light agents. Many thanks.
While the [Ticket Problem ID] field is great, being able to include the subject of the problem in queries for automated dashboard reporting would be amazing. I highly recommend the creation of a [Ticket Problem Subject] field, that would pull the Subject line of a Problem Ticket.
Hello, If we have made modifications in Zendesk Support, but it takes more than an hour for Zendesk Explore to reflect these changes in the existing dashboard. I would like the existing dashboard to be updated or refreshed every 15 to 20 minutes. However, the Explore feature can only update or refresh on an hourly basis.
Problem: Accordions and Table of Contents must be coded on each article. This is timely and a little finicky, you cannot have just any user making this kind of edit. A lot of time/effort has already spent on coding accordions and table of contents and for Zendesk to follow up on our questions/issues we run into because it is manual coding. My feedback: is for this to be implemented into the editor by Zendesk so all we need to do is click a button (like adding a table into the article). Need proof of the want/need for this capability? Look at this thread going back 3 years: Tip: Collapsible headers in articles or templates (accordions) – Zendesk help
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)We use Intents (Goals) to automatically route tickets and determine AI-driven responses based on internal procedures. Current limitations in managing default and custom intents reduce flexibility and create significant administrative overhead. This mainly affects admins configuring the system and agents who depend on accurate routing and automation.What problem do you see this solving? (1-2 sentences)Zendesk does not allow us to disable all default intents or reorganize intents after creation, which makes the structure rigid and hard to maintain. Because views can only filter on individual intents, this leads to inefficient and time-consuming configuration.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 occurs whenever we update routing logic, reporting, or AI workflows, which happens regularly as our support setup evolves. Recently, we had to manually select more than 50 individual intents across multiple views because grouping or tagging was not possible. There is also at least one unused default intent that cannot be disabled and continues to appear in our workspace. This increases admin workload, creates room for configuration errors, and limits how efficiently we can scale our automation.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Yes, we created separate high-level categories such as internal and external to introduce some structure. However, we still need to manually select many individual intents per view, which is not sustainable.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)We would like the ability to disable unused default intents and to move or rename intents after creation. Most importantly, we want to assign tags to intents so views, triggers, and automations can filter on tags instead of individual intents.
I'd like to report any articles that are growing old, or out of date. This will ensure quality control in that our library of articles are not growing out of date, or no longer irrelevant. I wouldnt want the answer bot, or our users to reference old articles that are no longer relevant. How can I report on all my articles, and display how long its been since they were last edited. I would need to either sort by last edited date.Or I would need to filter by last edited date.
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
I know that you can now view the comments left by a customer on the CSAT survey by clicking on Events within each ticket. I liked that was shown in the past along with the rating without having to take additional actions. From an agent perspective their time should be spent working new tickets. Since there is no indication that there is a comment left, they click on each ticket to see if there is a comment left. If you cannot keep the comments shown at the ticket level, it would be nice if there was some sort of identifier that a comment was left. Then the agents only click on Events to see comments on ones that received a comment instead on every ticket that was rated. To me, is an efficiency issue as well as an end user satisfaction issue. Where this important feedback is housed and communicated back to the agents (who the feedback is about) seems to have taken a step backwards with the new view changes.
Request: Please allow ticket Organisation to be updated on closed tickets using the Modify Closed Tickets functionality. Why This Matters: In real-world support environments, there are scenarios where tickets are: Closed before the correct organisation was aligned Migrated from another system with missing or incorrect org data Created by end users not properly linked to their organisation Impacted by org restructures, mergers, or reassignments Currently, once a ticket is closed, we cannot realign it to the correct organisation via bulk update. This creates reporting inconsistencies and historical data integrity issues. Reporting Impact: Organisation alignment affects: Explore reporting accuracy Customer account health tracking Contract/SLA reporting Revenue or account-based analytics Enterprise customer segmentation If historical tickets remain linked to the wrong org (or no org), reporting becomes fragmented and unreliable. Proposed Enhancement Allow the Organisation field to be editable on closed tickets via: Modify Tickets closed tickets - Within the Zendesk UI Via API (if not already supported) To preserve data integrity, this could be: Restricted to admins Logged in ticket events/audit logs Optional via an admin toggle This would significantly improve historical data hygiene and reporting reliability for enterprise environments. Thanks for considering this enhancement — happy to provide example scenarios if helpful.
I have a need to add hyperlinks to my Help form. The purpose is to ensure users have access to a prerequisite course before they continue with the submission of access requests. The only option I have right now is a Notification Trigger that responds back AFTER submission and provides them the hyperlinks. I'd like to be more proactive and reduce the need of relying on emails. Has anyone come up with a way to make this workaround work? i see no movement on the feature request that was submitted many years ago and as of 2024 it was identified as not being added to the roadmap - which is disheartening.
We need to pre-view/view PDFs, DOCs, Excel/Tables, and Image attachments via a preview window. We can't keep downloading attachments just to view them. Why can't there be a way to preview/view PDF, DOC, Excel/Tables, and Image attachments via a popup preview window? You can do this in Gmail and Outlook. All agents and admin are affected. It will solve the need to download everything just to look at it, which slows down the workflow and impacts HDD space. This happens with every ticket created as the customer sends the PO as a PDF. It causes many delays and wastes time. There is no workaround for this. You should be able to click on the link and choose to view it in a popup window or download it.
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