Knowledge

I learned how to use the clock to see a timeline of the history on a ticket.

One thing I learned in Zendesk that every new user should know is the importance of understanding ticket flow and ownership.Before taking any action on a ticket, check the ticket details, requester information, conversation history, assigned group, and current status. If a ticket needs to be transferred, first identify the correct department. If you are unsure which team owns the request, reach out to the relevant groups or helpdesk channels instead of transferring it randomly.Using proper assignment, internal notes, and clear communication helps avoid delays, duplicate work, and confusion between teams. A well-managed ticket is not just about resolving the issue—it’s about making sure the right team has the right context to resolve it faster.

Given the need to secure attachments in Zendesk, we have implemented format restrictions, but we cannot completely prohibit the sending of attachments, particularly via email. However, on contact forms, we wish to remove the option for users to upload attachments. We have hidden the section using JavaScript code, but our security teams, when testing, successfully bypassed the scripts and attached a file. So what does Zendesk offer to disable the addition of attachments via configuration rather than JavaScript?

Hi allWe have a system which is on the following platforms:.NET Web application. Android (native). iOS (native). Android and iOS (.NET Maui).Users login to whichever platform they want to use and are authenticated using our own authentication code. I want to make some of the knowledge base pages visible only to our users and I am a bit confused about the best approach to take. I have seen some mention of SSO - but I can’t quite work out if that will work for this scenario and couldn’t see clear implementation instructions. Will our users will then need to create a separate Zendesk account for this to work, and also which option would be the the most suitable.Would be interested to hear from anyone who has got this working.Thanks

Will Zendesk provide a dedicated dataset, reporting capabilities, or API access for Knowledge Copilot activity? Specifically, we are interested in understanding whether usage metrics, user interactions, AI-generated responses, feedback, and other performance data will be available for reporting, analysis, and continuous improvement of the knowledge experience.

As AI becomes a key channel for delivering answers, our approach to content is shifting from simply creating more content to creating smarter, structured, and more useful content.Earlier, content creation was mainly focused on documenting information. Now, we focus on making content easier for both users and AI systems to understand by improving structure, clarity, and consistency. We are working towards creating content that is searchable, well-organized, and provides direct solutions to user needs.We are evolving our content strategy by: Reviewing existing content and identifying gaps, outdated information, and areas that need improvement. Creating content with clearer titles, structured sections, and simple language to improve discoverability. Updating content based on user queries, feedback, and common support challenges. Maintaining better content governance to ensure information stays accurate and relevant. To decide what content needs changes, we look at: Frequently asked

Can anyone from Zendesk clarify or point to any article that explains if or what changes to  Help Center & Gather are captured in the Audit logs?  As a the public facing KB/Access point I find it odd that there appears to be zero loging in the audit logs for theme changes, them edits, etc.... I hope this is a oversight in documentation, else this enterprise tool has a MAJOR gap.   -Dk

Hey Folks!We have been running Zendesk for our university student community for over a year now, and while our knowledge base continues to grow, we are now focused on improving its effectiveness rather than simply increasing the number of articles.Some areas we are currently exploring include:• Identifying outdated or underperforming content• Measuring true article effectiveness beyond page views• Improving searchability and content discoverability• Reducing recurring tickets through knowledge enhancements• Creating stronger departmental ownership of articlesFor organizations that have had their knowledge base in place for a few years, what were the biggest improvements you made after the initial implementation phase?Would love to learn from your experiences.

I think AI is pushing content strategy from “Do we have an article for this?” to “Can this content produce a clear, trusted answer?”That has been the biggest shift for me.A lot of help center content was originally written for humans to browse, skim, and interpret. But when AI becomes the delivery layer, the content has to work differently. It needs to be easier to retrieve, easier to summarize, and less dependent on a person connecting the dots.The main changes I’m thinking about are: Making answers more direct and explicit Breaking long articles into cleaner sections Using headings that match real customer questions Removing duplicate or outdated guidance Adding the “what to do next” when an answer has exceptions Paying closer attention to the questions agents keep answering manually I also think governance becomes a much bigger deal. If two articles say slightly different things, a human might notice the nuance. AI may just pick one and confidently deliver the wrong versio

What level of control do administrators have over AI-generated responses? Specifically, can organizations customize the structure, formatting, tone, response templates, or output behavior to align with internal standards and business requirements?

Does Zendesk Knowledge Copilot support the ingestion of customer-specific internal data sources beyond Zendesk Help Center content? If so, what options are available for integrating and maintaining proprietary knowledge, and how does the AI leverage that data when generating responses?

As AI becomes a primary way customers get answers, we’ve had to rethink how our content is structured, not just what we publish.For us, the biggest shift has been making sure our knowledge content is AI-ready from the start.What we changedWe started by restructuring our knowledge articles with a few key principles:Clear headings and summaries so answers are easy to extract Combining related topics into a single article to reduce fragmentation Writing content to directly answer potential customer questions, not just describe a topicWe also began using AI to identify gaps where content was incomplete or didn’t fully address what a customer might ask. That helped us move from reactive documentation to something much more proactive.What happened nextThe impact was bigger than we expected.By simply rewriting and consolidating articles:We increased our resolution rate by ~20% Our AI agent began delivering higher-quality answers We saw improvements in BSAT And a reduction in tickets escalatin

As part of our ongoing goal to improve our help center articles for AI AND human consumption, we’ve been attempting to do some format standardization. Zendesk has some features that can help towards this, but there was a significant gap that I found, which led me to using Claude Skills to assist.What Zendesk CAN do: you can create help center article “templates” to guide the creation of new articles. you now have more flexibility to select a specific font color. It used to be a limited selection, and our brand color was not included! But I see that recently, that has changed and we could put in our exact brand color #784FFF if we wanted.What Zendesk CAN’T do:You can’t apply a template to existing articles. You can’t add borders to a screenshot. My previous workaround was to create a 1x1 table to act as a border but it was not pretty! You can’t ask Zendesk to remember your general formatting rules and ask it to apply them across many articles. How I have used Claude:I worked with Claude

We’re continuing Zendesk Voices, our series highlighting the expertise of Zendesk customers and partners.For our second post, we want to hear how your content strategy is evolving as AI becomes the primary way people get answers. Share what is changing, what you are learning, and how you are adapting your content to support customers in this new channel.Share your story right here in our Knowledge forum, then visit the Spark reward hub for full details and to make sure you are eligible for rewardsOnce we review and approve your post, you will receive points.

Hi Community 👋This is actually my first time posting here, so I figured I'd start with a quick introduction!I'm Emma, and I've been at Zendesk for a few years now in a variety of go-to-market roles. These days, I help create content for our CX Programs, including the Digital Desk webinar series that's hosted here in the Community! One of the things I enjoy most about my role is talking with customers about what's working, what's challenging, and how they're approaching new opportunities - especially as AI continues to reshape customer experience.Which brings me to the reason for this post...As organizations continue investing in AI-powered customer experiences, one thing becomes increasingly important: The quality and maturity of your knowledge foundation.Whether you're just getting started with Knowledge or looking to optimize your existing set up, it can be difficult to know where to focus next.To help, I've put together a Knowledge Success Plan that outlines a practical framework f

Many of the articles in my Knowledge base contains embedded videos, stemming from the VIMEO platform.Recently we decided to deprecate the VIMEO platform and base all our videos out of Youtube instead.Is there any easy way I can identify all articles containing VIMEO links? I don't want to go through all articles one by one.BR / Ole

Hello,Is there a way to limit service requests to specific groups/organizations/user segements? We have staff mixed with students currently and we are trying to give students the same experience as staff without allowing them near the staff stuff.Any advice would be helpful.Thanks!

Hello,I am the administrator for a community college and we have just recently made the switch to Zendesk for our IT helpdesk solution. We are currently running into a setup issue where we want to be able to split out our user base between Staff/Faculty and Students. Right now, in our legacy setup, our students have an entirely separate way to submit tickets. Otherwise, they can send an email/call the helpdesk to get any questions answered.With the switch to Zendesk, we noticed there are not any ways to separate the usage of staff/faculty type forms and student forms. We need these to be entirely separate otherwise students will attempt to submit staff/faculty tickets, and vice-versa.What is the suggested/preferred way to handle this? We really would prefer this separation, or some method to create the separation even from a ticket form level.

To split a Zendesk instance means exporting selected data, such as tickets, users, and help center articles, to a separate account.  The main challenge is data integrity. IT leaders must maintain ticket history and parent-child relationships to protect SLA performance. Because manual exports often lead to fragmented data, teams use the Help Desk Migration Wizard to define scope and test field mappings in a sandbox.When Splitting a Zendesk Instance Makes SenseCompanies split Zendesk accounts in situations like:Acquisitions or divestitures: separate support data when business units change ownership. Team restructuring: removing conflicts between triggers, macros, or workflows used by different teams. Product-specific support: allowing separate workflows and independent SLAs for different products. Brand separation: creating unique CSS/theming, custom SSO, and dedicated customer-facing subdomains. Data residency: complying with localized sovereignty laws (e.g., GDPR or CCPA). Platform lim

Like those little Note and Warning boxes? Want them in your Help Desk articles? You can quickly turn any piece of text into one of those by inserting a little CSS into your Help Desk code. This hijacks two of the WYSIWYG color swatches built into the article editing tool. The specific colors are pink120 and pink130, shown below.Just add these lines to your CSS, upload the :before images to the Assets section, and fill in the background url for the :before elements. Then when creating an article, highlight the text you want to turn into one of these and select the corresponding Info or Warning color, and viola! Once you publish the article, you will have those nice, shiny boxes. Feel free to tweak the colors to your liking or to match your brand, and comment to show us how you used it! See a live example here: https://knowledge.chronotrack.com/hc/en-us/articles/204785404 span[class=wysiwyg-color-pink120] {background: repeating-linear-gradient(135deg,#e2e2e2,#e2e2e2 30px,#d9d9

Hi Zendesk Support Team,Hope you’re doing well.We’re currently exploring options to embed/display the conversation timestamp more prominently within the helpcenter in our Zendesk instance. I’ve attached a reference screenshot highlighting the exact element we’re referring to.As part of our initial review, we went through the article_page.hbs template, but we weren’t able to clearly identify how this can be configured or customized for our use case.Could you please help us with:Guidance on how to enable or embed conversation timestamps within the ticket view, and Any additional documentation or best practices that can support this requirement?For reference, we also reviewed the following article:[Insert article link here]We’d really appreciate your support in pointing us in the right direction.Looking forward to your guidance.

SummaryI’m working to build out a java client for Zendesk. When I aim to emulate the documented api calls, I am running into some errors that don’t make sense to me. Is creating a category and its translations in the same API call not supported?Test setup context: I’ve enabled both the en-us and fr locales. Below is my debugging to try and figure out how to properly support this. Calling the same api call as the docsin the docs, we read that we can create a category AND its translations at the same time. # You can also specify multiple translations for the new category:curl https://{subdomain}.zendesk.com/api/v2/help_center/categories \ -d '{"category": {"position": 2, "translations": \ [{"locale": "en-us", "title": "Super Hero Tricks", \ "body": "This category contains a collection of Super Hero tricks"}, \ {"locale": "fr", "title": "Trucs Super Heros", \ "body": "Cette categorie contient une collection de trucs super heros"}]}}' \ -v -u {email_address}/token:{api_toke

I'm hoping to get some guidance. We want to try to give people access to the articles they probably need, ideally before submitting a ticket, whether using the chatbot, suggested articles, email autoreplies, etc. The thing I'm getting hung up on though is recommending articles based on a specific tag or label without me manually entering each article I want to recommend.Ideally, any of the following would work, but I haven't found anything to let me do roughly what I'm after: On the New Request page, specify suggested articles based on the specific request form (can't seem to find any way to tweak these suggestion settings) Using the conversation bots to recommend articles based on a tag (have to enter articles manually, and only 3 per step) Using conversation bots to link to a Guide search for the content tag (looks like this can be done, but I need to find the content_tag IDs manually to make the links, which is fine for 1 or 2 buttons, but we've got many more to do) Email autoreplie

I'm trying to find all articles with a specific phrase so I can get rid of it. Many of our articles were written before my time at the company and contain an annoying "This article will" phrase at the top of each article. This phrase is redundant in 99% of cases. Unfortunately, searching "this article will" (exactly like that with double quotes). Returns ANY article that contains those three words in any order. Using double quotes does not behave as described on the Zendesk support pages. Am I missing something? I'd really rather not comb through over 100 articles one by one in order to find this exact phrase.

I’m looking for clarification on Zendesk’s current terminology around Knowledge, based on how the Product Guides are currently structured.In the Product Guides, Knowledge now appears as a clearly defined area under “Using Guide,” with its own sections for roles, permissions, analytics, external sources, AI-powered search, and content management. This suggests that Knowledge is being treated as a distinct product capability, not just a generic term for articles or content.At the same time:Guide appears to be the primary interface where admins and agents create and manage knowledge Help Center appears to be the customer- or employee-facing site where that knowledge is published and searched Knowledge base is commonly used to describe the organized collection of articles (categories, sections, articles) Knowledge is used both as a product label and as a general term, depending on the contextThis differs from older guidance where these terms were often used interchangeably, and it makes it