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I need to copy value of one of the custom ticket fields to another custom field. So, I am trying to get the value of field1 using "client.get()" and once it is returned, trying to assign it to field2 using "client.set()", as shown in the code. But it isn't working. Can someone please suggest what's is wrong with this code or provide an alternative code to achieve this? I am executing this on "ticket.save" event in ticket_sidebar location. var client = ZAFClient.init();client.invoke('resize', { width: '100%', height: '200px' });client.on('ticket.save', function(data) { client.get('ticket.customField:custom_field_900009336126').then(function(data){ console.log('fulfilled'); //this is printing console.log("Field_1_Value", data['ticket.customField:custom_field_900009336126']); //this is printing //Assign value of field_1(900010861363) to another field_2(900005555555) client.set('ticket.customField:custom_field_900010861363', data['ticket.customField:custom_field_900005555555']); /

I'm currently trying to create a trigger to copy a custom text field on a ticket into a custom user field. When I use the following placeholder as the value to set user field to on the action, it doesn't treat the placeholder as a variable, and instead literally copies this text into the user field: {{ticket.ticket_field_4971504499091}} See below for a screenshot of what I'm trying to do:

Hi there!We're currently using the classic Web Widget embedded within a Help Centre, the widget script has been rolled out and is working fine. We've customised some of the CSS so the button is more on-brand. My question is, if we upgrade our widget to support Messaging by ticking 'Turn on messaging for this web widget', will the widget script need to be deployed again or will it remain the same? Will any of the associated classes etc change within the widget?

Hi everyone, Not sure if this is the right place to share this "bug" or if it has already been shared, but I couldn't find anything regarding it. Often people in my organization tag me in tickets when they need additional support, I get an email to let me know and I jump in the tickets and normally answer in an internal comment. Recently in one of these cases, after leaving my comment, I went to archive the email, but before doing so, I mistakenly reacted to that email in Outlook. Today I found out that when I reacted to that email, it was commented publicly in the ticket, as you can see in the image below. Does anyone know a way to prevent this from happening within Zendesk? Or is this something the Zendesk team is aware of and has plans to address it?  

NEED HELPI tried uploading react app on zendesk but getting error manifest.json:{  "name": "Customer App React",  "author": {    "name": "Mohit",    "email": "myemail@google.com"  },  "defaultLocale": "en",  "private": true,  "location": {    "support": {      "ticket_sidebar": {        "url": "http://localhost:3000/",        "flexible": true      }    }  },  "version": "1.0",  "frameworkVersion": "2.0"}I first run this command : npm run buildThis created one folder dist which have only one folder by the name assetsAfterwards I run this command : zcli apps:create ./distThen got this error : Error: Invalid app path: ./dist

I am trying to setup an automation for tickets that are not assigned for two hours.  My research led me to two settings in setting up the automation. Meeting all of the following conditions: Ticket: Hours since assigned and my two choices are (business) Greater than(calendar) Greater than I've tried both and neither is working.  I've followed the automation setup instructions in the zendesk online documentation so I think the rest of the settings are correct.  But the “internet” told me that the two Greater than conditions could be problematic so I tried one then the other and neither is working.   Can you provide some direction?  Thank you.

Hi! We have many CSM's who will internally place a note on a ticket between a CX Agent and a client - and if the ticket is on Pending or On Hold this note can be missed due to it not setting the ticket to open. Is there any work around here? Our agents receive so many emails & notifications from ZD that it's easily missed if an important note is placed by a CSM who is a light agent on a ticket. Any advice would be amazing! Thanks! Alex

What is the best way to organize support or help articles in the Help Center so users can quickly find solutions to their problems?

Hello, I identified that the Help Center pages automatically inject a script block containing the HelpCenter.user object, which includes the logged-in user’s email address in plain text within the page source.Although this information is only visible to the authenticated user, our internal security policy requires that email addresses — which are used as authentication identifiers — must not appear in clear text within the page source.Is there any supported way to suppress, hide, or mask the email field within the HelpCenter.user object?If not, is there any configuration, setting, or alternative implementation approach that would allow us to prevent the email address from being exposed in the rendered HTML/JavaScript response?I would appreciate clarification on whether this behavior is mandatory for Guide functionality or if there is an enterprise-level option to modify it.

Hi, I believe this is a no, but I'm not seeing it specifically in resources. Is there an option to configure the Knowledge app to create articles in a specific brand other then the brand that the ticket is located?  I know we can set the default search filters, but what about the create option at the Knowledge app level. I'd like to avoid making it more challenging for our support engineerings by having them select the brand and then locate the section and keep it at they only need to select the section. 

Currently, I am having some hit and miss moments using auto assist for messaging, although thoroughly enjoying myself during the process, seeing positive responses and the possibilities in how this may assist our agents.I am testing this using self written procedures, and those created with the use of Bard, both without the use of creating custom actions (knowledge isn't quite there yet for that), and I seem to have gotten my conversations in a loop during testing.If an agent approves a message to the customer/end-user which may resolve the customer issue, but it has the default action to solve the ticket along with it, and the agent hasn't prepared the ticket for this for this, it seems to create a loop (to use a better word).Every time the customer wrote back, the same message was instantly written to them, providing an not so great experience, and somewhat highlighting, this was not a completely human experience.Originally auto assist couldn't be turned off. Refreshing the screen al

How should support tickets be grouped, filtered, and displayed in Zendesk so that agents can work faster and more easily?

I appreciate your time and for your feedback. I recently enabled the service catalog on our help center. In that service catalog, I created onboarding and offboarding forms with custom fields to capture free text as well as fixed values from our end users. When a form is submitted, these fields and their values show on the left panel. This makes the UI hard to work the ticket for our agents. In addition, the only entry showing in the description field is a link back to the onboarding form. I suspect the same behavior of our offboarding form. My question is: How do I get the fields and values our end users selected/entered to show in the ticket description?  Any direction to posts or documentation is appreciated.

Hi, we are missing the Web widget classic on the Zendesk Admin. Does somebody know how we can activate it and what implication does it have? Do be more precise if I go to Channels → Classic → there should be the classic web widget in which you can utilise the custom forms but on our side is missing. 

Sto raccogliendo best practice su workflow Zendesk per evitare errori nei casi ad alto rischio. Quali ticket fate passare sempre da approvazione umana? (refund/chargeback, GDPR/dati, legal, VIP, escalation) Come lo implementate oggi in Zendesk? (tag + view + macro + gruppi / altro) Cosa tracciate nell’audit (chi approva, motivazione, tempi)? Mi bastano risposte telegrafiche + eventuale setup “tipo”.

I just noticed that conversations between your AI agent and customers that aren't escalated are NO MORE created as READ-ONLY tickets available in Agent Workspace. They are as Open tickets and our agenst can select them.Have you done an update? 

Hi, We have in-house application where we store information about customers that were want to add to Zendesk:- License type- Customer creation date- Product versionand some other product related parameters. This in-house application has API which can be utilized to pull information. Some information is just important to display for agents like Product Version so they can search for relevant information in knowledge base, like whenever bug is fixed/not for example. Other information can be used for triggers/automations, like for example set high priority for customers with enterprise licenses. I believe there are multiple ways to achive above:1. Ticket fields + Zendesk Action Flows: it allows to use API to make a request on ticket creation, get the data and update the ticket:- It should be easy to implement, as it does not require any development except configuring Action Flow.- It allows to have infromation and act on that with triggers/automations, such as lic

Hi there,Good day I would like to understand how to make the AI Agents that I am building via Ultimate AI dashboard accessible to the end users via the: https://<subdomain>.zendesk.com/hc/en-us page. This seems to be the way: https://support.zendesk.com/hc/en-us/articles/8357757747354-Connecting-your-advanced-AI-agent-to-Zendesk-Chat Can anyone let me know if I am following the right path? Also, it seems that the AI Agent need a configured email / account of its own, is this correct?

Hello, I am developing a custom app using Remix template and tried to use Polaris web components (s-*) for embedded Admin pages but they are not rendering at all. I believe polaris.js that is supposed to be injected automatically by AppProvider is not getting loaded. There are no console errors that indicate what the root cause could be.

How can I prevent users from specific generic email domains (such as gmail.com, yahoo.com, aol.com, and several others from creating Help Center accounts.The Blocklist field in the Admin center > People > Configuration > End users works only for ticket creation and NOT for Help Center account creation.

We have three different role types in our software, which are basically:- basic end user- manager level- admin level And each role type has a different experience in the software. We don't necessarily know which role a person is in, so AI doesn't always answer correctly.  Even as a human agent, it's tough: sometimes you can tell based on context. Sometimes you can look it up in the system. If they have written in before, we may have stored it in their profile (we have a custom field for that).  Any tips for helping? Currently, we have different sections per role, but I'm thinking that for some of the topics, maybe it makes sense to have one single article that addresses each role type, and AI can mention that. “If you are a [basic end user], then you will need to reach out to your [manager]. But if you are a [manager], then do this: ______” Other ideas?

When using the Download button in the app builder to download an app's code, the ZIP file that gets downloaded only includes a set of default files and not the actual app source code.The ZIP just contains : manifest.json assets/logo.png assets/logo-small.png assets/index.html translations/en.json The contents also appear to be placeholder files. For example, the en.json file includes only the following:{ "app": { "name": "User Management & Export Tool", "short_description": "", "long_description": "", "installation_instructions": "" } } I tried this across several apps and different app versions, and I got the same result every time. Also ruled out a local issue by testing on different machines and browsers, no change.This is the first time I have tried to download the code base of the app, so not sure if the behaviour has started recently.  It would be helpful to know if anyone else is seeing the same.

I've got a team of seven support agents. Three in the US and four in India. Currently our model has each agent taking a ticket and owning it through to completion, only handing off a ticket to the next shift when it's an urgent matter. But we're focusing on decreasing case age. So we're investigating the adoption of a quasi-swarming concept where we have one queue and any agent can take and move a ticket forward.  I'm curious to hear from other admins with similar size teams that are doing anything similar or have tried it in the past. How do you handle potential conflicting statements between agents or agents stepping on each others toes? And ensuring that no tickets are ignored without a clear owner? 

Hi All I've been playing around with some of the added functionality to lookup fields and custom objects in general. I really like the idea of creating a tree of related tickets and I'm looking for some use cases for my org.    Question: If I have one or more source tickets linked to a related ticket, and I have the related ticket open, how do I see all of the source tickets it's related to?   Example: Ticket A (source) has a lookup field with ticket Z (related) selected. Ticket B has a lookup field with ticket Z selected. Ticket C has a lookup field with ticket Z selected.  If I'm looking at ticket A, B, or C, I can see ticket Z in the lookup relationship field.  If I'm looking at ticket Z, I am not able to see tickets A, B, or C.  Maybe I'm missing something?   Use case: (layer 1) Employee Onboarding request (layer 2) Tickets handled by different groups for: Laptop, Software, order home equipment, all related to layer 1 ticket It was be great to loo

Currently on Zendesk WFM the way to track the overtime on our agents is: Sum of time of clock-outs that occur outside of scheduled hoursHowever,  if agents take extra hours it won't be easily verifiable for our WFM team if those extra hours were previously approved or not (considering that agents work from home). What I am currently doing is that we extend the shift of the agents using a general task called ‘Emails OT’ that adheres to the ‘Email’ workstream, so it won't affect our agents' adherence metric, this way we can easily download the time for overtime historically on our reports. However, it affects the way we can easily track our Email coverage when we check the staffing charts on the ‘schedule’ site (check you check it in daily level). Because the staffing chats uses workstreams to track how good or bad we are staffed for the day and not "general tasks". Is there any other way that we can easily track overtime and at the same time it would be easier t