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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

  Hoje o aplicativo não consegue buscar os tickets de conversa paralela: Estou tentando criar um app que busque e exiba todas as conversas paralelas vinculadas ao ticket, traga o tempo em minutos em cada status desse ticket da conversa paralela, a nota da pesquisa de csat, tenha o link de direcionamento para os tickets paralelos desse ticket original. Essa listagem com as conversas paralelas devem exibir id do ticket, assunto, grupo, status, data de criação, tempo por status do ticket em minutos, link de direcionamento, nota csat do ticket paralelo, opção de adicionar comentarios no ticket selecionado

Hello, I'm attempting to create a timer app that will automatically add a tag to the ticket after a certain number of minutes. What works so far: Timer is able to be applied with click of a button Timer counts down correctly Timer continues even when ticket is adjusted or closed by user A Tag is applied after timer is done The issue: When the timer is done, the tag is just placed and requires a user to “Submit” the ticket After the app was updated to automatically “Submit” tickets it began throwing the error: Failed to submit ticket: {"name":"Error"} The app builder replied with: Now I can see the issue. The documentation doesn't show a ticket.submit action. Let me check if there's a different way to submit tickets or if we need to use a different approach. Looking at the documentation, I notice there are ticket submission events (ticket.submit.start, ticket.submit.done, etc.) but no explicit ticket.submit action. The error suggests that zafClient.invoke('ticket.submit')

I am struggling with the steps in this article https://support.zendesk.com/hc/en-us/community/posts/6485027590426-Guide-Tip-New-way-to-request-feedback-for-article-downvotes?sort_by=created_at&sort_order=descIn this section of the code: custom_fields: [            { id: 12386706806425, value: form.url }, //article URL, replace ID with your custom field            { id: 900005760523, value: reason }, //feedback reason, replace ID with your custom field          ],          ticket_form_id: 900000044103, //your article feedback form, replace with your custom form ID        }, what is custom field id for form.url? I do not understand where to find this. I have the custom field for reason and the ticket form ID. Where might I find the form.url ID?Thank you for any information!

Dear Zendesk and Community,  I searched the whole Admin Help Center several times by now, and shockingly have not found anything on this topic?  We really need a way to export conversation transcripts from the bot insights. Or at the very least a report of the initial visitor requests, as in the first text entries, in bot conversations for the past 90 days. It is highly inconvenient that we can only see the conversation insights for the past thirty days manually in amdin center, and there is no way to export that in a report? Did I miss an important update and overseeing something? If anyone knows how to do this, I would greatly appreciate any advice here. IF this is indeed still not possible, dear Zendesk Team, please let us know when we can expect a feature like this to be released. I am pretty sure everyone that is using the native Zendesk Messaging Bot would need this.  Kind regards,Yvonne 

Does anyone know if there is a way to display Organization information directly in the ticket workspace? I am looking for something similar to the User essentials card / Customer context to display Organization notes + custom fields. I want it to be easily seen and available to agents. I have seen several workarounds, including making an internal comment via API call or having a trigger copy organizational fields to the ticket. However, I think it would be great if we had something similar to the customer context card . 

We utilize a messaging AI Agent with business hours as 7AM-4PM. Within the AI's configured “Answers” we have a condition at the top to flow to a set of answers depending on what time the chat was initiated. During open, most chats end up being routed to a ticket. I'm running into an issue where chats are being initiated at 3:59PM for example but the user doesn't make it to the step in the flow to create a ticket until 4:02PM at which point our support staff is gone for the day. Support has confirmed that the AI Agent doesn't have a way to natively be aware of the business hours status changing mid-chat. If the Answers flow builder allowed me to do something like “route to step *" or “Restart Answers”, I'd be able to insert a business hours check before our ticket creation step and route these back to the beginning to be handled by our main business hours condition.  Does anyone have a suggestion for working around this issue? 

I've been asked to create an escalation workflow to send a critical alert notification to our IT Team. I will be looking for certain keywords like “Network error”, “not working”, etc. I've got that part. I need to identify these issue types repeated during a certain time period. If these conditions are met, I would execute a notification sending a message to our IT Team. For example if we receive 10 network errors within an hour, I would send the notification to IT. My challenge is how to keep track of these occurrences with specific thresholds and believe that I would execute an automation since it is time-based. Any recommendations on how to have a counter to see if these conditions exists, if so take the appropriate action. If not, reset the counter back to zero. I've been analyzing on the best practice how to approach this workflow. Any help would be greatly appreciated. Thank you!

In order to prevent customer from submitting tickets to your support after they have churned , ZD suggested this KB article https://support.zendesk.com/hc/en-us/articles/4408886840986-Setting-your-allowlist-and-blocklist-to-control-email-support-requests.One of the stakeholder had question that the manual blocklist might not be scalable and what if we have hundreds of domain to the blacklisted , are there any automations ZD can suggest to handle this query. Thanks 

We've seen a recent uptick in SPAM emails to our Support channels.I was wondering if anyone had any Trigger/Automation suggestions to prevent an incoming email/chat that contains certain words.Specifically I want to:1. NOT REPLY to the incoming email if certain word(s) are in the subject or body of the email. (so the person sending the SPAM doesn't keep trying)2. Automatically mark it as SPAM or delete the ticket.3. Be easy to modify later as new words need to be addedI thought about creating a ticket trigger that is at the TOP of the list (since they are processed in order) that looks for NEW tickets only that include these custom words.Has anyone else been able to accomplish this effectively?

I’ve enabled the Follow-ups feature in Zendesk, which is supposed to copy the original assignee and group to follow-up tickets. It sets the follow-up ticket's assignee and group (if not already set) to the original ticket's assignee and group.However, I’ve noticed an issue: when agents are out of office, the follow-up tickets are not being reassigned automatically. Has anyone else encountered this?After reviewing the documentation, I saw a note that this feature may not work properly if the Zendesk OOO app is installed and the Force Unassign Tickets checkbox is enabled.My questions: If I uncheck the Force Unassign Tickets option, will it cause any issues elsewhere? Do I also need to uncheck the Prevent Assignment option for follow-ups to work correctly? Any guidance or tips would be greatly appreciated!

¡Hola comunidad de Zendesk!Hola soy un experto en el  desarrollo de software a medida  y estoy creando complementos para diferentes plataformas para una empresa de desarrollo de software , ahora quiero integrar una pasarela de  pagos  para una aplicación en Zendesk y estoy buscando una guía de cómo iniciar si alguien me podría ayudar, muchas gracias! 

In playing around with Action Builder, I got myself into an endless loop on pure accident. I created a flow that is triggered on Ticket Create, it makes a webservice call and then updates the ticket with a comment.  I created a 2nd flow that is triggered from Updating the subject line, it creates a new ticket. I made an update to a ticket and changed the subject line, my flow ran and it correctly created a new ticket. It kept firing multiple times until I deactivated the flows.  My questions is, is there any safeguards or way to protect against a process running away? Additionally is there any logging like webhooks have?  

Hi everyone,I'm getting started with Workforce Engagement Management (WEM) in Zendesk and would appreciate any tips or best practices for setting up agent schedules efficiently. Are there recommended approaches for managing shift rotations or handling time-off requests within the WEM module?Any insights or documentation links would be really helpful. Thanks in advance!

Is is possible to remove the NA option on the scorecard through an admin function?

I need help figuring out if something is possible for Ticket Submissions.  Scenario:We have a large client base, and each organization may have up to 30 employees. They all need access to our knowledgebase. However, only specific end users at the organization should have access to submit tickets. The number of people is too large to manage manually via the allowed list. We have considered sharing the ticketing form links. However, this will not keep users from forwarding the links to people who should not submit tickets. Does anyone have suggestions on how to handle this?

We use a server-side rendered (SSR) Zendesk app to display data from a third-party system in Zendesk. We would also like to make this data available for the macros. So that the macro can use this data, we write the data in custom fields in Zendesk, from the self-developed app via the Zendesk API. We are of the opinion that the data cannot be kept up to date with this solution. We would therefore like to know if this approach is in line with Zendesk's best practices and if there are any recommended alternatives or additional optimisations to make our integration even more efficient.

Hi, everyone! Does anyone have any best practices for ensuring members of our community get notified? It seems like the community member needs to follow topics/posts to receive notifications, so wondering if anyone has done anything else to try to increase notifications going out to community members? Thanks!

Dear Community, I am pretty certain what we have in mind here should be possible - unfortunately I have spent hours searching for an article on this, with no results so far. Reached out to Zendesk Support and they suggested I should try asking the community here :) Hoping someone here can maybe provide info on this, or knows an article from Zendesk that could help us?Idea: We want to set up a trigger, that sends instructions to a requester when they selected a certain category in our webform (change of delivery adress for example). I know how to do that of course.In that auto-response that the requester receives, we would like to present a button for the requester to inform us IF the request can be marked solved, now that they received all necessary instructions via the auto-response. ONLY if the requester clicks on the button "YES my issue is resolved" we want the ticket to go into solved status.how can i set that up? Side Info: none of our customers log in anywhere to submit a r

I am using the out of the box Zendesk AI Agent (Chatbot, Flow Builder) with the GenAI enabled. Its having trouble handling an initial question of just “Hi” or “Hello”, “Good Morning”. It responds as if it need clarification. Do I need to setup my own intents for that type of chatter? What's the best way to deal with this type of chit-chat? My last solution included this as part of its “library”. 

I can filter views by assignee, but I'm trying to figure out whether there's a way to see all the tickets that a given user is following. I haven't been able to find that any place.

Hi,  I want to setup a reporting to count all tickets updates that set ticket state to "solved" wihtout public reply from the agent to the customer. Sample usecase is that the customer answers with "Thank you" after Ticket has been solved by the agent, which opens the ticket again. This event needs to be counted as a sepreate metric.I hope I was able to convey my demand. Best Kevin

We currently do weekly reporting and I noticed there are issues with CSAT because either the Ticket Update attribute or Date Solved attribute can be used. But is it possible to just have an attribute that is Date Survey Submitted?    

It's not clear to me that the API for the help center can handle what i'm talking about, so I just wanted to get someone to give an up or down call.   Essentially I want...   1) A user clicks a help button on *our* website and open a side panel 2) In that side panel, there is a search bar (can build our own, or use the web widget if that works) 3) When a user searches, it displays the top relevant results. We would like to manually "fix" this process by associating certain search terms with certain responses. So it works on its own for the most part, but we can intervene if necessary.  4) When they select an article, the article displays *in the side panel*. So it would need to be embeddable, or something like that.   Hoping to get a response in the form of... -"yeah you can customize every step, here are the appropriate docs to get you started" -"Steps one through three are fine but you can't do four, maybe try this instead..." -"You could but that would be a