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 In many teams, support and sales are still handled in separate tools. Support agents work in Zendesk, while sales activity (tracking deals, follow-ups, or renewals) happens in a CRM.This separation often leads to missing context, extra tool switching, and slower communication between teams. Because of that, some teams try to bring basic sales activity closer to where support already happens inside Zendesk Support.Using a CRM and Deals app, it becomes possible to keep visibility on sales opportunities directly alongside support tickets. This helps when:

I just used the updated interface for macros. With the new Zendesk update to Workspaces: Macros, the manual editing of the order of Active macros is now broken.I created a new macro in Workspaces > Macros with the filter Status Active, which is inserted at the bottom of the list of macros.When I select  Actions>Edit order, the macros presented are not the Active macros. ERROR.In the previous Managing macros interface, the existing order of Active macros was presented (displayed) correctly.Is this a bug? Is there a fix?

Regarding to this post I decide to make this short tutorial. 1. you need to be logedin as Admin or Agent of your ZD account.2. open this link XYZ.zendesk.com/api/v2/macros.json?per_page=99 (but change XYZ to your zendesk account name)2a. If you have more than 100 macros, you should export one more JSON file cause it's up to 100 macros per export. Second file is on this url https://XYZ.zendesk.com/api/v2/macros.json?per_page=99&page=2  (replace XYZ to your ZD name)3. When json file is loaded, save it on your computer (CTRL+S or CMD+S)4. Open site: https://json-csv.com

Love the topics and organization! 

Love the topics and organization! 

My HR Team has started a new Employee Services Instance. We are looking for feedback or success stories of how other HR teams have set up their instance. 

Hello,I'd like to request an enhancement to the contact management feature. When viewing contacts (users) within an organization, it's currently challenging to locate a specific individual because there's no alphabetical sorting option. Having to use the 'magnifying glass' search tool, even when already in the organization's view, adds unnecessary steps. Implementing an alphabetical sort for contacts (users) within organizations would significantly improve usability and efficiency.Thanks,

 🎟️ Your way to Denver: 10 Discussions, 10 Relate TicketsWe want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Pick any topic that sparks your interest and jump in! You only need to participate in one to enter, but feel free to join as many as you like to increase your odds.   The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest on Thursday, May 14. Good luck! 🍀 TOPIC 8- 

🎟️ Your way to Denver: 10 Discussions, 10 Relate Tickets We want to help you get to Relate while connecting with the people navigating the same CX hurdles as you. This topic is one of ten. Here is how to win your seat:Engage: Follow and contribute to the conversations in the Relate Hub that interest you most. Increase your odds: Every discussion you join increases your chances of winning one of 10 complimentary tickets. The Bonus: Update your community profile with your info for an extra opportunity to win.Winners will be announced the latest

Hello there Zendesk community! Has anyone else experienced issues with the submit button since the Unified Navigation rollout? (April 20 - May 4, 2026): https://support.zendesk.com/hc/en-us/articles/9562911580570-Announcing-unified-navigation-across-Zendesk-products We have a ticket open with Support but wanted to check if others are seeing the same thing. What we're seeing: Agents intermittently find the submit button greyed out and unresponsive while working on tickets in the Support UI. This affects all ticket statuses, New, Open, Pending, and Solved. The only workaround is to close the ticket or refresh the page, both of which result in lost work.A few details that may help narrow it down:- The issue started after

 Currently, OCR capacity rules are defined per channel and applied per agent, meaning an agent's email capacity is a single shared counter across all groups they belong to. This creates a significant routing problem for teams that operate across multiple groups with different ticket types and priority structures.Our specific case: we have agents who belong to both a X Emails group and a X Alerts group. When an agent has 3 assigned email tickets in the X Emails group, OCR considers them at capacity for email and will not push tickets from the X Alerts group — even though alerts are higher priority and the agent has the bandwidth to handle them in parallel. The result is that lower-priority assigned tickets block the routing of higher-priority unassigned ones, which directly causes SLA breaches on our most urgent work.The requested change is the ability to define capacity limits at the group level, so that an agent's capacity in Group A is tracked independently fr

Is anybody aware of any workaround to export data from Zendesk with its content?   The formats which are currently offered by Zendesk (explained here: (https://support.zendesk.com/hc/en-us/articles/203662346-Exporting-data-to-a-CSV-or-XML-file-Plus-and-Enterprise-)  is not what I would need. What I need is to export all tickets with their content. For example: client wrote us an email or sent a message on WhatsApp, we replied back, client replied again etc. I would need all this kind of historical data. It seems upon contract termination with Zendesk, all customer interactions will be lost as currently they do not have any solution for this.

Hi,My company is no longer a client of Zendesk and I am now trying to unsubscribe from Zendesk Status Page alert email notifications. The tokened subscription management link flashes content on screen for a second then disappears. Clicking the direct unsubscribe link in emails results in an error message:I've been trying to do this for a couple of weeks, clearing browser cache and cookies and within incognito/secret windows. Multiple colleagues have also replicated these issues in multiple browsers and devices to confirm it's not an environmental issue.Hope this helps get it corrected.Thanks!

Many of Zendesk agents rely on macros to share troubleshooting steps, guides, forms, or documentation with customers. But it’s not always clear which links inside those macros actually help customers, and which ones they ignore or miss.Reviewing link engagement can be a simple way to understand how effective your macros really are. When you can see which links customers click (and how often), it becomes easier to notice patterns, for example:Some help center articles get consistent clicks, meaning they’re clear and useful Others get almost no engagement, which can signal outdated content or unclear wording A macro with several links might show that customers only follow the first one Certain topics may require more detailed instruct

After the most recent update, our view for all open tickets is keeping solved tickets on the board. We have the ticket status filter to only show open values, and even tried adding a hard exclude for solved and dismissed. Anyone else experiencing this or have a fix?  

Hi everyone,When collecting customer feedback in Zendesk, surveys are often limited to a single format. For example, just NPS or just a rating. While that works, it doesn’t always give the full picture. Sometimes you need both a quick score and a bit more context behind it.With the latest update in the NPS and Survey app, it’s now possible to mix different question types within a single survey. Instead of sticking to one format, you can combine multiple types depending on what you want to learn.For example, you c

Hey, we’ve been having issues syncing some comments/internal notes from Zendesk to Jira. It appears that comments that have a complex HTML design/format are not syncing directly, and they appear as a blank space on Jira (e.g. email responses to a ticket that have a signature, messages in bold, etc).Also, it seems that attachments aren’t syncing to Jira. We had a .mov file not sync to Jira.I’ve checked on Jira and we do have Wiki Style Renderer activated for comments.Any help would be appreciated!   

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

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 everyone,I’m looking for inspiration and best practices from the community on how to build a function that allows agents to move tickets between views.Context:We currently have multiple groups each with its own dedicated email and several views. The agents need to move tickets that have arrived in incorrect e-mails between views.To give you an example it looks somewhat like this:Group a (group-a@email.com)   View a, invoices  View b, technical support  View C, salesGroup B (group-B@email.com)   View d, invoices  View e, technical support  View f, salesGroup C (group-C@email.com)   View g, invoices  View h, technical support  View i, salesSo far i have tried creating a group for each view which creates a abundance of groups when its really just 3 groups handling all the tickets.I have also tried creating a drop-down field with each view and then editin

Hi.I want to set up a trigger:If a specific domain send an email to our support mail address, then it needs to be routed to a specific Zendesk group. However i cant find a condition based on domain. I have added the domain to the organization.Is this possible?This is is Zendesk Support.

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?  

Description: We are trying to transition from our trial to a paid Zendesk plan immediately, but we are being blocked by a persistent technical error on the billing page.The Workflow Failure: We land on the "It's time to select a plan" dashboard. We click either "Compare plans" or "Buy trial plan." Instead of the checkout/selection page, we are met with the following error message: "There’s a problem loading the page. Try it again or contact Zendesk Customer Support for help." Steps already taken: Cleared browser cache and cookies. Attempted to access the page via Incognito/Private mode. Tried multiple browsers (Chrome, Firefox, Safari). Attempted to reach out via the Zea bot (who claims to have created a t

Hi Zendesk Support,                                                                      We are a data integration platform (Adverity) and are reporting an issue with the Ticket Metrics API (GET /api/v2/ticket_metrics) where results are not strictly sorted by created_at, despite the documentation stating otherwise.                                 Issue Summary                                                                            The https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#json-format   states:                                                                                     ▎ "Tickets are ordered chronologically by created date, from newest to oldest."          However, in practice, the ordering is not strictly chronological. When paginating through results using cursor-based pagination, some tickets with older or newer created_at values

Hello, We use Zendesk as our backend for ticket management, and we provide end-users the ability to create tickets via our own system. When a user submits a question through our system, we create a corresponding Zendesk ticket using the API. That ticket is created with an API Token belonging to a user within our company, which means that the tickets are associated with our own Organization, rather than with the end-user's Organization. We created a custom text field (called "account") which stores the end-user's organization, and we would like to automatically assign new tickets based on the “account” field. However, as per https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference, only the Is Present / Is Not Present conditions are available for cus