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 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

 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:

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

For many Zendesk accounts, attachments, especially large media files like videos, PDFs, or high-resolution images, can quickly take up a lot of storage. This can slow down searches, make reporting less accurate, and complicate overall data management.One way to handle this efficiently is to delete attachments in bulk while keeping the ticket content intact. The GDPR Compliance tool makes this possible and, importantly, lets you filter exactly what to delete

When I update a ticket with the smallest bit of new information, I have to submit the ticket as open, pending, or solved, etc. After submitting it, it kicks me out and I have to go find it again. Is there a setting somewhere that keeps the ticket open?

Hi everyone,I'm currently working on improving the customer support and ticketing workflow for a local business I manage. We provide climate-controlled storage in St. Charles, MO and have been experiencing a lot of growth lately.As our customer base expands, we are getting a higher volume of inquiries via email and phone regarding unit availability, pricing, and specific climate-control questions. We are looking into using Zendesk to help streamline these requests and ensure no customer falls through the cracks.For those of you who use Zendesk for property management, storage, or local service-based businesses: How do you categorize your ticket queues? (e.g., Billing, New Reservations, Maintenance) Are there any specific Zendesk apps or integrations you highly recommend for handling reservation inquiries? Does anyone use the live chat feature successfully for local service inquiries? I'd really appreciate any insights o

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

1. Is there a way to prevent a ticket from being created if the customer does not leave a voicemail or no transcription is detected?  2. Is there a way to prevent a ticket from being created if the voicemail or transcription is less than 9-10 seconds? 

Hi Team, I am unable to see the signature in the side conversation all of a sudden. Earlier it was working just fine. Can someone point out to the right setting where I can correct this?   Signature is added in my profile's 'signature' section:     Side conversation doesn't show signature:

What I am trying to do is to get the number of days since the last response. IF Current Day - Last Updated = less than a week (7days) → give me the number in daysIf Current Day - Last Updated = less than 4 weeks (a month) → give me the number in weeksIf Current Day - Last updated = more than 4 weeks → give me the number in months This is what I want to do. TO essentially tell the user that their ticket has been outstanding X days, weeks or month. How can I do this in a macro using the placeholder references / scripting language

Is anyone else running into issues with the recent changes to pausable update SLAs, or are we just not understanding it? Zendesk Support confirmed that unpausing a ticket now resumes the timer rather than resetting the window - understood. But, this means the SLA is now cumulative. So if a complex ticket spends a total of 10 hours in “active” status and your SLA is 8 hours, it’ll breach regardless of how many times the agent replies. Support suggested just lengthening our SLA targets to “one week,” but that ruins our ability to track consistent update cadences.So my question is, how is everybody tracking agent update consistency now? Are there any workarounds (like triggers or different metrics) that yall have found to be helpful?Thanks!!

Hi Community,We currently use Shopify’s “Contact Us” form and forward those submissions into Zendesk so they’re captured as tickets and handled by our support team.One challenge we’ve run into is that Shopify does not allow us to customize the subject line for Contact Form emails "New customer messages on [date/time]. Because the subject is fixed, we can’t reliably use subject-based triggers in Zendesk to automatically route and categorize tickets into different Views which impacts workflow efficiency.Has anyone solved this in a clean way? We’re looking for recommended approaches to route tickets without relying on the subject line automatically.Any best practices, examples, or implementation tips would be greatly appreciated.Thank you,