Support

(New to Zendesk :)) We are bringing a particular assignment process into Zendesk. Our agents are assigned to clients individually and rely on a “Show Name" field to ensure correct work is being accomplished, per show. Our agents do not have faith our clients can consistently write their show names in manually (they are probably right) and are looking for something to automate the process so the correct Show Name is appearing on the ticket for work in our system. We are looking at the use of Organization Fields. “Show Names” field would house their past/current/future show names. We also have a written text field “Show Name” that is exposed to the End-Users. We cannot expose all of our clients show names, due to privacy. Is there any way to automate the "Show Name” field into the ticket for end-users to select (based on which Organization they are in)? Or is there a way to automate the written field to match that internal Show Names field via tags and triggers or Action Builder?  Thank

Hi,I'm looking for a way in Zendesk to group edit and reorder macros. We have over 500 macros in our account, and doing it manually takes a lot of time and is tedious. Is there a way to fasten this process?

I've figured out how to schedule replies in Zendesk!! Using a combination of triggers, tags, automations, and ticket types, it actually is possible to send with an approximate delay.  Because automations run only once each hour (at the same time every hour for your own account), this won't be exact; it's accurate to within about an hour. For example, if I'm replying on Saturday morning (but I don't work weekends!), I can delay the email 47 hours to have it sent Monday morning.  Similarly, if I work Sunday afternoon, I can set the email to wait 18 hours and show up on Monday morning...and so on. Here's how to set it up: Step 1: Decide what your tags will be to manage this I used "delay1", "delay2", etc. Adjust these times based on when you're likely to be writing replies, and when you want the emails to be sent. I've set up my preset delays to be 1, 2, 4, 8, 12, 18, 24, 36, 42, and 47 hours.  This will allow me to work any time I want, and then have the email be

Hello, with the new Suggested Assignees EAP (no group created in Zendesk Community) it recommends users who are no longer agents in Zendesk. We typically remove the agent license and adjust them down to End User, however, I also attempted to suspend the user but they were still recommended.

 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:A customer contacting support is also in an active deal process You need to track potential upsells or renewals during conversations Support agents should be aware of customer status without switching tools Sales and support teams need shared visibility on the same accountCRM and Deals App 

Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Agents What problem do you see this solving? (1-2 sentences)When composing Community Post, we are not able to create Table format. In some cases, we want to create Table format for keeping track of software and products. ​​​​​When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)This is a feature request rather than as issue. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)As a workaround, we screenshot the image of the Table, and post it as an image. Alternatively, we use Articles. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)The Community Post Editor should be s

What are the implications of the deprecation of API tokens for local development of themes and apps?Currently, I have a `ZENDESK_API_TOKEN` env var set, along with `ZENDESK_EMAIL` and `ZENDESK_SUBDOMAIN`, so that when I run `zcli themes:preview` or `zcli apps:server` it does its magic and I can develop these things locally.How will this work with OAuth? I’ve implemented the new OAuth workflow for the actual apps that I need to so that production environments work, but how am I expected to continue to develop locally once api tokens are fully deprecated? I’d rather get this taken care of now rather than after it stops working.

Has anyone had any epxerience with using the Microsoft Zendesk Ticket Connector?Zendesk Ticket connector overview - Microsoft 365 Copilot connectors | Microsoft Learn

I’m trying to understand how other Zendesk teams handle this workflow.For weekly or monthly QA/SLA reporting, do you ever need full ticket comments, audit events, and ticket-level metadata in a flat Google Sheet?I know Zendesk has native export, Explore, and connector options, so I’m specifically trying to understand whether these already solve the workflow well enough.Questions: Do you need full ticket comments or audit trail in Sheets? Is this recurring, or mostly a one-time export? What do you use today: native export, Explore, Google Sheets connector, Coefficient/Coupler, API script, or manual CSV? What still takes time or breaks? I made a small fake-data sample to show the output format I mean:https://docs.google.com/spreadsheets/d/1GIhL43a2tom7JPayl29Ng9UENOC22Jds66qcp7kdCKw/edit?usp=sharingI’d appreciate comments on your current workaround. I’m not trying to sell anything here — just checking whether this is a real recurring SupportOps problem or already solved by existing

Can you please show me how to export to excel a list of all of my tickets with their corresponding comments?

[Issue Details] Previously, the connection test worked perfectly when clicking the "Test your website" button under Step 3 in the "Install Google Tag Manager" screen.However, without making any changes to the configurations in either GTM or Zendesk, it suddenly stopped connecting. Now, it consistently displays an orange warning message stating, "No Google tag was detected on your website."[Steps Checked / Verified] I have already verified the following points:Source Code Output: I checked the page HTML using "View page source" and confirmed that the official GTM container snippets (starting with "GTM-") are definitely and correctly outputted within both the <head> and <body> tags. Actual Tracking Status: When users access the site via regular browsers, GA4 (Google Analytics 4) successfully and normally tracks data, including page views visible in the Realtime report. Zendesk Security Settings: In the Zendesk Guide admin settings, the "Display unsafe content" option is check

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.

After 15 Years, Zendesk Makes A Major Update Open. Pending. On-Hold. Solved. Four words.  Four categories that defined a generation of requests made from end users from startups to enterprises.  When Zendesk launched in 2007, it led to a revolution in how the industry viewed customer service. For all of the positive change, there has been one question that has surfaced in configuration after configuration… “How do we change the status of tickets to something that meets our needs better?”  Until last week, the answer was: You don’t (or, more appropriately, let’s create a custom workflow that extends the functionality of the tool beyond its originally designed functions and purpose).  But when you have more than 170,000 global customers, sometimes you just need a bit more flexibility… and Zendesk has finally agreed. The Back Story As many people are already aware, Zendesk launched in 2007 as a game-changing CX ticketing platform.  Although it wasn’t the first CRM

Is it possible to search for Macros in the admin panel and sort these by usage(per hour, day, week, month). Right now, sorting by usage only works for all macros. Alternatively, can the reporting feature be used to create a list of specific macros and their usage? 

Curious how other Zendesk teams handle early escalation detection.In my experience managing support ops, the pattern is almost alwaysthe same — the signals are visible early (repeated contacts, legallanguage, competitor mentions) but they're buried under ticket volumeand only get flagged after the customer is already angry.I've been building tooling around this problem and recently submitteda Zendesk Marketplace app (EscalationAI — pending approval) that scorestickets in real time. Happy to share access for anyone who wants to testit on their actual tickets.But genuinely curious — what's your current process? Manual tagging?Supervisor review? Something automated?

Hi all, We are about to merge/delete some of our help centre articles and in many of our macros (and dynamic content), we link to articles. We therefore need to be able to create a list of all the links we have added to our macros, so that we can update them with the new article links.  Is there a way to do this, like an export for example? Or a search feature? 

Hello!My company has been using Zendesk for a few months and we have noticed that emails received with the support email on CCO are not being shown in Zendesk. After investigating, we found that it is not shown because the view has the condition "Received in" and the support email. As far as I can tell, this does not include CCO emails.This might cause issues in specific cases, as we may not respond to an email if it is not shown in the view. Does anyone have any ideas or a workaround for this problem?Best regards,

Is there a webhook event that is triggered whenever the requester sends a new message in the ticket?

I'm having a timing issue retrieving data from these three endpoints.It's a Python file that consolidates a final dataframe with these three endpoints.It does retrieve data, but only from August 11, 2025, to February 28, 2026, when I ran it on the 28th. This is just an example.That's approximately six months, and the same thing happened in subsequent months./api/v2/users/{user_id}.jsonapi/v2/incremental/tickets.json/api/v2/users/{user_id}.json

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/5. Upload your JSON file6. Wait a little7. Click on Download button. Ta-Da, you have your macros exported in CSV file format. Hope this helps!

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- Resolution RoundtablesDocumentation tells you how things work. Roundtables show you how people are actually using them to solve the hard problems.What’s the one unsolvable CX problem you’re bringing to the Roundtables this year? We're looking for the tough stuff. The "we've tried everything" issues. Let’s prep the experts.Find the Resolution Roundtables and get inspired here.