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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.

🎟️ 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 on Thursday, May 14. Good luck! 🍀 Topic 9- LeadershipHigh-volume support is an endurance sport in its own right. We’ve all seen it happen, the routine starts to feel heavy, the queue never seems to end and keeping a team energized and grounded when the grind gets exhausting is one of the toughest parts of leadership.What are your go-to strategies for keeping your team motivated when the daily routine starts to feel like a burnout trap? 

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 Unified Navigation rolled out to our account last week- It affects agents across two separate teams in different geographical locations on different networks- There are no common browser extensions, apps, or configurations between the affected groups- We've confirmed it p

 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 from their capacity in Gro

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 instructions because customers don’t interact with the initial linkThese insights help you adjust your macros so customers receive clearer, more helpful information, plus agents spend less time sending follow-ups or re-explaining steps.If you want to track link acti

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 can now:Send an NPS (0–10) question and follow it with a text feedback question Combine a CSAT rating (1–5) with a yes/no question Use an NPS (0–10) and CSAT rating (1–5) together Mix structured ratings with open-ended responsesWhy this works better:More context behind scores: A number alone doesn’t always explain why a customer feels a certain way. Adding a follow-up question helps you understand the reasoning. Better quality feedback: You can keep the first question simple and

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_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 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 editing the conditionals of the views. Ive had the most success with this method so far but it results in alot of conditionals for each view

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 ticket, but no ticket number was provided). We are ready to upgrade and need our instance active for our team. Could a member of the Billing or Success team please look into our account backend to resolve this page load error?If a support lead sees this, please dm me for ou

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 appear out of order within pages. This behaviour persists even when explicitly passing sort: -created_at.

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 custom text fields:  Custom fields support a subset of operators that vary by custom field type. For all custom field types, you can check to see whether a value is present or no

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:Attachment preferences: Choose whether to remove all attachments or skip inline ones, like embedded images. File-type filtering: Target specific file types, for example, remove only videos or PDFs that take up the most space, while keeping smaller or essential files. Flexible scope: Process a single ticket, all tickets from a requester, or custom lists of tickets or users.After the process, you can review the details, including how much storage was freed and which tickets were affected.This approach makes it simple to manage storage

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 or examples of how you've set up your workflows. Thanks in advance f

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