Support

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,

How should support tickets be grouped, filtered, and displayed in Zendesk so that agents can work faster and more easily?

Zendesk on Zendesk is a day-long discussion about a specific topic and how Zendesk Support uses Zendesk. Each session is hosted by a member of our Support team. This session is about business rules we use at Zendesk to gently remind customers about tickets, and automatically close them if the customer is ready. It's something we like to call Bump Bump Solve. This session covers: Overview of Bump Bump Solve and how it works Configuration of Bump Bump Solve so you can set it up too Benefits and modifications of Bump Bump Solve over time This session is hosted by Matt M, who is a member of our Support Ops team in Melbourne. See all of the Zendesk on Zendesk series discussions. Part 1: Overview At Zendesk we are always trying to think of new ways that we can make life easier for our Support Team. Like many other support teams we love to use Zendesk, (it would be wrong if we didn’t right?) so our workflow revolves around the following ticket

Will there be changes to the Zendesk admin cert notification that reflect changes to Transport Layer Security (TLS) certificate lifespans as mandated by the Certification Authority Browser Forum (CA/Browser Forum). The CA/BF has established a phased approach to shorten the maximum allowed lifespan for new certificates: Until March 15, 2026, the maximum lifespan is 398 days. As of March 15, 2026, the maximum lifespan is 200 days. As of March 15, 2027, the maximum lifespan is 100 days. As of March 15, 2029, the maximum lifespan is 47 days. I want to make sure that anyone managing our Zendesk is appropriately notified when certs are updated and have not seen an announcement about this notification feature being updated. Is it currently a time-based trigger, or does the notification trigger based on the actual expiration of the uploaded cert?

I had a customer ticket that had a broken link to the screenshot they'd attached. Issue reported by email. (the image appears as a small grey/green image icon with the corner cutoff) I had some back/forth messages with the customer. The next day or so, the image appeared correctly. (that was the next time I checked in on the ticket status)There are no events on the ticket between yesterday it not showing and today it being visible… I have seen this on a couple of tickets. Previously, I think the image has disappeared/appeared several times with no apparent reason why it is or isn't present.  Any ideas on the cause or fix??

Goal: To maintain a clear and transparent record of all changes made to a review after it has been finalized, ensuring traceability in the feedback and calibration process.Analysis and Possibilities: We have not located a visible "version history" in the review interface. Currently, our workaround to ensure transparency is to instruct leaders to leave a private comment detailing any changes made (e.g., "Score for category X changed from 10 to 5 for reason Y"). Another possibility we are considering is extracting logs via the API.Inquiry: Is our practice of logging changes in comments the best available method at this time? Is there an API endpoint that provides a detailed audit log of the modifications made to each review?

Sto raccogliendo best practice su workflow Zendesk per evitare errori nei casi ad alto rischio. Quali ticket fate passare sempre da approvazione umana? (refund/chargeback, GDPR/dati, legal, VIP, escalation) Come lo implementate oggi in Zendesk? (tag + view + macro + gruppi / altro) Cosa tracciate nell’audit (chi approva, motivazione, tempi)? Mi bastano risposte telegrafiche + eventuale setup “tipo”.

Zendesk operators can't add inline images to comments on Zendesk tickets created using the Channel Framework's PUSH API (POST /api/v2/any_channel/push).Is it because the original service that sends the ChannelBack doesn't support it?Or is there another setting?There are three reply methods (Slack Channel, public reply, internal note).Adding images is possible with public reply and internal note, but not when selecting a Slack Channel.

Welcome Let me introduce you to kBackup! This little app will allow you to back up your help centre content to your local hard drive at the click of a button.  Using this app makes backing up your help centre content a breeze.  Features The app currently has several features and may be expanded to include additional features if demand arises. The app will back up your help centre content to a specified folder as HTML pages in the format of [ArticleId].html. The app will first verify that the user exists in the given Zendesk domain. This is included for security reasons, so only users who exist in the domain can back up the content. The app will also back up any images that are embedded in your article and save these in the same backup folder. The app will work for any Zendesk help centre, even if a custom domain is used. Using the app to back up your help centre content is completely safe and will not affect any existing data. It will simply take a copy of it, so there is n

I've got some webhooks that call internal APIs with some data, including the ticket status. But the problem is that the `{{ticket.status}}` placeholder in a webhook on a ticket from someone in another locale will be translated, breaking any enums of the ticket status.I don't want the translated status, but all the status options are being translated - is there any way to get the untranslated status in a placeholder?

Within an email side conversation, is there a way to view all attachments within the email string? Or do you really have to scroll through the entire email string within the side conversation to find an attachment you're looking for?

Hi, I am trying to do an OR search in zendesk and cannot seem to get full list of tickets.  Can someone help with the syntax to get a complete list of tickets containing this information?Example :  search the ticket  status>hold (organization_id:20035357 OR group_id:20848171) 

Hello, on the Agent page (https://subdomain.zendesk.com/agent/users/id_user/assigned_tickets)  , when I try to filter by Group, only the closed tickets are displayed (tho I have Open an Hold ones). I can't post an image here because this very form is also bugged (json error) when I try to upload an image. Ok you like AI (you own AI chat couldn't help me to create a bug, that's the joke, and not a very good ad), but please, keep the tool working, it's becoming more and more bugged.

Our Goal: A team leader needs a quick and easy way to see which feedback sessions their managers have completed and which are still pending.Current Situation: Right now, we can't find a single screen or report that gathers all this information. For example, a leader can't see a list of "pending feedbacks" for each manager to know who might need help or a follow-up.Our Question: What is the simplest way for a leader to track the feedback their managers need to deliver? Is there a specific report for this, or another way to view this list of pending items?

文章の一部にリンク設定を行いたいです。<a>タグは使用できませんでした。HTMLを頭にいれると本文すべてがリンクとなりました。内容としては個人情報関連で説明箇所の「プライバシーポリシー」という文字にリンク設定し、プライバシーポリシーのページに飛ばしたいという意図があります。

Hi there, I'm pretty new to Zendesk Explore but I'm getting confident. My goal is to calculate the time to the next SLA metric target breach, so that you can act before time has already run off. The focus is on First Reply Time, Agent Work Time and Requester Wait Time. Provided that I was not able to find a pre-calculated field within the SLAs dataset, which is the way you, community, would suggest? Could Zendesk APIs be of help? Thanks

Per this article, https://developer.zendesk.com/api-reference/ticketing/oauth/grant_type_tokens, we can generate tokens via oauth dance for our customers. The deadline to use the new oauth flow is coming up. Currently, if we don't set expires_in then the tokens we get will never expire. My question is, will it ever be required to set expires_in or will letting tokens live forever always be an option?

Pessoal, atualmente usamos abertura de ticket por e-mail e whatsapp.É possível criar um formulário no zendesk e publicá-lo de forma que o usuário preencha os campos e seja aberto um ticket, como se fosse por e-mail? Se sim, alguem tem um tutorial? 

リンクを一番前に入れるとリンク設定が自動で行われますがテキスト全体になってしまいます。ではなく、テキストの一部をリンクとして設定したいです。「～詳細はこちら」のようにしたいです。なにか方法はないでしょうか。javascriptでidを取得してから変更できそうでしたが開発ツールで表示されているid「id="8--hint"」（例）を参照しても取得できていないようでした。

I'm experiencing issues with the scroll bar in the side conversations panel in my Zendesk instance.As you can see in the image, I have sent messages in the history, but I can only see the last message.I also can't continue the conversation using the new message panel located at the bottom of the panel.It seems like a bug. Is there any record of an issue that might be causing this?   

A potential solution that solves for the dreaded Thank You reply that reopens a solved ticket. Due to constraints from Zendesk not allowing (at least that I can find) any editing capabilities of the standard Zendesk Reopen ticket trigger, this method does not resolve the reopen ticket metric in reporting but it does keep the ticket from appearing in views that show open/pending tickets.  This method puts the requester in control and as such they are responsible for deciding to reopen the ticket but removes the burden from the agent having to go through open tickets and close unnecessary thank you reopened tickets. Instead of the various surgical like methods that have to account for variation of the phrase thank you, this is more like closing the door when you are done and having the requester use a secret code to get back in. Essentially through triggers following the steps below, the ticket will be marked as solved by the agent, the requester will reply, the ticket will reopen,

We have SLAs set up in our instance for first reply and next reply, for normal and high priority tickets.  This generally works well, but some tickets (most if not all of which appear to involve side conversations) have no SLA running on them.  I can't figure out what the reason might be, but it's becoming a big issue because our views are set up to be ordered by SLA breach and this is hiding any tickets without SLAs.

I'm trying to create a macro that will auto cc in specific users triggered by a macro. We find that the user list will need to change fairly frequently. What is the most efficient and effective way to achieve setting the Requester and cc'd end users?

Hey folks,  I want to send a survey after a ticket but only if the user never recieved the same survey before. It seems there is no way to achieve this since I qould need to mark the user in a way and filter for that mark on the user (not the ticket). I dont want to send the same survey over and over if the customer has many support tickets.  Is there a solution for this?Thanks!