Support

Hi :) One lesson I've learned while working with Zendesk is that it's easy to create a new trigger whenever a new request comes in. But over time, too many triggers can make your instance harder to manage and troubleshoot.Before creating a new trigger, I always go through these four checks: 1. Check if a similar trigger already existsSearch your existing triggers first. In many cases, a small update to an existing trigger is enough, and you can avoid creating duplicates.2. Review the trigger conditionsTake a close look at the conditions you're planning to use. Sometimes another trigger already covers part of the same workflow, which can lead to multiple triggers running on the same ticket.3. Make sure your tags and ticket fields are consistentTriggers work best when they rely on clear and consistent tags or custom fields. If different teams use different naming conventions, your automation can quickly become difficult to maintain.4. Test before activatingBefore turning the trigger on f

I want to document a support experience, partly to ask whether it's typical.21 July — Raised a ticket about social channel linking not rendering in our messaging Web Widget. Included the full widget config, confirmation of every documented prerequisite, browser and device tested, and confirmation of no custom code or console errors.21 July — Agent responded same day, asked good clarifying questions, then requested account assumption access to investigate. I enabled it the same day and set it to one week as suggested.23 July — Ticket passed to the Technical Support team, with a note that they would "reach out as soon as possible."28 July — No contact. I followed up asking roughly where it sat, and flagged that the account assumption access was about to expire in case the next agent needed it extended.31 July — Still no contact. I followed up again, this time asking explicitly for either a named Technical Support agent with an ETA for first contact, or a flag to a team lead so it wasn't

Good Day, I would like to add/have an escalate button within support tickets where the customer can click on in case he is not satisfied. When he clicks on the button an email should be send to one or multiple users and the customer should be notified that the ticket was escalated and the will be contacted shortly. Thanks, Arjan Vermeulen

Dear Community, I am pretty certain what we have in mind here should be possible - unfortunately I have spent hours searching for an article on this, with no results so far. Reached out to Zendesk Support and they suggested I should try asking the community here :) Hoping someone here can maybe provide info on this, or knows an article from Zendesk that could help us?Idea: We want to set up a trigger, that sends instructions to a requester when they selected a certain category in our webform (change of delivery adress for example). I know how to do that of course.In that auto-response that the requester receives, we would like to present a button for the requester to inform us IF the request can be marked solved, now that they received all necessary instructions via the auto-response. ONLY if the requester clicks on the button "YES my issue is resolved" we want the ticket to go into solved status.how can i set that up? Side Info: none of our customers log in anywhere to submit a r

If you need to remove personally identifiable information (PII) from Zendesk tickets without deleting the tickets themselves, anonymization can be a practical solution. It's commonly used to comply with GDPR, fulfill customer data requests, or apply internal data retention policies while preserving ticket history.This process can be completed in a few steps with the help of the GDPR Compliance tool:Create a ticket or user list based on the records you want to anonymize. You can filter by conditions such as tags, ticket status, requester, date ranges, organizations, and more. Launch the anonymization process for the selected list. Configure the anonymization preferences. Choose exactly which data should be redacted, such as:Names Email addresses Phone numbers Ticket comments Attachments Other supported personal dataStart the process. Once completed, the selected personal information is anonymized while the ticket itself remains available for reporting, analytics, and historical referenc

I need to export all tickets from our zendesk support. Trying this endpoint but it return nulls for all multiselect fields. All other data is coming in except for custom multiselect fields for a ticketGET "https://abc.zendesk.com/api/v2/incremental/tickets/cursor.json”Custom field in zendesk 

Hello everyone! 👋I'm curious how different teams handle collaboration between customer support and engineering.When a support ticket requires help from developers, what does your workflow look like?Do you create a Jira issue, keep everything inside Zendesk, or maybe use another tool or process?One thing I've noticed is that keeping both teams aligned can get tricky, especially when updates, priorities, and customer context need to move between systems.I'd love to hear how your teams handle this. What works well, and what challenges have you run into?

We are an HR department implementing Zendesk. Are there any other Zendesk Admins in HR that implemented the platform? I could really use a sounding board on how we are configuring the system. :)

Does the ServiceNow to/from Zendesk Action Flow handle the OAuth authentication, or do we have to manually do that? 

Customer data retention isn't just about deleting old information. Before removing customer data, you often need to preserve records for compliance, audits, or internal reference.Here's a simple workflow your team can follow.Step 1. Identify data that has reached its retention periodCreate a list of users, organizations, or tickets that are due for cleanup according to your organization's retention policy, for example, two years. Step 2. Export the records you need to keepBefore deleting or redacting any data, export the customer records that must be retained for legal, compliance, or business purposes.This ensures you have a secure copy of the required information.Step 3. Archive the exported dataStore the exported records in accordance with your organization's retention policy and security requirements.Step 4. Remove unnecessary attachmentsOnce you've confirmed the required information has been preserved, permanently remove attachments that no longer need to be stored.This helps:Redu

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.

(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,  :)One mistake I've seen is creating a new custom field for every new request. It might seem like a quick solution, but over time it can make your Zendesk instance harder to manage.Before creating a new field, ask yourself a few questions:Is there already an existing field that can be reused? Can this requirement be handled with tags or ticket forms instead? Will this field still be useful six months from now?Having too many custom fields can make ticket forms longer, slow down agents when they're updating tickets, and add unnecessary complexity to triggers, automations, and reporting. It also becomes more difficult for new team members to understand which fields are actually important.A good practice is to review your custom fields every few months. Remove fields that are no longer used, merge duplicate fields where possible, and keep naming conventions consistent. If you manage multiple ticket forms, only display the fields that are relevant to each form instead of showing everyt

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

 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 

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

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