Catch-all

The Knowledge Manager Roundtable is a panel of Zendesk customers who are responsible for the process of creating and managing content at their companies. They have shared their expertise on specific topics here. Check out the Roundtable discussions and share your experiences in comments! Here's the complete list of Knowledge Manager Roundtable discussions: How do you create knowledge base content? How do you measure self-service activity and knowledge base usefulness? What is your process for maintaining content? What are you doin

The Knowledge Roundtable is a group of Zendesk customers who have responsibility for knowledge and self-service at their companies. They share their expertise with you here on a specific topic. The topic this time is: What are you doing to improve self-service? Meet the panel and read their advice below: Maggie Ungerboek, Manager of Training & Education, Ungerboeck Software Zac, Manager of Global Customer Care Operations, Fossil Group Andrei Kamarouski, Private Business Consultant, Zendesk expert Mary Paez, Knowledge Manager,

Hi, I had been having a weird error or bug on my account where I paid for the full year a couple of months ago (actually, it was around September), my card was charged, yet, it kept popping up a message that my account was at risk of suspension because of non-payment. As soon as I saw the error a few months ago, I tried going through the bot for support, but it couldn't find my account, I then I emailed the sales team since that's the only form I see available, I got no response Today I tried to login and my help center is suspended......... I go and try to find a way to contact support once again, not possible, bot won't let me through, only form I see is for the sales team. Is this real? Isn't zendesk supposed to be a company that provides tools for companies to provide support? How is it so impossible to reach out to them directly if the bot fails at getting you through?   I just hope they reach out to me by email from this post and

Using https://www.printfriendly.com/button to add a button to my articles to export to pdf.It's been working great - admittedly in the past - until I wanted to use it today.It opens the printfriendly page but instead of the articke content, showing 'Security check' and 'Please stand by, while we are checking your browser...'The browser extension works - the printfriendly page opens, see the content and I can save to pdf, print etc.If you are using this, is it still working for you?If so, looks like the issue is from Zendesk side then - what did you have to change in the script or elsewhere?Thanks

Hi,  I'm looking to create a custom metric that allows me to see the total number of votes, count the number of negative votes and thirdly calculate the percentage by dividing the number of positive votes by the total vote count. I'm currently failing at the first hurdle as looking at other Community posts you can't retrieve the total number of votes?  Does anyone know if what I'm looking for is possible, or indeed have tried it themselves? Thanks

I was following the guide at https://docs.retool.com/docs/embedding-retool to bring a Retool app into Zendesk via their JS SDK. It mostly works but I'm having trouble passing messages from Retool to Zendesk with parent.postMessage(...) in Retool. Their SDK creates an iframe so as far as I understand there are now nested iframes after ZAF creates one for my app and a Retool iframe is created inside it. Would that be a problem or is there another way of doing it?

I want the Live chat widget to pop up after 15 seconds, but only if an agent is currently online.  The following code works, but there doesn't seem to be a getter to find out if anyone is actually online. I don't want the widget to pop open if it says "Sorry no one is online at the moment!" Thanks Toby <!-- Making the Zendesk widget pop up after a certain amount of time --><!-- https://developer.zendesk.com/documentation/classic-web-widget-sdks/chat-widget/customising-the-widget/making-the-widget-pop-up-after-a-certain-amount-of-time/ --> <script type="text/javascript">  window.setTimeout(function() {    $zopim.livechat.button.show();    $zopim.livechat.window.show();    $zop

We're considering Zendesk for our social media support operations. In our testing, there doesn't seem to be native functionality to view a social user's profile information (tweets, follower count, following count, etc). Is that the case, and can anyone recommend a 3rd part app that might solve for this gap?

We have a software where people log in to use our software. In previous support software we have used in the past, we could add a script that would allow us to know if someone that contacted chat was a paid user or a lead. We zendesk to auto-populate who you are speaking to based on who they are logged in as in our system. We achieved this with another chat provider by simply adding a bit of JavaScript that had variables populated by our system so that the chat widget could populate the name of the person we were chatting with. We don't want our users to have to sign on through zendesk. (Like we have the sign on with google)  

We are experiencing a detrimental issue that has been ongoing since November 30, 2021. Our account executive was "unsure" about how to assist. Therefore, need contact information for supervisor to account executive but cannot obtain. Anyone know how to find contacts at Zendsesk? Thank you.

Is it possible jQuery will be used for storing a data going to sunshine data? in short making a registration form going to sunshine data using jQuery

I would like to restrict access to our Community to a certain subsets of our customers. I have created custom user segments for these subsets. I know I can restrict on the article and topic levels but I want to restrict at the top Community level. In other words, only users within one or more of the subsets of customers should be able to see and interact with the Community. I know there isn't any native way of doing this, but does anyone know of any way to do this? I know I can edit the homepage code to restrict visibility to signed in users using the signed_in helper function, but can something similar be done using user segments or user organizations instead? While I require customers to sign in to be able to view my Help Center, not all customers are members of any of the subsets of customers. Thanks in advance for your help!

I am a newbie and attempting my first bulk import of end-user data. The organization and some end-users exist. The original bulk edit was done b/4 I arrived on the scene and the person who did the initial bulk import is long retired. Do the CSV fields have to be in the order listed in the Bulk Importing Users article (https://support.zendesk.com/hc/en-us/articles/4408893496218) or just be present somewhere in the CSV? Can the header row have initial caps or must it be in lowercase? To allay my manager's concern: The import affects only the organizations and users in the CSV file, correct?

How can we enable the SMS channel when we are opening a ticket for the user? Most of our communications are with SMS.