Catch-all

I would like to be able to apply my company's logo instead of the giant "Explore" logo in the scheduled delivery emails. Either a template like Support allows for customization, or something more simple like a logo upload would work as well. One other key customization would be able to change the "from" email address to one of our support addresses.

We have a sponsored account with an outdated admin e-mail address. Our company was acquired and the Zendesk Sponsored Account Admin Role has an outdated e-mail account that we can no longer access. How do we resent Admin credentials and update admin role e-mail alias?

Hi guys, I used incremental export API to export tickets and met some some problems when tried to exclude system update records.It the document, it said that `It also helps to know that the endpoint compares the start_time to the updated_at and generated_timestamp values. Therefore, any ticket in the results that was only updated by a system event or a database backfill will have a generated_timestamp that's later than the start_time but an updated_at time that's earlier than the start_time.`So just want to confirm that does it mean: generated_timestamp > start_time && updated_at < start_timeHow about in cases: generated_timestamp = start_time = updated_at?Thanks and Best Regards

I'm sure this has already been covered here. But I haven't seen yet and I don't want to go to far in the wrong direct. We are currently on our trial account and we are looking to start with a Team account moving to a Professional account. We are one company but we provide tech support for multiple products (web sites). We awant to be able to split up our tickets by product and have integration work per product (Slack channel per product, Monday board per product, Harvest tasks per product, ...) as well and have a different email for each product as well (help@productname.com). How do we get started?  

Hi all, How would I go about setting up triggers to automatically send tickets created from discord to certain groups? We currently would like to set up multiple Zendesk bots in our different Discord servers, they all have different purposes, how would we go about sending the tickets to the correct groups?

Hi all, For a feature request, we currently have another ticketing tool that we use on Discord but would like to phase this out as this Zendesk Discord bot develops. One of the most useful features is the ability to start a ticket by reacting with an emoji Could we get this as well with the Zendesk bot?

Greetings! My Discord bot has completely stopped working and we can't figure out why. It doesn't accept any / commands in Discord. Things I've tried during troubleshooting: 1. I've tried booting it from the Discord 2. Deleted the trigger 3. Removed it from Extensions 4. Reinstalled We then made sure all permissions were correct in our Discord for the bot. It has the ability to read and write to our channels. Nothing seems to work to bring it back to life. Any chance someone knows how to fully remove and reinstall this bot?

Hi all, Is there the ability to include the original email in the default "Notify requester and CCs of received request" trigger within Zendesk -> business rules -> Triggers? Many thanks Richard

Hi All, We're looking segment customers based on a certain VIP threshold and was wondering how other Zendesk clients have set this up via Zendesk. From what I can see, there's not a great way or even a third party app that connects with the e-comm platform (shopify / wix/ etc) to route or identify VIP customers. Would love to hear how other Zendesk users are segmenting their customers! Thanks!

Hi everyone, I’m Rob Stack and I’m a Senior Technical Writer on the Zendesk docs team. Much of my time is taken up working on documentation for Explore and my aim is to make it as easy for you to learn about as possible. I recently did a short presentation for an Insights to Explore best practices Q and A and I thought I'd post a summary of it here for reference. In this presentation, we’ll examine a simple Insights report, and then create the same report in Explore. Then, we’ll point you to a bunch of resources that can really help you get started with Explore. So, let’s pick a simple report. I want to know how many tickets were created from each channel (like Talk, Chat, Email, etc.) this month. I have this report in Insights and want to recreate it in Explore. But first ….. STOP! Before you get started, there’s something you should check. Explore has a whole bunch of pre-built reports and it’s possible the report you want alre

Hi, Not sure if the answers to the following queries are already available as i couldn't find them. Please advise. Thanks.  I created a new dashboard with query in Zendesk Explore, and scheduled it to run daily. In the query, I have indicated the display format for ticket age to be no decimal places. However, in the exported excel report, the result has many decimal places for the ticket age field. May I check, How can I remove the decimal places in the report for a particular field? How can I set the column width or formatting of fields in the report? Can I sort column A in ascending order and then by column B in descending order in the report? The exported excel file is in a .zip file when I received it via email. Can it be sent as a excel file instead of a .zip file to ease operational needs?

I have dozens of calculated metrics and attributes.  It would be nice to be able to group and sort these in a way that makes managing them easier?  For example, all of my calculated metrics are visible when I click Add then expand the group "Calculated Metrics".  If I could have my own groupings to organize my calculated metrics and attributes better as opposed to having them all in one large grouping; then I could arrange them in a meaningful way.  

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Hello - I dont want a user to have the abilityy to re-open a ticket by replying to it.  All to frequently a technicain will close a ticket at its completion, and a end user will reply "thanks". Or some other sign off and the ticket will get re-opened.  Then a technician will just have to "re-close" the same ticket. Its cumbersome and not needed. Can it be shut off?

Hi, In some promoted articles, we have an area with content that contains links and icons. We add it to articles.  Mostly, it's static data but in some articles links or icons could be different- it will be nice to add those types of content to the content block. on the help center: in the article: After adding to the content block, all tables (<ul><li><ol>) and images disappeared, and we can't restore them in the content block. Could you please add to the content block editor tables and properties for them and the possibility to add and use images. 

Note: The Sunshine Guide Events app is currently in an Early Access Program (EAP), but that will be ending eventually. Guide event information is now available natively in Customer Context. For more information see Adding Sunshine user profiles and events to customer context in a ticket. With the Sunshine Guide Events app for Zendesk Support, agents can see which Guide articles a customer has read before they filed a ticket, preventing agents from recommending articles that customers have already seen. For instructions on installing the Sunshine Guide Events app, see Introducing the Sunshine Guide Events app (EAP). This ar

ドロップダウンフィールド自体ではなく、一部の条件のみエンドユーザーからは見えないように隠すことができるようにしたい。（例えば、ドロップダウンでa/b/cと選択できるようにした場合、a/bはエンドユーザーから見える＝選択できる。cのみエージェントにのみ見える＝エージェントでしか選択できない）

email activity should appear on the activity feed on the mobile app or the web ap

I've been trying to change my email to a different one and I keep having to enter my password and this pops up: 403 Forbidden Attempting a prohibited action This is in correlation with blackdesert.zendesk.com I had to create a new account on Zendesk because on blackdesert.zendesk.com I could use Steam to sign in.

Hello,   I have a Zapier integration with zendesk to generate tickets. There are specific fields that are being selected but not being added in Zendesk to the ticket, specifically in the conditional fields. The ticket Events show that , for example, Ticket Category and Content Type are being passed through Zapier but not being added to the ticket.      Has anyone seen a similar issue, and if so, know why this is happening? Zapier support stated its nothing on their end after a deeper investigation. 

Has anyone had any luck in implementing an easy mouseover image swap/zoom within an article? Many of our articles contain screen shots I'd like them to zoom to cursor within the article. Some articles have multiple images of which a zoom would be required. I have tried implementing a number of options but as yet without success. Thanks Andrew

Due to the (large) size of the widgets on the Dashboard, I find it very hard to create a nice Dashboard that gives me the overview I would like. I have to scroll down a lot to see the lower widgets, while most of the screen is just white. At the same time, text is sometimes cut and only part of it is seen (in the very large box!). As it is now, the Dashoard is ugly and not practical. It would be great if Zendesk would allow for more customization of the widgets on the Dashboard. 

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