Catch-all

I know it's possible to use HTML tags to add superscript to the body of an article, but is there a way to do this in the article title? I found a few articles and community posts on the Zendesk support site that have superscript in their titles (for example, https://support.zendesk.com/hc/en-us/articles/217101828-About-Net-Promoter-Score-surveys) but I can't figure out how to set this up in my own KB. 

I need to extract all articles from the help center section to e.g. an excel file. I don't need the tickets in the support section.

Hello,About a month ago we reported that the integration would not work correctly with Safari on Mac, however, this issue seems to have been resolved.Now for the past two days, the integration has now stopped working with Chrome. You can below it just loads these bars but doesn't do anything. We've tried multiple computers, resetting cookies/cache, etc. however it seems to have stopped working.We would appreciate some insight as to why this may be occurring.

Hello, We're running into an issue of Content Blocks and some other content disappearing while editing a guide. This is the process that seems to cause it: Open a guide for editing, makes changes, then open the HTML.  Close the HTML, save changes (but not publish). All content after the last active block disappears. In the revision history, it looks like it's all been deleted. Restore from a previous version to bring back the missing content, and save changes. All Content Blocks are now gone from the guide, but the content within them is still there, as if they've been disabled.  Any thoughts on what could be causing this? We're hesitant to edit more guide with enabled Content Blocks until we've figured it out. 

We use Pendo for inline guides, walkthroughs and tutorials on our site. We'd like to be able to write a help article on a topic and then provide a link to "see it live". Pendo has a great API, and it's possible to open a walkthrough using javascript or a link, but none of these seem to work via the WebWidget. We've tried the following options: <button onclick="parent.zE('webWidget', 'close');parent.pendo.showGuideById('...')"> ... </button> ← The WebWidget will show the button text, but it strips out the `onclick` attribute and changes the `button` to a `p`. <a href="https://example.com?_pendo=..."> ... </a> ← This opens in a new window (even with that option unchecked) and strips everything after the `?` <a href="javascript:parent.zE('webWidget', 'close');parent.pendo.showGuideById('...')"> ... </a> ← The WebWidget strips everything

I'm just curious to see what everyone's set up looks like. I hope we can use this as a forum to learn from each other and to brag about our beautiful dashes.

If you have Multi-Brand setup on your instance, one thing you'll want to watch for is when you are creating a report that filters on a subset of your brand.  The issue is when it comes to "Selecting All" brands, the filter will only toggle the first page of results.  If you truly want your query to reflect all of the brands, it would be far better to remove the brand filter completely since you are no longer restricting this attribute.

Is there plans to add an 'Unsubscribe link' to the body of scheduled emails?  Thanks 

While the refund feature is nice, I'd like to see features from the original Shopify app such as the quick view of the customer's address, the tracking number hyperlink. Also, will this work with Recharge for refunds? Normally Refunds for auto-ship have to be done by "refund recurring charges" (a drop-down choice in Shopify) or by refunding in the Recharge app.

We have a few deals that were started in our system and have since grown into one larger deal. How do I keep all details for all deals and merge them into one? 

Hi - As part of our theme, we have some custom elements defined, including an expandable "accordion" and a tab set. These are present as classes in our CSS, and we have historically had to manually add the HTML to implement them in our content. As a test, I created a new tab set in a test article and then saved it as a content block. My intention was to create a reusable object that I could insert, unlink, and then modify, so that our team can avoid the manual coding required to implement the tab set. When I saved the content block, I saw a notification that the content had been "sanitized", and when I inserted the content block in a new location, I saw that all of the HTML supporting the tab set had been removed, leaving only the text. I then went on to test some of our other custom but less complex formatting (a colored callout) and found that the same thing occurred. The content had been "sanitized" and the HTML supporting the callout had been removed. In our

I have setup an email notification based on this post: https://support.zendesk.com/hc/en-us/articles/203662116-Using-placeholders I've used the {{ticket.comments_formatted}} placeholder for over a year, never had any issues. We recently noticed that it was not rendering for users in Outlook, it is still rendering as expected in Gmail though. Is there a bug for this placeholder for certain clients, is this no longer supported? When I click "View Available Placeholders" it no longer appears in the list which makes me think it is not supported anymore...? Any help would be very appreciated!

Hey, Is there a limit to the amount of options that can be stored in a single drop down field?

Is there any way how can I create HTTP with Bearer token instead of Basic Authentication? I would like to use JSON payload.

Hi All, Has anyone used Microsoft Power Automate to create a ticket in Zendesk and update custom fields? I have a requirement to: 1. Fill in a form (e.g. Microsoft Forms)2. Use a schedule to auto create a Zendesk ticket from it  3. Set Zendesk fields on creation, including custom fields I can get the ticket created but can't update custom fields.  The only workaround I can think of is to use triggers which could be cumbersome. Any help appreciated! Thanks, Matt    

Hello, i'm using two web widgets, one for chat and the other one for contact, i've put this code to the settings "contactOptions": { "enabled": true}, and the widget shows me two options (chat and contact), i want to know if theres a script to open the widget directly on the contact form, to open the live chat i'm using this script $zopim.livechat.window.show();, zE.activate() opens the widget but on the "homepage" to select chat or contact.

Is there anything on the Zendesk website that details the pricing options for Answer Bot?    

I'm looking for a way to track tickets handled by all of my agents.  Solved, Reassigned, Pending, etc. I can't seem to find a simple report to show all of my agents and the tickets they worked on across a date range (weekly).  I figured this would be a pretty basic report to run.   Has anyone accomplished this?

When we get a backlog of tickets, we run into a lot of emails where the user figured out the solution to their problem on their own before we can get to it. Specifically, I would love to set up an auto-response to submitted emails that contained links to our help center and blog resource center, then the option for a user to click a button or reply with something specific that says they ended up being able to answer their question. Is this possible?

Hello all,Our team has been using the early-access Shopify integration for the past few months now and are loving it so far.One thing we did notice is that the integration doesn't seem to work when using Safari as the browser. You can see below that the window is just blank and nothing shows up. We have tried this for multiple tickets and customers, and it happens every time. It works no problem on Chrome and Firefox.Is this something on our end or is the integration not compatible with Safari?Many thanks.

It's something that has caused lots of discussion in other posts here - how we can get the same cool little badges Zendesk use, on our own Community forums.  Thanks to the help of a few Zendesk people, we now have the code snippets available to do this ourselves.  Note: whilst this is currently a workaround, it means there are some flaws (although minor). Because you need to input specific names into the code, it means that anyone on the Community with the same name is likely to have the same 'moderator' style badge appear too. So if you have agents called John Smith and lots of clients with the same name, it might get a little confusing. To start off, add the following JavaScript snippet onto the end of your code: $(document).ready(function() {var moderators = ["Username 1", "Username 2", "Adam Pepper", "Another Person"];var supportManagers = ["Samantha Flaherty", "Christian Colding", "Jesper Petersson"];

Social login for Chat is now available in the Web Widget. Now when you have allowed social login in your Chat settings, your visitors will be able to login through either Facebook or Google and pre-populate their details and display their profile image on the pre-chat form. It will also display their profile image in a live chat. You can learn more about enabling this feature and other ways of collecting user information here. Admin Experience: Chat admin End-user Experience: Login with Facebook End-user Experience: Pre-chat form   &nbsp

We’ve identified an issue with management permissions on articles that have been upgraded to use Content Blocks. The nature of the identified issue occurs when management permission is updated on an article, this change is not then respected in the article list in Manage Articles. This would mean that an agent may still be able to see an article in the list interface, even if they would have lost access to that article when the management permission was changed. The application still honors the permissions set in the article so the agents in the above case won't be able to perform any action on the articles.   For example, if you created a list that was filtered by the Managers management permissions it may show articles that have management permissions set to agents and managers that were previously set to Managers and vice versa.   We are working on the fix right now and the correct behavior is expected to be re

It would be great if we could improve the Zendesk Guide reporting (in Gooddata and Explore) so that we can know things like: - Amount of articles created - Authors of the articles - Amounts of posts created - Amount of comments in posts and articles.... Cheers,

Hi Zendesk Product Team, My team and I crucially need the ability to send reports (not dashboards) to non agent users. We have customer managers of end users that would like to see metrics and be able to pivot on them in a CSV/Excel format and we'd like to use the email scheduling feature to send these out. While email scheduling to end user's works terrifically with dashboards, it only allows emailing of a PDF. Our managers need CSV's/Excel format documents which are only available in report email scheduling. Finally, it looks like the ability to add end user emails in report email scheduling 'almost works' as when you enter an email you get a pop-up to 'add email' but after you click that the email disappears.  Hoping you can look into adding this functionality as it would be a huge win for our team and the product. Cheers, ~Adam