Catch-all

Hi EAP participants, We're deploying multi-storefront next week! In order to deploy this change, we'll required a short outage (approx. 30 mins) to the Admin Center. During this time, customers won't be able to access the Shopify part of Admin Center. The sidebar apps in Support & Chat along with the Web Widget will not be impacted by the outage. After the outage, customers will be able to connect multiple Shopify storefronts to their Zendesk account. Thanks, David

When reviewing historical analytics, sometimes the analyst will want to understand how ticket volume is related to the overall context of their business. For example, suppose an analyst were to see a spike in volume from several months ago while reviewing quarterly results. It would be helpful for the analyst to know that a major promotion was launched that day, or perhaps that some outage occurred that was addressed there. To help businesses with this use case, I have a suggestion: Enable a custom Events dataset for Explore. Here, Support staff can add custom events through some interface with attributes like Event Date, Hour of Event, Event Title, etc. When pulling data such as tickets created, analysts could add in the metric "# of events" to see how many events took place in the report timeframe. These events can be added programmatically, or even manually as analysts annotate the flow of the business during a regular reporting lifecycle. After analysts i

Sorry if this has been posted before, I couldn't find anything in searches here or on Google... We split from Salesforce to ZenDesk and another CRM.  I set up Zapier Zaps to update/create organizations and end-users in ZenDesk when updated/created in the CRM.  That works great. When trying to set up Zaps for ZenDesk, I found there were no trigger events for when Users and Organizations are updated. It seems like there is closer integration with Salesforce data but limited only to that software. My ask...  Can anyone recommend any solutions that will allow for real-time (or near-time) updates for end-user and organization records to another system? 

to deliver DASHBOARD on a specific recurrence is not possible TO AN INDIVIDUAL USER i've got this message : YOU NEED to HAVE at least one group authorized to see this dashboard to deliver it by e-mail  in my case , i have multiple dashboard which i will need to sent to specific user ex. in one case user is an ADMIN, which is agent,  part of multiple group,  DASHBOARD  NEED to go to her specifically Not to any other members (agents)  of any group she is part of Is this something planned 

Hi,   I have a question related to triggers.   My trigger is notifying the requestor (so my Customer) with a special email based on a unique tag. The fact that the email was sent out is only in the ‘Events’ tab, which is not shown to agents at first sight and is missed most of the time.   As the email was sent to requestor it is a reply to him – why it cannot be visible as a Public reply in ‘Conversations’ tab? It would show the agent that the email was sent out. We have a lot of doubled messages as the trigger sent the message and the agent too, cause he/she didn’t see it.   Is it possible to have ‘Email notifications’ made by a trigger visible in the ‘Conversations’ tab? In my opinion, such emails are also part of the 'Conversations' with a Customer, but it is just an automated message.   Thank you

Lumping the Support Web Form and Web Widget into the same channel (Web) in Explore is not ideal. They're distinctly different ways of getting in touch. You've separated out Mobile and Mobile SDK (source)—I would think Web and Web Widget would be a similar case.

Our AMA experts share their tips and best practices on Ticketing, Triggers & User Management in Support. 

Hi, When you disconnect the integration, the Shopify Order ID created is not deleted so if you install and uninstall the integration, the field is there for ever and you can end with a lot of them. This is nothing new because it's the same behaviour with the old integration, however it'd be great if the new integration delete that field as well when is disconnected.  It would be great if the displayed name (Title shown to agents) can be changed so we can know what field belongs to a deleted integration or what is for a current one (when working with ticket forms, for example). Regards.

How can we unassign an opened ticket (which was previously new) without closing it first or using a trigger? Thanks

Hello there, We're currently working on the integration between Salesforce and Zendesk and have encountered an obstacle related to having Organizations or Contacts/Leads deleted in Salesforce but not in Zendesk. Since Salesforce is the CRM we're using and the Master of that data, Zendesk will never know when or that an Organization or a contact/lead has been deleted unless that information is provided. Since Zendesk is never given this information, the organizations/contacts/leads will only increase over time and never be deleted unless it's done manually. In order to have a seamless integration, it is important to have organizations/contacts/leads deleted in Salesforce also deleted in Zendesk automatically. Is this something that you will improve?

Looking at the "About Search Engine Optimization (SEO) in Help Center" guide: https://support.zendesk.com/hc/en-us/articles/206401358-About-search-engine-optimization-SEO-in-Help-Center, there's a comment posted about five years ago which suggested Zendesk didn't support structured data/schema.org's markup. Is this still the case? If structured data such as schema.org's markup isn't supported, does anyone know if this is something on the roadmap for Zendesk in the future and how we may be able to work around this limitation currently?Our Guides are tagged as "articles", but we want to get more specific for certain guides and use structured data schemas to apply to our content. We'd like to use more specific schema types such as "FAQ", "checklist", "how-to", etc. If we could implement struc

Hi there,  I have a question relating to ticket subject lines and grouping of tickets based on specific subject matters.  We use a contact form on our shopify website and redirect any support emails in to Zendesk support. We have several drop down selections on the contact form including 'Product Problem' 'Shipping query' etc. These selections from the drop down should form the subject of the email and subsequent support ticket in Zendesk.  However, when the ticket is created in Zendesk is comes in as a generic 'New Customer message...' subject line.  Can anyone advise how to resolve this? I want to be able to automatically assign tickets to groups or views based on the type of query coming in, however at present i'm unable to do this with the generic subject line.  Any help would be most apprecdiated. 

Hello,   A customer replied to an exisitng ticket with a new question that I would prefer to have as a separate ticket with its own attributes. But I only realized that now. Is there a way to break off the latest group of messages and make them an independent ticket?

Hi, We have a mobile app and integrating support sdk. How can we send customer satisfaction surveys to tickets via Support SDK? 

I set 2 different department values for 2 websites (WebsiteNO and WebsiteSE). For WebsiteNO: window.zESettings = { webWidget: { ... chat: { departments: { enabled: ['Norge'], select: 'Norge' } } }}; For WebsiteSE: window.zESettings = { webWidget: { ... chat: { departments: { enabled: ['Sverige'], select: 'Sverige' } } }}; When I go to WebsiteSE, I see the following picture:The meaning of this approach is to have the department working only with the specific website without a choice to select another one as websites are not interconnected, and Norge department can't he

Some of our customers have shared great tips about customer satisfaction! Check out these tips or share your own tip for customer satisfaction. Tips from the community: Enhance your CSAT survey with Mr. Smiley and Mr. Sad faces Tracking key communications with customers Allow customers to opt out of satisfaction surveys Using the Pending feature to your advantage

When I'm loading the script in the head tag with the key like this ( <script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=feb0916c-XXXXX-XXXX-XXXX-XXXXXXX"> </script> ) everything works fine, But when i'm trying to load the widget dynamically like the following: var loadScript = function() { var node = document.createElement('script'); node.src = 'https://static.zdassets.com/ekr/snippet.js?key=feb0916c-XXXXX-XXXX-XXXX-XXXXXXX'; node.type = 'text/javascript'; node.async = true; node.charset = 'utf-8'; document.getElementsByTagName('head')[0].appendChild(node); } loadScript(); i get 429 error.i need to load the widget dynamically because

The new Shopify integration allows Shopify merchants to set up the Shopify app in Zendesk Support and Chat, and enable the Web Widget in their storefront. It provides the following features: Set up and manage the integration and the Shopify app in Zendesk Admin Center Connect multiple Shopify storefronts to a Zendesk instance Enable or disable the Web Widget and sidebar apps in the Admin Center Display customer and order information in the Shopify app in Zendesk To set up the integration, you need to be on the Zendesk Team plan or above and have a Shopify account. You can sign up to the EAP to gain access.  This article contains the following sections: Connecting Zendesk to your

My company just set up the Zendesk & JIRA plugin, and at the most basic level we need an easy way to filter our issues and see all of the ones that came through via that integration.  At first we thought we would be able to use the default label "jira_escalated" which comes over automatically whenever you add an issue to JIRA, but we found that because this default label contains a "_" (which is apparently and illegal character for labels in JIRA) those labels get removed shortly after they're created.  My second idea was to set up a custom field that would indicate that an issue came from Zendesk, and then map that field so that it could either be filled in Zendesk or just automatically filled when and issue passes through the integration.  So my questions are: Is there any way to change the default label that gets passed over from Zendesk (so that it doesn't automatically get deleted)? Can you configure custom fields fr

While there's a lot of information about the discrepancy between votes displayed in the admin center and the API, I can't find documentation on the difference between total votes and net votes.  I would think Total Votes is the number of votes ever cast, while Net Votes accounts for removed votes. For example, if three people vote on an article and one of the three later remove their vote the Total Votes would be three, but Net Votes would be two. Is this correct? 

I have implemented the Lisfy Zendesk Theme (along with the Expandable Multi-Level Menu option) and have a couple of technical questions that I am hoping someone in the support community can answer. I would like to increase the number of Sections that can display in our sidebar navigation menu. Currently, if I am not mistaken, only a maximum of 13 Sections will display. How does one go about increasing this amount? I am assuming that this is accomplished with a code adjustment (perhaps on the script.js file), but I prefer to not mess around with the block of nav. bar code before I get some authoritative direction. In addition to increasing the amount of Sections that can display in the Navigation Sidebar, I would also like for sections and subsections to show up and display hierarchically (so that users can easily distinguish between a section and a child subsection). Does someone know how to enable this feature and/or what code adjustments are required

Please note that due to feedback we have received during this EAP, this week we are limiting access to Data Manager only to admins. As part of this effort, we are continuing to develop stronger access controls and new ways for agents to update and interact with Sunshine data.We are also requesting feedback on your experiences with the Data Manager thus far. Please share your thoughts with us by completing this survey.

I am working on one of the recent versions of Magento 2 and this button opening Zendesk Contact form.This button is not translated into the Norwegian language as in NO locale it should be "Chatte" and neither my client nor I can't get the appropriate translation.Could you help me with this issue or maybe you have an idea why it is translated for other languages like RU, EE, SE but it is not for NO?

I am translating Contact form of Zendesk widget in one of the recent versions of Magento 2 and "Start chat" text is not translated into the Norwegian language. (the picture below).Also I've tried to change it manually via API and JS settings and, probably, tried everything:- set locale as "nb-NO" or "no"- set button labels like described in the following sections:https://developer.zendesk.com/embeddables/docs/widget/settings#chatbuttonhttps://developer.zendesk.com/embeddables/docs/widget/settings#chatlabelofflinehttps://developer.zendesk.com/embeddables/docs/widget/settings#chatlabelonline