Catch-all

Hi everyone,I'm facing regular disconnect issues with my battery-powered Zigbee devices, mainly door sensors and smoke detectors. I've noticed the common factor is a Tuya Zigbee relay in the connection path.I read that Tuya/Sonoff devices may not be great repeaters. Before I switch drivers/configs, can anyone recommend a SmartThings-compatible Zigbee relay that's reliable as a repeater and works well with Alexa?Thanks for any advice!

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We are using the Extended Tracking feature and have encountered a strange behavior.Here's the situation: A General Task (Task A) was registered with a specific URL. The URL was opened and the corresponding tab was left open. A new tab was opened, and we worked on a different task. Later, when we returned to the Zendesk View screen (without reloading the Task A tab), tracking for Task A unexpectedly started again. We would like to understand: What might be causing this behavior? Is there any recommended way to prevent tracking from being unintentionally resumed for a previously opened General Task tab? Any insights or suggestions would be greatly appreciated.

The usefulness and scalability of Service Catalog would be vastly improved by incorporating organizational structures similar to what already exists for Guide articles—specifically, Categories and Sections. Right now, all service items appear in a single flat list, which quickly becomes difficult to navigate as the number of items grows. Introducing hierarchical grouping—like Categories to group services by department (e.g., IT, HR, Facilities) and Sections for more specific topics (e.g., Hardware, Benefits,  Maintenance Requests) would: • Make the Catalog easier for end users to browse intuitively• Help admins manage and maintain a growing list of Services• Allow for clearer restrictions/visibility settings in the future This kind of structure already works well in the Help Center, and applying a similar model to the Service Catalog would align both tools conceptually and functionally.

Current FunctionalityWhen a new service is created, it necessarily creates a corresponding Ticket Form.   ProblemHowever, there is no way to hide/audience Forms/Services if a customer doesn't want all of the form options showing on the Get Help screen of the their Help Center. Potential SolutionsIt would be ideal ifa.) "show on get help screen" could be a yes/no toggle for services and/orb.) forms could be audienced/secured to user segments or even staff vs. end users  Submitted on behalf of Matlock & Associates

I’ve been running into issues editing links in the New Editor since the updates rolled out this week. Has anyone else noticed problems like: the page jumping to the top when editing a link pasted content showing up at the top of the page link setting changes not saving Curious if it’s just me or if others are seeing this too.

We are excited to introduce the new article editor for Guide, currently available through our Early Access Program (EAP). This new editor includes several enhancements aimed at making your content creation process more efficient and engaging. Key Features of the New Editor: New Editing Tools: Includes text-wrapping around images, a new table editor, and drag-and-drop functionality for content elements. Source Code Improvements: Cleaner code when using content blocks, with the ability to view the article source code above and below the content block. Article Components: Insert HTML blocks, horizontal lines, and AI-powered article summaries into your articles.  These improvements are based on user feedback and are designed to provide a more robust and efficient editing experience. For more detailed information, see 

If you experience problems enabling the Service catalog on your account is may be because your account does not live up to one of the Eap participant requirements:  Zendesk suite Growth or higher or Zendesk ES Suite Growth or higher plan (Service catalog will be made available for all ES plans ASAP) Enabled Guide/Help center or be able to to enable Guide/Help center Enabled Agent workspace (use Agent workspace and not legacy Support) Enabled or be able to enable custom objects v2 (not legacy custom objects) Not have depleted your custom objects limits as per the plan dependent limits Not have depleted your lookup fields limit of max 10 lookup relationship ticket fields.

We are experiencing an issue with the lock feature for manually set General Tasks in the Extended Tracking system.Here is what happens: We manually set and lock a General Task (Task A). After that, we open a new browser tab and work on something else. When we switch back or open the Zendesk View screen, the lock on Task A appears to be released, and a different General Task (registered via Extended Tracking) starts being tracked. As a result, the manually locked task is overridden, and tracking starts for another task even though we intended to continue with the locked one.We would like to know: Is this the expected behavior of the lock feature? Is there any way to prioritize or persist the manually locked General Task even when navigating between tabs? Any insight or advice would be appreciated. Thank you!

Hello community! We're thrilled to share that we're working on an exciting new feature for Zendesk Explore - Quick reports powered by natural language processing. This feature aims to transform the way you interact with our platform, allowing you to use everyday, conversational language to generate reports swiftly. We need your involvement to make this feature the best it can be. We're on the lookout for typical questions that you would use as prompts to pull the data you need for your day-to-day tasks. These prompts can be simple or complex, as long as they reflect your workflow. For example, you might want to ask, "What's the average response time for tickets today?" or "Show me the number of unresolved tickets in the last 24 hours on a line graph". Here's how you can contribute: Please comment in the following post with your questions that you'd use to pull your data:

Hi Zendesk Team,  I've noticed while working with the article multi-placement feature that each placement displays as an individual article in the Knowledge Admin page (see below). This functionality seems redundant since editing the body/title of one placement will affect the others, and any changes to placement settings can be made once in the article editor. It leaves the Knowledge Admin feeling crowded and confusing. Is there any benefit to this functionality? 

Hi there,  I recently attended a user group call in march and they spoke about using user tags? for creating a community within a community?  I just launched our Gather community and wanted to create a smaller segment community for our Customer Advisory members so that they can collaborate with each other and our SMEs.  Has anyone in the user group done this with their Gather community?

Hi there, I've looked at every forum, post, chatgpt, google ai response regarding this and not a single post has helped me, i also then prompted support from Zendesk which will take ½ business days so this is a very frustrating aspect I need help with. Our company has created a knowledge library, titles are accurate, but no matter what, the chatbot simply refuses to pull any articles even if the headings match the exact keywords. All i ever get is "Sorry I couldn't answer your question." So what are we doing wrong? There is not a single clear basic setup guide from zendesk to make sure the chatbot pulls articles. Either its being kept as a state secret or its so simple that im the idiot.

I'd like to suggest a feature that would greatly improve workflow efficiency: the ability to forward side conversations. Currently, when we need to involve another team member or seek additional help within the side conversation, we have to manually copy the communication or download and upload documents to move it to another side conversation. This process can be time-consuming and potentially lead to errors or omissions.Being able to forward side conversations directly would streamline our support process, ensuring that all relevant information is easily shared with the appropriate parties. 

Hello, we're enrolled in the Zendesk's Article mutliplacement EAP program and have had success in the past using this feature. Unfortunately, in recent times, it seems we're unable to place an article in multiple sections. From the screenshot, you can see that it's a circle and not a square which also means you can only select one option. This typically happens when we try to edit an already published article and place it in multiple sections.  

Our Zendesk theme allows us to create tabs and toggles using <ul> lists with a particular class. Each <li> is an individual toggle or tab. In the new editor, if we try adding toggles or tabs after a regular bulleted list, the toggles/tabs don't work; each toggle/tab becomes a regular list item (the class is ignored). We have found a workaround is to add <p> </p> (or to add text). However, we'd like to be able to not add a large space or additional text between for these to work.  

The entity detection feature is working on some messaging tickets and not working on some Wanted to understand what is intended? Ticket #10535881 - It worked on this ticket Did not work on this one - 10537208

Hi, our Agents flagging tickets on a Repetitive Issue dropdown field for Explore Reporting with “same issues”. However SImilar Tickets is always “No suggestion”.Is something not working correct?

The extension requires the permission scope of <all_urls> which would allow the extension to grab any data from any website the user is browsing. Is there a way to narrow the scope or documentation that can be shared with security folks of what data exactly is recorded?  

Hello and thank you for your contributions and feedback on this EAP.Based on your feedback, we’ve implemented some updates that have been recently launched: Detection of regex patterns Detection of multiple values per ticket Detection of entity values within close grammatical proximity Entity detection is available for customers of Zendesk's Copilot add-on, starting March 26, 2025.For customers who participated in the Entity detection EAP we will be granting a grace period of 4 months, until June 30, 2025. To learn more, read the announcement and see the following documentation:Announcing Intelligent triage new capabilities

Hi Everyone, Have just gotten our hands dirty with the Entity Detection EAP - I am highly impressed by this so far, and I'm getting exactly what I need out of it. Thank you! One challenge I am facing though, and I wondered if anybody has any thoughts on this. We work in the telecoms industry, specifically with Cellular Telephony and Connectivity. When we are supporting our customers on an issue, we need the Cellular SIM ICCID number in order to support them with what they need. I've been able to use the new Regex function to accurately identify an ICCID and extract this in to a field, which is brilliant news. However, I have one challenge. I would say on around 50-60% of our tickets, a customer is communicating with us about more than one ICCID at a time. For example, they may wish to cancel a bunch of SIMs and provide us with 30 of these on a single ticket. Is there a way of handling this with entity detect

The entity detection feature allows you to define and detect unique information in tickets and messaging conversations. You can then use that information to populate associated custom ticket fields and power automated workflows and reports.Entity detection is similar to intelligent triage in that it allows you to automate workflows based on information automatically detected within customer requests. The way it worksWhen you create an entity custom field, the system adds that field to your tickets. The field is populated via ticket updates based on the entity value detected in the ticket.  When the field is populated, a tag is also automatically added to the ticket to help you build triggers, automations, and reporting. These tags reflect the entity values you configure. 

Your feedback is crucial to us as we plan future improvements to article multiplacement. We invite you to share your thoughts, report bugs, and provide any suggestions you may have. Ways to Provide Feedback:Feedback Forum: The best place to provide feedback is in the Zendesk EAP - Article multiplacement topic. This allows us to keep feedback social and collaborative, benefiting everyone involved. Bug Reporting: If you encounter any bugs, please report them in the same forum. This is especially helpful for minor bugs or issues that do not directly impact your customers. Guidelines for Providing Feedback: Be clear and specific in your feedback. Explain why you like or dislike something and how it could be improved. Include screenshots if possible to help us understand your feedback better. Be patient when waiting for responses from Zendesk. Maintain

Welcome to the Exchange Connector Early Access Program (EAP)! We're thrilled to have you participate in this exclusive opportunity to shape the future of the Exchange Connector. Your insights and feedback will be instrumental in refining the product. This document outlines the scope, prerequisites, signup process, configuration steps, and feedback mechanisms for the EAP.What is Exchange ConnectorExchange Connector is a new functionality that allows to connect Zendesk instance directly  to mailboxes managed by MicrosoftExchange Server.   Connect to Microsoft Exchange via direct API communication Ideal for Microsoft customers looking to connect their online Microsoft 365 and/or Exchange servers, and leverage their Exchange/Outlook workflows What value Exchange Connector provides

Overall this feature has been great, but there is one issue that's giving us a bit of trouble. When multi-placing an article, any links within that article are of course identical in each iteration of it. When placing an article in multiple different brands, this means that those links may take you do a different brand/help center entirely. It would be hugely helpful for articles that link to other articles which are also multi-placed to be able to keep you within the same brand/help center you're coming from. Right now any links to other articles have a high chance of taking our users to a help center for an entirely separate product from the one they're using.To give a bit of extra context for our use case, we sell multiple products and have a separate brand for each. We're hoping to use multi-placement for some articles related to our billing portal, which is common across all of our products. Some of these articles about our billing portal link to othe