Filtered

I've used many ticket systems. I LOVE Zendesk but the Views has opportunity to grow. I think to have the perfect ticket view management we need to have three aspects, detailed below.  Robust Filtering. Easily the largest challenge for my team has been the lack of filtering that Zendesk has. The best system needs to be able to filter by any combination of the fields on the ticket and more than one option in the filter. e.g. assignee is Alice, Susan or Jim AND custom field1 answer is a, c or D   Ability to add and remove columns One of the advantages ZenDesk has over other systems is the column layout of tickets. However, it is very limited with only being able to manage this via the view editor and to the 10-column limit. Like how the 'new request list' experience has for the end user, the best system needs to be able to add and remove columns as desired from the

KCS templates should not be language based. Templates are the same regardless of language. There should be a mechanism from Zendesk Support (not Guide) to flag for translation - and the default language should ALWAYS be a fallback when the requesters' default language does not have any relevant content.   

Hello, Is it possible to create an option to set EndUser Password complexity on Custom as it is available for Team Members? Thanks

Hi There, The bulk editor is a great ticketing functionality that saves a lot of time. However, I can't always use it as I am not able to @mention colleagues when triaging tickets.  Could it be added to your roadmap?  Thanks, Anais

The tickets are no longer appearing chronologically, meaning the newest response is not appearing on top or on the bottom but somewhere in the middle. Furthermore, all previous answers are being repeated each time somebody replies.  At this moment it is very exhausting, time consuming, frustrating,.. to go through all the answers to find the most recent one...There is absolutely no added value in this. Everybody on our team is complaining about this.  What can be done? 

Thank you for creating the dashboard; it has excellent usage and potential.I suggest you add the option for editing the dataset so we can customize the dashboard even more and expand the dashboard size. If the latter is not possible, adding a second window would work, and charts can be moved there. Thank you!

When linking an article with a lock icon via the Knowledge section of the Context Panel, the following pop-up displays regardless of linking an article in a Public reply or Internal note. Per a ticket I opened up with Zendesk, this was the response "The pop-up appears regardless of messaging channel selected in the composer window because an agent can copy information from one option listed and add it into another option, so the system is simply providing overall notification about the article and user permissions." However, this pop-up should only display if linking the article in the Public reply since the Requester will not have access to the article. Linking an article with a lock icon to an Internal note is common practice, so the pop-up is making agents complete one extra step. Additionally, the language "Agents and managers" in the pop-up needs to be

Actually, this is the first time happened. As long as I use Zendesk, never found FRT increased significantly especially in Zendesk Messaging, As informed by Zendesk Team that the FRT behavior is intermittent and unreliable on Messaging tickets in the Support dataset. Zendesk Team suggested to use Zendesk Messaging Dashboard to calculate FRT. I can't separate the 2 reports from the channels on Zendesk because they have an impact on the KPI team. Already reported to Zendesk on request (#10888510) but no result. This issue more than 1 month already.

I have an active Auth0 account. I have a node js web app running in my local server. I have created and connected an Auth0 tenant for it. I am able to login my webapp using my Auth0 connection itself. It is working fine.   I also have activated OAuth client in my zendesk . I am able to generate a bearer token for zendesk api. With that bearer token, I am able to create a Zendesk ticket. Now, my requirement is: I have a button in my webpage, (which is already logged in with Auth0 credential). Now, on clicking that button, i need to pick details from that form , and create a zendesk ticket using zendesk api - in  such a way that the user cant find , it is internally calling zendesk api.  (Only when the Auth0 authentication is alive for that web page user)   Thanks, Sabarisri      

We have been using the system for quite some time with our Agents updating the Orgs on our Light Agents to keep our tickets organized for reporting. This was changed so that only Admins can update Orgs for Light Agents and Agents.This change has already increased the workload on our Admins and caused quite a bit of confusion because it looks like its going to work and then does not rather than letting them know they are not allowed to make the change. It simply looks like a bug rather than a feature.I understand the explanation given about potentially allowing users to access to tickets and info they should not. However this should be an option in the Roles. It is already there for End Users, simply duplicate that selection for Light Agents and Agents so that users can be given permission to update orgs without having to make them a full Admin. 

I was facing infinite redirect logging into Zendesk dashboard as an agent using Brave browser. This can be fixed by disabling Brave shield in menu opened by clicking the Brave logo in URL address bar. It would be great if this can be fixed on app as well so there is no need for this exception in secure browsing.

Feature Request Summary:  Zendesk Support should allow to create custom User/Organization/Ticketfields which (when entered) present a clickable hyperlink which opens in a new tab.  Description/Use Cases:  The feature would allow to access external resources faster and easier and also would open new potential integrations or workflows within zendesk. Our direct Use Case would be the Link to a confluence Article or a Teams Thread, were our developers live. Therefore, any agent could easily find linked and connected resources or Teams Threads without searching the related internal comment in the whole ticket. In the Organization Tab, it would possibly link a cloud resource to easily check if a service is up and running, or to login to their service portal. On a Users Level, I may wanna link the end users calendar booking website or store a fix TeamViewer Link in order to help fast.  Busines

こちらも基本的には、設定を「送らない」設定にする以外はないようですが、何かいい方法があればアイデアいただけますと幸いです。 ※サポートの方からは下記方法を案内いただきました。  代替案としては、以下のドキュメントに記載しております Create User APIをご利用頂く方法があるものと存じます。 Users | Zendesk Developer Docs: https://developer.zendesk.com/api-reference/ticketing/users/users/#create-user > Create User>> • `POST /api/v2/users`>> Skip verification email> If you need to create users without sending out a verification email, include a `"verified": true` property.(11:02:15 PM) Kosuke Kamiya: このAPIにて "verified": true を設定した上でユーザーを作成した場合には、エージェントによるユーザー登録の際に登録完了メールを送る設定となっている場合でも登録完了メールを送らずにユーザーを作成する事が可能です。 そのため、このAPIを利用してZendeskにユーザー登録を行う仕組みをお客様にて構築して頂いた上で、エージェントがリクエスタを設定する際に該当のメールアドレスがZendeskに登録されていない物であった場合

現状では対応がないとの回答をサポートの方よりいただいていますが、今後ユーザー未登録でも、送付時に任意にメールアドレスを指定できるようになれば柔軟性が高まり、助かります。

Olá, sentimos a necessidade de usar a busca do zendesk, nos tickets de whatsapp já concluidos, ou novos pelo numero do ceular do cliente. Esses tickets nem sempre entram com o nome do usuário, e não conseguimos localizá-los quando precisamos rever histórico de atendimento ou, qdo nos ligam, pedindo atendimento urgente e precisamos abrir os tickets novos um a um em busca desse cliente. 

Olá, estamos sentindo a necessidade de mensurar nossos atendimentos por whatsapp por região. Entrei em contato com o chat e não há opção desse filtro ainda. Deixo o registro dessa sugestão. 

Currently, only the "search" endpoint supports parameters for filtering the tickets. Unfortunately, as documented HERE: It can take up to a few minutes for new tickets, users, and other resources to be indexed for search. We need near-real-time data as part of our use case, so we resorted to using the "users/{user_id}/tickets/requested" endpoint instead. However, this endpoint doesn't support any filtering parameters. It returns ALL tickets for a given requester. This also means that it takes a long time to return the results (including pagination) when the total number of tickets is nearing 1000. In our use case, we only need the

Hi! Would love to see more control around Satisfaction Survey visibility. Currently all my agents have access to see all tickets, that is how our workflow is intentionally designed.  However, I don't want team members to see Satisfaction surveys that pertain to other team members. It would be fantastic if we could limit survey responses to the ticket assignee only and/or Admin only.

Hallo, für uns wäre folgendes eine gute Erweiterung:Im Help Center ist es so, dass der Folgen-Button an einer Section die zusätzliche Auswahl erfordert, ob man- nur neuen Beiträgen oder- neuen Beiträgen und Kommentarenfolgen möchte (vgl. Anhang).Hier hätten wir gerne die Möglichkeit es so zu konfigurieren, dass "Folgen" automatisch die zweite Option bedeutet, also beidem zu folgen.

Would it be possible to add macros to the MS team's add-in from Zendesk? Now we most likely won’t use the add-in for answering and creating cases, cause we need to type everything by hand.

This is the one feature I cannot understand why it is missing. You create your smartlist, you can pick (or unpick) some contacts in it, and you want to update one of your custom fields (e.g. date of next event, segment, industry, whatever). You can't. The only things you can update as a bulk are owners and tags. We strongly need to be able to update other properties as a bulk.