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Envio de mensagem ativa e automática para o WhatsApp e ChatIdea Submitted

Olá, Quero sugerir que as mesmas funcionalidades do envio de mensagem para e-mail e formulário fossem disponibilizadas também para os canais online, c...

  • Chat and messaging (Chat)

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8849 Ideas

Tommy12
Tommy12

Verification for anonymous help center requestsUnder Review

Regarding announcementhttps://support.zendesk.com/hc/en-us/articles/10360295453082-Announcing-verification-for-anonymous-help-center-requestsPlease add the ability to turn off this feature, do not make a decision for us. We do not want to burden our customers with an unnesesary additional email.

79
Max30
Forum|Forum|16 days ago
Josef11
Josef11

Feature Request for Instant AI agent answers: Establish Mapping between ticket form and Help Center CategoryIdea Submitted

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issueWe are referring to the announcement “Announcing instant AI agent answers in web forms”In our Help Center, we provide articles for multiple product families. While these products operate within the same general domain, they differ significantly in terms of functionality, configuration, and support requirements.Each product family is represented by its own dedicated Help Center category. Customers submit their inquiries via web forms, and each product family has its own specific ticket form.For us to effectively leverage Instant AI agent answers, it is essential to establish a strict mapping between the ticket form and the corresponding Help Center category. In other words:If a customer submits a request for Product Family A using Ticket Form A, the Instant AI Agent must retrieve answers exclusively from Help Center Category A. Including articles from other product family categories would result in irrelevant or misleading suggestions, ultimately reducing answer quality and customer trust. This requirement primarily affects our customers (who rely on accurate instant answers), but also impacts our support agents and administrators. If AI suggestions are not precisely scoped, agents will face increased clarification effort, and customers may lose confidence in the feature. A category-based or form-based content restriction mechanism for Instant AI agent answers would therefore be critical for us to adopt this feature at scale. What problem do you see this solving?The goal is to enable customers to receive fast, targeted support through Instant AI agent answers, thereby increasing both our self-service rate and overall customer satisfaction.For this to work effectively, it is essential that the AI-generated answers are derived exclusively from articles specifically created for the relevant product family. If the system pulls content from the entire Help Center without restriction, customers may receive inaccurate or misleading information due to differences between product families.Precise content scoping is therefore critical to ensure relevance, maintain trust in the AI responses, and truly improve resolution speed and self-service adoption. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?We are currently affected on an ongoing basis, as we are not able to fully leverage the feature in its current implementation. Due to the lack of precise scoping between ticket forms and corresponding Help Center categories, we cannot activate Instant AI agent answers in our web forms. If we did, customers submitting a request for Product Family A could potentially receive suggested answers from Product Families B, C, or others. From a customer perspective, this would be confusing and would undermine trust in the quality and relevance of the provided solutions. This limitation occurs every time we evaluate enabling the feature - which effectively means it impacts us continuously. As a result, we are unable to realize the intended benefits of higher self-service rates, faster resolutions, and improved customer satisfaction. From a business perspective, this means: Lost opportunity to deflect tickets through effective self-service Continued higher workload for support agents Reduced ability to scale support efficiently across multiple product families Until precise content scoping is possible, we cannot responsibly roll out this functionality to our customers. Are you currently using a workaround to solve this problem?At this time, we are not aware of any viable workaround.Due to the missing capability to restrict Instant AI agent answers to specific Help Center categories based on the selected ticket form, we cannot safely enable the feature. As a result, the only current option is to refrain from using it altogether. This means the limitation cannot be mitigated operationally or through configuration in its current state. What would be your ideal solution to this problem? How would it work or function?Our ideal solution would be the ability to explicitly link a ticket form to a specific Help Center category within the Instant AI agent answers configuration. Functionally, this would work as follows: Each ticket form (e.g., Product Family A) can be mapped to one or more defined Help Center categories. When a customer submits a request using that ticket form, Instant AI agent answers would only generate responses based on articles within the linked category. Articles outside of that scoped category would be excluded from consideration. This form-to-category mapping would ensure that AI-generated answers are contextually accurate and product-specific, preventing irrelevant cross-product suggestions. It would allow us to confidently activate the feature while maintaining answer quality, customer trust, and operational consistency across multiple product families.

6
Alexander40
Forum|Forum|16 days ago
S
Stephanie11

Text in Messaging für Wartezeit und Position anpassen könnenIdea Submitted

Text in Messaging für Wartezeit und Position anpassen können. Aktuell wird gesiezt, wir duzen unsere Kund:innen und wir sprechen nach außen auch nicht von “Agent”. Danke.Es geht um diese Funktion: https://support.zendesk.com/hc/de/articles/8945071149210-Anzeigen-der-voraussichtlichen-Wartezeit-in-Messaging-Konversationen

0
S
Forum|Forum|16 days ago
Raphaela
Raphaela

Problemas com fluxo do bot x Agente IAIdea Submitted

Olá, boa tarde! Precisamos muito de ajuda. Reparamos que nossas resoluções automatizadas estavam sendo consumidas fora do comum, contatamos o gerente de contas e nossa consultoria da SISConsulti, para entender o possivel problema.  Identificamos que a nova funcionalidade de Agente IA, não está seguindo a regra do nosso fluxo de BOT. Exemplo disso é o retorno do nosso ativo de WhatsApp, onde o fluxo do BOT cadastrado é que transfira o atendimento para o agente humano, mas o sistema esta enviando para o Agente IA, que envia para o cliente todas as opções do nosso BOT, como se o cliente estivesse entrando em contato conosco. Fora isso, a IA está atendendo como protocolo novo, respostas das pesquisa de satisfação do cliente, quando ele responde Boa.   Hoje, infelizmente, o Agente de IA não atende nosso fluxo de atendimento, e estamos preocupados quando isso se tornar obrigatório em maio.  Por favor, mediante aos relatos e anexos é possivel corrigir essa situação ou deixar desativado a função de Agente IA na nossa conta? Sobre as resoluções, estamos em contato com o gerente, para entender se iremos absorver os custos e a perda das resoluções devido a esse processo, mencionado da Agente IA não seguir nosso fluxo padrão.  https://drive.google.com/drive/folders/1FHF3eGokYru-o7U7ItHO4KFOzCck4U7X?usp=drive_link

5
Marcin15
Forum|Forum|16 days ago
T
Tim15

Feature Request: Metric for total duration under specific SLA policyIdea Submitted

Dear Zendesk team, We would need a possibility in Zendesk Reporting to see the total amount of time in real days, where a ticket had been under a certain SLA policy. Example: ticket created on 12/03/2026; SLA policy “complaint” applied on 14/03/2026; ticket finally closed on 18/03/2026.We now want the reporting to give us the 4 days the ticket had been under the policy “complaint”, until it finally had been closed. Would it be possible to integrate  metrics or attributes into the reporting to see how long a SLA policy is applied to a ticket until final closure of the ticket?

0
T
Forum|Forum|16 days ago
E
Ebru

Ability to remove default intent categories and bulk update custom intentsAccepted

Please add the ability to remove default intent categories from the support interface. Many of the existing default categories do not align with our business needs and end up cluttering the interface for our agents when they manually select an intent for tickets. Having the option to hide or delete unused default categories would greatly improve clarity and efficiency. Additionally, please consider adding bulk-management capabilities for intent categories and subcategories in the Admin interface. A “Select specific intents” or “Select all” option for bulk updates would be beneficial. A drag-and-drop feature to reorganize custom intents would also make it much easier to maintain and restructure our taxonomy when needed.

8
J
Forum|Forum|16 days ago
Tim11
Tim11

Allow reporting on anonymous help center requestsIdea Submitted

Hi Team,  Related to the change here: https://support.zendesk.com/hc/en-us/articles/10360295453082-Announcing-verification-for-anonymous-help-center-requests It would be extremely useful to be able to report on how many / which tickets are being created and how. For example it'd be really useful to be able to report on how many are being created anonymously (not logged into the Help Center) and which are being created while authenticated. It would help those looking to maybe switch on verification, if we were able to know the impact (in numbers) of what this change would mean.  (I guess after this change, it would also be handy to know about those in the 3rd category - i.e. those who raised a ticket anonymously, and then either did, or didn't verify their email). Thanks!

0
Tim11
Forum|Forum|17 days ago
A
Ashley12

Mandatory Attachment Security ChangesIdea Submitted

Regarding: https://support.zendesk.com/hc/en-us/articles/10223024943770-Announcing-end-user-private-attachments-for-Zendesk-Support I appreciate the intention behind strengthening security across the platform however  I wanted to provide feedback that may be helpful as this change moves toward enforcement. When a security enhancement becomes mandatory with no opt‑out or alternative configuration path, it can create challenges for organisations whose workflows, policies, technical environments, or customer‑facing models don’t align with a single enforced approach. Even when the goal is improved protection, removing flexibility can unintentionally introduce friction, disrupt established processes, or limit the ability for teams to manage risk in ways that suit their operational reality. Please consider offering opt‑out functionality -  even if temporary, conditional, or time‑limited. 

0
A
Forum|Forum|17 days ago
M
Michael50

Create custom sections in ticket formsAccepted

Hello!Something that our company has been missing when making the switch from Salesforce Cases to Zendesk Tickets is the ability to add custom sections. It would be helpful to customize the ticket forms in Zendesk to better aid in Agent workflow. Basic functionality would include the ability to create segments and label them.These lines/segments are generated by Zendesk but it would be helpful to be able to create them and label them. Allowing multiple ticket fields to exist in a segment.

15
J
Forum|Forum|17 days ago
A
Arden

Feature Request: Option for Vertical Ticket Layout in Agent Workspace (Restoring Information Density)Idea Submitted

Since the transition to the Agent Workspace, our team has experienced a significant drop in UI efficiency due to the horizontal orientation of the ticket interface. Specifically, the layout makes it difficult to reference the "Original Ticket" or "Initial Request" while simultaneously drafting a response. Impact on Workflow: Increased Context Switching: Agents are spending 5–10 seconds per ticket just resizing windows to see the full context. This is happening multiple times per ticket.  Reduced Accuracy: Because the original request is often hidden behind the composer or pushed off-screen, agents are more likely to miss small details in the initial query. Agent Fatigue: The "scroll-up-scroll-down" nature of the horizontal layout is physically more taxing compared to the side-by-side vertical view. We are having to constantly drag splitter up or down to either see what is in the original request or make space to work in the ticket.  Proposed Solution: A "Vertical View" Toggle: Allow agents to choose a layout where the Ticket Fields/Original Description remain pinned in a vertical column on the left (or right) while the conversation flows in the center. Pinned Initial Comment: Alternatively, provide a way to "Pin" the first comment of a ticket so it remains visible regardless of how far down the agent scrolls in the thread. Business Value: Restoring a vertical or side-by-side layout would directly improve our Average Handle Time (AHT) and reduce agent frustration by allowing us to keep original request in view while we work on the request. Industry: Real Estate - Tech Support 

2
Scott12
Forum|Forum|17 days ago
A
Aleksandar11

Product Feedback: Custom user field permissions to editIdea Submitted

Hello, Following this announcement from Zendesk, regarding custom user field permissions, it would be beneficial for us to have another set of “Edit” options available. Our use case is allowing agents in selected roles to be able to edit those custom user fields specifically, allowing more granular control over sensitive data in those fields.This selection could be available next to the “View” selection of the roles (screenshot example below):Please let us know if this is something that can be implemented, as we believe it can have impact on a lot of Zendesk's customers. Thank you.

1
Emily31
Forum|Forum|17 days ago
I
Ian12

Show the month in Team Schedule viewIdea Submitted

Currently when agents use the Team Schedule view, it does not display the month name anywhere.  So if they scroll through a few weeks it's really difficult to know what month you are looking at

1
Emily31
Forum|Forum|17 days ago
I
Ian12

Filter Schedule screen by workstreamIdea Submitted

Our managers and supervisors are struggling to effectively use the Schedule screen as we have a lot of agents. What they have asked for is some method to filter the list of agents being shown based on if they are scheduled to work on a specified workstream during that day. For example, filter the list to only show agents who are scheduled to work on the ‘Phone’ workstream during the day.  They can then more easily adjust the lunch breaks to ensure we have enough cover on the phones all day. Hope that makes sence?  Thanks

1
Emily31
Forum|Forum|17 days ago
I
Ian12

Provide a month view in Team Schedule viewIdea Submitted

Our agents would like to see a month view in the Team Schedule view, like admins can see in the full WFM product.  Currently they can only see a week view which is very limited 

1
Emily31
Forum|Forum|17 days ago
Tricia11
Tricia11

Enhanced flexibility for Zendesk WFM Performance BoardsIdea Submitted

Feature Request Summary Enhanced flexibility for Zendesk WFM Performance Boards to include granular date toggles (Daily/Weekly/Monthly), dynamic agent/group filtering (threshold-based), and the ability to pull in custom metrics beyond standard system defaults. Use CaseOur leadership team and agents will begin using Performance Boards to track Average Handle Time (AHT) as a primary coaching metric, but AHT alone doesn't tell the whole story. Custom Metrics: We need to display proprietary or calculated metrics (e.g.,  "Productivity Score", ticket touches by group, comments per hour, ticket time/working time%) directly on the board. Currently, we are limited to standard system metrics, which forces us to export data to third-party tools just to see a holistic view of agent performance. Date Flexibility: Agents need to see how they are performing today to make adjustments, or over a month to see long-term trends, rather than being locked into a weekly view or daily view only. They need the ability to adjust the view. Leaderboard Parameters: We want to create a fair competitive environment. New hires often have high AHTs that skew the leaderboard. We need the ability to filter out "outliers" (e.g., anyone with an AHT > 10 minutes) so seasoned agents aren't compared against trainees, and trainees aren't discouraged by seeing their names at the bottom of a public list. Product limitation or missing feature Metric Rigidity: Performance boards are currently limited to "out-of-the-box" metrics and do not support custom-calculated fields or external data points. Fixed Timeframes: Lack of a quick filter to switch between Daily, Weekly, and Monthly views. Lack of Inclusion/Exclusion Logic: No way to dynamically filter the leaderboard based on performance thresholds or to easily exclude specific groups (like "New Hire Nesting"). Business impact of limitation or missing feature Data Fragmentation: Because we can't see custom metrics in the WFM board, agents and leads have to "toggle-hop" between different windows, leading to a loss of focus and reduced "source of truth" status for Zendesk WFM. Agent Morale: New agents risk exposed or "called out" when their high AHTs appear on a leaderboard next to veterans, which can negatively impact retention during the onboarding phase. Coaching Efficiency: Managers spend significant time manually filtering data or explaining "outlier" data to the team instead of coaching to the numbers. Other necessary information or resourcesIdeally, the Custom Metric feature would allow us to use a formula builder similar to Zendesk Explore to create unique KPIs that can be displayed alongside standard WFM data.

1
Emily31
Forum|Forum|17 days ago
杉
杉田

Request to Enable Navigation to Relevant Headings Within ArticlesIdea Submitted

In the article displayed when the AI agent responds via the web widget, I believe that clicking “View article” takes the user to the beginning of the related article. I would like this behavior to be improved so that it can navigate not only to the top of the article but also directly to the relevant heading within the article.

1
Emily31
Forum|Forum|17 days ago
Jesse12
Jesse12

Feature request - Add Inline Code as an option in the new knowledge editorIdea Submitted

I reported this issue to support who advised to raise this as a feature request. The new knowledge editor used to have the option of "CODE" within the "T" formatting selector. Having this within the editor provides a useful tool to our writers who may not remember to use shortcut keys or edit the source code to format text as inline code. We recently noticed this option has been removed. As shown in this article https://support.zendesk.com/hc/en-us/articles/7595840358042-Transitioning-to-the-new-article-editor, under the "Enhanced article editing tools" section which shows the T option as having formatting tools. Please include the incline code option in the "T" format option of the new editor.

1
Emily31
Forum|Forum|17 days ago
perry11
perry11

Sorting by RequesterIdea Submitted

I used to be able to sort a list of tickets by Requester. Now I can't. Could you please reinstate this sort functionality? 

1
Emily31
Forum|Forum|17 days ago
L
Laura17

Hide IP Address in SupportIdea Submitted

Feature Request SummaryPlease provide the ability to hide the requester's IP address and/or region in the Support product.Use CaseI understand that collecting the IP address is required, but I do not understand why this needs to be shown to the agents.  To help protect the requesters PII, we should be able to limit who has access to this information.Product limitation or missing featureAbility to prevent the agents from seeing the requesters IP address.Business impact of limitation or missing featureI cannot currently limit this access.Other necessary information or resourcesI would like to have a setting in Admin to hide the IP address and / or Location in the event log metadata footer.

2
C
Forum|Forum|17 days ago
P
Patrick27

Feature Request: Multi‑Language Callback Confirmation in Zendesk TalkIdea Submitted

Zendesk Talk callback confirmations are currently limited to one static language per phone line. In multilingual environments where a single phone line serves callers in multiple languages, the callback confirmation message cannot be presented in the caller’s selected language.Even when callers explicitly choose a language via IVR, the callback confirmation language is still determined solely by the phone line, not the caller’s selection or session context.Business ImpactThis limitation creates a customer experience gap in multilingual regions, where: Callers clearly select their language in the IVR But receive a callback confirmation in a different language Leading to confusion, repeat calls, and reduced trust in the callback feature As a result, teams are forced to either: Accept a degraded callback experience, or Disable callbacks entirely, or Add operational overhead by splitting traffic across language‑specific phone numbers Example Use Case A caller selects Spanish in the IVR They choose to request a callback The system confirmation plays in English because the phone line is configured for English The caller is unsure whether the callback was successfully scheduled This occurs even though Zendesk already captured an explicit language preference earlier in the call flow.Requested EnhancementSupport language‑aware callback confirmations, such as:Option A (Preferred):Allow callback confirmation language to be determined by the caller’s IVR language selection or session contextOption B:Allow multiple callback confirmation greetings per phone line, selectable via IVR routingOption C:Allow custom audio upload for callback confirmations, similar to other Talk greetingsAny of these options would allow organizations to deliver a consistent, localized callback experience without duplicating phone lines.Why This Matters Multilingual support is a core Zendesk strength across Support, Guide, and Messaging Callback confirmations are one of the last Talk experiences that cannot be localized This disproportionately impacts regulated or bilingual markets where language accuracy is not optional

2
Rohan11
Forum|Forum|17 days ago
G
Georgi11

Product Feedback: Digital Lines Feature Limitations and Proposed EnhancementsIdea Submitted

Hello, Following guidance received from Zendesk Support, we would like to formally request several enhancements to improve the functionality and flexibility of Digital Lines.1. Integration with Third‑Party BotsCurrent limitation: Digital Lines cannot be connected to third‑party conversational AI platforms.Request: Enable an integration mechanism (API, webhook, or connector) allowing Digital Line interactions to be routed through external bot platforms before reaching agents.2. External Triggering and ConfigurabilityCurrent limitation: Digital Lines cannot be initiated via external widgets or by passing a line_id.Request: Provide configuration options to trigger Digital Line calls programmatically through external scripts, widgets, or APIs.3. Independent Placement of the Call ButtonCurrent limitation: The Digital Line button can only be used within the Zendesk Web Widget.Request: Allow the call button to be deployed as a standalone component that can be positioned anywhere on a website.4. User Identification for Authenticated VisitorsCurrent limitation: All calls appear as “Caller Unknown,” even for authenticated users.Request: Allow authenticated session data (email, external_id, user_id, JWT) to pass through to Digital Line calls to improve agent context and reporting accuracy. We believe these enhancements would significantly improve Digital Lines’ usability, integration capability, and overall customer experience.

2
Rohan11
Forum|Forum|17 days ago
D
David22

The "No, I still need help" button should notify the Assignee when the requester clicks itIdea Submitted

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)Recently, Zendesk updated AI Agents - Essential for email/web form to add a "Did this resolve your issue"?" prompt to the AI Agent's autoreply. If the requester clicks the “No, I still need help” button in response to this prompt, ZD sets a tag on the ticket and adds an internal note to the ticket stream but does not notify the Assignee that this happened. This behavior needs to be corrected.What problem do you see this solving? (1-2 sentences) Before this new capability was added, the requester would reply to the AI Agent's autoreply with some form of “I still need help”, which would cause the Notify assignee of comment update trigger to fire, instructing the assignee to follow up with the requester. The “No, I still need help” button is simply a shortcut for the requester replying to the email. Yet the assignee isn't notified. The requester thinks that their ticket will get attention based on the button click, but the assignee has no idea that the button was clicked. This is fundamentally flawed, especially since the button click causes an internal note to be added to the ticket stream without activating the Ticket > Comment / Is / Present (public or private) trigger condition.When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)In most cases, there won't be an assignee for a ticket with an AI Agent autoreply. We've implemented an SOP to “defer” tickets with AI Agent autoreplies, after confirming that the autoreply is on point and not something that requires manual Agent involvement. This SOP has appropriate triggers to notify our Agents if the requester replies and I adjusted those for the button click instead of an emailed reply when this feature was introduced. But in a couple of instances, one of our Agents took the ticket rather than deferring it, and they received no notification when the requester clicked No, I still need help, as I assumed the Notify assignee of comment update trigger would take care of that. When we discovered that this wasn't happening, I submitted a ticket on this, because it's clearly a bug. Unfortunately, yet again Zendesk has decided that something that's clearly a bug is actually working as intended, and so I have to submit an enhancement request to ask you to fix the bug.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)I built a secondary trigger that checks for the ar_marked_unhelpful tag being set and use that to send a notification to the assignee if there is one. Unfortunately, because of the way tag conditions work in triggers (testing only for presence, not for the tag being set), I also had to clutter up the ticket tags by adding a “blocker” tag to keep the notification from being sent after every update once the requester has clicked that button.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)The Notify assignee of comment update trigger should properly fire based on the internal note that's added to the message stream when the requester clicks “No, I still need help”.

0
D
Forum|Forum|17 days ago
S
Stephen30

Restore Previous Calibration DashboardUnder Review

There was a recent Zendesk QA Calibration Dashboard update made at the end of January that removes the visibility and readability that the previous dashboard provided. Having the side-by-side comparison grid proved to be invaluable to my team. The update was mentioned in a post here but further details were never delivered, as promised, and therefore the update was launched without mention of what would be changing. I understand the desire to make the dashboards look similar, but at this point, it just muddies the waters on what we are actually trying to compare. At this point, I have to export the data myself and manipulate it to get meaningful results from the new Calibration Dashboard. Please revert it back to the simple color-coded grid of before.

4
R
Forum|Forum|17 days ago
danielle.rodriguez
danielle.rodriguez

Including {{ticket.description}} placeholder in triggerAccepted

Our team has received numerous customer complaints that the acknowledgement emails they receive via trigger do not contain any identifying information.  If they submit say, 5 tickets in a row, they do not know which ticket number pertains to which request. We tried adding the {{ticket.description}} placeholder to our trigger, as this would alleviate the issue.  However, it was confirmed by Zendesk that this won't work as it is blocked when sending to the requester and CCs.  The reason being issues with Spam when include the ticket description, which seems to be a very odd reasoning when spam could affect any and all tickets whether or not this placeholder is used. Zendesk seems to have pretty involved Spam filters already, so I'd hope there will be able way to update and allow this placeholder in the future.

13
Ilaria11
Forum|Forum|17 days ago
C
Caroline12

Kanban view option for ticketAccepted

I think it would be really helpful if Zendesk allow us to view ticket in Kanban. I think it's a pretty basic thing for a ticketing system. It will make our agent see their task more easily in 1 view, instead of multiple view with different filtering

6
Growthdot
Forum|Forum|17 days ago

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