Product ideas | Community
Skip to main content

Featured Topics

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)

Filter by idea status

Filter by product

8849 Ideas

Ben15
Ben15

FEATURE REQUEST: Adding the attachments from a ticket to a Side Conversation via TriggerUnder Review

We have a use case where we need to be able to use a trigger to create a side conversation that not only has the boiler plate text we want (which is already easy and possible) but contains the original email's attachments that were sent with the email that came in through the email channel to create the ticket.  We have another group of people who are not Zendesk users who for certain tickets, need to have notification sent to them with the original email's PDF so they can do OCR on it (this is for invoices).   Looking for a Roadmap possibility of adding a way to have a trigger add attachments to the side conversation a trigger can generate.

3
Zach22
Forum|Forum|18 days ago
M
Michael52

Provide a way to add deep or permanent links to specific comments in a TicketAccepted

At our company we're really missing the functionality to directly link to a specific comment in a ticket.   We use solely Zendesk for communication with our customers. While working on complex issues a ticket can easily see 20-30 replies. When pulling in other people throughout our company using GitHub issues we link to the Zendesk ticket for reference, but we can't link directly to the relevant comment. This becomes a time-wasting nuisance for people who have to read through the entire ticket until they reach the part that's relevant for them. It would be great if Zendesk could create linkable elements within a Ticket that allows people to jump to it directly.   A few examples that illustrate directly linkable responses/comments/post from around the internet:    * http://stackoverflow.com/a/27860061/183622  * https://groups.google.com/d/msg/golang-nuts/yGGEeqJvG0M/9s6HEnnDAQAJ  * https://twitter.com/terrorobe/status/785483868879122433

39
E
Forum|Forum|18 days ago
M
Molly14

Support llms.txt files for Zendesk knowledge basesIdea Submitted

As users increasingly use AI Agents like ChatGPT or Claude to troubleshoot, Zendesk-hosted help centers have two accessibility problems: Direct fetch is blocked - when an agent tries to access a help center URL, Zendesk's Cloudflare configuration returns a 403. The agent never sees the content. Web search returns stale content - when agents fall back to web search, they get whatever was last indexed. If a topic recently changed in our knowledge base, the agent may end up returning inaccurate, out-of-date answers from the stale search cache. Zendesk should introduce an admin setting to host a `/llms.txt` file at the root of the help center domain. Publishing an llms.txt file would give AI agents a structured index of help center content optimized for LLM consumption. Ideally, Zendesk would also consider allowing verified AI crawlers through Cloudflare for help center content, since this is public documentation intended to be found. At a minimum, it'd be nice if we could add instructions to the llms.txt for agents to direct them to an agent-accessible source of help content.

2
Lauren35
Forum|Forum|18 days ago
M
Michael24

Feature Request: Reporting on Article Labels in ExploreParked

As a team relying heavily on article labels for content management in Zendesk Guide™, we'd like the ability to report on article labels in Zendesk Explore™.

31
B
Forum|Forum|18 days ago
Vancouver
Vancouver

Regarding the AI translations for ticket conversationsIdea Submitted

Hello Team,I have been a part of the EAP testing of the AI translations and feel that I had provided sufficient and detailed feedback during testing in my sandbox.I just saw the announcement that GA has begun yesterday and is expected to finish next month, which is very exciting and made me go back to the feature to see how polished it has gotten.Unfortunately in the 5 months since I shared the feedback, not much seems to have improved and my excitement suddenly turned into wonder why it is being rolled out in its current state. Previously I had flagged the following issues:- If the Translator tool was turned off, there was no indication at all that a message was translated. This was fixed and you now have the “Show original” and “Show translation” messages displayed at all times, even if the Translator is turned off. The issue is that there is still no indication in the “Events” tab that a translator was used. Since the “Events” tab is basically an Audit Log for the main tab, it should be expected that Translations will be mentioned there as well.- No option to Translate proactive messages - the new translations work only if you have the ability to turn on the Translator tool. This feature is not available on proactive tickets, meaning that the tool cannot be used until we receive a response from the customer. This button you also mention in the article "To preview a translated message before sending, click the Translate button in the ticket composer." is not available.- Text formatting and spacing breaks - you can see in my original email, each paragraph has single row spacing, but the translated version has double row spacing. The doble row spacing is also seen in the end user's mail.:- Translations in Zendesk QA: I had requested a way to check if the email was translated in Zendesk QA, so that the QA agent knows if you sent a translated version (as one should in foreign language tickets), or not. Without this function, QA agents have to do extra steps by opening the ticket in Support.Thank you for the time and I hope these requests are fulfilled as soon as possible as they should be part of the feature as soon as it is GA.

1
Dan30
Forum|Forum|18 days ago
Nicole13
Nicole13

Ansicht im Ticketsupport geändertIdea Submitted

Hallo Zusammen, leider hat sich meine Ansicht bei der Ticketbearbeitung geändert.Obwohl ich die gleiche Berechtigung habe wie Ben Pfitzner sieht er in seiner Ansicht die Absender E-Mailadresse ich sehe aber nur noch die Shopify App und die Review App (siehe erste Grafik.Bei meinem Kollegen wird die E-Mailadresse angezeigt, welche ich leider weiterhin benötige.Desweiteren sehe ich den Verlauf des Tickets nicht mehr, ob der Anfragenden bereits schonmal eine Antwort von mir erhalten hat etc.Wie und wo wurde das geändert? Danke für die rasche Rückmeldung  

1
Dan30
Forum|Forum|18 days ago
Roxanne11
Roxanne11

Articles sometimes don't allow saving "Idea Submitted

Upon trying to save an article we've just edited, we're sometimes getting this message, as if we're x'ing out of the page without trying to save: “Leave site? Changes you made may not be saved.” There's the option to Leave or Cancel. If you click Leave, the changes aren't saved. If you click Cancel, the box just pops up again.   A couple of us first started seeing this about a month ago. Another person on my team had seen it months earlier than that.  We've had to redo changes on many occasions. The only “workaround” is to copy the changes we just made (the whole article's HTML if the changes are widespread) so if it happens, we can get them back without starting from scratch. 

1
Dan30
Forum|Forum|18 days ago
D
Denis11

Guide - Creating TemplatesIdea Submitted

Hello,  I would like to be able to create Article Templates in Guide or to Clone Articles.The goal will be to uniformize our contents. More or less like Content Bloc, I would like to have a category hosting several Templates , and editors has to choose a template before going. I would like also to be able to changes/ Look for some words or key words in all articles and be able simply to modify them.For Example, the name of my product changed, and now I have to update all article one by one..  Thanks

3
Delyn
Forum|Forum|18 days ago
M
Michael51

Out Of Office Notifications Recorded In TicketAccepted

I inquired about the following and was advised by support to submit product feedback for enhancement consideration. Is there a way for out of office email responses (auto-replies) to be recorded within a Zendesk ticket as a comment? The Out of Office app requires agents to set themselves as out of office within Zendesk which doesn't work for us. We simply want to capture the out of office auto-reply email (Gmail) within the ticket so that the agent who sent it can be notified in the ticket instead of monitoring email separately and assign it to someone else. Support felt there that there would be value in a feature to keep agents in the loop of Out of Office notifications sent through external email.

39
D
Forum|Forum|18 days ago
K
Kévin12

Feature Request: Preserve HTML formatting for comment placeholders in webhooksIdea Submitted

 Hi Zendesk team, Zendesk already provides HTML comment placeholders like {{ticket.latest_public_comment_html}} and {{ticket.latest_comment_html}} that return properly rendered HTML when used in email notifications. However, as documented, when these same placeholders are sent to a URL target or webhook, unformatted text is used instead of HTML. This is a significant limitation for third-party integrations. In our case, we sync Zendesk ticket comments to Freshservice. Agent signatures contain rich content (bold text, images, links, horizontal rules) that renders correctly in HTML. But when sent through a webhook, the HTML placeholders are stripped down to plain text, leaving raw Markdown syntax like ![Logo](https://...), **, and --- visible in the receiving system.The irony is that the data already exists in the right format — the Ticket Comments API returns a perfectly rendered html_body field. But since webhooks don't preserve the HTML formatting of these placeholders, we're forced to set up an external middleware (Power Automate, Lambda, etc.) that:1. Receives the webhook with just the ticket ID2. Makes an extra API call back to Zendesk to fetch the comment's html_body3. Forwards the HTML to the third-party systemThis adds unnecessary complexity, latency, and an additional API call per comment — to retrieve data that Zendesk already has and already renders correctly for email notifications. Proposed solution:Allow HTML comment placeholders ({{ticket.latest_public_comment_html}}, {{ticket.latest_comment_html}}, etc.) to retain their HTML formatting when used in webhook payloads, rather than converting them to plain text. This could be an opt-in setting per webhook, or a new set of dedicated placeholders for webhook use.This would greatly simplify integrations with third-party ITSM tools (Freshservice, ServiceNow, Jira Service Management) and reduce unnecessary API overhead. Thank you for considering this!

1
Marcin15
Forum|Forum|18 days ago
Atanas
Atanas

Product Feedback: Show customer’s device information in E-mail and Web Form channelsIdea Submitted

Hello, Currently, customer device information is only surfaced for live chat and messaging conversations. We would greatly appreciate this capability being extended to Email and Web Form channels as well, in order to unify the support experience and improve operational efficiency across all ticket types. We handle a number of sensitive, high-priority projects where having immediate access to a customer's device details is essential to delivering fast and accurate support. Without it, agents are required to manually request this information from customers, which prolongs the conversation, introduces unnecessary back-and-forth, and diverts focus away from the critical issue at hand. This gap affects our team on a daily basis and has a direct impact on resolution times and overall customer satisfaction. Extending device information visibility to Email and Web Form channels would streamline our workflows, reduce friction, and allow agents to focus on resolving cases efficiently from the very first interaction. Our ideal outcome would be for device information to be automatically captured and displayed within the customer context for Email and Web Form channels, consistent with how it currently appears in live chat and messaging.

1
Marcin15
Forum|Forum|18 days ago
박
박

Detecting Changes in Requester’s Email Subject Line in Zendesk SupportIdea Submitted

Hello Zendesk Community,I’m encountering a challenge with our inbound email workflow and would welcome your advice: Current Workflow All customer emails are forwarded into Zendesk via our mail server alias. Zendesk threads replies based on Message‑ID and References/In‑Reply‑To headers, so even if a requester edits the subject line, their reply attaches to the original ticket. Problem We need to know when a requester actually changes the email subject (for example, to introduce a new topic), but Zendesk does not update the ticket’s subject field in that case. Without detecting that header change, agents cannot easily see that the customer meant to start a new conversation—this leads to confusion and delayed follow‑up. Looking For Best practices or existing apps that can parse the incoming email’s Subject header (before Zendesk threading) and flag or warn agents when it differs from the stored ticket.subject. Any sample workflows, triggers, or API‑based solutions that reliably surface “subject‑only” edits as a distinct event or internal note. Thank you in advance for your insights and recommendations!

6
Benjamin24
Forum|Forum|18 days ago
Karan14
Karan14

Share Your Feedback on the New Jira Integration!Accepted

Hi Everyone,We’ve launched a new Jira integration for Zendesk Support, designed to give you more flexibility, better performance, and a smoother workflow between Zendesk and Jira. Learn more about what’s changed. If you’ve started using the new integration, we’d love to hear from you! What’s working well so far? Is there anything that could be improved? Any features you’re excited about or would like to see added? Your feedback is important and helps us make the integration better for everyone.  Please post a comment to this thread with your thoughts, suggestions, or questions. We look forward to hearing about your experience! 

18
N
Forum|Forum|19 days ago
Vancouver
Vancouver

Unified Navigation EAPIdea Submitted

Please allow the option for custom Branding in the Unified Navigation feature. At its current state, it is very dull and everything is gray and blending, icons look like they are simply floating in space, there is no contrast or visually pleasing accents. I am sharing comparisons between my current setup and the Unified Navigation EAP in the Sandbox:Support:                Admin Center (collapsed menus, no context on menus unless you hover) :                      Quality Assurance (the worst look in my opinion):             WFM (same collapsed menus as Admin Center):Analytics: Separating the products in this post makes it easier to compare, but if you only have the Unified Navigation activated and navigate through the products, you can actually get lost and not know which product you are currently in for a few seconds. I understand the need and concept of unifying the system UI, but this feels a bit too much and there is nothing distinct between the products and removing the branding coloring and only using 2 shades of gray and white is an odd choice.My main request is to please add some colour choices.Thank you

0
Vancouver
Forum|Forum|19 days ago
Yerlan
Yerlan

Need for Categorization and Search in Service CatalogIdea Submitted

We use Zendesk to manage a large internal service catalog with dozens of request types across multiple departments and have implemented a customized Copenhagen theme for our Help Center. As the number of forms grows (~80+), it becomes increasingly difficult for both agents and end users to navigate and find the correct request form. Currently, there is no sufficient categorization or search functionality in the service catalog, even with theme customization.This leads to users selecting incorrect forms, which results in misrouted tickets, additional manual work for agents, and delays in request processing. It also reduces the effectiveness of structured workflows and automation.This issue occurs daily, especially for new users or employees who are not familiar with the system. They often struggle to locate the correct request type and either submit incorrect requests or contact support directly, increasing the workload on the service desk. Over time, this negatively impacts user experience and operational efficiency.As a workaround, we provide internal instructions and training, and agents manually redirect or correct tickets. While the customized Copenhagen theme allows some UI improvements, it does not fully solve the lack of native categorization and search capabilities. This approach is not scalable and consumes significant time.Ideally, the service catalog should support clear categorization (e.g., by department, service type, or user role) and include a robust search function that allows users to quickly find the correct request form. This would significantly improve usability, reduce errors, and enhance overall service delivery.

0
Yerlan
Forum|Forum|19 days ago
Yerlan
Yerlan

Limited Access to Custom Ticket Forms in Agent WorkspaceIdea Submitted

We use Zendesk as an internal ITSM platform and have configured a large number of custom ticket forms (~80) to support different service request types across IT departments. However, when agents create tickets from the “support” workspace, they are only able to select default forms such as “Generic Request” and “Incident,” which affects service desk agents who frequently create tickets on behalf of users. This creates a major issue where agents cannot select the correct form, leading to incorrect classification, missing required fields, and broken workflows. As a result, data quality decreases and automation, reporting, and SLA tracking become unreliable. This problem occurs on a daily basis. Many requests come via phone calls or in-person interactions, and agents are required to log tickets manually. Since the correct forms are not available, they either choose incorrect ones or bypass structured data entirely. Over time, this creates inconsistencies in reporting and makes it harder to manage service categories effectively. As a workaround, agents sometimes use the end-user interface to access the correct forms or manually adjust fields after creating the ticket. Both approaches are inefficient and increase the risk of human error. Ideally, agents should have full access to all configured ticket forms directly within the agent workspace, with the ability to search and easily select the appropriate form even when a large number of forms is in use. 

0
Yerlan
Forum|Forum|19 days ago
Gabriela11
Gabriela11

Allow Editing of Custom CSAT Link Expiration PeriodIdea Submitted

Hello Zendesk Community,We are writing to request a crucial feature for better management of our CSAT metrics and internal reporting: the ability to customize the expiration date of the custom CSAT survey link.We appreciate that the expiration period was recently extended to 28 days. However, having this long, fixed period without the option to set our own timeframe is significantly disrupting our internal controls and reporting cycles.  🎯 The Request:We urgently request that Zendesk allow customers to edit and configure the number of days the custom CSAT link remains active after the ticket is solved/closed. 📉 Why the 28-Day Period is Problematic:A 28-day validity period drastically alters our feedback collection and reporting alignment: Reporting Distortion: Our reporting cycles (e.g., weekly, monthly) are much shorter. Responses coming in up to 28 days later skew the metrics for the period when the service interaction actually occurred, making it harder to link performance directly to agent action. Relevance: Feedback is most valuable immediately after service. Extended periods dilute the relevance and accuracy of the customer’s memory of the interaction. Operational Alignment: We need the flexibility to align the CSAT eligibility window with our internal definition of a closed cycle, which is often much shorter than four weeks. In summary, we need to choose the expiration period (e.g., 7 days, 14 days) to ensure our CSAT data is timely, accurate, and aligned with our internal business metrics.Thank you for considering this critical functionality.

2
I
Forum|Forum|19 days ago
B
Bill12

Ability to determine what reports custom attributes and metrics are included inAccepted

I find it very difficult to manage custom attributes and/or metrics. I would love to determine what custom work is being used on which reports so I know: 1) Is it safe to delete it?  2) If I edit it what reports will be effected. Having a page listing all custom attributes and metrics with a list of reports they being used on would great benefit the task of cleaning up unused custom work.

3
C
Forum|Forum|19 days ago
S
sanoAdmin

Enhanced Filtering in Zendesk Explore Using User SegmentsUnder Review

We would like to request an enhancement to Zendesk Explore’s filtering capabilities to allow for more refined filtering based on User Segments, allowing the usage of Organization, tags, and/or email domain.Use Case:In our workflow, we categorize our end-users into Organizations and further differentiate them using User Segments. This segmentation helps us deliver targeted support and understand the needs of distinct customer groups.However, when building reports in Zendesk Explore, we’re currently limited in how we can filter end-user data. Specifically, we’re unable to include or exclude users based on these User Segment attributes. This limitation restricts our ability to generate precise and actionable insights for specific groups of users.Proposed Solution:We request that Zendesk Explore incorporate the ability to:- Allow inclusion or exclusion of specific User Segments as filter criteria in dashboards and queries.Impact:Enhanced filtering would allow teams to:- Tailor reports and dashboards for specific client groups or internal stakeholders.- Analyze support trends by user type or organization.- Improve decision-making by generating more focused and relevant insights.This would provide significantly more flexibility in reporting and better alignment with how Zendesk is used to segment and manage our customer base.

2
Margarida
Forum|Forum|19 days ago
A
Adrian12

Minimum and maximum character limit (conditional) for custom fieldsParked

Hi, I would like to see a conditional minimum and maximum character limit for custom fields, e.g. we have a field which can be filled in by an end user, we call it 'Complaint Detail', I would like to add conditions to this to ensure someone write a minimum of 100 characters, maximum 1000. We need data entry to be accurate on forms but at the moment the system allows anything to satisfy a mandatory field, we either get one-word entries such as 'problem', or someone writes an essay. This mostly applies to multi-line fields but could apply to all. The conditional setting needs to be native and shouldn't be difficult to implement. Hope this makes sense?

5
V
Forum|Forum|19 days ago
Tarek11
Tarek11

ZD Support - test community post -Tarek HIdea Submitted

This is created a test

0
Tarek11
Forum|Forum|19 days ago
D
David22

Allow both AI Agent and fallback messages to be customized in "Notify by>Autoreply using generative AI" trigger actionIdea 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)The new “Notify by>Autoreply using generative AI” trigger action (added with AI Agents for email/webform) only allows the fallback response to be customized. The normal response should be customizable as well as the fallback response.What problem do you see this solving? (1-2 sentences) With the existing “autoreplies with answers” trigger action, I can customize the response to include appropriate boilerplate above the suggested articles, which are inserted via the “autoreply.article_list” substitution. I want to be able to include the same boilerplate for GenAI replies with the new trigger action.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)This is the default behavior of the new “AI Agents for email/webform” capability, and not being able to implement the necessary boilerplate is blocking our implementing this new capability.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)I am trying to implement Instructions for the AI Agent to include the necessary boilerplate, which currently isn't working (I have a ticket open for that). But frankly, doing this via Instructions is a hack. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)The “Notify by>Autoreply using generative AI” trigger action should allow both the normal and fallback responses to be customized, inserting the GenAI content into the template via an appropriate subsitution, as is done for “autoreplies with articles”.

6
Nina22
Forum|Forum|22 days ago
S
Simon12

Brand-Specific Time Zone Settings in ZendeskIdea Submitted

Hey Team,  I’d like to request a feature for better time zone management in Zendesk. Currently, the account uses a single global time zone for all brands. While schedules allow different time zones for business hours and SLAs, there’s no option to set a time zone per brand. For Zendesk Clients with multiple brands across regions like Australia, North America, and Europe, this causes issues: • Ticket timestamps always show in the account time zone• Automations and time-based rules use the account time zone• Brand-specific reports are harder to interpret across regions Allowing a time zone per brand would: • Provide clearer ticket timelines for regional teams• Enable accurate automation timing per brand• Improve reporting and analytics by brand• Better support globally distributed teams Each brand could set its own time zone, similar to how schedules handle regional zones.

1
Marcin15
Forum|Forum|23 days ago
Paul30
Paul30

Auto Assist: "Why did you do that?" — Reasoning Transparency for Procedure TestingIdea Submitted

Overview                                                                                                              A request for greater reasoning transparency in Auto Assist (Co-pilot) for procedure designers and QA testers.        Currently, the "Why this suggestion was generated" tooltip explains what the AI decided, but not the full reasoning chain behind it. This affects anyone building, testing, or maintaining Auto Assist procedures. Problem StatementWhen the AI deviates from expected procedure steps, there is no way to query which specific element — a tag, a phrase, a piece of ticket context — caused the deviation. Diagnosis requires repeated (and often brutal) trial-and-error testing. Business ImpactDuring a recent beta procedure rollout, diagnosing an issue where the AI was conflating a shipping tag with warranty eligibility required 6+ hours of testing across 30+ test tickets. Each diagnosis required creating a new ticket, reproducing the exact conditions, and reverse-engineering the AI's decision from the tooltip summary. A transparency tool would have surfaced the root cause in minutes. Current WorkaroundsRelying on the "Why this suggestion was generated" tooltip, which provides a useful but high-level summary. It does not break down how individual tags, procedure conditions, or cross-procedure context contributed to the decision. Ideal SolutionAn interactive reasoning interface where admins can ask natural language questions about a suggestion — e.g. "Why did you skip Step 4?" or "How did this tag affect your decision?" — returning a step-by-step breakdown of the AI's decision logic for that specific suggestion.

1
Marcin15
Forum|Forum|23 days ago
C
Chris11

Visual indicator for bot conversations in Interaction HistoryIdea Submitted

Problem When viewing a customer's Interaction History, all conversations are displayed identically - there is no way to distinguish bot-handled conversations from human-agent conversations at a glance. Agents are forced to open each conversation individually just to check whether it involved a bot, which is inefficient and adds unnecessary friction to the workflow. Proposed Solution Add a visual indicator to bot conversations in the Interaction History list. This could take the form of: A label (e.g. "Bot" tag) A distinct icon next to the conversation entry A color-coded indicator Expected Benefit Agents would be able to instantly identify bot interactions without opening them, reducing unnecessary clicks and improving overall efficiency when handling tickets with multiple prior conversations. Use Case An agent opens a ticket and sees 5 recent conversations in the Interaction History panel. Currently, they must click each one to find the relevant human-handled interaction. With this feature, bot conversations would be immediately recognizable, allowing the agent to focus only on what matters.     

1
Marcin15
Forum|Forum|23 days ago

Filter by product

  • All products
  • Accessibility
  • Action Builder
  • Admin Center
  • App Builder
  • Community forums (Gather)
  • Chat and messaging (Chat)
  • Developer Platform
  • Employee Service
  • Knowledge
  • Mobile apps
  • Platform: Apps & integrations
  • Reporting and analytics (Explore)
  • Sales CRM (Sell)
  • Ticketing system (Support)
  • Voice (Talk)
  • Zendesk AI & automation
  • Zendesk QA
  • Zendesk WFM
  • Product Translation
Terms & ConditionsCookie settingsAccessibility statement