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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

Josef13
Josef13

Group routingIdea Submitted

Post Title:  Single group routing  Feature Request Summary:  Allowing agents to be part of multiple groups for ticket purposes but only one group for voice purposes. Description/Use Cases:  If an agent is part of "sales", "internal support" and "contact centre" can I keep them in all of these groups but only have calls from "internal support" routed to them?  Business impact of limitation or missing feature: This is a part of the supervisors role and they need to be available for tickets in all groups to handle them and for the tickets to then be assigned back to them. However we do not want them to recieve calls throughb any group apart from internal support.  Other necessary information or resources:

13
Marcin15
Forum|Forum|23 days ago
Atanas
Atanas

Product Feedback: Trigger conditions to allow Zendesk Admins to understand if end-user connected to the ticket has email address and/or phone number on their profileIdea Submitted

Hello Team,  We would like to submit a feature request for expanded Trigger Conditions that evaluate whether an end-user has an email address or phone number associated with their Zendesk profile and ticket. We are requesting the ability to use native trigger conditions to detect the presence or absence of contact information (email address and/or phone number) on an end-user's profile, and execute actions based on that data - specifically, sending an SMS notification containing the ticket ID to callers who do not have an email address on file. This is a critical operational requirement. We have active contractual SLAs that mandate this specific workflow, and the absence of this functionality directly impacts our ability to meet those obligations. We are seeking a fully native Zendesk solution. Workarounds or third-party integrations are not viable options. We appreciate your attention to this request and ask that it be prioritized accordingly. We would welcome any updates on the feasibility or roadmap timeline for this feature. Thank you for your time and consideration.

1
Marcin15
Forum|Forum|23 days ago
C
Chris11

Show ticket/conversation status (Open / Solved) in the end-user conversation list – Messaging SDK (iOS & Android)Idea Submitted

Current behavior: In the Zendesk Messaging SDK (iOS & Android), the end-user conversation list shows all conversations without any indication of their current status. Users cannot distinguish between active (Open/Pending) and resolved (Solved) conversations.  Expected behavior: We'd like end users to see the status of each conversation in the conversation list, either via: A visible label or badge (e.g. "Open", "Solved", "In progress") Or at minimum, a distinct visual indicator (color, icon) for solved conversations Business impact: End users unaware their case is already handled open duplicate conversations on the same topic This creates unnecessary agent workload for merging tickets With multi-conversations enabled the lack of status visibility is more impactful than ever. Users managing multiple threads have no way to know which ones are still active.Upvote if your team faces the same issue :) 

0
C
Forum|Forum|23 days ago
Gabriela11
Gabriela11

Feature Request: Add Reporting & TTR Metrics for Side Conversations (Email/Slack)Accepted

Hi Team,I would like to request a new feature to add advanced reporting capabilities for Side Conversations.The Problem: While the Side Conversation feature (via email and Slack) is essential to our workflow, we currently have no way to measure its usage or efficiency.Proposed Solution: We need a way to quantify and track these interactions. Specifically, we would need: Count of Side Conversations per Ticket: A metric that shows how many side conversations are initiated on each ticket. Individual TTR for Side Conversations: The ability to track the Time to Resolution (TTR) for each side conversation individually, separate from the main ticket's TTR. Use Case (Why this is important): This data would be crucial for us. It would allow us to understand the true complexity of our tickets, identify bottlenecks (e.g., waiting on other teams), and track the performance of internal departments or external partners we contact via side conversations.Thank you for considering this enhancement!

5
Siddhi
Forum|Forum|23 days ago
Andrei11
Andrei11

The "Internal Note" and "Autoreply" trigger actions in Zendesk do not allow to post multiple notes or replies.Accepted

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)It would be nice to have the ability to post multiple internal or public notes using the native Zendesk functionality described in the following article:https://support.zendesk.com/hc/en-us/articles/6191477770906-Automatically-adding-comments-and-notes-to-tickets-using-triggersCurrently, only the first internal note can be posted when multiple triggers are invoked.This issue affects both admins and agents. What problem do you see this solving? (1-2 sentences) This behavior is counterintuitive and limits the capabilities of the feature, forcing a switch to the API to avoid these kinds of conflicts.It is preferable to post notes using "Ticket > Internal Note" because it provides a rich text editor. In contrast, the API requires raw HTML to be used. 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 problem most recently occurred this week when we switched from posting notes via the API to using the publicly released "Ticket > Internal Note" functionality:https://support.zendesk.com/hc/en-us/articles/8763325557018-Announcing-the-general-availability-of-autoreply-and-internal-note-actions-in-ticket-triggers.Although two separate triggers were meant to post internal notes, only one note was successfully posted. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)The possible workarounds are as follows: Posting notes via the API. Limiting the number of notes to one across all triggers.  What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)The ideal solution would be the ability to post all specified internal notes or public comments defined in trigger actions without limitations.

9
D
Forum|Forum|23 days ago
S
Stephen14

Allow custom views or filters for Suspended Tickets by suspension reasonIdea Submitted

Would it be possible for Zendesk allowed administrators to create custom views or filters for suspended tickets based on the suspension reason. Currently, the Suspended Tickets view shows all suspended tickets together, regardless of why they were suspended. This includes spam, automated replies, bounced emails, and other system-generated messages. There is no way to filter or create a view for specific suspension reasons. You can sort but that isn't always that helpful. With Zendesk’s newer email verification requirements, this limitation will become more noticeable operationally. When a request is submitted from the Help Center by a user who is not signed in, the ticket is placed into suspended status until the user verifies their email. These tickets can represent legitimate support requests that simply require verification before opening. However, because the suspended queue also contains large amounts of spam and automated messages, it is difficult to quickly identify these verification-related tickets. We also have a external support email that will get a decent amount of spam and/or auto replies that tend to clog up that view.  Being able to create a custom view that filters suspended tickets by suspension reason would allow teams to: Monitor verification-related submissions more effectively Troubleshoot situations where users believe they submitted a ticket but it has not yet opened Reduce time spent scanning the entire suspended queue This functionality would make the suspended ticket queue significantly more usable for operational monitoring and troubleshooting. Thanks! 

2
K
Forum|Forum|24 days ago
Calvin11
Calvin11

End call button is positioned in the same spot as "Finish wrap up"Idea Submitted

A new button appeared today after a call ends "Finish wrap up".  This is positioned in the same exact spot as the button to end a call.  If you are attempting to click end call while the person on the phone hangs up, the button instantly changes to “Finish wrap up” causing you to click “Finish wrap up” which ends your wrap up time instantly.  This is not great from a UX POV in my opinion, buttons/user clicks  should not change functionality while living in the same location.   An easy solution would be to position the finish wrap up button to the left of all the buttons that control the call (where it says recording, or to the left of that), so when the call ends the finish wrap up button populates and can be clicked, but not accidentally. This same issue occurs on the phone drop down, so it cannot be used as a workaround to avoid ending your wrap up time.    

5
Sherry11
Forum|Forum|24 days ago
Santino
Santino

Ability to create new tickets from a public-ticket replyIdea Submitted

Hi team - is there any feature on the product roadmap that will allow you to create a new ticket off of a public-reply from an existing ticket?  Use case: if you are working on a ticket and a customer raises an unrelated issue - being able to have an option to “Create new ticket from public reply” would be useful to easily transfer info/data into a new case  Being able to easily transfer attachments and files as part of this public reply, instead of manually saving + uploading all of the files into a new ticket  Similar to this feature that is already available in community re: you can create new Zendesk tickets from community posts, are there any plans or current features that can mimic this functionality for a public-reply on a ticket? Thank you. Example:Can this functionality please be replicated for Zendesk ticket comments or replies? 

8
S
Forum|Forum|24 days ago
Sam15
Sam15

Feature Request: Expand Help Center API to include Article VerificationAccepted

Feature Request Summary:  Help Center should have an API endpoint for Article Verification, or attributes within the existing Article endpoint for verification. Description/Use Cases:  Verification is a great concept but is rather limited in its implementation through Help Center. Exposing this process via API would allow for more robust 3rd-party tools to be built that could manage Article Verification more effectively. Business impact of limitation or missing feature: Our team uses outside tools, such as Google Sheets, to track verifications. It is cumbersome, but allows us to have the right controls in place for how verifications should flow for our team. Having the ability to do this right through Zendesk would allow us more flexibility to build tools to handle it. Otherwise, we'll keep outsourcing the work.

6
Herbert,
Forum|Forum|24 days ago
D
Danny11

"Create a View" IconIdea Submitted

Can the Create a View button be removed, or the icon changed from a plus symbol. Horrible UX having a new view button below the new ticket button which is also a plus symbol.

1
Marcin15
Forum|Forum|24 days ago
Bobby11
Bobby11

Ability to customize the text in messaging widget provacy policyIdea 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)We would like the ability to customize the text of the messaging widget's privacy policy textWhat problem do you see this solving? (1-2 sentences) We need a slightly more complex version with the ability to add multiple links, if possible. Having this be customizable entirely, including a simple text editor, like this page, would be fantastic. 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)n/aAre you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)Yes, we are adding in a second “disclamer” as a follow up message in flow builder. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Make the entire privacy notice section customizable with a simple text editiing tool. It's awesome but the verbiage should be able to be customized. 

1
Marcin15
Forum|Forum|24 days ago
Kristal11
Kristal11

Allow A Way To Tag/Auto Solve Voicemail Tickets Where No Voicemail Was Actually LeftIdea Submitted

As a Support agent, when a customer gets to the voicemail option and hangs up or doesn't speak, then I want that ticket to auto-solve to reduce manual time.  Tagging won't work because the only way to differentiate is that if a voicemail is actually left the transcript will have the word Customer. However, Zendesk doesn't ‘read’ internal system comments so it can't tag it for a trigger. This is a big issue during busy times. It creates a lot of noise and manual triage work taking away agents from more meaningful work. Please figure this out. 

4
Widson
Forum|Forum|24 days ago
C
Chad13

Need a placeholder for satisfaction reasonParked

Hello, I would like to request that you add a placeholder for the customer satisfaction bad rating reason. We use a trigger to notify all team leads when a bad rating is received. This notification includes information about the rating and ticket, and I would like to add the reason to this list: Requester: {{ticket.requester.name}}Assignee: {{ticket.assignee.name}}Group: {{ticket.group.name}}Ticket ID: {{ticket.id}}Link: {{ticket.link}} Satisfaction comment: "{{satisfaction.current_comment}}" Thanks!

37
Anastasiia13
Forum|Forum|24 days ago
J
Jinseon

First assignment to resolution time in Business hourAccepted

We are using "First assignment to resolution time" to evaluate our agents' performance. However, it is only for calendar hour, so some data value is being counted too much high because of tickets which had been replied next day. So I would like to see "First assignment to resolution time - Business hour". (I have got feedback from Zendesk Customer Advocate that it is different from First resolution time or Full resolution time)

4
N
Forum|Forum|24 days ago
B
Byggmax

Outgoing ring tone too highIdea Submitted

Hi, our agents says that the outgoing ring tone is too high, especially if you compare with the incoming ring tone. If they lower the volume on their headsets the customer will be almost silent, which makes the agent higher the volume again, and when next call back (or outgoing call) comes it will be too loud. Our agents are almost afraid of outgoing calls. Is there a way of adjusting the volume?

3
Andrew113
Forum|Forum|24 days ago
K
krdevsang

Why will Anonymous Requester Verification be mandatory? Please make it optionalIdea Submitted

Zendesk recently announced the upcoming introduction of Anonymous Requester Verification for Help Center requests. While the security motivation is understandable, making this feature mandatory could create serious problems for existing workflows.→ https://support.zendesk.com/hc/en-us/articles/10360295453082-Announcing-verification-for-anonymous-help-center-requests Many organizations intentionally allow anonymous ticket submissions for legitimate reasons — such as embedded webviews, lightweight support forms, or systems where user identity is already handled outside of Zendesk. With this upcoming change, those workflows may be forced to redesign their entire support flow, even though they are currently working without issue. What makes this even more confusing is that Zendesk already allows administrators to control whether anonymous users can access the Help Center at all. If admins can decide that, why are we not allowed to decide whether anonymous request verification should be required? Right now this feels like a forced security policy with no flexibility and no clear migration path for organizations relying on anonymous submissions. If this feature is intended to improve security, it should be implemented as a configurable option in Admin Center, not a mandatory requirement. Please allow administrators to enable or disable Anonymous Requester Verification based on their own workflow and security requirements.

1
Emily31
Forum|Forum|24 days ago
Katrina11
Katrina11

Wrap Up Time for Chat TicketsAccepted

Hi, Similar to how you can set wrap up time limits on Talk, is it possible to do the same for Chat tickets? Agents find that they end a chat and start to add their notes/ update the ticket form whilst the next chat is inbound and pinging to be answered. It's getting difficult to concentrate on finishing the first task before answering a new chat to prevent a missed conversation. Can anyone advise if this is available or if it can be made available?

21
Alexandra15
Forum|Forum|24 days ago
A
Aleksandar11

Product feedback: Support routing IVR options to other Zendesk‑managed phone linesUnder Review

Hello, Zendesk currently allows IVR routing only to external phone numbers. This prevents customers from using IVR to route calls between phone lines that exist within the same Zendesk account. This limitation reduces flexibility in multi‑line setups and prevents consolidated call‑flows within a single platform. Suggestion for improvement:Allowing IVR routing to other Zendesk‑managed phone lines within the same instance, similar to how external number routing works today.

4
Widson
Forum|Forum|25 days ago
Sheryl11
Sheryl11

Feature Request: Ability to Set Zendesk Talk Queue Wait Time to Zero MinutesAccepted

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)We would like Zendesk Talk to include an option to set the queue wait time to zero minutes. This feature would mainly impact our customers and agents. Allowing a zero wait time would prevent customers from waiting in a queue when an agent is unavailable.What problem do you see this solving? (1-2 sentences)Currently, the shortest wait time that can be configured is one minute, which still places customers in a queue. A zero-minute option would allow calls to bypass the queue so customers do not wait unnecessarily.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 issue occurs regularly when our phone queue becomes busy. Customers are placed in the queue and may wait for several minutes, even when agents are unable to answer the call. In many cases, the call eventually goes unanswered, which creates a poor customer experience. This impacts our support efficiency and customer satisfaction because customers spend time waiting without receiving assistance.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)The ideal solution would be the ability to set the Zendesk Talk queue wait time to zero minutes. This would allow calls to skip the queue entirely so our team can return the call later instead of keeping customers waiting.

2
Widson
Forum|Forum|25 days ago
B
Bartlomiej

Need for customizable SLA prioritiesIdea Submitted

Currently Zendesk supports only 4 hardcoded priority/severity levels: Urgent, High, Normal, Low.Customer contracts may require different naming or extra levels, e.g. Emergency, High, Medium, Low, Query. There is a need for more flexibility to be able to set it up according to customer contract.

1
Marcin15
Forum|Forum|25 days ago
Hannah12
Hannah12

[Feature Request] Sorting, Filtering, and Grouping by Lookup Relationship Fields in ViewsIdea Submitted

Overview of Feature Request & Affected RolesWe are requesting the ability to sort and filter tickets using Lookup Relationship fields (LURPs) within Zendesk views.Our organization uses a Lookup Relationship field to designate Subject Matter Experts (SMEs) responsible for certain tickets. This field is critical for routing, collaboration, and identifying tickets assigned to a specific SME.Currently, Zendesk does not allow sorting or filtering by Lookup Relationship fields in views, which significantly limits the operational usefulness of the field for reporting and ticket management.Affected roles include: Support Agents Escalation Teams Subject Matter Experts (SMEs) Support Managers / Operations Leads These teams rely on Zendesk views to efficiently locate and manage tickets tied to specific SMEs.What problem does this solve?Without the ability to filter or sort by a Lookup Relationship field, teams cannot easily identify tickets associated with a specific SME.This creates several operational challenges: Agents cannot quickly locate tickets tied to a particular SME. Teams must manually search through multiple pages of tickets to find relevant items. Escalations and SME collaboration are slowed. Operational reporting and workload visibility are limited. The Lookup Relationship field is designed to model relationships between records (such as SMEs), but the inability to use it in views, sorting, or filtering prevents it from functioning as a practical workflow tool.When were you last affected? Frequency & Business ImpactThis issue occurs daily for teams managing SME workflows.Our teams frequently need to locate tickets associated with a specific SME, particularly when: Following up on escalated issues Reviewing SME workload Coordinating cross-team troubleshooting Managing ticket queues tied to expertise areas Because the field cannot be filtered or sorted, agents must manually navigate through multiple pages of tickets, which increases time spent locating tickets and introduces inefficiencies in ticket management.At scale, this results in: Lost productivity for support agents Delays in issue resolution Reduced visibility into SME workloads Current Workaround (if any)Currently there is no effective workaround that preserves the benefits of Lookup Relationship fields.Possible alternatives have significant drawbacks: Manual searching through ticket pages, which is time-consuming. Replacing the lookup field with a dropdown or user field, which removes the relational data benefits and increases maintenance overhead. Using additional tagging or manual data entry, which introduces inconsistency and administrative burden. These workarounds reduce the value of Lookup Relationship fields and create additional operational complexity.Ideal SolutionAllow Lookup Relationship fields to be used in Zendesk views for filtering and sorting, similar to other ticket fields.Ideally, Zendesk would support: Filtering views by Lookup Relationship field values Sorting views by Lookup Relationship field values Using these fields in view conditions and column sorting Optional: exposing these fields in Explore reporting filters This enhancement would allow teams to fully leverage relational data in Zendesk while maintaining efficient ticket management workflows.

1
Marcin15
Forum|Forum|25 days ago
D
David22

Add trigger conditions for "tag added" and "tag removed"Idea 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)Currently there are trigger conditions that test for tags on a ticket (or not on a ticket). I want to have triggers that fire when a tag is set or when a tag is removed.What problem do you see this solving? (1-2 sentences) Trigger conditions for tags apply to current ticket status, not to tag changes.  When I want a trigger to fire only when a tag gets set on a ticket, I have to create a 2nd tag to prevent the same trigger from firing the next time the ticket is updated, for some completely different reason.For example, if I want to send an email to an Agent when a specific tag gets set, today I need to have a condition that tests for the presence of that tag (e.g., tag1) and the absence of a secondary tag (e.g., tag1_notification_sent), and then the action sends the email and sets the secondary tag. Without the secondary tag, the email would get set every time the ticket is updated as long as tag1 is on the ticket.A trigger condition that activates only when the tag is set, not simply because it's present, would remove this overhead and tag-clutter. A corresponding condition for tag removal would be equally useful.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)I have numerous examples of “blocker tags” in my triggers to prevent redundant notifications. I was looking at adding another trigger today that would fire when a tag was set and decided to not do it because I didn't want to add yet another secondary tag to clutter up the ticket's tags.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)The only workaround is to use a secondary tag.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Ideally there would be options for Ticket > Tags akin to Changed/Changed from/Changed to, etc for Ticket > Status category, such as “Added at least one of the following”/"Removed at least one of the following"

1
Marcin15
Forum|Forum|25 days ago
Jake13
Jake13

Display Archived Tickets - Interaction HistoryUnder Review

Our agents use the Interaction History in the context panel to check for previous conversations with members. To keep up with live channels demand having all ticket information in 1 spot is ideal. 

2
Tim39
Forum|Forum|25 days ago
henri.mercier
henri.mercier

Ability to Choose Sender Address in Side ConversationsUnder Review

Although I recently found a workflow to change the recipient based on the requester's locale — useful when we have multiple support emails under the same brand so that, for instance, the auto-reply is sent from an address with a name in their language — I haven't found a way to change the recipient for a side conversation. It's really unfortunate that we don't have a selector for this. Imagine we have a specific address that we share with our vendors so they can contact us. If we need to email a vendor from a customer ticket via a side conversation, the email is sent from the brand's default address instead of the one we've explicitly asked them to use. This creates confusion for the vendor, who may end up replying to the wrong address — sometimes even sending requests meant for us to our customer-facing support inbox.I hope this topic gets enough upvotes to make it onto the roadmap.

5
Tim39
Forum|Forum|25 days ago
M
Michael28

Still need HEIC image supportUnder Review

Hi Zendesk. I know you have now twice neither acted on. but also archived, requests to support  HEIC image previews within a ticket. However, with both posts (one from 2019 and another from 2021) having been closed for comment, there's currently no way for additional customers to speak up and say they too need this feature. So I'm  posting here to remind your product team that--six years later--we are still waiting for this simple feature. All we want is to be able to preview HEIC files within the ticket just as we can preview JPGs (without having to pay yet more money for a third-party app to do so). Please add this to your list of new features for 2025. Thank you.

6
Vancouver
Forum|Forum|25 days ago

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