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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

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Georgi11

Product Feedback: Suggestion to improve the permission to view audit logs for custom rolesDelivered

Following the introduction of the “View audit logs” permission described in the this announcement, we have identified a concern regarding the effective scope of this permission. When the option is enabled for a team member, the interface also displays the “Manage settings” button, which allows users to modify the “Automatically delete PII” feature.Issue DescriptionThe “View audit logs” permission is expected to provide strictly read‑only access to audit information. However, the presence of the “Manage settings” control extends user capabilities beyond this intended scope, granting access to sensitive administrative actions. This results in an unintended elevation of privileges, as users who should only have visibility into audit data are able to change account‑level settings. Additionally, providing access to the “Automatically delete PII” option under a permission that is meant to be view‑only introduces unnecessary compliance and data‑governance risks. This situation also deviates from established least‑privilege principles, as a permission associated with viewing audit logs should not expose configuration mechanisms that have operational and regulatory implications.Suggested ImprovementWe recommend that Zendesk remove or hide the “Manage settings” button for users who are assigned only the “View audit logs” permission. This control, and the ability to enable “Automatically delete PII”, should be restricted exclusively to users with appropriate administrative rights. Ensuring that “View audit logs” remains strictly read‑only would provide clearer permission boundaries and prevent unintended access to sensitive settings.Impact and BenefitsImplementing this refinement would strengthen account security, support compliance obligations, and reduce the risk of unauthorized or accidental changes to data‑retention configurations. It would also ensure greater clarity in how permissions are applied, resulting in a permission model that more accurately reflects industry standards and customer expectations.

6
G
Forum|Forum|1 month ago
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Nayden11

PRODUCT FEEDBACK: Explore Dataset Expansion for Approval Status Metrics and Detail ReportingAccepted

Hi Team, We are requesting the addition of a dedicated dataset - or expanded attributes within existing Explore datasets - to provide full reporting visibility into approval requests. This limitation affects our admins and support leadership, who need granular insight to monitor operational compliance and measure the efficiency of internal authorization workflows. We currently lack the ability to report on core approval-request data within Explore, including the identity of the approver, the request text submitted, or event-based timestamps. While this information may be visible on the individual ticket, it is not exposed as a reportable attribute or metric in Explore. Because we cannot report on the specific moments when approvals are initiated and completed, we are unable to calculate the duration of the approval phase or differentiate standard ticket handling time from internal approval delays. Our ideal solution is a comprehensive “Approvals” dataset in Explore, including fields for approver identity, request description, time-to-decision metrics, approval count, and request timestamps. This would give our operations team a single source of truth for bottleneck analysis and ensure we can meet our compliance and performance standards without relying on manual processes.

2
Lauren21
Forum|Forum|1 month ago
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Paul11

Add additional fields to the Help Centre search result objectIdea Submitted

Hi, I'd like to request some additional data be added to the search result object seen here:https://developer.zendesk.com/documentation/help_center/help-center-templates/objects/#search-result-object It would be very useful that if the result is an article then we can access the article id and article labels fields. The reason for this is that we would like to be able to display labels alongside the search results to show which of our users the article is targeted at. I've managed to achieve this with some javascript code but at present it relies on the article last updated date which sees flaky and will possibly be identical for multiple articles as we build our help centre out via API's Thanks  

3
Emily31
Forum|Forum|1 month ago
Max11
Max11

Suggested Feedback to Zendesk – Translation Tool for chatIdea Submitted

Hello Zendesk team,We would like to share some feedback regarding the Translation Tool used in our chat workflows.Overall, the application works very efficiently when we write in English. However, we have noticed that when we write in Spanish, the tool becomes significantly less accurate. It often mixes correctly translated words with Spanish words that remain untranslated, resulting in inconsistent or confusing output.We ran several tests using different languages, such as Dutch and German, and the tool performed very well in those cases. This issue seems to affect Spanish specifically.Improving the tool’s performance for Spanish would greatly benefit our team. It would allow us to write in our native language without compromising translation quality, increasing our efficiency, accuracy, and response speed while supporting customers.Thank you for your attention, and we hope this feedback helps guide future improvements.Best regards,Max

1
Emily31
Forum|Forum|1 month ago
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Steve22

Enabling Agent to Agent CallingAccepted

Zendesk Talk should allow Agent to Agent calls. Currently Agents have to have an external call in place to be conferenced in to a conversation together. The functionality of looking up a fellow Agent and giving them a direct call would be extremely helpful in making sure communication is straightforward and all-encompassing in Zendesk. Relying on third-party communication seems like a step backwards from what Zendesk is trying to provide. Agent to Agent communication is extremely important and the fact that Zendesk is limited to internal notes, alone, is pretty limiting for better workplace flow and intercommunication. The fact you can conference agents into an existing call seems like some capability is already in place. Expanding that would provide a greater reliance on Zendesk and maintain remote Agent connectedness.

4
Ferran12
Forum|Forum|1 month ago
Bruno16
Bruno16

Blind Transfer option in Zendesk TalkIdea Submitted

Having a blind transfer option in Zendesk Talk would improve both speed and the customer experience. It would allow agents to route calls to the correct team or specialist immediately, without needing to stay on the line until someone answers on the other end to complete the transfer. This would reduce handle time and avoid unnecessary back-and-forth when the request is straightforward. It would also help keep queues moving during high-volume periods, while still allowing warm transfers when additional context is needed.

1
Ferran12
Forum|Forum|1 month ago
Garrett12
Garrett12

Hide Inactive Intents from the "Intent" Dropdown FieldAccepted

The ProblemWhen manually reviewing or correcting the Intent field on a ticket form, the field currently displays all Intents that have ever been created in the system, including those that have been explicitly deactivated.This behavior is problematic because: Severe Clutter: Our organization has over 60 active Intents, but we have deactivated many default or experimental Intents. These inactive Intents appear in the dropdown, making the list extremely long and visually cluttered. Confusion: Agents or Admins occasionally select the wrong (inactive) Intent, which can break reporting workflows, macros, and triggers. The RequestWe would like the Intent field on the ticket form to only populate with Intents that are set to “Active”. If an Intent is set to “Inactive”, it should be suppressed from the drop down menu. This feature is essential for maintaining the efficiency gained from custom intents: Improved Agent Efficiency: Agents can classify tickets faster by eliminating deprecated options. Data Integrity: Reduces the risk of agents manually applying an inactive Intent, which can lead to reporting errors and automation failures. Scalability: As organizations create, test, and deprecate more Intents, the current behavior becomes unsustainable and unusable.

6
Rohit15
Forum|Forum|1 month ago
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Elena11

Product Feedback: Mandatory Comment Requirement and Hidden Additional Comment Field When Suspending a PlayerUnder Review

Hi team,We would like to provide feedback on the suspension flow for players, specifically regarding comment requirements and UI visibility.We strongly support keeping the comment mandatory when suspending a player. Suspensions are high-impact actions that require accountability, auditability, and clear justification. Mandatory comments are essential for ensuring that decisions are documented consistently and responsibly.However, the current implementation creates a usability issue:the option to leave an additional comment is not clearly visible or discoverable in the UI Reduced audit and compliance value: In reviews, disputes, or regulatory audits, missing contextual details can weaken the justification for a suspension and increase operational risk.Inconsistent internal understanding: Other teams reviewing the case later (QA, Risk, Compliance, Support) may lack the full reasoning behind the action, leading to rework or misinterpretation.Training and onboarding challenges: New agents may not realize that an additional comment option exists at all, resulting in uneven documentation quality across teams. Suggested improvements: Keep the mandatory comment requirement in place for suspensions. Make the additional comment field clearly visible and intuitive during the suspension flow. Maintaining mandatory comments while improving visibility and clarity would significantly enhance data quality, accountability, and confidence when taking critical actions such as player suspensions.

2
Naina
Forum|Forum|1 month ago
Premium11
Premium11

Copilot feedbackUnder Review

Hi Zendesk team, Just sharing some customer feedback implementing Copilot for a customer, since we've faced a few issues and would love to hear for eventual solutions/updates:  Double signatures: we sometimes see a signature added in the auto-assist, while one has already been added in the agent profile. Wrong signature (agent not assigned to ticket): we sometimes noticed the signature from the auto-assist adding another agent's signature from previous interactions, instead of the one from the current user. Macros are unusable in auto-assist: it's probably that way by design, but it might be useful at times to allow agents to add macros to the generated reply from auto-assist, in order to complete the answer. App (add-on)  for translations no longer loading: an app is used in the Zendesk instance for translation in tickets, from the comment section (public note). When agents deactivate the auto-assist mode to add a manual reply, the app is not reloaded at the same time the auto-assist is disabled. The agents then have to leave the ticket, refresh their page, and come back to the ticket to use the app again.Thanks a lot for your help, 

5
Paul30
Forum|Forum|1 month ago
Ajay11
Ajay11

Ability to Set Default Comment Type at User or Role LevelIdea Submitted

Currently, the default setting can only be configured at the organization level, which applies to all users and roles. However, there are use cases where teams may want to set different default behaviors for specific users or roles (for example, making “Internal Note” the default for certain operational roles who primarily collaborate internally).It would be very helpful to have the ability to: Set the default comment type at a user level, or Configure it at a role level, instead of only at the organization level. This would provide greater flexibility and help reduce the risk of accidentally sending public replies when an internal note was intended.

1
Marcin15
Forum|Forum|1 month ago
E
Essential

Allow Messaging Web Widget launcher position to be set dynamically via JavaScript / APIIdea Submitted

We would like to request support for dynamically setting the Messaging Web Widget launcher position (bottom-left vs bottom-right) via JavaScript and/or API, rather than only through a global Admin Center setting.Current limitation Launcher position can only be configured globally in Admin Center. There is no supported way to change left/right positioning per page via code. Workarounds (multiple widget instances, custom launcher, embedded mode) add operational and maintenance overhead. Use case On certain pages, the default bottom-right launcher interferes with existing UI elements (e.g., floating CTAs, forms, or consent components). On other pages, bottom-right is the preferred placement. We want a single widget configuration that can adapt based on page context. Requested capabilityOne of the following (any would be sufficient): A JavaScript API option, e.g.zE('messenger:set', 'launcher.position', 'bottom-left') A page-level override parameter in the widget configuration Support for dynamically updating the launcher position at runtime Why this matters Reduces the need for duplicate widget configurations Avoids custom launcher implementations for a simple layout concern Aligns with modern SPA / component-based websites where layout varies by route Improves developer experience without impacting non-technical customers Current workarounds (not ideal) Maintaining multiple Messaging Web Widgets with identical configs Building and maintaining a custom launcher Switching to embedded mode solely for positioning control This would be a small but high-impact improvement for teams with complex or responsive layouts.

1
Marcin15
Forum|Forum|1 month ago
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David41

Internal Notes vs. PublicUnder Review

Just a request for improvement - could you find a way to better distinguish between between "Public" and "Internal" messages. While not a big problem, we do find ourselves occasionally unintentionally sending what should be an internal note to a customer.

10
Drew20
Forum|Forum|1 month ago
Shawna11
Shawna11Community Manager

We are excited to launch AI agents and automated resolutions!Accepted

Dear Customers,We are excited to launch AI agents and preview the upcoming launch of automated resolutions! For ease of collecting  feedback on this launch, and to make sure we can provide you with quick  answers to your questions, we are providing this space for all feedback to be shared. Please comment below to share your thoughts and feedback, or ask questions about this release.The product feedback forum in the Zendesk Community is always the best place to share information with our Product Teams around ideas you have for features or feedback you have about what we are building. This is where our product managers monitor and engage in conversation, and our aim is to aggregate all feedback here. Before posting, please take a moment to review the community guidelines and code of conduct. These outline how our product feedback forums work, how we review this feedback, and what you can expect. Take a look and let us know if you have any questions! Thank you for being a part of the Zendesk Community and sharing your feedback with us, we sincerely value your input!

90
W
Forum|Forum|1 month ago
Josef11
Josef11

CoPilot Feature Request: Restrict Procedures to ticket formsIdea 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.].We are a global software company with a product portfolio consisting of more than 10 different product families. While these products operate within the same overall domain, they require distinct support approaches.Our customers typically use a combination of multiple product families, which is why we provide support for all of them within a single Zendesk brand. In the current setup, Zendesk Procedures which were created by us specific for product family A are currently used everywhere in a Zendesk brand, means also used for product families B, C, D, etc., which leads to confusion and reduced efficiency for our support teams. Since the products differ significantly in terms of troubleshooting and processes, these crosswise applied Procedures create unnecessary noise and increase the risk of incorrect handling. At the moment, Procedures can only be restricted at the Zendesk brand level. Our feature request is to allow Zendesk Procedures to be restricted by ticket forms and by support groups. This would enable us to provide more targeted, product-specific guidance and improve efficiency and accuracy for our agents.  What problem do you see this solving?As intended, we would like to use Zendesk Procedures to provide agents with clear instructions for action, thereby increasing agent efficiency and customer satisfaction by providing customers with faster and higher-quality assistance. 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?Unfortunately, our tests to this point have shown that we cannot activate Zendesk Procedures with the current implementation because we cannot ensure that they will only be used for the product family for which they were created.Currently, Zendesk procedures distract agents significantly more and even reduce efficiency rather than increasing it. Are you currently using a workaround to solve this problem?We are currently unaware of any workaround and have removed Zendesk Procedures from the configuration. What would be your ideal solution to this problem? How would it work or function?Zendesk Procedures should be limited not only to a Zendesk brand, but also to ticket forms and support groups.

2
Josef11
Forum|Forum|1 month ago
Scott12
Scott12

Feature Request: Reordering of System Fields in User Profiles, Tickets, and OrganizationsAccepted

In Zendesk Support, the system fields in user profiles, tickets, and organizations have a fixed order. This can cause some inconvenience for agents, especially when there are important system fields that are located far down the page and others that are not interacted with at all. We propose a feature that allows the reordering of system fields in user profiles, tickets, and organizations. This would provide greater flexibility in customizing the layout and improve the user experience for agents.Use-case example:Our agents often need to link the organization to the user and access specific ticket fields when handling tickets. However, these fields are system fields that are located far down the page in the respective layouts. As a result, our agents sometimes overlook these fields. If we could reorder the system fields, we could move these important fields to a more prominent position, reducing the likelihood of this oversight.Benefits: Improved user experience: Agents can customize the layout of user profiles, tickets, and organizations to suit their workflow. Increased efficiency: Important fields can be placed in more prominent positions, reducing the likelihood of oversights. Greater flexibility: Zendesk Support can be more effectively tailored to meet the unique needs of each organization. We believe that this feature would be a valuable addition to Zendesk Support and would benefit many organizations. Thank you for considering our request.

3
Paul47
Forum|Forum|1 month ago
J
Joanna11

DATE_DIFF() Between 2 Custom AttributesParked

I recently tried to create a custom attribute that used the DATE_DIFF() function to get the time between 2 custom timestamp attributes.  I have been advised by a Zendesk Support agent that it is not currently possible to create a custom DATE_DIFF() attribute/ metric that will get the time between 2 custom timestamp attributes. I feel that this is a huge oversight as in reporting I need to compare 2 events that are not native Zendesk attributes, i.e. the time between a group assignment and the time a checkbox was filled. This feature was available in Insights can this please be made available in Explore

27
Sean45
Forum|Forum|1 month ago
Iulian11
Iulian11

Proactive Messages tag conditionIdea Submitted

All of our users' usage and subscription data are visible in a Messaging conversation as tags. Based on those tags. With the old Zendesk Live Chat app we were able to trigger proactive messages/chats. We need this to be implemented in Messaging as well, since it helps us engage customers at key points in their subscription or usage, so that our application users receive information that could help them achieve their goals or be reminded that we are live and can assist them if needed. We have seen such strategies increase trial-to-paid conversions and feature adoption. Implementing all of the old trigger conditions would be great. But the tag conditions would be the most important for us. 

1
Dan30
Forum|Forum|1 month ago
J
Jennifer21

Feature Request - Add Exclude Option to Verification ProcessIdea Submitted

Currently, bc the verification rules rely on inclusion, rather than exclusion, there's not a way to exclude an article, I have to use a filter to include all other articles. My use case is that we have  thousands of articles and I need to exclude one specific type. With the current setup, I will need to go through all other articles to find what's unique about them to include in the filter, all in an effort to exclude these couple hundred. It would be very useful to have an exclude option where in this case, I'd exclude the one attribute I know this specific type of article has which is much quicker than finding what to include.

4
Dan30
Forum|Forum|1 month ago
H
Hannes12

View previous emails sent by ZendeskIdea Submitted

I added a lot of new users to the platform via an integration and I'm not sure if I had disabled the automatic email sent to new users before I did it. I just found out that there is no way for me to know if the Welcome email was sent or not and there is actually no way to see what Zendesk is sending to my users (except ticket items).   This is a bit disconcerting as I feel I don't have enough control of the platform. I want to be able to know all the communications I have with customers even automatic emails from Zendesk. Not sure how complex this is to solve but in my mind this is a fairly high priority item.

3
Z
Forum|Forum|1 month ago
K
Ken11

Add the field " Date article last updated" as a selectable column in Explore.Accepted

We want our Guide articles to stay fresh and relevant and would like to report on the last date each article was updated so we can make sure to review articles annually at least. Thank you.

2
Jake18
Forum|Forum|1 month ago
A
Adam14

Lookup Relationship Field Limit IncreaseIdea Submitted

With all the changes to the Custom Objects over the last couple of years (placeholders are an AWESOME addition), we are finding that we want to use Custom Objects for a lot more things, but we cannot because we are at our limit for 10 lookup relationship fields on our ticket form. Increasing this limit could open up a world of possibilities for us. Given the increased utility of custom objects, are there any plans to raise the lookup relationship limits so that we can take fuller advantage of these great features?

3
Joshua40
Forum|Forum|1 month ago
S
Scott.Morrison1

Permission to add/edit triggers should also permit users to configure labels for autorepliesIdea Submitted

Currently,  team members whose role includes permissions to add, edit, and delete triggers, are able to view autoreply triggers but only see a blank dialog when clicking the “Configure” button under “Configure labels and test autoreply”.  i.e. these team members can publish a trigger to send autoreplies but cannot configure the article labels that the autoreply should search.  When I previously escalated this (as a suspected bug) in a support request, I was informed that this behavior is intended because that dialog is part of the AI agent configuration, which is restricted to admins only, but that feels like an oversight considering that the entire rest of the autoreply configuration can be made available to other roles.  Please solve this.

1
Shawna11
Forum|Forum|1 month ago
G
Georgi11

Product feedback: Shortcuts cannot be restricted by brandIdea Submitted

Zendesk Shortcuts currently cannot be restricted by brand and are available globally across all brands once created. In multi‑brand environments, this limitation prevents administrators and authorized team members from tailoring shortcuts to specific brand contexts and increases the risk of agents using incorrect or brand‑inappropriate shortcuts. We would expect Shortcuts to support brand‑level restrictions, allowing their visibility and availability to be scoped to relevant brands only.

1
Shawna11
Forum|Forum|1 month ago
G
Gergely

Export customer ticket functionality on the HelpCenter under My RequestsIdea 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) Customers like to see details, trends of their ticket to measure quality of service, service level agreements. Customers in many cases will need to report on their support ticket trends within their own organization. What problem do you see this solving? (1-2 sentences)  Customers need detailed and historical report on their tickets. They also need to export and download, so they can put those into internal service reports. 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) Right after Go-Live, many of our customers complained because of this missing functionality. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences) Lot of manual effort is required and it is a negative user experience to have our customers request us to prepare various reports. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences) An export tickets button on the Help Center under My Request section. Customer would be able to click and then define the export by filters (range, type, state etc). Then Customers would be able to download/get an e-mail of an excel sheet report.

1
Shawna11
Forum|Forum|1 month ago
G
Gergely

Stop auto-reassignment when an agent is offline / keep ownershipIdea 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 need the ability to turn off auto-reassignment when an agent is offlineWhat problem do you see this solving? (1-2 sentences) In our business the MTTR is significantly higher than in a traditional Contact Center. Therefore we need the tickets to stay assigned on the particular agents for days, even if they are offlineWhen 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)Daily basis and it requires manual reassignmentAre you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)We have increased the log-out time significantly but that does not solve the problem permanently.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)There should be a toggle in settings to turn on/off auto-reassignment when an agent is offline

1
Shawna11
Forum|Forum|1 month ago

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