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Not sure if this is any use to anyone but I created a formula field in Salesforce that concatenates my Zendesk Domain with the ticketID that get's synced in, so that if I want to pull up Zendesk directly from the case record, I can do that from a report, or from a list view. First screen shows you what it looks like.    Type is a "Formula" field that returns TEXT. The Formula looks like this: HYPERLINK("https://{yourdomainhere}.zendesk.com/agent/tickets/" + Zendesk_Support_Ticket_ID__c ,"#" + Zendesk_Support_Ticket_ID__c + ": Click to open in Zendesk" , '_blank') The current Zendesk/Salesforce Case Viewer component we use on the account object for viewing a collection of cases and their statuses, but we don't really interact with them there because it is a bit clunky. SF reporting is so powerful though so it's really easy for us

This article will cover how to offer end-users suitable contact options when they need help while browsing the Zendesk help center. This small button in the lower-right corner of the help center lets users see all the options for contacting support staff with just one click on any page. You can change every link in the contacts widget, or add a new one: Link to the website Zendesk Chat Submit a ticket Make a call Other contact options It's possible to change the following: title and description colors link names icons individual items enabled and disabled. events trig

Outlook Add-in Forward to Zendesk Link to open source code: https://github.com/dbr2hb/Outlook-to-Zendesk Note: currently this is windows only. For those that have tried using the Outlook to Zendesk case creation add-in know it’s limitations: 1. You cannot send inline images 2. Web outlook add-ins will not work for a shared inbox, (like a support inbox). To work around this Zendesk does provide the ability to Forward an email and place some mail api code in it, which allows you to set the original sender as the ticket requester as noted here: https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address#topic_jfs_cwr_2k (you can also forward if the subject has the fwd or fwd, but using the mail api

Add CSS to Web Widget Zendesk level:  BeginnerKnowledge: Javascript, HTML, CSS, Web WidgetTime Required:  10 minutes Documentation, customizations, and troubleshooting on GitHub: https://github.com/Ajhad1/Zendesk-Customizations/tree/main/Web-Widget/Hide-System-Fields How it works (simplified): Uses the default ability to run Javascript on Widget open to append CSS to the Web Widget itself. Prerequisites: You must be using Zendesk Support You must have access to the Web Widget You must be able to modify the code where the Web Widget will be inserted as HTML How to Install: Copy the default Web Widget Script from the admin menu in the Agent interface. Navigate to the

Hi all, We are currently testing Zendesk to decide whether we should move from ServiceNow into Zendesk. One of our wishes, that came up during a mini-workshop yesterday, was, that we would like the requester to get the first mail from us regarding their ticket, when we have set a deadline for when we expect the ticket to be solved. We are also testing the app "Deadline" from Sweethawk, and this trigger utilizes this app and its fields. First of, I started by deactivating the default trigger "Notify requester and CCs of received request", as we don't have a use for it when the new trigger is up and running. Then I added the below trigger. Note: The tag "deadline_pending" is set automatically by the Deadline-app when I submit the ticket after having set the deadline date and deadline time. Conditions:

Does anyone have experience using Zendesk for outage management? We're looking for pre-formatted tickets or templates with a variety of the different (common) outages we may have. We can keep each template (ticket) up to date with a list of the systems that are affected for each type of outage and include the stakeholder parties on each template. I'm just curious if anyone else has done anything like this and suggestions / ideas if using Zendesk for management of system outages (both scheduled and unscheduled).   Thanks.

"Hi Patrick, we really love your product, could you please send us a printable user manual so we can have an in-depth look at it? Thanks!" I was shocked when one of our biggest new customers asked me that question. We just moved to a 21st century solution for all our customer support and knowledge sharing activities (yay Zendesk <3) but struggled to deliver on this request in time. We really love our customers and don't want that to happen again, so we decided to build a Zendesk app that makes exporting knowledge base content as a PDF a breeze. We hope you can benefit from it too! :) (If you do, please let us know! <3) How does it work? It only takes 5 minutes, here is how 1. Install the Knowledge Base to PDF Zendesk App You can find the latest version of the app in the Zendesk app d

The Goal Arranging Attributes into Groups and Sets gives you more flexibility in how you present your data and can make it easier for you to find the information you need across your queries. To illustrate this, I'm going to show how we use Groups and Sets to understand the Chat behavior of our users. Prerequisites Explore Professional or higher A custom ticket field to capture Troll and Ghost chats At my organization, we use a custom field called Category 2 to capture metadata related to what users are asking about. Our Troll and Ghost Categories are located in that field. Other References Organizing by Groups and Sets

Sometimes in our Help Center we have images we want to include in an article, but when they scale to fit our theme they aren't as detailed as we'd like.  I looked at solutions like the Fancybox solution but thought it was a bit too complicated.  We found a much simpler solution.   Click the Insert Image button Upload your image Select the image Click Insert Right click on the image and select Copy Image Address (I used Chrome, other browsers may use different terminology to get the image link) Add a comment under the image and select the text Click on the Insert/Edit Link button Paste the image url into the Url field Change the Target to New window

Hi All, GOAL: I was trying to push specific Messaging chats to our Sales group based on the options selected by our customers. Our "I want to make a purchase > Talk to human". flow should route directly to our "Sales/Product" team.  ISSUE: Without a support trigger to do this, your customer will essentially be presented to ANYONE who is online - Defeating the purpose of skill based groups (for those who operate in this way). So for Messaging it is crucial for us to be able to route the specific issue a customer has raised to the specific group set up in Zendesk to tackle this particular query. SOLUTION: I created a support trigger that uses the specific ticket field we created to obtain certain info for our Sales team from our customer. This is essentially how I defined which group should be presented with this chat. Looks something like this...

I posted a question earlier this week on how to perform synonym searches in Guide. It was suggested that there wasn't anything currently that does this, so I decided to make my own to share.  For us, we have some products that are frequently misspelled but no way (unless we tag all of them) to have them return in the search results or direct the user to the correct spelling. This solution enables you to add synonyms to your Help Center search. Add this to the js file for your Help Center/Guide. You can add multiple synonym sets by copying and pasting the following line of code to handle both synonyms and spelling mistakes.     NewSynonymSet('sleep', ['dream', 'hybernate', 'nap', 'sleeep']); //Start Code $(document).ready(function() {   InitializeSynonyms()}); var synonymsets = new Array();function NewSynonymSet(key, synonyms) {   var synonym = new Object();   synony

Just to give everyone that's reading this a quick overview of what I'm trying to accomplish:  I currently have 1 admin account and 5 agents. Each of us is in charge of a different language: English, Spanish, etc. I'm trying to set up our Zendesk system so that when a customer fills out their request form, it will be automatically categorized and assigned to the appropriate category and agent. I've played around with ticket fields, forms, and views, but I feel as if my set up could be better.  Here's what I currently have set in place: I've created ticket fields for "Language" Editable for end-users only, required by both agent and end-user to solve a ticket, and for the field values I've included the 5 languages we'll be supporting: English, Spanish, etc...  I've then added individual Triggers for each language so that when the condition: "Language is English" is met, the action "Assigne

If you rely heavily on tags in your workflow like us at Cloudinary, you may find it difficult to investigate which tags were added and removed on each step in the ticket's life. To overcome this, we created a script that will highlight those added and removed tags. A Zendesk app can't access the DOM elements so we had to rely on a browser script. The script is available here and can be used Tampermonkey - an addon that allows you to install enhancement scripts on any major browser.

When searching in the the help center for a ticket number, the search results do not include tickets. I came up with a quick way to redirect them on a search. It basically checks a failed search result to see if its a number and if it is, tries to redirect it to a ticket link.   *Requires jQuery Edit the search_results.hbs file Locate the placeholder for no search results: section should have something like {{t 'no_results' query=query}} Paste in the following code <script type="text/javascript"> $(document).ready(function(){ var searchQuery = $('.page-header-description').html().replace('No results for "', '').replace('"', ''); if($.isNumeric( searchQuery )) { window.location = '/hc/en-us/requests/' + searchQuery; } });</script>

The Goal One of the most difficult transitions for me from Insights to Explore was understanding how all of the "calculated" and "calculation" options work and where to find them. In this example, I am comparing our escalated tickets to our total tickets to understand the trends year over year. Note: there are even more ways to get to this information, this is just a jumping off point. Prerequisites  Zendesk Explore Professional Instructions  Step 1 Create a new Explore query using the Support: Tickets dataset Name your query Step 2 Select your metrics Start with D_COUNT(Tickets) to get your total ticket volume

Drop-down select list custom fields can be an efficient way to collect the details you need in a Zendesk ticket. You can even create drop-down lists that contain multiple levels of organization. Customers can navigate by category to make the right selection when they are filling out a support request from. But creating drop-down select lists manually is time consuming if you have more than a few options. What if you want to make an entire product catalog available? Copying and pasting 250 entries is not the way to go. That's where the app Elements Connect can help: Elements Connect allows you to populate drop-down custom fields with data from PostgreSQL or MySQL databases. How to set custom field values with data from your SQL databases in 3 steps 1) Conne

There are many different uses for the CC option. The instructions below are just for CC'ing a particular person based on the creation of a ticket where the value of a field is True. I use several CC logic. One which fires via a macro. Everything should be here to get you started anyway... Good luck!   Step (1) – The Field Admin>Manage>Ticket Fields Firstly you will need to create a new drop-down field and add your values to it. The example below shows a ‘CC Third Party Repairer’ field for two companies. (NOTE: Once created, you'll need to return back to this field and take note of the Custom field ID)   Step (2) – The Form Admin>Manage>Ticket Forms Click on your form to edit it.

The goal In this tip I'm going to take you through the process of adding a custom theme selector to your Zendesk Guide. This will allow your users to select a theme from a dropdown menu that will change certain colours throughout the site. We implemented this as a bit of fun for an internal site, but it could be used to add an accessibility theme for users who struggle with your default style. The GIF below shows a very basic example of what can be achieved. The Solution The code can be broken down into three parts: Adding the theme selector to the footer Adding the javascript to make the theme selector work Adding the theme styles to your css A quick note before we start; I'm customising a standard Copenhagen theme, but you should be able to apply the code below to any custom theme. The

At first i was not sure if this is even worth an article, however I am everyday more amused by the usage of our little friends in Zendesk. Where it all started... The story starts almost two years ago when I've requested the blocked poop emoji after i found out Zendesk supports them 💩 (click for article) I will probably never forget this thread, lol. Back in these days the emojis were added as an image in e-mails only, that's why we hardly used them. (but it's safe to assume that some of us had quite a fun by pooping each other on ticket assignments.)After that the emoji usage got pretty quiet for us until i found out a couple of months ago that

Hi everyone, not quite sure if this is the right place, it feels like a tip/trick but it's also a bit of a plug of something I've made, Introducing the Zendesk Submit Expander Chrome Extension: It saves you a click every time you update a ticket (in a new status). It replaces the drop-up menu of the ticket submit button with a row of buttons, allowing you to immediately choose the best status (this does require a good understanding of statuses, this awesome article should help with that). It works with the Play view and Bulk ticket updates too:

It's my first try at Community tips, English manual writing and explaining CSS. Bear with me :-)  With the new Help Center a lot of nice stuff has become available. Including CSS modding. This allows for the modification of your font family. Let's explain some things first.  Note: If you'd like to use Google Fonts, check out this  tip from Wes Drury. About font families Most companies use a regular font like Arial or Helvetica. These fonts are a way of showing your text. Some fonts are really modern while others are more elegant. The way you want to show your text, is a personal taste. Most businesses have requirements when it comes to writing text. In almost every case the font family and the size is a basic requirement.  Here is where the

Hey guys, I found a couple of articles on how to add the Agent badge in the Communities section and, while the codes worked for many, it didn't work for me. In the end, where you edit the code, we had to add the following codes in the community_post_page.hbs page: {{#if post.author.agent}} <span title="{{post.author.name}}" class="moderator"> {{else}} <span title="{{post.author.name}}"> {{/if}} ---> See image below: and a bit further down, this code: {{#if author.agent}} <span title="{{author.name}}" class="moderator"> {{else}} <span title="{{author.name}}">

Table formatting seems to be a struggle for a lot of Zendesk admins/agents. We designed our own Zendesk Help Center theme and had such a headache with the tables that we added default table formatting to the CSS file and can just override horizontal alignments and add any simple text formatting (bold, italics, etc.) and such in the WYSIWYG editor, as needed.  I've added the code we use for our table formatting below, if helpful.  Adding that padding line (where the arrow is pointing) helped prevent our table details from running into the borders. It was added to the "td" section. Now this is how our tables look in the WYSIWYG editor (note that I did change the first row to be a Header row from within the WYSIWYG editor and kept the rest as Body rows):

Often we get the request from our customers to integrate an easy to use way to send over important browser information when creating a ticket in the Help Center. The browser information is in a lot of cases very important to deliver proper support to your customers. This trick will automatically grab all important information for your team and include it into a hidden textarea in your Help Center. I've used the source from Christian Ludwig which was for public use shared on Stack Overflow and made it ready to use for your Help Center. Example in agent view Instructions Create a Custom Ticket Field and cho

Zendesk level:  BeginnerKnowledge:  HTML, CSS, JQUERYTime Required:  10 minutes ** 7/13/21 - 8036642427 has graciously written an updated version of this tip that will work with the new templating system. Check it out here: Help Center - Add an arrow to scroll back to the top of the page ** 05/13/16 - Updated to new version and fixed so it shows above widget if using one. Most sites these days have a little link somewhere at the bottom of the page which takes the user back to the top of the page. This is a simple yet important piece of functionality, especially in this age of small screen browsing, where pages can become very long indeed.  Some of our article pages along with all the