Support

Would really appreciate a way to turn off the help bot in the bottom left corner - it covers the macros, and pretty annoyingly starts a chat when you accidentally open it!  

Data Masking will be generally available (GA) to customers with the Advanced Data Privacy and Protection add-on from November 5th, 2025. As a result, the early access program (EAP) will come to an end and no new signups will be accepted. Customers who have signed up will also be notified by email.   Thank you for your contributions to the Data Masking EAP!  Follow our Announcements to get notified about the release.

We excited to share that we have rolled out improvements to the Data Masking EAP. These updates focus on strengthening email masking functionality and extending masking coverage into Guide, providing more complete protection of sensitive information across Zendesk. With these changes, masked agents will now have a more consistent experience, and personally identifiable information (PII) will remain protected across a wider range of product areas. What is changing?Email Email notifications that a masked agent receives will now be simplified. They will no longer include any PII, and instead will prompt the agent to log in to Zendesk to view updates to tickets where they are the assignee or a follower. Masked agents can no longer be added as CCs on tickets. If they are included as a CC, they will automatically be converted to followers to ensure PII is not exposed. GuideWhen a ma

Hey Community, We are currently using the Advanced Data Privacy and Protection (ADPP) add-on to enhance our security and compliance measures. We have run into a significant limitation that we believe affects a common customer support scenario. Our Goal: We want our agents to benefit from both Data Masking and Redaction Suggestions. Data Masking is essential for automatically hiding specific, predictable PII (like credit card or social security numbers) from agents based on their role permissions. Redaction Suggestions are equally crucial for flagging unstructured or unexpected PII within ticket comments, prompting agents to redact information that the masking rules might miss. The Limitation: Currently, these two features are mutually exclusive. According to Zendesk Support, for an agent to see and use Redaction Sug

So far this has been a great addition. We use many different custom statuses so this option has been very helpful, by allowing us to find the statuses we need for a ticket without scrolling through a long list of unrelated statuses. There are just two features we would like to request: The ability to hide default statuses as well as custom statuses The ability to re-order the list of available custom statuses

This page captures the most important product limitations of the Data Masking EAP that accounts will experience when the “Data Masking” feature is enabled. SUPPORT User Information Related to Talk ProductIn cases where an account uses both Support and Talk products, certain Talk-related data may appear within Support. The Data Masking EAP release does not mask information originating from the Talk product, so this data remains visible, even to agents with data masking enabled. API (excluding Users API)Currently, data masking in the EAP is only supported for the Users API and select (not all) Tickets API endpoints. Other APIs, including many tickets API endpoints, are not covered and may return unmasked PII. Ticket CommentsData masking does not extend to information contained within ticket comments. Any PII present in ticket comments will remain visible to agents, regardless of

This page captures all the known disclosures & degradations customer accounts will experience when the “Data Masking” feature is enabled in their accounts. Manage End UsersAgents with data masking applied cannot perform key actions such as bulk deleting users, taking user assumption, suspending users from the profile page, deleting users, or merging users. These limitations exist because managing end users requires access to unmasked PII. Without access to this information, agents are unable to accurately identify or take action on user profiles.Search and View Lists of End UsersAgents subject to data masking are prevented from searching for users by name, email address, or phone number, and from accessing the customer list. These features become not fully usable, as the primary rationale is to prevent identification of users and to protect privacy by ensuring that PII cannot be viewed or matched.Merge TicketsWith data

Data Masking Early Access Program (EAP)We are excited to announce that we’ll soon launch the Data Masking Production Early Access Program (EAP), designed to enhance the privacy and security of your end user data within the Zendesk platform. This program introduces a vital feature aimed at protecting sensitive information, ensuring that personally identifiable information (PII) remains confidential and accessible only to authorized users. Why Data Masking MattersOrganizations increasingly need to manage which agents can access end-user PII data to limit identification and exposure. This need arises from various factors, including compliance with regulations, protecting sensitive data, and building customer trust. By utilizing data masking, Zendesk customers can ensure that only privileged users have access to sensitive information, thereby enhancing overall data security. About the Data Masking FeatureThe Zendesk Data M

Advanced Encryption will be generally available (GA) to customers with the Advanced Data Privacy and Protection add-on from January 28th 2025. As a result, the early access program (EAP) will come to an end and no new signups will be accepted. Customers who have signed up will also be notified by email.   Thank you for your contributions to the Advanced Encryption EAP!  Follow our Announcements to get notified about the release.

While our Community undergoes migration and this space is read only, please use this form to provide us your feedback. Thank you!How to give feedback?This Community forum is the best place to share your feedback, so other customers can join in the conversation and add their own perspectives.When you have feedback to give, have a look at the existing posts in this forum and see if you can benefit or contribute to the feedback that others are discussing. If no existing posts seem relevant, then feel free to create a new post. Suggested guidelines for giving feedbackWe value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone. Here are a few pointers that will real

With the release of Custom Ticket Statues (CTS), Zendesk enabled the ability for our customers to better customize their workflows by applying their own ticket statuses to fit a multitude of business needs. The Form Ticket Statuses feature is an extension of this functionality which will allow custom statuses to be associated with ticket forms. This feature is designed to streamline your ticketing process and offer you a higher degree of control over your workflows.  With this enhancement, administrators will be able to customize workflows by associating Custom Ticket Statuses to individual ticket forms. This will enable agents to see only a subset of relevant statuses, depending on the ticket form they're using. The aim of this enhancement is to make the agent's life easier and more efficient by simplifying their ability to view, digest, and select the accurate ticket status. 

We're excited to announce the expansion of our beta program for form-based custom ticket statuses! Due to the positive feedback and success we've seen so far, we're extending this feature to a select group of additional customers. This enhancement allows you to tailor ticket statuses to better fit your workflow, providing more flexibility and improving overall efficiency. If you're interested in participating in this expanded beta, please fill out this form. Your feedback is invaluable in helping us refine and perfect this feature before its general release. Thank you for your continued support and collaboration! 

We are writing to inform you about an important update to the Form Ticket Statuses Beta feature. These changes are designed to improve your experience and streamline your workflows. We appreciate your participation in the beta and your valuable feedback, which has guided us in enhancing the experience. Please read the following information carefully to understand the changes and any actions required on your part.Previous Behavior:Previously, forms with no statuses associated would show all statuses in the Ticket UI, but this proved confusing and restrictive based on your feedback.New Behavior: We executed a one-time conversion for any forms that had no custom statuses selected (and therefore all statuses selected) in order to maintain your current functionality. We will create associations for all default statuses only for forms with no existing associations. Default statuses will always

I'm looking to create a field on an object that counts the number of times the customer has used a product.  I'd like the ability to increment or decrement a number field value.   Expanding beyond the object triggers EAP, this would also be available to ticket triggers as well and ticket triggers could be used to increment a number field on an object. 

 Zendesk offers a set of standard ticket statuses to help you manage your ticket workflows. When custom ticket statuses are activated, you can create additional ticket statuses that are more meaningful to your business and end users. With form ticket statuses, you can define which custom ticket statuses should appear in certain ticket forms. Associating custom ticket statuses to forms allows you to only show ticket statuses that are relevant to the ticket an agent is working on. This results in a shorter list of ticket statuses in the status picker for agents to choose from and can help them select the appropriate status more quickly. 

When the API requests breakdown dropdown selector is set to Dailly or Weekly, the Callers and endpoints dropdown can be used to select a specific day or week, and the three tables beneath will refresh to show numbers for that time period. When the API requests breakdown dropdown selector is set to Yesterday / Hourly, the Callers and endpoints dropdown lists hourly windows, but the tables don't seem to refresh. More strangely, when I have the API request dropdown set to "Last 7 days" / "Hourly", then select an hourly window, the table are responsive the first time I choose an hourly window. Choosing a different hourly window has not further effect - the table contents don't change. But if I choose "Last 7 days" again from "Callers and endpoints", it adds another row to the "Top 5 callers by volume" table (only that table, the other two tables are unaffected). Every time you select an hourly window after that, nothing will happen, but if you choose "Last 7 days" again it

I wanted to create a quick post on two known issues you may encounter when setting up a Custom Ticket Status and associating it with a form. Inactive Statuses Cannot Be Selected on a Form:Currently, if you create or inactive a custom ticket status, you will not be able to select it in the Form Ticket Statuses tab.  We will be correcting this shortly and I will post when this has been addressed. Deselecting All Custom Ticket Statues for a Form Result in All ticket statues being selected:If an Administrator deselects every custom status in the Form Ticket Statuses tab, every custom status will be populated in the preview (and for the agent if that selection is saved).  This results in two problematic situations. It is confusing to the Administrator to see all statuses unselected yet populated in the preview It is currently not possible to not have a form setup with only

Hi, I was testing this new functionality for object creation (as that's what I need right now) and it works well. Although I'd like to suggest to include "notify by" in the actions. Like sending an email or active webhook. One scenario where we can use it is: We have a 'software' custom object that is managed by a mangers group but agents can update the details. We want to alert the managers group about the update in the record details so they can verify the update. Regards, Lydia

Feedback during the beta stage is very important for us. We want to hear what you have to say about Custom Ticket Statues, and how Form Ticket Statues are helping to streamline your workflow or where we might need additional improvements. Below, you can find some guidelines on the various ways to give us feedback.Different ways to give us feedbackThis forum is probably the best place. We'd like to try and keep feedback as social and collaborative as possible. It's where we can answer the most amount of questions or comments so that everyone can see and benefit from it. That said, there are some suggested guidelines...Suggested guidelines for giving feedbackWe value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone. Here are a couple of pointers t

According to the tooltip, data is refreshed every hour. However what I'm seeing is that it is refreshing at the end of the day, with a day's delay. This is what I saw yesterday (23rd): And today (24th): This behaviour also means that the default filtered view for 'Yesterday' is blank for me. What is the expected behaviour here?

Is there a URL or a URL method I can use for a 3rd party contact center that will pop a new ticket window? I can trigger any URL to open when they receive a call, I just want the users to be able to take information and enter in a user and type out case details.  I know there are some API for some contact centers, but there is not one for this one.

It's really useful being able to see which users have the highest usage, and which endpoints have the highest usage. But it would be more useful to be able to drill down a combination of the two. So which user/endpoint has the highest usage. We have a couple of outliers of endpoints with significantly higher usage, and being able to drill down the data like this would help us work out which integration or connection is the cause.

I am unfamiliar with Custom Ticket Statues, what are they and how do I set them up?There are several different Help Center articles that can help you with CTS in a few helpful links are: Announcing Custom Ticket Statuses Activating Custom Ticket Statuses Creating Custom Ticket Statuses Managing Ticket S

Definitions Ticket Form StatusA mapping record between a Ticket Form and a Custom Status for a given account. The mapping serves as configuration information to help inform which Custom Statuses to show in the Status Picker in Agent Workspace when working using a particular Ticket Form. A ticket form status contains 3 primary pieces of information: custom_status_id - the id of the custom status associated with this object ticket_form_id - the id of the ticket form associated with this object id - the unique identifier for the record Authentication / AuthorizationThe operations and endpoints for this feature set follow the established authentication scheme for public facing Zendesk APIs as referenced in our api documentation. Details about authentication can be found here:

Currently, when the API requests breakdown is set to Hourly, the time-axis labels are each long enough that it can be difficult or impossible to determine which vertical bar they correspond to. Conversely, the "tool tip" that appears when you hover over an individual bar shows the date (useful when the chart is set to show daily info), but not the timeframe for that bar (when set to hourly). This makes it challenging to determine when exactly any API usage spikes are occurring.  (It'd be even better if clicking on one of the bars would immediately give you a breakdown of which endpoints and users are contributing to that time period's usage)