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Hi Guys, I need your help to make a Knowledge Base like "One Page" design for FAQ.  I have one category and 3 sections. And I need to make such sections like a "buttons" where you click it -> all articles related to this section will be shown on Home page like "FAQ Page with Show and Hide Questions and Answers" under these "Section buttons". I've tried a lot of variations, but it doesn't work!(( Could anyone help me to sort these out?  

We installed the Chat Widget on a tablet we are implementing and when a user opens up the chat window, the chat takes over the whole 15" tablet. We would like to adjust the size of the chat window so it is smaller in the bottom right of our tablet. Does anyone have any experience in adjusting the chat window size in Zendesk Chat?Regards,Nick

How to make a ticket field value  a link or clickable? Like pic below, we have some fields filled with users account or transaction id, our agent have to copy & paste it to another website to get further information, which is ineffective. It would be much more effective if we can make it a link and jump to another website when clicked.   Is there any solutions?    

Overview We are developing our customer facing help center instance, and my Knowledge Base Manager requested we add a table to the "submit a request"  form.  This can be done by inserting code in the Help Center's "new_request_page.hbs" template file.   Problem I called the default table css in the help center's style.css file by inserting <table class="table"> in the help center template file, as I thought it would be best to adhere to ZD style standards.  However, this led to a table with only horizontal borders (like the table in this ZD HC article on light agent permissions: https://support.zendesk.com/hc/en-us/articles/203662036-Understanding-and-setting-light-agent-permissions).   Solution Since we wanted a table with ALL borders (horizontal and vert

Hi, I want to include a hyperlink in the agent signature. But am unable to do. Can I know if it is possible?

Hi When enduser send in an email to the Zendesk support, and I see that it will create a ticket automatically. Question: 1. What are the "automated" processing capability for the end user email received i can apply ? (a) Email Address : Besides based on the my company support email address, I can route to different group of people for further processing via triggers. i.e. end-users may need to send to different email address in my organization to split the trigger processing. (b) Subject of Email : Processing (trigger) can be applied based on Subject of Email (c) Tag : Does tag recognition works for any incoming emails to scan the email payload ?  I did not manage to get it works (d) Email Payload Parsing - can Zendesk parse the email payload - scanning for certain keywords or Regex Pattern ? Thanks -TC    

we pass emails from an exchange account on our domain to our zendesk support email address automatically.  We had one client send us an important email to our support address.  We can see through our exchange server / outbound spam filtering that the message was received by our domain email, and then correctly passed to our zendesk address.  However, inside of zendesk there is no trace of this ticket.  We also get notified of suspended tickets, there are currently 4 in there which correlate to the 4 suspended ticket notices we received, none of which are this email in question.  Is there any further investigating we can do to see why this email was not created into a ticket, or what happened to it?     Thanks Chris

Hi, I'm trying to set up an integration between a test zendesk and test jira instance (own server). In JIRA when I'm installing Zendesk for JIRA (using standard http 8080 port in JIRA) it goes ok - I can configure this plug-in. However when I'm switching JIRA to https (port 443, self signed cert), when I'm trying to configure this plug-in it fails, actually it hangs with a communicate "Add-on Zendesk for JIRA is not responding." no more info in logs is available. Do you know this issue? How I can get rid of this? Thanks and Regards,Arnold  

Zendesk on Zendesk is a day-long discussion about a specific topic and how Zendesk Support uses Zendesk. Each session is hosted by a member of our Support team.  This session is hosted by Joe Oliver, a Customer Advocate in our Madison office, and is about how Zendesk Support selects and prepares tickets for escalation. It covers: Preparing a ticket for escalation During escalation After escalating the ticket See all of our Zendesk on Zendesk series discussions. For the majority of tickets we receive, our Support team is able to address the c

We received over 87K of Russian spam overnight. It looks like Zendesk has shut of the firehose (yay!), but we're left with so many tickets to mark as spam and delete (boo!). I was hoping to increase the number of tickets in a view to 100+ to make deletion faster, but found that 30 is hard coded into the system. Divided by 30, I'm looking at 2,666+ actions to remove the tickets. Any tips or tricks to come out the other side of this crazy with my mind intact?

Historical Backlog The Backlog Dataset is a little different from other parts of Insights. Using the Backlog normally you report values on a specific event day- for example the last day of the month. But you can create custom metrics to display average values. This may be useful when reporting over longer time periods or when activity is not even throughout the month or year. Average Backlog in Month   HOW Month / Year (Event) FILTER Month / Year (Event) is the last 14 months WHAT # Backlog Tickets AVG Per Month This is a new metric defined as:

Nuestro equipo de Customer Success presenta una serie de workshops online, sin costo, diseñados para ayudarte a conectar los puntos entre los objetivos de tu equipo y lo que es posible con Zendesk. En otras palabras, te ayudamos a convertir tus ideas en “Full Circle”. Estos workshops consisten en webinars y discusiones en vivo en nuestra comunidad. Nuestro equipo de expertos de producto compartirán las mejores prácticas de funcionalidades clave a través de diversos casos de uso.   Workshops bajo demanda en español: Cómo limpiar tu cuenta Zendesk (webinar y discusión) Entiende

I'm trying to delete all tickets which happen to be archived.  I read that you can create a view and delete multiple tickets at once but that is not working for me since they are all archived.  Anybody know of an easier way to delete archived tickets instead of one at a time?  Any help would be appreciated.  Thanks

Como hago para poder ver TODOS mis tickets ?? No solamente los ultimos 3 meses. No puede ser que deba pagar otro plan para ver toda MI informacion. Estoy tratando de hacer informes con Qlik y no puedo traer mas de 1000 tickets.

Hi! We're still fairly new to Zendesk and have been desperately trying to find a way to get Zendesk to play nicely with mail merge. We file change of address forms with the USPS every morning and have to send a decent amount of proactive emails to our users (anywhere between 20-200 emails per day) when we notice something off about their change of address request. With our previous ticketing software, we sent these emails via a Google Sheets Mail Merge and then we'd just have to manually switch over the customer to be the end user versus our support email. In Zendesk, however, these tickets are being suspended since they are being sent from our support email address. We can unsuspend the ticket but this would be very manual and require agents to still manually tag the ticket, switch the customer over, etc. This also would result in a duplicate email being sent to the end user based on how we have Zendesk setup currently. Another option

When doing a migration of Help Center articles, I ran into some trouble using the API to upload attachments to articles. This is a sample of how I was able to achieve this task.   private void UploadHelpAttachment(string fileName, string filePath)     {         HttpWebRequest request = (HttpWebRequest)WebRequest.Create("https://{subdomain}.zendesk.com/api/v2/help_center/articles/{articleid}/attachments.json?inline=true");         request.Method = "POST";         request.Accept = "application/json, application/xml, text/json, text/x-json, text/javascript, text/xml";         request.Timeout = 100000000;         request.Headers.Add("Authorization", "Basic " + token);         using (var dataStream =

Hi there! Looking for my messenger chatbot integration to Zendesk Is it possible?   Thank you!   

Chat visitor authentication and conversation history in the Web Widget is now available with the Integrated Chat Experience EAP. Learn more about the conversation history end-user experience here. Learn more about Chat visitor authentication for the Web Widget here.  

Hi guys! I want to create an image map such as https://webhelp.fred.com.au/nxt/Dispense/r_dispense-main-screen.htm. But whenever I enter my HTML in the source code, it looks like it gets removed when I preview the article.  <img src=dispensingscreenlayout.png" alt="" usemap="#Map" /><map name="Map" id="Map">    <area alt="" class="tooltip" data-tooltip-content="#tooltip_content" href="test.html" shape="poly" coords="8,55,719,55,716,537,13,547" />    <area alt="" title="" href="#" shape="poly" coords="735,57,1178,55,1178,262,743,259,884,137" />    <area alt="" title="" href="#" shape="poly" coords="736,276,1178,275,1176,644,736,641" /> </map> Does Zendesk support that or am I missing something?

Hello, While supporting a client, there are cases in which we have to create a ticket for a third party that provides support for the hardware. We have created a macro and a trigger so now, when the macro is used, the last comment in the ticket gets sent to the third party through an email target. However, if the third party replies to the email, a new ticket will be created and then will need to be merged to the original ticket. Is there a way to have that reply attached directly to the ticket? In our case we only have this situation with one client and the third party could change the content or subject of the reply if it would help. For example, they would need to put the Zendesk ticket number in the subject. Thank you

I have an existing call center, the old fashion style, with regular phones. I want to connect Zendesk to that system. Is it possible, if yes - how? I've searched all around the web and found nothing that explain it.   Thanks!

Hi,  I am looking to change / add to the ticket categories, and I am looking to have different criteria after you submit the tickets.  Meaning, on the left side of the user interface I want to have "open tickets" "Pending tickets" --> instead of having unsolved, and pending tickets.  Anyone knows how can I do this?   Thanks!! 

I am trying to add hero image above the search bar, and somehow i can't manage to expand the width of the image.   <div class="container">  <div class="row">    <div class="">    <div class="jumbotron jumbotron-fluid jumbotron-banner jumbotron-banner-no-stack col-lg-12 heroImage">        <picture class="jumbotron-bg">            <!--[if IE 9]><video style="display: none;"><![endif]-->            <source srcset="CDN URL GOES HERE" media="(min-width: 992px)">        <source srcset=

Hi there, I am trying to export a list of all users who are agents, but I don't need all the information that the command generates - I only need to the name and email address of the agent. Reason being is that I'm going to need to load this data into a powershell script to create diffs for people who are no longer within our organization.  What would the syntax be for that?The below works and generates a list of our agents but it has too much info in there, I just need their name and email. curl -o export.html -u emailaddress/token:blahblahblahhttps://ourinstance.zendesk.com/api/v2/users.json?role[]=agent any advice would be much appreciated. Thanks Steve

Is there a way to make the incoming calls make sounds to know that there is a call coming in? Its seems really weird that the only way to know there is a call is to see it on the screen?