Workspaces

Hi! We have many CSM's who will internally place a note on a ticket between a CX Agent and a client - and if the ticket is on Pending or On Hold this note can be missed due to it not setting the ticket to open. Is there any work around here? Our agents receive so many emails & notifications from ZD that it's easily missed if an important note is placed by a CSM who is a light agent on a ticket. Any advice would be amazing! Thanks! Alex

Hi everyone, Not sure if this is the right place to share this "bug" or if it has already been shared, but I couldn't find anything regarding it. Often people in my organization tag me in tickets when they need additional support, I get an email to let me know and I jump in the tickets and normally answer in an internal comment. Recently in one of these cases, after leaving my comment, I went to archive the email, but before doing so, I mistakenly reacted to that email in Outlook. Today I found out that when I reacted to that email, it was commented publicly in the ticket, as you can see in the image below. Does anyone know a way to prevent this from happening within Zendesk? Or is this something the Zendesk team is aware of and has plans to address it?  

1. Is there a way to prevent a ticket from being created if the customer does not leave a voicemail or no transcription is detected?  2. Is there a way to prevent a ticket from being created if the voicemail or transcription is less than 9-10 seconds? 

Hi Team, I am unable to see the signature in the side conversation all of a sudden. Earlier it was working just fine. Can someone point out to the right setting where I can correct this?   Signature is added in my profile's 'signature' section:     Side conversation doesn't show signature:

Hi Community,We currently use Shopify’s “Contact Us” form and forward those submissions into Zendesk so they’re captured as tickets and handled by our support team.One challenge we’ve run into is that Shopify does not allow us to customize the subject line for Contact Form emails "New customer messages on [date/time]. Because the subject is fixed, we can’t reliably use subject-based triggers in Zendesk to automatically route and categorize tickets into different Views which impacts workflow efficiency.Has anyone solved this in a clean way? We’re looking for recommended approaches to route tickets without relying on the subject line automatically.Any best practices, examples, or implementation tips would be greatly appreciated.Thank you,

Will there be changes to the Zendesk admin cert notification that reflect changes to Transport Layer Security (TLS) certificate lifespans as mandated by the Certification Authority Browser Forum (CA/Browser Forum). The CA/BF has established a phased approach to shorten the maximum allowed lifespan for new certificates: Until March 15, 2026, the maximum lifespan is 398 days. As of March 15, 2026, the maximum lifespan is 200 days. As of March 15, 2027, the maximum lifespan is 100 days. As of March 15, 2029, the maximum lifespan is 47 days. I want to make sure that anyone managing our Zendesk is appropriately notified when certs are updated and have not seen an announcement about this notification feature being updated. Is it currently a time-based trigger, or does the notification trigger based on the actual expiration of the uploaded cert?

I had a customer ticket that had a broken link to the screenshot they'd attached. Issue reported by email. (the image appears as a small grey/green image icon with the corner cutoff) I had some back/forth messages with the customer. The next day or so, the image appeared correctly. (that was the next time I checked in on the ticket status)There are no events on the ticket between yesterday it not showing and today it being visible… I have seen this on a couple of tickets. Previously, I think the image has disappeared/appeared several times with no apparent reason why it is or isn't present.  Any ideas on the cause or fix??

Zendesk operators can't add inline images to comments on Zendesk tickets created using the Channel Framework's PUSH API (POST /api/v2/any_channel/push).Is it because the original service that sends the ChannelBack doesn't support it?Or is there another setting?There are three reply methods (Slack Channel, public reply, internal note).Adding images is possible with public reply and internal note, but not when selecting a Slack Channel.

Within an email side conversation, is there a way to view all attachments within the email string? Or do you really have to scroll through the entire email string within the side conversation to find an attachment you're looking for?

Hi, I am trying to do an OR search in zendesk and cannot seem to get full list of tickets.  Can someone help with the syntax to get a complete list of tickets containing this information?Example :  search the ticket  status>hold (organization_id:20035357 OR group_id:20848171) 

Hello, on the Agent page (https://subdomain.zendesk.com/agent/users/id_user/assigned_tickets)  , when I try to filter by Group, only the closed tickets are displayed (tho I have Open an Hold ones). I can't post an image here because this very form is also bugged (json error) when I try to upload an image. Ok you like AI (you own AI chat couldn't help me to create a bug, that's the joke, and not a very good ad), but please, keep the tool working, it's becoming more and more bugged.

Per this article, https://developer.zendesk.com/api-reference/ticketing/oauth/grant_type_tokens, we can generate tokens via oauth dance for our customers. The deadline to use the new oauth flow is coming up. Currently, if we don't set expires_in then the tokens we get will never expire. My question is, will it ever be required to set expires_in or will letting tokens live forever always be an option?

I'm experiencing issues with the scroll bar in the side conversations panel in my Zendesk instance.As you can see in the image, I have sent messages in the history, but I can only see the last message.I also can't continue the conversation using the new message panel located at the bottom of the panel.It seems like a bug. Is there any record of an issue that might be causing this?   

We have SLAs set up in our instance for first reply and next reply, for normal and high priority tickets.  This generally works well, but some tickets (most if not all of which appear to involve side conversations) have no SLA running on them.  I can't figure out what the reason might be, but it's becoming a big issue because our views are set up to be ordered by SLA breach and this is hiding any tickets without SLAs.

I'm trying to create a macro that will auto cc in specific users triggered by a macro. We find that the user list will need to change fairly frequently. What is the most efficient and effective way to achieve setting the Requester and cc'd end users?

Hey folks,  I want to send a survey after a ticket but only if the user never recieved the same survey before. It seems there is no way to achieve this since I qould need to mark the user in a way and filter for that mark on the user (not the ticket). I dont want to send the same survey over and over if the customer has many support tickets.  Is there a solution for this?Thanks!  

Hi. So I am having issues with pasting text (may it be templates or any kind of text) into the chat/email text editor, when replying to customers. I am using an Addon for Firefox that I wrote myself. But I highly doubt it is related to the addon, but more an issue how Firefox handles text editor windows. But only on Zendesk, other form/text fields on other websites (or my own test HTML page) work fine.1. What I need to do is to click on the top left of the text editor field to paste text/templates. This is not a complete deal breaker, but surely annoying. Is there a way to work around? Maybe a Firefox specific setting of some sort? I doubt it, but maybe….Otherwise kindly treat it as a bug report. 2. When I paste text manually from the clipboard, I need to paste it with ctrl+shift+v instead of just pasting it with the regular ctrl+vOtherwise it will not paste the text as it was formatted. This is for sure someth

We have multiple ticket forms. When creating a new ticket, only one form, the default form, is visible on the drop-down. Once the new ticket is created, or an agent picks up an existing ticket, all the drop-downs are visible.It happens on various user levels, and happens randomly.I've checked all settings in the admin and am not able to find where this could be impacted. Has anyone else had this issue?

Hi - we have noticed that when a user “reacts” to an email notification it updates the ticket. This adds an unnecessary comment to a ticket, adds to comment reporting counts and if a ticket has been set to solved or pending it re-opens the ticket. The last two are concerning as it adversely impacts reporting (reporting of additional invalid comments and add to ticket resolution time respectively). Is there a way to ignore email reactions?

Hello,I have the following situation. I write to the customer via the head office (office@bla.de) and submits an offer. Then an employee (regine@bla.de) writes back. This means that their reply is stored as a note. However, if it says “we accept the offer,” it will no longer be visible in the rest of the email correspondence. Either I need an idea of how to convert an internal note into a public one, or emails from third parties need to be recorded as public. Zendesk's response does not help me.[https://support.zendesk.com/hc/de/articles/4408842992538#topic_lhb_c4l_fhb]". Thanks for helpRüdiger  

Hi!I'm a new guy at Zendesk and I have the following task (longread):GIVEN:- There is a business (nail salon) that uses Boulevard as a CRM.- Currently, communication with clients occurs through the following channels:a) Instagramb) Facebookc) Phoned) SMSe) EmailPROBLEM: Boulevard only synchronizes with SMS, Email and (probably) phone channels. In order to respond to clients through other channels (Instagram, Facebook), our administrators use a mobile phone specially designed for this purpose.MAIN GOAL: We would like to leave a single entry point for communication with our clients and for this task we chose Zendesk. In addition, we would also like to transfer the entire existing client base from Boulevard to Zendesk.MY THOUGHTS:As far as I know, it is technically possible to transfer the client database from Boulevard to Zendes

One of the challenges many support teams face is not knowing what happens after an email is sent. You might include instructions, helpful links, or attachments, but without visibility, it’s impossible to know whether the customer actually saw your message. This uncertainty can lead to unnecessary follow-ups, delayed resolutions, and a less efficient workflow.A simple solution is the Email Tracking integration for Zendesk Support. This tool helps track email opens and link clicks, and provides a clear activity log for each ticketTracking information is available in multiple places for convenience: Seen/Unseen field and ticket tags (seen / unseen) Seen Count field Read Receipts Push notifications (optional) Ticket si

Hi all. I'm usually able to figure out just about anything on my own, but I'm struggling with this one and could use some help! If I'm using a lookup relationship field in a ticket form, I would like to create trigger that automatically populates a ticket field with an attribute from the related object. Here are some use cases: A - A user requests a piece of software. The Agent selects the application's custom object, and I want the name of the approver to be copied into the "Approver" field.  B - I have a Requested For field (this is used for when the Requester is different than the person the request is for) and it is a lookup field that points to customer records. I would like the Email address of the Requested For user to be copied into a dedicated ticket field, and would like the user ID to be copied into a hidden field.  C - Employee Onboarding. I would like the manager to be the Requester, and I would like the New Hire to

There should be a scroll bar here that has since gone missing over the weekend:We have made no changes to our Zendesk instance. Have also disabled custom sidebar apps and the problem persists.  This seems to be a bug recently introduced by a Zendesk change. 

Hi! How can I add internal notes in bulk to a specific ticket list?