Posting in case anyone is being pushed to consolidate internal IT onto Zendesk by their CS team. 900 person org. Parent company on Zendesk for CS 5+ years. Last year leadership pushed IT onto Zendesk...
I'm creating a internal help center for a small team. Everyone needs to access all articles. I plan to use Labels (a small group of them) as part of the hierarchy. Before I can move forward, I am gett...
Hi everyone, I'm part of the Zendesk team and wanted to share the upcoming Zendesk Relate 2026 digital experience on May 21st. We know many of you come here to solve specific product hurdles or talk a...
These 3 new standard fields ('Channel group', 'Resolution tier', and 'Resolution type') appeared just today. I cannot find any information regarding these at all, nor can I find why they randomly appe...
Any one of you struggled with getting replies from Zendesk. I have been waiting for weeks, no reply from manager who has been checking things for week. Any recommendations how to get them to reply me?...
Hello, we recently turned on OmniChannel routing, previously we just worked from the views and had different groups. I do not have it checked to go back to the original assignee because that was a dis...
Hey all. Long time lurker. A few years ago I became the defacto Zendesk admin for my org. 1,200+ articles across a few products and some legacy content that nobody wanted to touch. Keeping on top of i...
Long story short: spent the last several months building a config management tool for Zendesk admins after one too many "wait, what changed?" moments. Got accepted as a Marketplace Partner b...
👋 r/Zendesk, nice to meet you! I work at Zendesk on the community team. I've been lurking on this sub for a bit and wanted to share that we're giving away tickets to Relate. Answer the daily question...
I'm away in Greece and I think there must be some sort of block on the WiFi here. When I load Zendesk it finishes loading but it's just a blank screen. The same when I do it on my phone. However, if I...
So we have our main inbound phone line, and our daily shift sees 2-3 agents scheduled to take calls. Ideally we’d like to have an overflow rule where an extra backup agent could be online all day, but...
Hey there 👋 I'd like to showcase my Zendesk Admin Shortcuts Browser Extension for Google Chrome. TL;DR: - Spotlight Search, but for Zendesk - Firefox Extension in Review by Mozilla - Code by AI, archi...
As AI model providers increasingly move downstream, launching products and agents for specific enterprise applications and sectors like finance, one big question still remains: how will said AI agents...
I found that Zendesk has an out of office agent app. This appears to be just what our organization needs, we would like tickets that go back to open status to be reassigned back to the queue to be ass...
Join the Zendesk SMB User Group for a preview of Relate and the latest on AI Agents Monday at 1:30 PM EST. Details here: https://community.zendesk.com/events/the-road-to-relate-and-the-latest-on-ai-28...
Article URL: https://www.theglobeandmail.com/business/article-telus-ai-accents-customer-service-agents/ Comments URL: https://news.ycombinator.com/item?id=48031182 Points: 2 # Comments: 0
Support teams keep hiring. Ticket queues keep growing. Yet customers keep asking the same questions. That is the trap. A customer support community can break it. It scales answers through people, not...
Hello everyone, I’m constantly looking for an AI agent that can handle most email tickets automatically, but I’m struggling to find a setup that actually makes sense financially. Is there any way to c...
Just looking to get insights and tips on people who've used Zendesk for multiple departments within an org. How did it go? Are you the admin who set it up? What types of things should I worry about wh...
Hey folks, I’ve been working on a small project (open-source, maybe) and wanted to sanity-check if this is something others would actually find useful. The idea is pretty simple: A lightweight copilot...
do NOT put customers' email addresses into "From" mail header! whenever I have to contact any company that uses Zendesk I'm getting DMARC reports from whichever mailer they use that an email...
Please see the attached screenshot. I am attempting to build a macro for a workflow where I tag the same agent every time in a private comment. It doesn't appear that any of the placeholders available...
Hi, I changed Zendesk into Dark Mode and all-in-all it works pretty well. However, I sometimes see text in a ticket that is on a brown background and the text is black. It's nearly impossible to read...
In 2017 I emailed Kik about some issues I was having with screenshots included. The links to those screenshots are through Zendesk. Clicking on any of them brings me to the “oops, this help center no...