So I know a lot of you have been slammed by spam, recently, but compulsory end-user authentication is wreaking havoc with our user base. It doesn't look like it can be disabled - is that right? ...
Hey all, quick question for the admins here. Our leadership is looking to train a custom AI model on our past 5 years of Zendesk tickets. The native Zendesk JSON/CSV exports are pretty messy when it c...
Hello - I am in the planning process of upgrading our Legacy JIRA connector (EOL is April) to the new version and two big questions have come up. JIRAs that were previously linked to tickets in a chan...
RSAC 2026 'It freakin' worked' says Rob Joyce - and shows how relentless AI agents can find holes humans miss The now-infamous Anthropic report about Chinese cyberspies abusing Claude AI to automate c...
I manage accounts for several customers, and sometimes tickets get opened by their teams without me even knowing. This makes it hard to follow up or provide updates. I’m wondering: is there a way to t...
I currently have a flow set up in Ultimate where the AI is not supposed to interfere with certain interactions. To enforce this, I’ve defined a set of rules — for example: if the user says “XYZ”, the...
Most AI support agents have the same failure point: the moment the bot can't help, the conversation dies. No ticket gets created, no human gets looped in, and the customer churns quietly. This post co...
I’m curious how teams here handle support quality monitoring. In most setups I’ve seen, QA reviews only a small sample of tickets, but a lot of issues (tone, missed signals, frustration patterns) seem...
Internal knowledge base software is experiencing significant market growth, with Zendesk positioned alongside major competitors like Confluence and Notion as a key player in this expanding sector. As ...
I've been working with Zendesk for a while and the one thing that consistently bugs me is how hard it is to answer a simple question: which agents are we actually paying for that aren't using the prod...
AI is fundamentally reshaping customer service economics by collapsing the cost of high-quality attention, enabling scale businesses to deliver concierge-level experiences previously reserved for luxu...
currently on v.151 of one and its so slow, im curious how high people have reasonably gone submitted by /u/okvegetable8 [link] [comments]
Is anyone else dealing with the fallout from Zendesk's new anonymous request verification rollout? For those who haven't seen it yet — Zendesk is now requiring email verification for anyone who submit...
We use a 3rd party AI that creates a ticket with a record of the transcript when the issue is escalated to the team. I'm trying to set up a target to send a copy of the transcript to an internal email...
Hey everyone, I work with Zendesk daily and got tired of some small annoyances in the interface, so I built a simple Chrome extension to improve the workflow. It adds a few quality-of-life features li...
We’ve heard your feedback and recognize a clear need to elevate your Zendesk Community experience. In the coming weeks, we'll migrate our community offerings to a new platform and offer new ways to le...
I'd like to get transformed data, eg.SLA data - breached vs achieved by organization and be able to pull that information into something like Salesforce or snowflake. They don't need the actual ticket...
Hi all, I’m looking for some honest feedback from people who run or live in Zendesk day-to-day. We’re considering launching a “Zendesk Admin / Optimisation as a Service” offering (monthly retainer), a...
Article URL: https://zammad.com/en/company/press/zammad-introduces-ai-features-with-free-choice-of-large-language-model Comments URL: https://news.ycombinator.com/item?id=47271708 Points: 1 # Comments...
Hey, A couple of weeks ago I posted here after an enterprise customer's production outage sat in our queue for 5 hours because it looked like every other ticket. Got a ton of helpful responses. A lot...
I spend a lot of my time across multiple Zendesk instances and I'm curious what other admins experience. For me it's triggers referencing deleted groups or ticket fields that someone removed...
Hi! Our help centre has roughly ~ 600 articles, and I want to create new categories and sections and move th existing articles into their new homes. I can’t seem to find anywhere to do so in bulk, and...
We use ZD as a customer service help desk. We have a growing number of organizations, each with multiple users. A few of these orgs have reoccurring problems. Does anyone have any ideas for how to lis...
Hello, everyone! Zendesk admin here and I’m trying to create a priority hotline for our retail store associates so they can get in immediately and bypass the general queue. The store sometimes needs t...