Zendesk family Help Centers:
Product updates
View AllGetting Started
Getting to know Zendesk
- Introduction
- Lesson 1: From support requests to tickets
- Lesson 2: Organizing tickets and users
- Lesson 3: Solving tickets
- Lesson 4: Helping customers help themselves
- Lesson 5: Business rules
Training
- ★ Start here for Zendesk training options--including 3 Zen Us this Fall
- How can I purchase your classes (with credit card or coupon code)?
- My coupon code isn't working. What can I do?
- Logging in: How do I log in to university.zendesk.com?
- Logging in: Do I need an enrollment key?
- Instructor-led courses: Can I reschedule a course and/or training session?
Product news and updates
Announcements
- ★ Check out the September Zendesk on Zendesk: How we manage customer satisfaction surveys and ratings
- ★ Check out the September Fine Tuning: How to build your ideal Zendesk
- ★ Coming Soon: New Ticket Comment Filters
- ★ Changes to Views, Triggers, and Automations Management
- ★ Default for Drop Downs
- ★ Introducing attachments for the Web Widget
Release notes
- Release Notes thru 2016-09-30
- Release Notes thru 2016-09-23
- Release Notes thru 2016-09-16
- Release Notes thru 2016-09-09
- Release Notes thru 2016-09-02
- Release Notes thru 2016-08-26
Service notifications
- Service Incident - September 30th, 2016
- Service Incident - September 27th, 2016 - Performance Issues, Pod 4
- Service Incident - September 27th, 2016 - Voice Ticket Issues, All Pods.
- Scheduled maintenance - September 27, 2016 - Trial account creation
- Service Incident - September 26th, 2016 - Voice Issues, All Pods.
- Service Incident - September 25th, 2016 - Performance Issues, Pods 5,6 & 9
Feature and functionality deprecation
- ★ What is being deprecated? [Updated: July 7]
- ★ How does Zendesk deprecate support for external technologies (browsers, devices and integrations)?
- ★ How much notice will Zendesk give for deprecations?
- ★ How will Zendesk communicate deprecation?
- ★ Why does Zendesk deprecate features and functionality?
- Removal of support for Internet Explorer 8, 9 & 10
Mobile updates and known issues
API updates
- [Delay]: Changes to Phone Number Validation
- [BREAKING]: Changes to Phone Number Validation
- [BREAKING]: Help Center Knowledge Base Breaking Change
- [BREAKING]: Search API Breaking Change
- New Via Type for Zendesk Mobile apps
- [BREAKING]: Holiday Hours Breaking Change
Administrators
Zendesk basics
- ★ Share your expertise with our easy-to-use form!
- ★ Professional and Enterprise resources
- ★ Zendesk glossary
- ★ Best practices docs
- Adding agent seats to your subscription
- About the System Status page
User access and security
- Configuring how end-users access and sign in to your Zendesk
- Security best practices
- Setting up an open Zendesk
- Setting up a restricted Zendesk
- Setting up a closed Zendesk
- Setting up to provide email-only support
Users, groups, and organizations
- Enabling multiple organizations for users (Professional and Enterprise)
- Using bulk user delete for spam control
- Adding custom fields to organizations
- Adding custom fields to users
- Managing users
- Assuming end-users
Tickets
- ★ Multibrand resources (Professional Add-on and Enterprise)
- Creating and applying branded ticket forms
- About ticket fields
- About custom field types
- Using custom ticket fields in business rules
- Adding custom fields to your tickets and support request forms
Channels
- Using restricted Help Center content with the Web Widget
- About Contextual Help for the Web Widget
- Channel Integrations: Google Play integration
- Zopim-Zendesk integration v2 FAQs
- About Zendesk channels
- Setting up Zopim Chat in Zendesk
- ★ Email help
- ★ Getting started with email in Zendesk
- About mail loops and Zendesk email
- Forwarding your incoming support email to Zendesk using Yahoo
- Forwarding your incoming support email to Zendesk using Gmail/Google Apps
- Forwarding your incoming support email to Zendesk using Outlook/Exchange
Voice
- ★ Voice resources
- ★ Advanced Voice resources
- ★ Getting started with Zendesk Voice
- Using a Google Voice number for Failover
- Zendesk Voice usage credit discount
- Adding Voice numbers
Help Center
- ★ Help Center resources
- ★ Getting started with Help Center
- ★ Self-service best practices docs and tips
- Allowing agents to add, edit, and delete articles in knowledge base sections
- Allowing agents to edit and delete posts in community topics (Professional and Enterprise)
- Restricting access to knowledge base content
Support workflow
- ★ Triggers resources
- Troubleshooting triggers and automations
- Setting up Guided mode (Enterprise)
- About triggers and how they work
- About automations and how they work
- Streamlining workflow with time-based events and automations
Reporting and performance
- ★ Insights recipes reference (Professional and Enterprise)
- ★ Insights resources (Professional and Enterprise)
- ★ SLA resources
- ★ NPS resources
- Working with satisfaction reasons (Professional and Enterprise)
- Troubleshooting your Net Promoter Score℠ survey
Multiple language support
- Configuring your Zendesk for your locale and language
- Language codes for Zendesk-supported languages
- Configuring your Zendesk to support multiple languages (Professional and Enterprise)
- Providing multiple language support with dynamic content (Professional and Enterprise)
- Exporting and importing dynamic content (Professional and Enterprise)
- Detecting an end-user's language from an email message
Best practices and recipes
- ★ Best practices and recipes reference
- Insights recipe: Reporting on nested drop-down fields
- Insights recipe: Measuring the number of incidents by problem
- Insights recipe: Unsolved tickets by group
- Insights recipe: Reporting on full resolution time
- Insights: Solved tickets by agent
Integrations
- JIRA: Linked tickets reporting
- Setting up Zendesk for Microsoft Outlook Groups Integration
- Setting up Zendesk for Trello Integration
- Setting up and using Zendesk for HipChat
- Setting up Zendesk for Hubspot integration
- Setting up Zendesk for Microsoft Outlook Integration
Extending your Zendesk
- Installing and using the Pathfinder app (Professional Add-on and Enterprise)
- Using the Apps Marketplace
- Managing your installed apps
- Creating integrations using the HTTP target
- Using the Zendesk Agent Notification App
- Setting up the Time Tracking app (Professional and Enterprise)
Product policies
- Business Continuity and Disaster Recovery
- Subprocessors and Subcontractors
- Zopim's Data Deletion Policy
- Addressing data privacy for Zendesk and Zopim in light of the recent European Court of Justice decisions regarding the EU-US Safe Harbor Framework
- Notice for end-users who accidentally reach Zendesk for support
- Zendesk’s Data Deletion Policy
Zendesk Classic and Web Portal
- Preventing spam in Web portal
- Changing default text strings with JavaScript
- Appending locale IDs to language restricted forum content URLs (Web portal)
- Creating and managing content in your Web portal
- Setting up and managing your Web portal
- Pinning articles (Web portal)
Support tips
- ★ About Support Tips
- Generating a traceroute for troubleshooting
- Setting up a requests-only (tickets-only) Help Center
- A guide to Help Center for Web Portal users
- Creating custom metrics in Insights
- Getting an OAuth access token for testing purposes
Agents
Agent Guide
- ★ Introduction to the Zendesk agent interface
- ★ Zendesk search reference
- Viewing user profiles from Help Center
- Passing an email to your support address
- Zendesk advanced search
- Searching tickets
Developers
Total Beginners Guide to the Zendesk Platform
Zendesk REST API
- ★ Zendesk REST API basics
- Common tasks performed with the Zendesk API
- Installing and using cURL
- Working with JSON
- Zendesk REST API tutorial - Python edition
- Zendesk REST API tutorial - Perl edition
Zendesk Apps framework
- ★ Zendesk Apps framework basics
- Building your first Zendesk app - Part 1: Laying the groundwork
- Building your first Zendesk app - Part 2: Designing the user interface
- Building your first Zendesk app - Part 3: Creating and inserting templates
- Building your first Zendesk app - Part 4: Getting data
- Building your first Zendesk app - Part 5: Installing the app in your Zendesk
Zendesk Mobile SDKs
- Quick start: Building an iOS app that lets users chat with agents
- Quick start: Building an iOS app that lets users get support
- Zendesk SDK integration checklist
- Building a dedicated JWT endpoint for the Support SDK
- Hide the "Leave a message" button in the Chat SDK
- Using the Chat SDK APIs to show the number of unread messages (iOS)
Channel framework
- Channel framework startup tutorial - Overview
- Channel framework startup tutorial - Step 1: Setup the developer environment
- Channel framework startup tutorial - Step 2: Get resources from the origin service (Polling)
- Channel framework startup tutorial - Step 3: Post new resources to the origin service (Channelback)
- Channel framework startup tutorial - Step 4: Connect the integration service to Zendesk - Part 1 (Admin UI, Manifest)
- Channel framework startup tutorial - Step 5: Connect the integration service to Zendesk - Part 2 (Zendesk app)
Reference docs
Support Tech Notes
Billing and Account Settings
- Apply a promo code
- Can I purchase different plan licenses for different agents within the same Zendesk?
- Can I trial a different plan level than Professional?
- Canceling a Zendesk trial
- Canceling your account
- Downgrading from Plus to Essential
User access and security
- Agent group permissions and searching tickets
- Authentication Required window popping up on tickets
- Can I change my own user role in Zendesk?
- Can I use both social media and SSO for user authentication?
- Change account owner when no longer there
- Ensure your SSL CSR contains the required information for the Certificate Authority
Users, groups, and organizations
- Bulk updating users
- Can I disable the welcome email for end users?
- Date format incorrect on CSV user upload
- End-user's location
- How can I export a list of users?
- How can I export users' email addresses from Zendesk?
Tickets
- A trigger notification should have gone out, but did not – additional considerations
- Adding images as hyperlinks in ticket comments
- Can a custom field calculate an equation?
- Can a ticket have multiple assignees at one time?
- Can I automatically CC all users in an organization?
- Can I delete comments in my tickets?
- Agent name in personalized email replies and comments
- Can I enable personalized email replies for specific agent groups?
- Changing the user welcome and verification email text
- Checking outbound email notification delivery status when using Send email via Gmail
- Do I need a new Zendesk support email for each external address I connect?
- Duplicate tickets from Gmail Connector
Social Media
Help Center
- Archive Help Center articles
- Can different agents update the Help Center template at the same time?
- Can I automatically add a Help Center article's content into a ticket?
- Can I customize my Help Center's login page and popup?
- Can I embed media in Community posts?
- Can I execute code in Help Center based on article labels?
Voice
- Are end-users notified when a call is recorded in Zendesk Voice?
- Can I change the Zendesk Voice ringtone?
- Can I download call recordings?
- Can I route certain callers to the top of the Voice queue?
- Country code for outbound calls
- Does Zendesk Voice offer virtual queue technology?
Zopim
- A Zendesk ticket was not created from Zopim chat: Getting the transcript to Zendesk
- Can I have multiple Zopim chat accounts integrated with one Zendesk?
- How can I simulate a Zopim chat for testing?
- How do chat-only agents log in to Zopim?
- Why isn't Zopim appearing on my site?
- Why won't Zopim load for me?
Web Widget
Business Rules
- Agents and customers cannot close tickets
- Automations based on ticket subjects
- Can I configure an automation to check conditions in minutes instead of hours?
- Can I create a folder to drag/drop tickets into?
- Can I sync my Zendesk macros and Zopim shortcuts?
- Can I use markdown in email notifications sent by triggers or automations?
Reporting and performance
- Generating a user last login date list
- "Unexpected end of string" error in the Insights Metric Editor
- Add a sum row or column to Insights reports
- Can I create a view of the Time Tracking app data?
- Can I provide users access to specific tabs within a restricted Insights dashboard?
- Change metric labels on Insights legend
Multiple language support
Add-ons
Apps and Integrations
- Apps button missing in agent interface
- Attaching Box files to tickets
- Authentication for Zendesk into Salesforce not working
- Connecting multiple Shopify stores to Zendesk
- Does Zendesk have an integration with WhatsApp?
- Does Zendesk integrate with Azure Active Directory SSO?
API
- Adding a comment to a ticket via the API
- API documentation
- Attach files via API
- Generating a new API token
- Help Center bulk subscriptions API option
- Multiple Brands and the Zendesk Core and Help Center API
Mobile
What's happening
Promoted articles
- Start here for Zendesk training options--including 3 Zen Us this Fall
- Check out the September Zendesk on Zendesk: How we manage customer satisfaction surveys and ratings
- Check out the September Fine Tuning: How to build your ideal Zendesk
- Coming Soon: New Ticket Comment Filters
- Changes to Views, Triggers, and Automations Management
- Default for Drop Downs
- Introducing attachments for the Web Widget
- Check out the Zopim Community Roundtable
- Introducing Zendesk Voice Transfer to Group
- Improvements to the end-user experience submitting and viewing requests in Help Center
- Announcing Pathfinder app enhancements
- Attend a Zen U Training Day in November!
- Current and upcoming Zendesk betas
- What is being deprecated? [Updated: July 7]
- How does Zendesk deprecate support for external technologies (browsers, devices and integrations)?
- How much notice will Zendesk give for deprecations?
- How will Zendesk communicate deprecation?
- Why does Zendesk deprecate features and functionality?
- Share your expertise with our easy-to-use form!
- Professional and Enterprise resources
- Zendesk glossary
- Best practices docs
- Multibrand resources (Professional Add-on and Enterprise)
- Email help
- Getting started with email in Zendesk
- Voice resources
- Advanced Voice resources
- Getting started with Zendesk Voice
- Help Center resources
- Getting started with Help Center
- Self-service best practices docs and tips
- Triggers resources
- Insights recipes reference (Professional and Enterprise)
- Insights resources (Professional and Enterprise)
- SLA resources
- NPS resources
- Best practices and recipes reference
- About Support Tips
- Introduction to the Zendesk agent interface
- Zendesk search reference
- Zendesk REST API basics
- Zendesk Apps framework basics