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Support Tech Notes
Support Tech Notes
Billing and Account Settings
Apply a promo code
Can I get a refund for my cancelled subscription?
Can I purchase different plan licenses for different agents within the same Support account?
Can I retroactively add holidays to a schedule?
Can I schedule a cancellation date for my account?
Can I trial a different plan level than Professional?
See all 35 articles
User access and security
Users are getting malicious content and red harmful programs warning screens when trying to access ticket attachments
ADFS SAML assertion missing user information
Agent group permissions and searching tickets
Agent suddenly downgraded to end-user
Authentication Required window popping up on tickets
Can I add DNS settings, such as DKIM or SPF to Zendesk's domain?
See all 34 articles
Users, groups, and organizations
How can I get a list of users who aren’t associated with any organization?
Bulk updating users
Can end-users share an email address?
Can I be notified when a new user is created?
Can I disable the welcome email for new end-users?
Can SSO (SAML or JWT) create organizations?
See all 37 articles
"Recently viewed tickets" preview is blank
A trigger notification should have gone out, but did not – additional considerations
Adding images as hyperlinks in ticket comments
Adding images in a ticket body
Adding the SLA breach countdown to your views
Are tickets and ticket data kept permanently on my Zendesk?
See all 91 articles
Agent name in personalized email replies and comments
Are SMIME Emails supported?
Are there any space or sending limitations on email notifications imposed by Zendesk?
Can I add custom ticket field values to e-mail notifications?
Can I enable personalized email replies for specific agent groups?
Can I send out mass emails campaigns to customers from Zendesk?
See all 40 articles
Auto response Facebook private messages
Facebook Business Manager for Zendesk
Some tweets are not creating tickets
When trying to add my Facebook page it says I am not an Administrator
Why aren't comments from Facebook posts being added to tickets?
Why does Facebook create tickets for private messages from robots?
See all 9 articles
Why am I seeing differences in Google Analytics versus Help Center reporting overview?
Archive Help Center articles
Can agents submit requests from the Help Center?
Can different agents update the Help Center template at the same time?
Can I add attachments to comments in my knowledge base or Community?
Can I add custom fields to my end user's request page?
See all 88 articles
Alert customers of your Text only support line
Are end-users notified when a call is recorded in Zendesk Talk?
Average Wait Time and how to verify when it triggers the message
Call not coming through with the 'Record using a phone' option
Can I add more than one Talk number on the Support Essential or Talk Lite plan?
Can I add my country's number in Text?
See all 55 articles
Can Chat widget customizations carry over to Web Widget after Chat is enabled?
Can I cancel my Zendesk Support account and maintain my associated Zendesk Chat account?
Can I change the timing of my email reports from Zendesk Chat?
Can I have multiple Zendesk Chat accounts integrated with one Zendesk Support account?
Cancel Zendesk Chat
Chat analytics reports are not received via Microsoft Exchange/Office 365 on Phase 2 accounts
See all 41 articles
Can I change the text in the Web Widget?
Can I exclude articles or sections for the Web Widget Help Center search?
Can I have different versions of the Web Widget on different websites?
Changing the color of the Web Widget/ Chat Widget
Custom ticket fields on the Web Widget
How do I display the Web Widget to signed in users only?
See all 10 articles
"Ticket is Created" vs. "Ticket is Updated"
A customer set a ticket to solved in the Help Center support requests, how do I create a trigger to know when this happens?
Agents and customers cannot close tickets
Automation with "Hours since assignee update" is not firing
Automations based on ticket subjects
Can I configure an automation to check conditions in minutes instead of hours?
See all 56 articles
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
Average vs Median
Calculating the total average of individually averaged values
Can I create a view of the Time Tracking app data?
See all 72 articles
Multiple language support
Changing the language of your Support portal
How to tag tickets based on requester's language
I've enabled multiple language support but text isn't translated
Overview of importing dynamic content translations
Send localized content to a web service
Can I bulk import users into a customer list?
Can you edit users from customer lists?
I receive an error when trying to send a NPS survey
Why do some users doesn't have their email address listed in my customer list?
Apps and Integrations
Does Zendesk offer an embeddable contact form tool?
401 Console Errors on JIRA
Add Support tickets under accounts using Salesforce Lightning
Apps button missing in agent interface
Attaching Box files to tickets
Authentication for Zendesk Support into Salesforce not working
See all 61 articles
Adding a comment to a ticket via the API
API Client Support For Methods/Endpoints
API input/import tool
Are API tokens user specific or account wide?
Are ID values in Zendesk capped at a certain length?
See all 24 articles
"Invalid view please update the view definition" error message on the mobile app
Can I use my installed apps and integrations on the Zendesk Support mobile app?
Chat mobile app authentication
Chat SDK: How to fix the attachment icon not showing in your mobile app
How can I report on activity my customers do in my Mobile SDK implementations?
Mobile App - Login Issues - iOS or Android
See all 8 articles
Can I make a contact form or Web Widget for my Inbox account?
How do we add new team members to our Inbox account?
How do we change when team members receive conversation notifications?
What is the "Inbox" in my Inbox account?
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