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Zendesk Team
Joined Apr 14, 2021
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Latest activity by Zendesk Team
Zendesk Team created an article,
Question
Why are all of my end-users called Mobile App User in the Support SDK?
Answer
If you see a lot of end users called Mobile App User, that means that they all come from your SDK integration. This is the default name given.
To change their name, your developers need to set the identity for those users and add in additional details like name or email. For more information, see the documentation here: iOS and Android.
Example for iOS
Swifft
let identity = Identity.createAnonymous(name: "John Bob", email: "johnbob@example.com")
Zendesk.instance?.setIdentity(identity)
Objective-C
id userIdentity = [[ZDKObjCAnonymous alloc] initWithName:@"John Bob"
email:@"johnbob@example.com"];
[[ZDKZendesk instance] setIdentity:userIdentity];
Example for Android
Identity identity = new AnonymousIdentity.Builder()
.withNameIdentifier("John Smith")
.withEmailIdentifier("jsmith@example.com")
.build();
ZendeskConfig.INSTANCE.setIdentity(identity);
When attempting to update an anonymous identity, review this article to learn about the lifecycle of an anonymous identity: How anonymous identities work in the mobile SDKs.
Edited Dec 14, 2022 · Zendesk Team
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Zendesk Team created an article,
This article provides a roundup of the new features released in Zendesk over the last few months. To learn more about these features, register for the What's New webinar.
Zendesk Support features
- Add apps to your editor toolbar, so you and your agents can easily access Editor Apps directly in the Rich Text Editor in Zendesk Support. See Zendesk Apps Framework.
- Inbound HTML email processing reads any HTML formatting included in an email and processes it into your incoming Support tickets. Everything you see in your inbox will be included in the ticket, so agents won't miss any of the ticket's context.
- Multi-group macros allows you to share your macros with multiple groups at the same time. On the macro edit page, the "Agents in group" field will no longer limit entries to a single group. See Creating personal or shared macros (administrators).
- New JIRA integration feature gives you a better way to share information between JIRA and Zendesk Support. You can now sync Support ticket and JIRA issue data in near real time, using Field Syncing. See Using the JIRA field syncing feature.
- Improvements to the Salesforce integration increases the sync limit from 20k records to 250k records and includes new functionalities to make syncing data between Zendesk Support and Salesforce easier.
- Ticket forms are now available on Support SDK and Web Widget, so you can collect ticket field information when a user submits a new request via the Support SDK or Web Widget. If you update your ticket forms in Zendesk Support, those changes will immediately appear in your apps. See Creating ticket forms to Support multiple request types (Professional Add-on and Enterprise).
Zendesk Chat features
- Updated Real-Time Monitor keeps track of your most important Chat metrics. The updated dashboard includes additional metrics, filters, customizing options, and a thirty-minute rolling window. See Monitoring real-time chat metrics.
Zendesk Talk features
- Callback from queue allows callers to opt out of waiting and request a callback when an agent becomes available instead. See Allowing customers to request a callback (Talk Advanced).
- Call monitoring lets Zendesk admins listen in on a call without alerting the customer or the agent, join calls when an agent requires assistance, and then leave without disturbing the call. See Monitoring call with the Live calls dashboard (Talk Advanced).
Zendesk Guide features
- Updated admin interface and Help Center navigation, so you can navigate and access your Guide settings easier. See Introducing Guide- The evolution of Help Center
- History view displays every article change made, so you can follow up with agents if any issues occur. See Viewing events in History view (Guide Professional).
- Automatically add Web Widget to Help Center by simply toggling a switch in your widget settings. You no longer need to copy and paste the source code. See Adding the widget to your website or Help Center.
Edited Oct 26, 2021 · Zendesk Team
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Zendesk Team created an article,
This article provides a roundup of the new features released in Zendesk over the last few months. To learn more about these features, register for the What's New webinar.
Zendesk Support features
- Contact options in the web widget gives customers the option to either leave a message or live chat with an agent. See the Web Widget API in our developer documentation.
- Zendesk kit for Fabric allows you to use Zendesk and Fabric together to build personalized customer support and self-service into your mobile app. See Using the Support SDK with Fabric.
- Pathfinder for mobile app displays the articles your customer has read and searches made when looking for support in your mobile app. See Pathfinder in the Zendesk Apps Marketplace.
- Link problem and incident tickets in your mobile apps, so you can view linked tickets, or link an incident to a problem all from your mobile app. See Working with problem and incident tickets.
- Update to mobile app views makes it easy to access your most frequently used views by configuring what views appear in the view selector. See Configuring views.
Zendesk Chat features
- Custom Chat roles allows you to create unique roles and permissions for individual agents and groups. See Creating roles and assigning permissions.
- Skills-based Routing assigns chats to your agents based on their specific skills and capabilities. See Routing chats based on agent skills.
- Conversion Tracking measures how effectively chats are influencing your conversions and sets business goals. See Measuring business goals with conversion tracking.
- Zendesk Message helps you engage with customers on your different messaging app. See Getting started with Message.
Zendesk Talk features
- Priority numbers moves calls from VIP customers to the head of the call queue. See Setting number priority.
- Outbound Caller ID allows you to select the numbers your customers see when you place an outbound call. See Adding an external number for outbound calls.
Zendesk Guide features
- Answer Bot uses machine learning to answer support tickets with potentially relevant knowledge base articles from your knowledge base. See Answer Bot resources.
- User segments makes it easy to restrict access to your knowledge base or community topics through creating custom agent or end-user segments based on tags, organizations, or groups. See Creating user segments to restrict Help Center access.
- Drag and drop images into articles, so you can easily insert images from your local file system to Guide's article editor. See Inserting images in articles.
Edited Oct 26, 2021 · Zendesk Team
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Zendesk Team created an article,
The SLA Event Tracker App provides a quick and easy interface that displays Service Level Agreement (SLA) data about the ticket in Zendesk Support. The app provides an agent with a quick view of a ticket's progress against any applicable SLAs. This allows users to see when SLA metrics have been applied, fulfilled, or breached.
This article contains the following topics:
Installation
- In Zendesk Support, click Admin (
), then select Apps > Marketplace. Enter "SLA Event Tracker" in the search bar at the upper right of the page.
- Double-click on the SLA Event Tracker app icon, and click Install.
- In the Installation section, enter a name for the SLA Event Tracker app, enable group and role restrictions if required. These configuration options are also available after installation by navigating to Admin > Apps > Manage.
- Click Install.
Using the app
After opening a ticket that has an SLA applied, you will see information similar to the following in the ticket app sidebar, as it applies to the SLA for your specific ticket:
If the ticket doesn't have a SLA assigned, then you will see the following notification:
The app also include links to common questions and instructions on how SLAs work in Zendesk Support. The About SLA and Troubleshoot buttons take you to helpful articles within our knowledge base, and the Glossary button shows you the various terms associated with SLAs and their definitions.
Edited Oct 26, 2021 · Zendesk Team
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Zendesk Team created an article,
This article provides a roundup of the new features released in Zendesk over the last few months. To learn more about these features, register for the What's New webinar.
Zendesk Support features
- Macro previews, a fully keyboard navigable experience allows agents to quickly preview the content of a macro before applying it to a ticket.
- Trigger revision history lets admins to keep track of configuration changes made to individual triggers, view who made the change and when it was made, and the exact configuration.
- With multi-org support for Salesforce integration, separate Salesforce contacts that share the same email address, but belong to different accounts, can be connected in Zendesk Support to a single user belonging to multiple organizations.
- Version 4 of the JIRA app adds many long-awaited usability improvements, like the user configurable issue creation form. The app is now also faster, better looking, and more functional. See Setting up the JIRA for Zendesk Support integration and Using the JIRA for Zendesk Support integration.
Zendesk Chat features
-
Real-time queue updates in the widget let customers know their position in the queue, helping you manage customer expectations and agent capacity during peak periods.
- Emoji support in Chat allow you to add personality to your chat conversations.
Zendesk Talk features
- Talk Enterprise is a new plan that provides growing teams and call centers with the tools and hands-on support they need to successfully deliver phone support at scale.
- Textback from IVR provides callers with more flexibility by giving them the option to request text message support from an IVR or phone tree. See Routing incoming calls with IVR (Professional and Enterprise).
Zendesk Guide features
- Article revision history in Guide Professional helps you track versions of an article in your knowledge base, so you and your team can more easily keep track and manage content changes. Like Google Docs, it enables you to see who made edits and what updates were made to the article title and body. You can also restore previous versions if something went awry. Combined with the history view feature, article revisions serves up more transparency into the evolution of your knowledge content. See Viewing article revisions and history.
- The Knowledge Capture app empowers agents to capture knowledge and build on it over time to improve your knowledge base and self-service outcomes. See Installing the Knowledge Capture app (Guide Professional) and Working with the Knowledge Capture app (Guide Professional).
Edited Oct 26, 2021 · Zendesk Team
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Zendesk Team created an article,
Just like all software, there are external technologies that can influence the services and features we can offer. Technology and businesses change all the time. Many improve, but some become dated or even decease.
Zendesk is sometimes able to predict, or even control, when those external technologies affect our software. Sometimes we have to react quickly, and with little notice. As a result, we are unable to commit to the same notice periods as our main software offerings.
External technologies defined
The following defines a number of technologies that Zendesk considers as external, and as such our usual policy around feature removal timings and warnings do not apply.
- Browsers - Everyone has a favorite (and those they loathe!), and it's generally how you access the web and Zendesk's software. Every browsers is a little different from the other, including having different support for different web technologies. Some of this support also has an impact on your security on the web. Browsers run on both desktops or laptops, as well as mobile devices.
- Operating Systems - This is the underlying platform that all of your software runs on. This includes, but is not limited to: Microsoft Windows, Apple OSX, Google Android, Apple iOS. Operating Systems run on devices. Operating systems run on both desktops or laptops, as well as mobile devices.
- Web Technology - Technology progresses at an ever increasing rate, and Zendesk makes use of a number of web technologies. These are usually developed by external companies, but Zendesk also produces its own technology. Web technologies includes, but are not limited to: Java, WebRTC, Data Protocols, Node, Radar. Both Browsers and Operating Systems can also have negative impacts on Web Technology.
- Programming languages - You could consider this a type of web technology, though they're normally much more stable than web technologies. Nonetheless, languages do change over time. Those changes sometimes remove functionality, and sometimes introduce it. The introduction and removal is usually affected by changes in Browsers and Operating Systems. Programming languages include: HTML, JavaScript, CSS, Ruby, Python.
- Integrations - Zendesk has good control over its integrations. Integrations occur when Zendesk combines forces with another software, service or platform. Those services, platforms and software can also integrate with Zendesk. Because those services, platforms and software are maintained by other companies, they can introduce changes that may results in that integration now longer being viable. Similarly, Zendesk can also make changes which negatively impact integrations.
- Governing bodies - OK, not strictly a technology. Zendesk is a global company, and as a result we are affected by the laws and restrictions of various governing bodies. This can include countries themselves, or indeed political unions such as the European Union.
This is a non-exhaustive list of external technologies.
Removal of support for external technologies
The removal of support for an external technology usually means that Zendesk will continue to operate when using those external technologies. However, how well Zendesk operates entirely depends on the external factor themselves. It is not possible for Zendesk to predict when, how or to what extent Zendesk will perform undesirably with those external technologies.
Browsers and Operating Systems are the most common technologies that will experience removal of support, because these are the external technologies which change often. For example, Internet Explorer 9 and Internet Explorer 11 are completely different browsers. They have different support for web technologies and programming languages, as well as security.
Communicating removal of support due to external technologies
Due to the nature of external technologies, it is not always possible for us to provide the same amount of notice as we do for those technologies that are under our control.
Where possible, here is what Zendesk will do:
- Attempt to provide at least 90 days notice when a breaking change may occur due to external technologies
- Attempt to provide at least 30 days notice when we can no longer support an external technology. Removing support for an external factor does not mean immediate breaking changes
- Attempt to provide as much information behind why an external technology is negatively impacting your use of Zendesk
- Attempt to provide as much assistance as is reasonable for you to use an alternative external technology to continue use of Zendesk
Unfortunately, some external technologies do not offer us much - if any - notice when a change they make breaks or negatively impacts Zendesk functionality.
Edited May 09, 2023 · Zendesk Team
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Zendesk Team created an article,
Brief Overview
Zendesk will engage with security researchers when vulnerabilities are reported to us as described here. We will validate, respond, and fix vulnerabilities in support of our commitment to security and privacy. We won’t take legal action against, suspend, or terminate access to the Service of those who discover and report security vulnerabilities responsibly. Zendesk reserves all of its legal rights in the event of any noncompliance.
How can I participate?
If you discover a security vulnerability, we encourage you to report it by following these steps:
- Sign up for an account at hackerone.com, if you do not have one already.
- Share the details of any suspected vulnerabilities by filing a report. Additional information can be found on our Responsible Disclosure Policy page.
- Our Security Ops team will evaluate your report and inform you of the status of your report.
- Reports that carry an acceptable risk but demonstrate a valid security-related behavior will be closed as informative
- Identical reports will be marked as “Duplicate[s]” of the original submission; the original report can be marked as (but not limited) to “Triaged”, “N/A”, or “Informative.” - If you are the first to submit a report for a valid vulnerability, our team will be in contact with you to discuss the conditions of the bounty. Any duplicate reports will not be rewarded.
Report Guidelines
In your report, please include the following information:
- Vulnerable URL - the endpoint where the vulnerability occurs;
- Vulnerable Parameter - if applicable, the parameter where the vulnerability occurs;
- Vulnerability Type - the type of the vulnerability;
- Vulnerability Description - a detailed description of the issue
- Steps to Reproduce - step-by-step information on how to reproduce the issue
- Screenshots or Video - a demonstration of the attack
- Attack Scenario - an example attack scenario may help demonstrate the risk and get your issue resolved faster
Where can I find more information?
This article is meant to be a brief overview of Zendesk's Bug Bounty Program. For full details, please view our official posting here: https://hackerone.com/zendesk
Edited Jan 18, 2023 · Zendesk Team
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Zendesk Team created an article,
Question
Are incoming ticket attachments scanned for viruses?
Answer
Zendesk has an online system that scans uploaded attachments to tickets. For more information on this feature, see this article: Managing malicious attachments.
Zendesk recommends installing an antivirus solution on all of your agents' devices as malicious attachments can come from other places besides Zendesk tickets.
Edited Jan 22, 2024 · Zendesk Team
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Zendesk Team created an article,
Question
How do I create a trigger based on a ticket subject?
Answer
The Subject text condition scans the ticket subject text. Use this condition to create triggers based on a ticket's subject text with the following operators:
- Contains at least one of the following words (separated by spaces)
- Contains none of the following words (separated by spaces)
- Contains the following string
- Does not contain the following string
For more information, see the article: Creating triggers for automatic ticket updates and notifications.
Edited Feb 10, 2025 · Zendesk Team
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Zendesk Team created an article,
Question
Can I create an SLA for agent-created tickets?
Answer
You can create a First reply time SLA on agent-created tickets in certain situations, such as if the agent creates a child ticket in a side conversation, or when the agent creates a ticket with themselves as the Requester. Depending on how the ticket is created, the target may not activate or may behave differently.
Other targets such as the Total resolution time, Agent work time, Requester wait time, Next reply time, and Periodic update time still apply if the ticket immediately meets the SLA policy criteria on agent-created tickets.
Periodic update time is the best option to immediately apply an SLA to agent-created tickets.
For more information, see the articles:
Edited Sep 18, 2024 · Zendesk Team
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