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 disaster, but I am having agents assigned work that have been in offline status for hours, or at lunch (which is set for no capacity). What am I missing?
I currently have it set up to route via queues and then groups. I just don't know what else to do, I am monitoring it constantly now. Any ideas?
So we have our main inbound phone line, and our daily shift sees 2-3 agents scheduled to take calls. All of our agents rotate between this shift and being on “backup duty” day-to-day, but currently they have to manually track the Talk queue and jump online when it gets too high, or the agents on the primary shift have to ping them.
Ideally we’d like to have an overflow rule where the backup agent for the day could be online all day, but only have calls routed to them if both agents on the primary shift are busy.
Since all our agents rotate shifts as the primary and backup, it isn’t feasible to set this up as 2 groups which agents are added to and removed from on a daily basis.
Is there a way to easily have agents choose which line they’re available on on a daily basis or to set up an overflow like this, without having to add and remove them from groups? Am I missing something?
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 back in March, sent in the app for review in late March, and after six weeks of back and forth on security questions and asset checks, it's officially listed.
Free nav bar app, three clicks to install, gives you a quick health check of your instance — broken trigger references, orphaned automations, unused macros, that sort of thing. The paid platform behind it adds snapshots, diffs, dependency mapping, and What-If simulation, but the free app is genuinely useful on its own.
https://www.zendesk.com/marketplace/apps/support/1236340/configly
Happy to answer questions about the build, the review process, or what the platform actually does. The hardest part was honestly waiting six weeks for code review. The Zendesk reviewer (shout-out to Tipene) was thorough but fair.
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 connect existing Claude, ChatGPT, or Gemini accounts to Zendesk, either directly, through something native in Zendesk, or via a third-party app?
I’ve noticed that a lot of automated ticket-resolution services are extremely expensive, often around $1+ per ticket.
Personally, I can answer up to 60 emails in 60 minutes, and I could also hire someone for much less than that to handle the replies manually.
The goal is to save time, but also save money — not replace one cost with an even higher one.
Has anyone found a practical, affordable setup that works well for ecommerce support tickets? That actually responds ,or make changed to the Shopify order etc.
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 when getting different departs in.
I will say most departments are utilizing a shared mailbox for tracking/contacts between end users.
So we’ve been using Zendesk as our Knowledge Base for our b2b platform. We have over 500 docs in it and searchability is quite poor; pretty much every keyword one can search for brings ups dozens and dozens of results, and top content isn’t there. We haven’t made much use of labels or the tags (we’ve been using tags as module identifiers i.e; you need to have X module activated for this feature). I was wondering for those who use it as a KB, how do your organize your content? How do you use the tags and labels ? Any tips and tricks/best practice you can share ? Thank you !!
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 that sits on top of your ticketing system (Zendesk, Intercom, Chatwoot, etc.) and helps you draft replies to customers.
Instead of switching tabs or prompting ChatGPT manually, you click a button directly inside the ticket UI, and it suggests a response.
The interesting part is how the response is generated:
So it’s basically a domain-aware support copilot that knows your product and your tone.
Appreciate any thoughts - even “this already exists and you’re late” is helpful
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 assigned to other agents.
However, it appears that the out of office status must be managed by the admin, not the agents themselves. Is this true? This will create more work than needed for our administrator. Is there another solution that can do this reassignment automation, while allowing the agents themselves to set their OOO status?
Here is the article I found, unsure if others have figured out a way to have the OOO status update allowed
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 so I have to change back to light mode just to work a single ticket.
It's not every ticket and I haven't been able to find any sort of commonality each time it happened. At first I thought it was an Internal note, as those always seem to get the brown background, but I see some internal notes with black text and some with white text.
Does anyone know why this might be? Is there something I can change in my profile settings to change this? I'm at a loss as to why it happens sometimes and not others.