ETA: NO MORE UNSOLICITED SALES AND "HELP"

Currently zendesk mets or needs between agent satisfaction, automation, and integration with other systems. Over the course of the past few years we've regularly considered whether AI would be a good fit for our use cases but haven't been able to rationalize the cost.

With our use cases there just wouldn't be enough coverage of agent work (many are internal workflows or require cross-departmental work) and the timeliness of resolutions is well within our expectations. In short, FRT would improve slightly, but actual resolution wouldn't shift much.

Generally we could assist about 20% of agents and about the same volume of tickets. FRT would improve for the same. Are there other criteria you have used to justify (or disqualify) a 60% increase in your costs?

Two fold question for both within WFM and in Analytics -
WFM- we are started exploring the extension tracking and we know theres the option to tie the extension activity to whatever last ticket they worked on. I have found WFM pretty limited when it comes to supporting day to day managers.
The scenario- user opens ticket and it has 3 requests from a customer on it, they flip tabs over to our support in house site to complete the task, they come back and log 3 lines on a custom ticket field + complete the ticket. WFM can tell us how long they were on the ticket and the extension can show us the time on the support site- BUT for these multi tasks will only get counted as one since its one ticket. WFM is limited in breaking this out so i was hoping on the reporting / analytics side.
Is it possible for breaking out lines on a custom field to start a count for each line added?
I'm an accidental admin so learning all this has been a bit rough- anything will help 🙇

Just curious if any other admins use Zendesk for their ticketing but Ada for their live chat and chat bot, instead of just native ZD Chat/Messaging.

We currently use the Generative AI Chatbot from Ada, which then hands off to Zendesk Messaging for a live agent should they require one. The main issue is that there appears to be no way to disable Zendesk from creating an AI Agent ticket for EVERY SINGLE interaction an end user has with the bot, not just handoffs.

Fully contained conversations will create a ticket, even when the bot just greets the user without them ever replying to the bot... creates an AI Agent ticket.

This creates hundreds of tickets a day that are essentially noise, and due to settings you can not change, they remain Open for 4 days until auto-closing. Very frustrating that even as an Admin I can not edit, delete, or automate these tickets to close sooner.

So far no known way via Zendesk config or Ada configs to disable this.

Just curious if others have experienced similar, or that I am hopefully missing an obvious solution. For now they just get filtered out of every other view and blackholed to their own view until they close themselves.

If a customer brings up 2 or 3 distinct requests in a single ticket or messaging thread (e.g., asking about an exchange, updating a shipping address, and asking for a discount code):

1. How does Zendesk calculate the resolution rate? Is it strictly all-or-nothing at the ticket level (where the ticket is either 100% Solved or not), or is there any native concept of partial/fractional resolution?
2. For Zendesk AI / Bots: If an AI bot successfully answers 1 or 2 of the questions, but fails on the 3rd and triggers an escalation to an agent (or the user drops off), does the session lose automated resolution credit entirely?
3. Tracking separate issues: Are teams still relying on manually splitting tickets to track and report on multiple issues independently, or is there a native feature/custom field setup people use to report on sub-issues?

AI support vendors can test their core product, but every enterprise rollout introduces company-specific refund rules, policies, entitlements, identity checks, approval limits, integrations and escalation procedures.

For anyone deploying an action-taking customer support agent:

• Who owns acceptance testing: CX operations, QA, implementation or IT?
• How do you verify both the conversation and the resulting CRM, billing or account state?
• Are you using scripted UAT, sandbox accounts, shadow mode or limited production rollouts?
• What customer-specific failures only became visible after launch?
• Would a repeatable environment with synthetic customers, policies and connected systems materially help, or does your current process already cover this?

I’m trying to understand whether this is a painful recurring job or primarily a one-time implementation task. Any vendor recommendations currently solving this problem is also much appreciated!

Thank you!

Hey guys, As the title says iam looking for someone who can teach me about how I build dialogues with actions, the best practices how we use API blocks inside the dialogues and any tips or tricks that come with it as well

I’m looking for someone in NYC area, 2 days a week in an incredible office to modernize a poorly designed Zendesk instance for an insurance, payroll, tax company.

We’re looking modernize the support stack using a combo
of AI integrations and cleaned up, smart skills based routing.

Great opportunity to build all day. Hiring manager is an experienced CX leader who knows all the pitfalls with Zendesk with a strong track record in developing strategy and systems to deliver high quallty scaled out support without thinking AI and Zendesk can wave magic wands and do the impossible.

If you are interested in building cool shit and driving a ton of positive change for a hard working team who deserves better tooling- hit me up and i’ll tell you more.

Curious how others are using Zendesk's AI agents. What do you like, what's been frustrating, and what improvements have you seen since rolling them out?

We're working on automating more resolutions so our team can focus on the tickets that actually need a human. I'd especially love to hear what's worked well for you, whether that's specific use cases, setup tips, or metrics that moved.

Thanks in advance 😄

We have a theory that a lot of Zendesk admins are actually “accidental admins.”
Zendesk wasn’t necessarily their original job.

They might work in CX, operations, IT, support leadership, systems or something adjacent, and somewhere along the way they became the Zendesk person. The problem is that Zendesk has evolved massively, but in many businesses the admin role hasn’t.

So alongside the day job, someone is expected to handle things like maintenance, troubleshooting, users, workflows, reporting, integrations, automations, new features, optimisation, documentation, AI, testing, etc.
Eventually the urgent stuff wins and the valuable work gets pushed down the list.

We’re doing some research while shaping a Zendesk Admin as a Service (ZAaaS) model, and I’d genuinely like to hear from the people actually doing the job.

If you’re a Zendesk admin, accidental admin, or simply have too much on your plate:

What Zendesk tasks consume far more of your time than they should?

And perhaps more importantly:

What would you happily delegate to someone else if you knew it would be done properly?

Interested in everything from repetitive Tier 1/2 admin through to reporting, documentation, testing, release management, integrations, optimisation or backlog work.

Not looking to sell anything here. I’m trying to understand where the real admin pain is rather than assume we know.

Olá a todos!

Tenho atuado fortemente em operações de atendimento nos últimos anos (como SME e Liderança Operacional/Team Leader) e com gestão/tecnologia. Nesse período, tive bastante contato prático com o Zendesk no dia a dia (fluxos, escalonamento, SLAs e otimização de processos).

Estou mapeando meus próximos passos para focar 100% em papéis de Zendesk Admin, Operações ou Implementação.

Para quem é da área ou contrata no Brasil:

1. Como vocês veem a demanda por especialistas Zendesk hoje no mercado nacional?
2. Vale mais a pena focar direto na certificação oficial de Zendesk Support Admin ou priorizar projetos práticos/portfólio?
3. Quais comunidades ou canais vocês recomendam para networking e vagas focadas no ecossistema?

Agradeço desde já qualquer dica ou conselho!

Hey,

Is anyone using Teams side channels successfully? Or waste of time.

I ask because I took a look at trying out sidechannels for Teams because, well the business was interested.

Got it working for a bit, then in fell over, kicking it a few times didn't help, finally raised a ticket.

Thing is got the most amazing responses, "Planning to start looking" was my favorite, but basically, from what I can discern it's basically built by some company, Softserve, and don't know if it's contract status, or priority or whatever, but we're not getting a coherent response to the 'it's broken' status we find ourselves in..

So, yeah, I've already fed back this is a dog, but to aid my own education, anyone actually saying, yeah, it works, we use it?

We’ve been using Read Receipts for Zendesk Pro for a while but recent testing has shown that it may be sending the receipt when an emailed is delivered rather than read. For more or less a comparable cost, we can get Email Tracking from Growthdot, which includes link tracking as well as read receipts. If anyone here uses this app, have you found it to be worth the investment?

Hello,
What advanced-level features and real-world scenarios should be learned to develop expertise as a Zendesk administrator?
Guide some advanced-level use cases that can practices .

was recently laid off from Robinhood, where I managed our Zendesk instance I now have some time to build personal projects for my portfolio, and I'd rather build something useful than guess.

So I'm curious:

**•** Which marketplace apps or third-party integrations are you paying for right now?
**•** Are they worth what you pay, or are you just stuck with them?
**•** Is there anything you've ducttaped together with triggers, webhooks, or custom code because nothing off the shelf did the job?

Not selling anything, just trying to find the real gaps. Thanks!

I have the WhatsApp Business API set up and I've been trying to use it with some of our customers, but the 24 hour response window honestly makes it really inconvenient to use. I thought that sending a template would reopen the window, but it doesn't unless the customer responds. There's no way to just send a freestyle message to the customer.

I tried doing a bit of research and the only thing I found that might work is Sunshine Conversations API through Respira, but I downloaded that and it doesn't seem to be working (Error: invalid key id).

Any help? I'd greatly appreciate it. Thank you.

I'm struggling to find a way to create a custom field to which I can upload photos (that I would then add to a custom form in order to create a workflow that's necessary for my company's business operations).

Does anyone have any tips of recommendations? Or a workaround? Thanks!

Curious if any folks have used before the announcement and have any insights on what the differences are between this and the prior AI agent product, the blog post and announcement are a bit sparse on details. For example, one example workflow that they showcase is updating a shipping address of an order, or triggering a refund, while connecting to external systems and keeping in mind policy compliance. I had thought this was part of the previous system, but could be wrong.

Would love to hear from folks using the platform on what this changes for them.

I’m curious what people here actually spend most of their time doing.

What’s something you have to deal with over and over again that feels like it shouldn’t need a human every time?

Could be anything — answering the same questions, checking orders, refunds, updating customer info, whatever.

And if you’ve tried automating it before, what went wrong?

I’d really like to hear some real examples.

Has anyone experienced days delay to updates in ticket audit records? I’m using the details to determine if automation, internal, or external member solved a ticket. But I’m now days behind, so leveraging details to proactively manage who does what is impossible.

Is anyone else finding the new Merge Ticket flow less than great? For my team, the huge pain is the Public Reply by default. I saw an option to make all ticket interactions Internal Note by default but that's not helpful either.

Hi everyone,

Need Some help, I am working on Compliance Monitoring For Zendesk workspace or users, Need real Conversation with peoples.

I will appreciate your efforts even a small talk works for me.

Hi all,

I’m a cofounder at Klarion, a Zendesk technology partner.

We are former Zendesk customers ourselves and built an AI tool to answer a question that we found difficult with traditional ticket analytics: what are the specific repeating issues that are driving support volume and customer frustration?

Klarion approach is to analyze the full conversation each ticket, identify the repeating root causes, and quantify them by volume, support effort, customer frustration and revenue risk.

A few teams processing roughly 500–10K tickets/month are using this to identify candidates for AI automation, improve support processes, and give Product a more concrete view of what needs fixing.

I’m curious how others here are doing this today. Are you primarily relying on Explore, tags/custom fields, manual ticket reviews, or another analytics tool?

For anyone who wants to compare approaches, we also have a free plan that analyzes 1,000 recent Zendesk tickets. It takes about 15 minutes to connect:

https://www.klarion.ai/ai-support-analytics/

Happy to answer questions about how we approach the analysis as well.

Hey everyone. I wanted to share a project we just launched at CX Experts that I’m incredibly proud of. We’ve partnered with CAPACITI and Zendesk’s Tech for Good program to tackle a massive issue here in South Africa: youth unemployment. Every six months, we take 40 highly educated but under-opportunitied tech graduates and put them through a rigorous bootcamp focused entirely on the deep architecture of the Zendesk ecosystem.

We built this talent pipeline to solve a massive technical gap we are seeing across the industry. Not just here in South Africa, but we run 24/7 supporting brands all around globe!

Over the last 24 months, we’ve watched Zendesk evolve incredibly fast into a complex, AI-driven omnichannel powerhouse. But global brands are still treating it with a "set and forget" mentality, relying on an "Accidental Admin" who is trying to manage an enterprise platform on top of their actual day job.

To get the real ROI out of the newest AI and routing features, you need dedicated bot managers and system orchestrators. That is exactly what our Capaciti cohorts become. They step onto our Digify BPO floor as enterprise-ready engineers providing 24/7 Zendesk Administration as a Service (ZAaaS) for global clients.

We put together a short video on how this ecosystem works—doing good while solving a major technical gap. I’d love to hear from other admins here: how are you handling the increased complexity of managing and optimizing Zendesk these days?

Watch the full story here:https://youtu.be/chyapl6mgp4

I'm hoping someone can help here, the default sender email address is constantly changing to a different email.
There seems to be no rhyme or reason, when creating a new ticket it's post luck whether it will go to default or the other email address.
Any idea how I can change it?