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CORENTINNewcomer

asked in Platform and Developer

API token EOL (April 2027): Integration path have no OAuth migration option - Microsoft Entra provisioning connector

Hello, Following your announcement of the removal of API tokens as an authenticationmethod (article 10851263566234: auto-deactivation of unused tokens on2026-07-28, no new tokens after 2026-10-27, full EOL on 2027-04-30), we haveproactively migrated

6238

markjoushNewcomer

asked in Chat/Messaging

Trigger tag counting question

How do I count chat messages with a trigger and add a tag when the conversation ends?

352

SharraUser Group Leader

Call Recording Retention Policies

Hi everyone!I'm curious how long other organizations retain their call recordings. We're reviewing retention practices and would love to hear what others are doing.For everyone: How long does your organization retain call recordings? Do you have a s

51

Vishal JethaniProduct Manager

Recipe: Assignment Control app for App Builder

Problem StatementThe Assignment Control app is a ticket sidebar application that provides targeted visibility controls for the ticket assignee dropdown. It dynamically hides specific agents and groups based on configurable targeting rules, such as th

13078

posted in Platform and Developer

App builder Recipe: Ticket Offer Audit

A routing offer tells you who received the ticket, but what happened next?This App Builder recipe creates Ticket Offer Audit, a read-only app for reviewing a ticket’s offer history.For each offer, it checks whether that agent commented or updated the

30

asked in Chat/Messaging

Open a ticket tab in the background via ZAF (without stealing the agent’s focus)?

Hi all,I’m building a ZAF app (ticket_sidebar / nav_bar location) for agents working in the Agent Workspace on messaging tickets. When a ticket needs attention (e.g. an idle customer), I want the app to make sure the agent doesn’t miss it.What I have

50

Thomas VerschorenProduct Manager

posted in Support

Employee Service: which capabilities are you putting to work?

Hi everyone,I’ve published a new article on Internal Note exploring Zendesk for Employee Service.The article looks at how AI Agents, Service Catalog, approvals, tasks, asset management and Action Flows fit together to support the work behind an emplo

312

Lu RiveraCommunity Manager

posted in Platform and Developer

Retiring API tokens: Share your questions and best practices before our upcoming developer meetup!

As you may already know, Zendesk is retiring API tokens in favor of OAuth. Unused tokens will begin deactivating automatically on July 28, 2026, and all API tokens will completely stop working on April 30, 2027. Why the change?API tokens are being re

2152

DASARI LOKESHNewcomer

posted in Admin center

How to configure a Bump → Bump → Solve automation with a 3-day interval in Zendesk?

Hi Zendesk Community,I am working on a Zendesk Helpdesk demo instance and trying to configure a Bump → Bump → Solve automation workflow.The requirement is: Send the first reminder (Bump 1) after 3 days of no requester response. Send the second remi

242

Ed97Newcomer

Internal notes access for Copilot auto assist - how to disable?

It was announced that Auto Assist now accesses internal notes. #1What exactly does this mean?“Auto assist might decide to ignore some internal notes if they contain unhelpful or sensitive information.”Might decide? Please elaborate.#2How can we exclu

120

Show more activity

CORENTINNewcomer

asked in Platform and Developer

API token EOL (April 2027): Integration path have no OAuth migration option - Microsoft Entra provisioning connector

Hello, Following your announcement of the removal of API tokens as an authenticationmethod (article 10851263566234: auto-deactivation of unused tokens on2026-07-28, no new tokens after 2026-10-27, full EOL on 2027-04-30), we haveproactively migrated

6238

markjoushNewcomer

asked in Chat/Messaging

Trigger tag counting question

How do I count chat messages with a trigger and add a tag when the conversation ends?

352

SharraUser Group Leader

Call Recording Retention Policies

Hi everyone!I'm curious how long other organizations retain their call recordings. We're reviewing retention practices and would love to hear what others are doing.For everyone: How long does your organization retain call recordings? Do you have a s

51

LezethEmployee

asked in Public Sector

How Many Systems Does Your Team Need to Check to Resolve One Request?

Here is a question for public sector service teams: how many systems does an employee need to open to resolve a typical request?For many organizations, the answer is more than anyone would like.A single request might require a team member to check Ze

221

asked in Chat/Messaging

Open a ticket tab in the background via ZAF (without stealing the agent’s focus)?

Hi all,I’m building a ZAF app (ticket_sidebar / nav_bar location) for agents working in the Agent Workspace on messaging tickets. When a ticket needs attention (e.g. an idle customer), I want the app to make sure the agent doesn’t miss it.What I have

50

Jihoon11Community Expert

asked in Zendesk EAP: Conversational Help Center - New Theme - Lisbon

Lisbon Theme Customization Limitation (CSS/HBS/JavaScript) and Login URL Configuration

Hello Zendesk Team,We are currently evaluating the new Conversational Help Center - Lisbon Theme (EAP) and have a question regarding theme customization.At the moment, it appears that customization of CSS, HBS, and JavaScript is not available in the

1522

MichaelUser Group Leader

asked in Zendesk EAP: Knowledge Copilot

Impact of SPAM on KB Copilot/Recommendations

How does SPAM impact recommendations? We don’t use the out of the box Mark as Spam functionality.

302

Ed97Newcomer

Internal notes access for Copilot auto assist - how to disable?

It was announced that Auto Assist now accesses internal notes. #1What exactly does this mean?“Auto assist might decide to ignore some internal notes if they contain unhelpful or sensitive information.”Might decide? Please elaborate.#2How can we exclu

120

asked in Support

App Builder: Recommended way to display inline images in internal notes

Hello,I am building a custom Internal Note App using Zendesk App Builder.The reason is that our agents sometimes accidentally post public comments instead of internal notes because both use the same editor. To reduce this risk, we are trying to prov

362

asked in Support

How should we set up Zendesk Support for an online auction platform (bidders vs sellers, bid problems, failed payments)?

Hi all,I work at a software company, Devtechnosys that offers an auction app development service, and we are planning the support side of an online auction platform for sellers in Atlanta. It is custom auction app development, so nothing is built on

341

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Product releases

Blog

Goodbye, long URLs: Add custom link text to ticket field descriptions

When adding links to ticket field descriptions in your Zendesk Help Center, the full URL is displayed as clickable text. This isn’t always ideal and o...

16 hours ago

570

Blog

Using Multi-Source Data Sync to make Support interaction smarter

Customers rarely have all their business context in one place. The question is not whether that data exists, but whether AI agents can use it at the m...

2 days ago

680

Blog

Your customers’ next support request could come from their AI assistant

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8 days ago

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Plan, preview, and build with confidence: Meet App Designer

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23 days ago

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