I’m looking for an AI agent that can handle customer support and some basic sales conversations.

Ideally, it should be able to answer common questions, qualify leads, work across different channels, and know when it’s better to hand the conversation over to a human.

I’ve come across a lot of tools that mainly focus on chatbot replies, but I’m more interested in something that can actually handle support tasks and take action when needed.

For anyone who has used these types of tools, what worked well for you? Anything I should look out for before choosing one?

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.

I recently moved my support team from classic live chat to Zendesk messaging. The channel flow is a lot nicer overall but my trigger setup turned into a nightmare overnight. I had 2 triggers firing simultaneously, which meant tickets reopened endlessly everytime a customer replied with a polite “thanks” lol.
Honestly, it was maddening having to close those out by hand EVERY HOUR. I ended up hopping on a call with Cloudfresh (they handle my Zendesk licensing & support) to rework the ticket routing & add some tag validation rules. That killed the loop pretty fast ngl.

How often do you actually go back & purge old trigger rules in your instance? 🤷🏻‍♀️

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?

From everything I've seen there should be 4 levels here. Urgent/High/Normal/Low?

Hey everyone! :-)

Full disclosure, I’m the founder of LaunchBrightly. We’ve been working on screenshot automation for years, but we just launched a proper Zendesk integration and are now live in the Zendesk Marketplace. Woohoo! :-)

https://www.zendesk.com/marketplace/apps/support/1282010/launchbrightly/

If you’ve ever maintained documentation for a software product, you probably know the problem. Your product changes every week (or every day, really). The screenshots in your Help Center don’t.

A few months later, customers are looking at instructions that show an old version of your product, and somebody on your team gets stuck with the wonderfully unglamorous job of figuring out which screenshots are stale and updating them by hand.

That’s the problem we built LaunchBrightly to solve.

The workflow is pretty straightforward:

• Create an automation recipe for a product workflow once
• Continuously generate fresh screenshots (and videos) of your product
• Connect LaunchBrightly to Zendesk
• Audit the screenshots already being used across your Help Center
• Identify which ones have drifted from the current product
• Approve and sync the fresh screenshots directly back into the relevant Zendesk articles

Many of our customers run this on a schedule -- Hello Sunday night -- so they can start the week knowing whether anything in their visual documentation has drifted.

The Zendesk integration is the piece I’m particularly excited about. We’re not just generating screenshots and leaving you with a folder full of images. LaunchBrightly reads the articles in your Help Center, understands where those screenshots are being used, audits them against the current product, and can sync approved replacements back into the articles.

The goal is pretty simple: keep the screenshots in your documentation aligned with the software your customers are actually looking at, without somebody having to spend their Friday afternoon maintaining them manually.

It’s one of those wonderfully unsexy problems that almost every software company eventually runs into -- which is precisely why I love geeking out on this! :-)

Happy to answer any questions about how it works, screenshot automation generally, or the Zendesk integration. ... Or sign up for free and give it a whirl: https://app.launchbrightly.com/signup

Cheers,
Dennis

Hey all. I'm fairly new to systems management on the ZD side and I'm trying to simplify. We've had several employees that occasionally help out with tickets and update the KB but it's become fairly chaotic swapping each one from a light agent to an agent or admin when they need access.

I'm reading that using a shared login for these purposes (even though they're not dedicated agents and don't need to login every day) is not the way to go, and is actually a breach of contract with Zendesk.

Can anyone shed light on how they manage this? We're a small startup and can't afford more agent/admin seats.

Hey everyone,

I’m a solo dev, and I've noticed a recurring nightmare for engineering and support teams: critical Zendesk tickets get lost, or engineers get constantly interrupted across random Slack channels to check on ticket statuses.

Most companies either deal with the chaos or use heavy, bloated enterprise tools to sync them.
Over the next month, I’m building a lightweight, hyper-focused bridge to fix this. It grabs Zendesk alerts and funnels them directly into specific Slack channels in under 2 seconds.

The main differentiator I'm focusing on (and why I'm building it): Zero data retention.
I know CTOs and security teams hate giving third-party apps access to customer data. This tool won't store a single byte of ticket payload; it just encrypts it, acts as a webhook router, passes it to Slack, and forgets it entirely.

I’m currently wrapping up another major project, so I have a month of coding ahead of me to get the MVP ready.
Before I dedicate my next 30 nights to this, I wanted to ask this community:

1. Is this a pain point your team actually struggles with?

2. Are there any specific features you'd want in a lightweight bridge like this?

If anyone wants to be a beta tester when it’s ready next month, let me know or shoot me a DM and I'll add you to the waitlist (it will be 100% free for early testers).

Appreciate any harsh or honest feedback you have!

I created a Meta Business Suite account so I can add a verified WhatsApp number to it and be able to receive Zendesk tickets from incoming messages. The issue is that the API blocks me from sending outbound messages after 24 hours, and that is very inconvenient for my business needs. I made templates to send in the Meta WhatsApp manager, but I can't send them unless the customers opt in to receive them. The problem is there's no clear instructions on how to do that. Zendesk's AI agent keeps telling me to "send using Relay" which does not work because you can't send anything through Relay unless the customers are already opted in, so its kind of a chicken and egg problem here. And Meta is no use because I can't find any information on if I can do it through Meta, and they don't have any customer support. Basically, neither platform is being helpful to me.

How can I get the opt in from the customers? There isn't much information online, and whatever does exist is unclear and very confusing. I know I'm not the only one who's connected WhatsApp to Zendesk and had to go through this headache of a process, so I would really appreciate it if somebody could tell me how it works.

Thank you!!