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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8979582158746-Announcing-a-standard-SLA-and-standard-trigger-for-new-accounts",
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      "created_at": "2025-03-03T18:35:04Z",
      "updated_at": "2025-03-03T19:02:57Z",
      "name": "Announcing a standard SLA and standard trigger for new accounts",
      "title": "Announcing a standard SLA and standard trigger for new accounts",
      "source_locale": "en-us",
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      "body": "<table style=\"border-collapse: collapse; width: 100%; height: 44px;\" border=\"1\">\n<tbody>\n<tr style=\"height: 22px;\">\n<td style=\"width: 33.3333%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Announced on</strong></td>\n<td style=\"width: 33.3333%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Rollout starts</strong></td>\n<td style=\"width: 33.3333%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Rollout ends</strong></td>\n</tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 33.3333%; height: 22px;\">March 3, 2025</td>\n<td style=\"width: 33.3333%; height: 22px;\">March 3, 2025</td>\n<td style=\"width: 33.3333%; height: 22px;\">March 7, 2025</td>\n</tr>\n</tbody>\n</table>\n<p>Zendesk is excited to announce enhancements to our service level agreement (SLA) feature set, giving customers a recommended start to their new accounts. The goal is to start showing SLA badges right away in new accounts so users can get a quick understanding of what SLAs look like in their dashboard and make modifications as necessary. </p>\n<p><span style=\"font-weight: 400;\">This announcement includes the following topics:</span></p>\n<ul>\n<li><a href=\"#h_01GD3S97RDYVTAFTQ8WR9878VF\" target=\"_self\"><span style=\"font-weight: 400;\">What is changing?</span></a></li>\n<li><a href=\"#h_01GD3S9GD63FPDGQSEFY88M3ND\" target=\"_self\"><span style=\"font-weight: 400;\">Why is Zendesk making this change?</span></a></li>\n<li><a href=\"#h_01GD3S9TSPXM7M4WHYKYF4E84M\" target=\"_self\"><span style=\"font-weight: 400;\">What do I need to do?</span></a></li>\n</ul>\n<h2 id=\"h_01GD3S97RDYVTAFTQ8WR9878VF\"><span style=\"font-weight: 400;\">What is changing?</span></h2>\n<p>This enhancement brings two new defaults to new accounts:</p>\n<ul>\n<li>A new standard trigger is being introduced to all new accounts. This trigger changes tickets with no priority to normal priority so that the standard default SLA can be applied to tickets. See <a href=\"https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-standard-ticket-triggers#topic_x3f_vgm_m2c\" target=\"_blank\" rel=\"noopener noreferrer\">About the standard ticket triggers</a>.</li>\n<li>A new standard SLA is being introduced to all Growth and above plans. This SLA sets a 60 minute First Reply Time (FRT) to all tickets with a normal priority. See <a href=\"https://support.zendesk.com/hc/en-us/articles/5600997516058-About-SLA-policies-and-how-they-work#topic_y53_dxk_m2c\" target=\"_blank\" rel=\"noopener noreferrer\">About SLAs and how they work</a>.</li>\n</ul>\n<h2 id=\"h_01GD3S9GD63FPDGQSEFY88M3ND\"><span style=\"font-weight: 400;\">Why is Zendesk making this change?</span></h2>\n<p>We want to make it quick and easy for our customers, especially new customers, to get a quick start to using Zendesk. This enhancement to our standard sets will help to improve that quick start. </p>\n<h2 id=\"h_01GD3S9TSPXM7M4WHYKYF4E84M\"><span style=\"font-weight: 400;\">What do I need to do?</span></h2>\n<p>If you already have an existing account and have no plans to add a new Zendesk account, then there is no action to take.</p>\n<p>If you will be creating a new Zendesk account or adding an instance to your existing account, then you will start to see these changes in those new instances. If either the standard trigger or standard SLA does not suite your workflows you can either modify or delete them.</p>\n<p>If you have feedback or questions related to this announcement, visit our <a href=\"https://support.zendesk.com/hc/en-us/community/topics/1260801325369\" target=\"_blank\" rel=\"noopener noreferrer\">community forum </a>where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk Customer Support</a>.</p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8979149611674-Release-notes-through-2025-2-28",
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      "created_at": "2025-03-03T16:52:19Z",
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      "name": "Release notes through 2025-2-28",
      "title": "Release notes through 2025-2-28",
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      "body": "<div class=\"note tip\">See our <a href=\"https://support.zendesk.com/hc/en-us/articles/8796457413274\" target=\"_blank\" rel=\"noopener noreferrer\">What's New</a> for an overview of what was released in the last month.</div>\n<p>This week's release notes include:</p>\n<ul>\n<li><a href=\"#h_01JNEEYDBWBEZWNVH8MTHPT2YW\">AI agents and knowledge</a></li>\n<li><a href=\"#h_01JHE37ZQR07MDP03Z7YBT2V3A\">Advanced AI</a></li>\n<li><a href=\"#h_01JMQPHVNTV6NQS0HFX73CNJCX\">Chat and messaging</a></li>\n<li><a href=\"#h_01JM8MJPK7J51J3QY7XABWZFY0\">App Marketplace</a></li>\n<li><a href=\"#h_01JNEFAB2B9KB1NN24RXSQDFGG\">Mobile SDKs</a></li>\n<li><a href=\"#h_01JGA2YGRMZEQMVHNQRVWN0MQE\">Products with no updates this week</a></li>\n</ul>\n<h2 id=\"h_01JNEEYDBWBEZWNVH8MTHPT2YW\">AI agents and knowledge</h2>\n<p><strong>New:</strong></p>\n<ul>\n<li class=\"p1\">The <span><a href=\"https://support.zendesk.com/hc/en-us/articles/8888442708506-Announcing-AI-translations-for-articles-in-the-new-Guide-editor-EAP\" target=\"_blank\" rel=\"noopener noreferrer\">AI translations for articles</a> Early Access Program (EAP) uses AI to help you quickly create article translations within your knowledge base, making providing support in multiple languages easier.</span>\n</li>\n</ul>\n<p><strong>Fixed: </strong></p>\n<ul>\n<li>Fixed a bug that prevented parameters from being used with numeric input fields when configuring actions.</li>\n<li>Template replies are now always active. Previously, a bug would deactivate them. We've resolved the problem and tested a migration to ensure all templates are active.</li>\n<li>AI Agents no longer reply with \"None\" or \"I don't know the answer.\"</li>\n</ul>\n<h2 id=\"h_01JHE37ZQR07MDP03Z7YBT2V3A\">Advanced AI</h2>\n<p id=\"h_01J87S17W2PV0NM8XK0NS1GCV1\"><strong>New:</strong></p>\n<ul>\n<li>Intelligent Triage: Admins will now be able to see descriptions for the Zendesk default intents so they can better understand what each intent means.</li>\n<li>\n<a href=\"https://support.zendesk.com/hc/en-us/articles/8948823362458-Announcing-enhanced-similar-ticket-results-boosted-by-intents-and-entities\" target=\"_blank\" rel=\"noopener noreferrer\">With this EAP</a>, <span>similar ticket results are boosted by shared intents and entity detection. This means agents are shown more relevant similar tickets, which helps them solve tickets faster.</span>\n</li>\n</ul>\n<h2 id=\"h_01JMQPHVNTV6NQS0HFX73CNJCX\"><span>Chat and messaging</span></h2>\n<p><strong><span>New:</span></strong></p>\n<ul>\n<li>Messaging triggers enhancements \n<ul>\n<li>\n<a href=\"https://support.zendesk.com/hc/en-us/articles/8015292388378\" target=\"_blank\" rel=\"noopener noreferrer\">Email As a new condition</a>: You can now run messaging triggers with email ID as a condition. This will help you provide a personalized workflow for a specific customer.</li>\n<li>\n<a href=\"https://support.zendesk.com/hc/en-us/articles/8015292388378-Messaging-triggers-conditions-and-actions-reference\" target=\"_blank\" rel=\"noopener noreferrer\">Remove tags as an action</a>: customers can now remove tags from the messaging conversations using messaging triggers.</li>\n</ul>\n</li>\n</ul>\n<h2 id=\"h_01JM8MJPK7J51J3QY7XABWZFY0\">App Marketplace</h2>\n<div>\n<div><strong>New:</strong></div>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1108323/botdojo/\">BotDojo</a> <strong>(Support)</strong>\n<ul>\n<li>BotDojo is an enterprise AI platform that empowers businesses to elevate and personalize customer interactions. By automating routine tasks and offering tailored support, BotDojo frees your team to create engaging customer experiences and continuously improve service delivery. The Zendesk integration allows BotDojo AI agents to efficiently search, update, and manage support tickets. It provides real-time access to ticket histories, automates status updates, and preserves context across channels, enabling your team to focus on more complex issues.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/themes/312/zenlight/\">Zenlight</a> <strong>(Theme)</strong>\n<ul>\n<li>Zenlight is a fully responsive, multipurpose Zendesk Guide Help Center Theme (templates). This theme can be easily configured through the settings UI in Zendesk Guide Admin.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1104639/bot-history-viewer/\">Bot History Viewer</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>Bot History Viewer adds a new Context Panel in Zendesk that shows your agents the complete interaction history of your customers with your AI Agent and unlocks insights in bot-only conversations for your agents. The app lists all conversations for your customer with your AI Agent and allows you to filter to bot-only or escalation conversations. It even highlights a customer's active conversations with your AI Agent or human agent.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1105882/problem-viewer/\">Problem Viewer</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>Problem Viewer gives an overview of all active problems and shows relevant info such as the latest updates, current status, and linked incidents. Each problem can be opened to see linked incidents, their status, and the latest updates.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1108515/kimiyi-ai/\">Kimiyi AI</a> <strong>(Support) </strong>\n<ul>\n<li>Kimiyi AI is an AI Engine that provides effective and efficient customer service through generative AI and LLM. Kimiyi is available 24/7 to answer your customers' questions. Let customers raise Zendesk tickets while chatting with a chatbot. Kimiyi AI integration for Zendesk allows you to create tickets out of chatbot conversations. By connecting both apps, you can personalize your ticket communication. Train the chatbot with your own materials to handle customer support questions and assist in product recommendations, driving customer purchases and boosting sales.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/themes/313/soto-128/\">Soto 128 </a><strong>(Theme)</strong>\n<ul>\n<li>Soto 128 is a modern, dark Zendesk theme designed for any business. It features an easily customizable layout and a homepage packed with essential sections that can be toggled for a seamless user experience. This theme is perfect for creating a sleek and functional help center with minimal effort.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/themes/320/explorify/\">Explorify</a> <strong>(Theme)</strong>\n<ul>\n<li>Explorify is a fully responsive, multipurpose Zendesk Help Center (Guide) theme that perfectly balances style and performance. It features a sleek design with an eye-catching background image, giving your help center a modern and stylish appearance. The theme boasts a full-screen layout with beautifully designed blocks and interactive elements, creating an airy and elegant atmosphere</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1107509/omni-task-manager/\">Omni Task Manager</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>Omni Task Manager is your all-in-one solution for organizing, tracking, and achieving more using tasks.  Simplify complex projects by breaking them into subtasks tailored to each team's expertise. Assign subtasks to the right agents, streamline collaboration with comments, and set due dates to stay on track. Perfect for managing detailed projects while keeping your team aligned and productive.</li>\n</ul>\n</li>\n</ul>\n<h2 id=\"h_01JNEFAB2B9KB1NN24RXSQDFGG\">Mobile SDKs</h2>\n<h3 id=\"h_01JN66NRBCJBM85A0EJ42QA7C5\" class=\"h2\">Zendesk SDK iOS v2.28.0</h3>\n<p id=\"h_01JN66QC9JEQZ60HJM6TABV21F\"><strong>New:</strong></p>\n<ul>\n<li>Customers can hide the conversation list screen (for multi-conversations) by using the <a href=\"https://docs.smooch.io/rest/#operation/updateIntegration\" target=\"_blank\" rel=\"noopener noreferrer\">Conversations API</a>. By doing so, end users access only their latest conversation, creating a single conversation experience.</li>\n<li>Additional checks when a JWT is invalid to preserve the existing anonymous user.</li>\n</ul>\n<p id=\"h_01JN66QGA9KT3Q1XYZPDQ7M7QW\"><strong>Changed:</strong></p>\n<ul>\n<li>End users now navigate to their latest conversation screen when they start the SDK, instead of the conversations list screen. Tapping the back button will navigate them from the conversation screen to the list screen.</li>\n</ul>\n<p id=\"h_01JN66QM257TF8NQ319PE7PVV1\"><strong>Fixed:</strong></p>\n<ul>\n<li>Fixed an issue to ensure conversation titles are updated.</li>\n<li>Fixed an issue where the see latest banner incorrectly appeared.</li>\n</ul>\n</div>\n<h2 id=\"h_01JGA2YGRMZEQMVHNQRVWN0MQE\"><span>Products with no updates this week</span></h2>\n<ul>\n<li>Support</li>\n<li>Chat and messaging</li>\n<li>Explore</li>\n<li>Talk</li>\n<li>Admin Center</li>\n<li>Zendesk QA</li>\n<li>Zendesk WFM</li>\n</ul>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8968194351002-Insights-from-our-PM-Roundtable-Department-Spaces",
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      "section_id": 4405298833818,
      "created_at": "2025-02-28T20:52:04Z",
      "updated_at": "2025-03-03T16:00:10Z",
      "name": "Insights from our PM Roundtable: Department Spaces",
      "title": "Insights from our PM Roundtable: Department Spaces",
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      "body": "<p class=\"wysiwyg-indent1\">Dear Zendesk Customers,</p>\n<p class=\"wysiwyg-indent1\">Thank you so much for those who joined us at our PM Roundtable on Department Spaces and the future of end-user separation. We enjoyed kicking off the event by sharing insights from our community forums, user interviews, and Early Access Programs (EAPs). Your feedback is invaluable to us, and we were excited to provide a sneak peek into our roadmap based on your input.<br><strong style=\"font-size: 1.5em; text-align: center; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\"><br>Event Recording<br><br></strong></p>\n<p class=\"wysiwyg-indent1 wysiwyg-text-align-center\"><iframe src=\"//www.youtube-nocookie.com/embed/TpMpa3lVV4E\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"\"></iframe></p>\n<p class=\"wysiwyg-indent1\"> </p>\n<p class=\"wysiwyg-indent1\">From the early access release of Department Spaces Tickets, we received some fantastic feedback, including:</p>\n<ul>\n<li class=\"wysiwyg-indent1\"><strong>Making sure that only the brands associated with each agent appear in the dropdown menu in the ticket view.</strong></li>\n<li class=\"wysiwyg-indent1\"><strong>Limiting the brands for which an agent can create a ticket.</strong></li>\n<li class=\"wysiwyg-indent1\"><strong>Ensuring that new users added via Single Sign-On (SSO) are assigned to the default brand.</strong></li>\n</ul>\n<p class=\"wysiwyg-indent1\">The key takeaway from our discussions is that you want more options to customize the \"Department Spaces\" feature to suit your specific needs. This will help you manage different brands or departments more effectively. We also heard a strong call for more detailed permissions and improved management of team roles to ensure that everyone has the right access to the information they need based on their responsibilities.</p>\n<p class=\"wysiwyg-indent1\">We loved the chance to share early mock-ups with you and get your thoughts on our direction regarding the separation of end-user access among team members. The lively discussions about the benefits of having a single user record per department/brand versus a single user record across multiple departments and brands were especially enlightening.</p>\n<p class=\"wysiwyg-indent1\"><strong><span class=\"wysiwyg-underline\">Here are some key points from your feedback on the mock-ups and scenarios:</span></strong></p>\n<ul>\n<li class=\"wysiwyg-indent1\"><strong>The ability to have multiple integrations per brand/department is important to you.</strong></li>\n<li class=\"wysiwyg-indent1\"><strong>On the main page view, it would be great to see all of your departments and their stats, expanding beyond the current six views.</strong></li>\n<li class=\"wysiwyg-indent1\"><strong>A single user record per brand/department is particularly crucial in sensitive industries like financial services (e.g., cryptocurrency), where multiple external IDs may be linked to a single user.</strong></li>\n<li class=\"wysiwyg-indent1\"><strong>Having a single user record per brand/department could create unnecessary overhead for employee service use cases if there isn’t a way to view a user across all departments at once.</strong></li>\n<li class=\"wysiwyg-indent1\"><strong>It would be helpful to have a Super Admin scope that can manage all brands and departments, along with designated admins for each department.</strong></li>\n</ul>\n<p class=\"wysiwyg-indent1\">Thank you again for your participation and feedback. We’re excited about the journey ahead and look forward to continuing our collaboration with all of you!</p>",
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      "name": "Service Incident - February 28th, 2025",
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      "body": "<h3 class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>February 28, 2025 05:52 PM UTC | February 28, 2025 09:52 AM PT </strong><br>We have confirmed a recent update which caused the issues with the \"Type\" dropdown field, and have rolled back that update. After reloading your browser, please let us know if you continue to experience any issues.</p>\n<p class=\"p1\"><strong>February 28, 2025 05:48 PM UTC | February 28, 2025 09:48 AM PT </strong><br>We have confirmed an issue affecting the \"Type\" dropdown field, causing the dropdown options to not show up. Our team is investigating and we will provide additional information as soon as we have it.</p>\n<p class=\"p1\"><strong>February 28, 2025 05:34 PM UTC | February 28, 2025 09:34 AM PT </strong><br>We are receiving reports across several pods of issues selecting options from drop-down fields, including some default fields like \"Type\". We will provide further updates shortly.</p>\n</div>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<p class=\"p1\">TBD</p> <h4><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about Zendesk and specific impacts to your account, visit our <a href=\"https://status.zendesk.com\">system status page</a>. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>\n",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>Does Zendesk support SCIM?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<div class=\"note note\">\n<span class=\"notetitle\"><strong>Disclaimer</strong>:</span> This article is provided for instructional purposes only. Zendesk does not support third-party technologies.</div>\n<p>No, Zendesk doesn't support SCIM. However, it's possible to achieve some SCIM capabilities. The following article provides some guidance to ensure that custom user fields in Azure get accurately mapped to <a href=\"https://support.zendesk.com/hc/en-us/articles/4408822051866-Adding-custom-fields-to-users\" target=\"_blank\" rel=\"noopener noreferrer\">custom user fields</a> in Zendesk. </p>\n<p>To add a custom user field into the list of Zendesk attributes that can be selected when editing the attribute mapping in Azure Auto-Provisioning:</p>\n<ol>\n<li>Select <strong>Edit attribute mappings</strong> from the provisioning area of the Zendesk Enterprise Application in Azure.<br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966537533978\" alt=\"edit attribute mappings.png\" width=\"500\">\n</li>\n<li>Open the mappings area and select <strong>Provision Azure Active Directory Users</strong>.<strong><br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966575847706\" alt=\"Mapping area.png\" width=\"500\"><br></strong>\n</li>\n<li>Select <strong>Show advanced options</strong> at the bottom of the screen.<br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966537534234\" alt=\"Show advanced options.png\" width=\"500\">\n</li>\n<li>Select <strong>Review your schema here</strong>.<br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966579825178\" alt=\"Review schema.png\" width=\"500\">\n</li>\n<li>Download the schema to edit its content.<br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966625536282\" alt=\"Download schema.png\" width=\"500\">\n</li>\n<li>Open the schema file in a plain text editor and search for <strong>user_fields.department</strong>. There may be one result if you haven’t already mapped this attribute, possibly two.<br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966579828122\" alt=\"Open schema.png\" width=\"400\"><br><br>\n</li>\n<li>Find the key value of the custom user field in Zendesk.<br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966625536666\" alt=\"Find user field  key.png\" width=\"400\">\n</li>\n<li>Add a new entry for this custom user field into the schema list. The entry is virtually identical, but you will replace <strong>department</strong> with the field key from the previous step.<br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966628237722\" alt=\"New entry.png\" width=\"400\">\n</li>\n<li>Copy the modified schema back into the Azure portal and press <strong>Save</strong>.</li>\n<li>Refresh your browser.</li>\n<li>Navigate back to the attribute mapping area and add a new mapping, then select the Zendesk attribute as a destination for the Azure attribute.<br><img class=\"image img-screenshot\" src=\"https://support.zendesk.com/hc/article_attachments/8966629089690\" alt=\"Select Zendesk attribute.png\" width=\"400\"><br>For more information, see Microsoft's documentation: <a href=\"https://learn.microsoft.com/en-us/entra/identity/saas-apps/zendesk-provisioning-tutorial\" target=\"_blank\" rel=\"noopener noreferrer\">Configure Zendesk for automatic user provisioning.</a>\n</li>\n</ol>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8965894581018-Service-Incident-February-28th-2025",
      "author_id": 1263082077509,
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      "section_id": 4405298854426,
      "created_at": "2025-02-28T11:51:26Z",
      "updated_at": "2025-03-03T17:11:58Z",
      "name": "Service Incident - February 28th, 2025",
      "title": "Service Incident - February 28th, 2025",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
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      "body": "<h3 class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>February 28, 2025 12:22 PM UTC | February 28, 2025 04:22 AM PT </strong><br>We're happy to report that the issues causing Help Center to be unavailable, returning 429 errors have now been resolved. Thank you for your patience.</p>\n<p class=\"p1\"><strong>February 28, 2025 12:04 PM UTC | February 28, 2025 04:04 AM PT </strong><br>We are seeing Help Center services recovering and our engineering team continues to monitor the situation.\nIn case you still receive 429 errors when oprning Help Center, please reach out to us!</p>\n<p class=\"p1\"><strong>February 28, 2025 11:51 AM UTC | February 28, 2025 03:51 AM PT </strong><br>Our engineering team is currently working on an issue causing Help Center to return a 429 error for our customers across multiple Pods. We will provide further updates as soon as they become available.</p>\n</div>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<p class=\"p1\">TBD</p> <h4><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about Zendesk and specific impacts to your account, visit our <a href=\"https://status.zendesk.com\">system status page</a>. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>\n",
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    {
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      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8961233385882.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8961233385882-Announcing-Privacy-Notice-in-Web-Widget",
      "author_id": 6245992179866,
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      "section_id": 4405298833818,
      "created_at": "2025-02-27T15:52:12Z",
      "updated_at": "2025-03-03T16:00:10Z",
      "name": "Announcing Privacy Notice in Web Widget",
      "title": "Announcing Privacy Notice in Web Widget",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-28T15:26:30Z",
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      "body": "<div>\n<table style=\"width: 100%;\">\n<colgroup>\n<col>\n<col>\n</colgroup>\n<tbody>\n<tr>\n<td><strong>Announced on</strong></td>\n<td><strong>Rollout on</strong></td>\n</tr>\n<tr>\n<td>February 28, 2025</td>\n<td>February 27, 2025</td>\n</tr>\n</tbody>\n</table>\n</div>\n<p>We're excited to announce that as of February 27, 2025, our customers can link to a Privacy Notice directly in their messaging Web Widget.</p>\n<p>This announcement addresses key questions about this exciting new feature:</p>\n<ul>\n<li><a href=\"#h_01JN41FED43A5Q107MQABBYG4C\">What’s changing?</a></li>\n<li><a href=\"#h_01JN41FED4EQYQ44QEGZRTVX3S\">Why is Zendesk making this change?</a></li>\n<li><a href=\"#h_01JN41FED4QEWZQKGW904J4TEX\">What do I need to do?</a></li>\n</ul>\n<h2 id=\"h_01JN41FED43A5Q107MQABBYG4C\">What’s changing?</h2>\n<p>Previously, there was no native option to display the Privacy Notice in the Web Widget, and customers were expected to configure their own workflows to surface legal terms to end users. Now, it is possible to include this information seamlessly in the Web Widget by adding a link to your company’s own Privacy Notice, which allows you to inform end users about how their information is shared.</p>\n<h2 id=\"h_01JN41FED4EQYQ44QEGZRTVX3S\">Why is Zendesk making this change?</h2>\n<p>Some jurisdictions may require that you provide notice to end users of how their information is shared with third parties, including Zendesk. While there are many different ways to provide notice, it is best practice to disclose any privacy terms directly where the information is captured – in this case, in the Web Widget. </p>\n<h2 id=\"h_01JN41FED4QEWZQKGW904J4TEX\">What do I need to do?</h2>\n<p>You can easily integrate a link to your privacy notice in the Admin Center, which will automatically be displayed to users at the onset of a messaging conversation. The privacy notice can be incorporated during <a href=\"https://support.zendesk.com/hc/en-us/articles/4409103246874\" target=\"_blank\" rel=\"noopener noreferrer\">the initial widget configuration process</a> or <a href=\"https://support.zendesk.com/hc/en-us/articles/5018479936922-Notifying-end-users-of-legal-terms-in-Zendesk-s-web-based-widgets\" target=\"_blank\" rel=\"noopener noreferrer\">added to an existing widget</a>.</p>\n<p>If you have feedback or questions related to this announcement, visit our <a href=\"https://support.zendesk.com/hc/en-us/community/topics/1260801308710\" target=\"_blank\" rel=\"noopener noreferrer\">community forum</a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\">Zendesk Customer Support</a>.</p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8961160867866-Announcing-the-ability-to-sort-agents-by-shift-starting-time-in-WFM-Schedule",
      "author_id": 6023839008538,
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      "section_id": 4405298833818,
      "created_at": "2025-02-27T15:36:38Z",
      "updated_at": "2025-03-03T16:00:11Z",
      "name": "Announcing the ability to sort agents by shift starting time in WFM Schedule",
      "title": "Announcing the ability to sort agents by shift starting time in WFM Schedule",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-27T15:50:21Z",
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      "body": "<table style=\"border-collapse: collapse; width: 100%; height: 44px;\" border=\"1\">\n<tbody>\n<tr style=\"height: 22px;\">\n<td style=\"width: 33.3333%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Announced on</strong></td>\n<td style=\"width: 33.3333%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Rollout on</strong></td>\n</tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 33.3333%; height: 22px;\">February 27, 2025</td>\n<td style=\"width: 33.3333%; height: 22px;\"><span class=\"wysiwyg-color-black\">February 28, 2025</span></td>\n</tr>\n</tbody>\n</table>\n<p>Zendesk Workforce management (WFM) is enhancing the scheduling experience by allowing you to sort agents by their shift start time.</p>\n<p><span style=\"font-weight: 400;\">This announcement includes the following topics:</span></p>\n<ul>\n<li><a href=\"#h_01GD3S97RDYVTAFTQ8WR9878VF\" target=\"_self\"><span style=\"font-weight: 400;\">What is changing?</span></a></li>\n<li><a href=\"#h_01GD3S9GD63FPDGQSEFY88M3ND\" target=\"_self\"><span style=\"font-weight: 400;\">Why is Zendesk making this change?</span></a></li>\n<li><a href=\"#h_01GD3S9TSPXM7M4WHYKYF4E84M\" target=\"_self\"><span style=\"font-weight: 400;\">What do I need to do?</span></a></li>\n</ul>\n<h2 id=\"h_01GD3S97RDYVTAFTQ8WR9878VF\"><span style=\"font-weight: 400;\">What is changing?</span></h2>\n<p>We are adding the ability to sort agents by shift start time in the day view of the schedule. You can now see a clear waterfall arrangement of shifts, making it easier to <a href=\"https://support.zendesk.com/hc/en-us/articles/6443348256794#topic_qnd_2sl_k2c\" target=\"_blank\" rel=\"noopener noreferrer\">navigate through the schedules</a>.</p>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_sort_by_start_time.png\" width=\"716\" height=\"314\"></p>\n<h2 id=\"h_01GD3S9GD63FPDGQSEFY88M3ND\"><span style=\"font-weight: 400;\">Why is Zendesk making this change?</span></h2>\n<p>Viewing simultaneous schedules helps you better align your team's tasks, accounting for team members being on or off certain tasks or in and out of the office at different times. This approach facilitates real-time monitoring and adjustments, allowing you to quickly spot what’s planned for the next period.</p>\n<h2 id=\"h_01GD3S9TSPXM7M4WHYKYF4E84M\"><span style=\"font-weight: 400;\">What do I need to do?</span></h2>\n<p>You don’t need to take any specific action. Feel free to apply the new sorting mode when necessary. <a href=\"https://support.zendesk.com/hc/en-us/articles/6443348256794-About-the-WFM-Schedule-page\" target=\"_blank\" rel=\"noopener noreferrer\">Learn more about WFM Scheduling</a>.</p>\n<p>You can also <a href=\"https://support.zendesk.com/hc/en-us/articles/6457209788442\" target=\"_blank\" rel=\"noopener noreferrer\">learn more about getting started with workforce management</a>.</p>\n<p>If you have feedback or questions related to this announcement, visit our <a href=\"https://support.zendesk.com/hc/en-us/community/topics/7806576386330\">community forum</a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\">Zendesk Customer Support</a>.</p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8960743738906-How-does-omnichannel-routing-interpret-the-channel-of-a-messaging-ticket-when-the-message-becomes-inactive",
      "author_id": 1263214223609,
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      "created_at": "2025-02-27T14:12:52Z",
      "updated_at": "2025-02-27T14:52:40Z",
      "name": "How does omnichannel routing interpret the channel of a messaging ticket when the message becomes inactive?",
      "title": "How does omnichannel routing interpret the channel of a messaging ticket when the message becomes inactive?",
      "source_locale": "en-us",
      "locale": "en-us",
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        "ab0_admin_center",
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      "body": "<h2 id=\"h_01HV1QM45P2YP0AT93VZZ99CZN\">Question</h2>\n<p>I created a workflow to route messaging tickets once the message becomes inactive. Then, my agents can reply using both channels, messaging and email. How does omnichannel routing interpret the channel of a messaging ticket when the message becomes inactive?</p>\n<h2 id=\"h_01HV1QMAN8RVMJ9M99WDR6EBJR\">Answer</h2>\n<p>Omnichannel routing always applies and evaluates the initial channel of a ticket. This applies to cases where a messaging ticket becomes inactive or if an end user or an agent replies to the ticket from a different channel.</p>\n<p>For more information, see these articles:</p>\n<ul>\n<li><a href=\"https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration\" target=\"_blank\" rel=\"noopener noreferrer\">Managing your omnichannel routing configuration</a></li>\n<li><a href=\"https://support.zendesk.com/hc/en-us/articles/4408824097050-About-Zendesk-channels\" target=\"_blank\" rel=\"noopener noreferrer\">About Zendesk channels</a></li>\n</ul>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8955850908314-Service-Incident-February-26th-2025",
      "author_id": 1263082084489,
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      "section_id": 4405298854426,
      "created_at": "2025-02-26T18:08:02Z",
      "updated_at": "2025-02-28T17:12:05Z",
      "name": "Service Incident - February 26th, 2025",
      "title": "Service Incident - February 26th, 2025",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-26T22:17:49Z",
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      "body": "<h3 class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>February 26, 2025 10:17 PM UTC | February 26, 2025 02:17 PM PT </strong><br>We are happy to report that the fix has resolved the issue causing delays and affecting agent status changes in Talk on pod 17. Thank you for your patience during our investigation.</p>\n<p class=\"p1\"><strong>February 26, 2025 09:32 PM UTC | February 26, 2025 01:32 PM PT </strong><br>Following the fix, we are beginning to see improvement in the issue causing delays and issues changing agent status for Talk customers on pod 17. Please let us know if you continue to experience any issues.</p>\n<p class=\"p1\"><strong>February 26, 2025 07:25 PM UTC | February 26, 2025 11:25 AM PT </strong><br>We have found a recent update which we believe is responsible for the issues affecting pod 17 Talk customers, causing delays and issues changing agent status. Our team is preparing a fix and we will provide further updates when the fix is deployed.</p>\n<p class=\"p1\"><strong>February 26, 2025 06:36 PM UTC | February 26, 2025 10:36 AM PT </strong><br>Our team continues to investigate the issue affecting Talk customers in pod 17 causing delays and agents to get stuck in wrap-up mode. We will post additional updates in one hour or when we have new information to share.</p>\n<p class=\"p1\"><strong>February 26, 2025 06:08 PM UTC | February 26, 2025 10:08 AM PT </strong><br>We are aware of an issue impacting Talk customers on pod 17, causing issues moving between agent statuses, sometimes getting stuck in wrap-up mode. Our team is investigating and we will provide further updates as soon as they are available.</p>\n</div>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<p class=\"p1\">TBD</p> <h4><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about Zendesk and specific impacts to your account, visit our <a href=\"https://status.zendesk.com\">system status page</a>. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>\n",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8950832095002-What-s-new-in-Zendesk-March-2025",
      "author_id": 1263082225729,
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      "section_id": 4405298877338,
      "created_at": "2025-02-25T21:28:10Z",
      "updated_at": "2025-03-03T16:01:36Z",
      "name": "What's new in Zendesk: March 2025",
      "title": "What's new in Zendesk: March 2025",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-28T22:41:38Z",
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      "body": "<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/whats_new_banner.jpg\" alt=\"whats_new_banner.jpg\" width=\"600\"></p>\n<div class=\"note tip\">\n<span class=\"notetitle\"></span>Click <strong>Follow</strong> in the <a href=\"https://support.zendesk.com/hc/en-us/sections/4405298877338\" target=\"_blank\" rel=\"noopener\">What's New section</a> to be notified each month when the What's New is published.</div>\n<p>Check out what's new in the last month:</p>\n<ul>\n<li><a href=\"#support\">Support</a></li>\n<li><a href=\"#h_01JN18853C4S140PZ3RQY6NK3W\">AI agents</a></li>\n<li><a href=\"#h_01JN1N0V6QVBZZ13BXHXB8QVDZ\">Talk</a></li>\n<li><a href=\"#accounts-and-billing\">Accounts and billing</a></li>\n<li><a href=\"#h_01JN1DCSKPPG6C6N1TC317C9N1\">Security</a></li>\n<li><a href=\"#h_01JN1MREE0B609RVAA739PVJDS\">Apps and integrations</a></li>\n<li><a href=\"#h_01JN1V0Y1JNSBFRBB5TAPFBARH\">Quality assurance</a></li>\n<li><a href=\"#h_01JN1V19C32XM3JR5NF7VWS8RB\">Workforce management</a></li>\n<li><a href=\"#h_01JN1X4GS8GKJS2W93QPYZZMNM\">Messaging and third-party channels</a></li>\n<li><a href=\"#h_01JN1NFWQ00RVAWGXN2473K1MX\">Developer</a></li>\n</ul>\n<p>Also don't miss:</p>\n<ul>\n<li><a href=\"https://support.zendesk.com/hc/en-us/articles/4408829663642\" target=\"_blank\" rel=\"noopener\">Zendesk early access programs</a></li>\n<li><a href=\"https://www.youtube.com/watch?v=n0qm5hsPXQk&amp;list=PLb00xo9zloI79P2ZP4DDXMrbNmOprjo43\" target=\"_blank\" rel=\"noopener\">What's new videos on YouTube</a></li>\n</ul>\n<div id=\"support\" class=\"nested\">\n<h2 id=\"h_01JN184C15PNREZY9Z0F8KEW5A\">Support</h2>\n<ul>\n<li style=\"margin-bottom: 6pt;\">\n<strong>Agents can identify when outbound email delivery failures have occurred.</strong> Warning messages provide information about which recipient didn't receive the email and why, including SMTP error codes to help troubleshoot the problem. See <a href=\"https://support.zendesk.com/hc/en-us/articles/7917145637530\" target=\"_blank\" rel=\"noopener noreferrer\">Understanding email delivery failures in the Zendesk Agent Workspace</a>.<br>\n<p class=\"p\"><img class=\"image img-screenshot\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/email_status_convo_log_expanded_2.png\" width=\"500\"></p>\n</li>\n<li style=\"margin-bottom: 6pt;\">\n<strong>Channel switching logic for inactive messages</strong> has been improved. Default privacy settings now apply to inactive messages and email replies. Previously, the default privacy settings didn't apply. See <a href=\"https://support.zendesk.com/hc/en-us/articles/5924725590682\" target=\"_blank\" rel=\"noopener\">About channel switching logic in the ticket composer</a>.</li>\n<li style=\"margin-bottom: 6pt;\">\n<strong>If you use intelligent triage</strong>,<strong> you can now deactivate intents directly from the list</strong> to ensure that unwanted intents are no longer detected on tickets. See <a href=\"https://support.zendesk.com/hc/en-us/articles/6298065502874\" target=\"_blank\" rel=\"noopener\">Viewing and managing intelligent triage predictions</a>.\n<p style=\"margin-bottom: 4pt; margin-top: 6pt;\"><img class=\"image img-screenshot\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_intents_system_deactivate.png\" width=\"600\"></p>\n</li>\n<li>\n<strong>The <em>autoreply</em> and <em>internal note</em> ticket trigger actions are now available to all accounts</strong>. These actions allow triggers to add pre-defined comments (autoreply) or notes (internal note) to tickets when a trigger's conditions are met. See <a href=\"https://support.zendesk.com/hc/en-us/articles/6191477770906\" target=\"_blank\" rel=\"noopener noreferrer\">Automatically adding comments and notes to tickets using triggers</a>.</li>\n<li>\n<strong>Improvements to the Custom object records page</strong> make it easier for agents and admins to use the record lists and see more information about the records with fewer clicks. See <a href=\"https://support.zendesk.com/hc/en-us/articles/6088606067866\" target=\"_blank\" rel=\"noopener noreferrer\">About the Custom object records page</a>.</li>\n<li>\n<strong>You can now search dynamic content by title and placeholder</strong> in the Dynamic Content page in Admin Center. Previously, admins could only search for dynamic content by the content in variants. <a href=\"https://support.zendesk.com/hc/en-us/articles/4408882999066\" target=\"_blank\" rel=\"noopener\">Providing multiple language support with dynamic content</a>.</li>\n</ul>\n</div>\n<div id=\"accounts-and-billing\" class=\"nested\">\n<h2 id=\"h_01JN18853C4S140PZ3RQY6NK3W\">AI agents</h2>\n<ul>\n<li>\n<strong>AI agents now come in two flexible plans</strong> to meet your unique business requirements:<br>\n<ul>\n<li>\n<strong>Essential</strong>: Included in all Zendesk Suite and Support plans. Allows you to start automating in minutes with generative replies powered by the latest AI technology.</li>\n<li>\n<strong>Advanced</strong>: Available as an add-on for any Suite and Support plans. Includes all features of the Essential level in addition to advanced functionality such as conversation flows, APIs, and advanced analytics.<br>See <a href=\"https://support.zendesk.com/hc/en-us/articles/6970583409690\">About AI agents</a>.</li>\n</ul>\n</li>\n<li>\n<strong>In AI agents - Advanced, you can now request that Zendesk restrict the AI agents that a client admin has access to.</strong> Client admins with restricted AI agent access can give other users access only to the AI agents they themselves have access to. If a client admin with restricted AI agent access is downgraded to a client editor or client user, they continue to have the same restricted AI agent access. See <a href=\"https://support.zendesk.com/hc/en-us/articles/8357756929562\">Managing user access to AI agents - Advanced</a>.</li>\n</ul>\n<h2 id=\"h_01JN1N0V6QVBZZ13BXHXB8QVDZ\">Talk</h2>\n<ul>\n<li>\n<strong>The Talk transcription service now includes</strong> the following new features:\n<ul>\n<li style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit;\"><strong style=\"box-sizing: inherit;\">Automatic speaker labeling:</strong><span> </span>Your transcripts will now identify who is speaking (agent or customer) during phone conversations.</span></li>\n<li style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit;\"><strong style=\"box-sizing: inherit;\">Keyword boosting:</strong><span> </span>Highlight specific words, such as product names or industry terms, to improve recognition and accuracy in transcriptions.</span></li>\n<li style=\"box-sizing: inherit;\">\n<span style=\"box-sizing: inherit;\"><strong style=\"box-sizing: inherit;\">Automatic redaction:</strong><span> </span>Automatically redact personally identifiable information (PII) and payment card industry (PCI) data from your transcriptions.<br></span><span style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit;\">See </span></span><a href=\"https://support.zendesk.com/hc/en-us/articles/7470764710298\">Zendesk Talk call transcription and summarization FAQ</a>.</li>\n</ul>\n</li>\n</ul>\n<h2 id=\"h_01JN184C15TF9RS7YTK3MA4FY1\">Accounts and billing</h2>\n<ul>\n<li>\n<strong>Direct debit payment accounts (via ACH)</strong> are available as a payment method for self-service customers in the USA. Previously, only eligible sales-assisted accounts could use this payment method. See <a href=\"https://support.zendesk.com/hc/en-us/articles/4408821572506\" target=\"_blank\" rel=\"noopener noreferrer\">Managing payments</a>. \n<p class=\"p\"><img id=\"topic_dnw_nhp_hvb__image_hj4_xlp_hvb\" class=\"image img-screenshot\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_billing_direct_debit_ach_small.png\" width=\"600\"></p>\n</li>\n<li>\n<strong>For customers who want to exclusively use Zendesk products for internal employee services</strong>, such as Human Resources (HR), Finance, Legal, and Information Technology (IT), Zendesk provides a set of Zendesk Suite plans designed specifically for that purpose. See <a href=\"https://support.zendesk.com/hc/en-us/articles/8767884917914\" target=\"_blank\" rel=\"noopener noreferrer\">Buying Zendesk Employee Service Suite (ES)</a>. </li>\n</ul>\n</div>\n<div id=\"[unclassified]\" class=\"nested\">\n<h2 id=\"h_01JN1DCSKPPG6C6N1TC317C9N1\">Security</h2>\n<ul>\n<li>\n<strong>Admins can require end users to use two-factor authentication</strong> when signing into help center. When this feature is turned on, end users must enter a passcode from an authenticator app after their password. See <a href=\"https://support.zendesk.com/hc/en-us/articles/4408826974874\" target=\"_blank\" rel=\"noopener noreferrer\">Managing two-factor authentication</a>.</li>\n<li>\n<strong>Redaction suggestions can now detect four additional types of personally identifiable information (PII) and work for five additional languages</strong>. Redactions suggestions are part of the Advanced Data Privacy and Protection add-on. See <a href=\"https://support.zendesk.com/hc/en-us/articles/6669399593882\" target=\"_blank\" rel=\"noopener\">Automatically detecting sensitive information for redaction</a>.</li>\n</ul>\n<h2 id=\"h_01JN1MREE0B609RVAA739PVJDS\">Apps and integrations</h2>\n<ul>\n<li>\n<strong>The LMS Conversation Simulator app</strong> uses existing tickets and keywords you specify to generate sample tickets that can be used to train your agents. See <a href=\"https://support.zendesk.com/hc/en-us/articles/8802500946970\" target=\"_blank\" rel=\"noopener noreferrer\">Installing and using the LMS Conversation Simulator app</a>.<br><br><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_2.png\" width=\"500\">\n</li>\n</ul>\n<h2 id=\"h_01JN1V0Y1JNSBFRBB5TAPFBARH\">Quality assurance</h2>\n<ul>\n<li>\n<strong>Update to the number format displayed in all Zendesk QA dashboards</strong>. Zendesk QA improved the user experience by offering a localized and familiar number format for users in different regions. See <a href=\"https://support.zendesk.com/hc/en-us/articles/8716039652250\" target=\"_blank\" rel=\"noopener noreferrer\">Announcing localized number formats for Zendesk QA dashboards</a>.</li>\n</ul>\n<h2 id=\"h_01JN1V19C32XM3JR5NF7VWS8RB\">Workforce management</h2>\n<ul>\n<li>\n<strong>New auto-tracking setting</strong>. Zendesk WFM has a new setting that allows admins to turn automatic tracking on or off. With this update, managers can decide which users can track their activity manually. See <a href=\"https://support.zendesk.com/hc/en-us/articles/6443329357210\" target=\"_blank\" rel=\"noopener noreferrer\">Activating and deactivating auto-tracking and task lock.</a>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_account_settings_general.png\" width=\"380\" height=\"389\"></p>\n</li>\n<li>\n<strong>Sort by shift start time</strong>. By default, your schedule page displays agents sorted by name. You can now also reorder them by their shift start time. See <a href=\"https://support.zendesk.com/hc/en-us/articles/6443348256794#topic_qnd_2sl_k2c\" target=\"_blank\" rel=\"noopener noreferrer\">Navigating the schedule</a>.\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_sort.png\" width=\"461\" height=\"196\"></p>\n</li>\n</ul>\n<h2 id=\"h_01JN1X4GS8GKJS2W93QPYZZMNM\">Messaging and third-party channels</h2>\n<ul>\n<li>\n<strong>Threaded comments on a public Facebook channel automatically create a new ticket</strong> if the C<em>omments on a post are added to the same ticket</em> setting is turned on. Additionally, an<span style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\">y comment on an existing post automatically creates a ticket, if a ticket for that post does not already exist. </span>See <a style=\"background-color: #ffffff; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\" href=\"https://support.zendesk.com/hc/en-us/articles/4408819897242\" target=\"_blank\" rel=\"noopener noreferrer\">Setting up your public Facebook channel</a><span style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\">.</span>\n</li>\n<li>\n<strong>Additions to messaging triggers</strong> include using a customer's email as a condition or placeholder and removing tags from a ticket. See <a href=\"https://support.zendesk.com/hc/en-us/articles/8015292388378\" target=\"_blank\" rel=\"noopener noreferrer\">Messaging triggers conditions and actions reference</a>.</li>\n</ul>\n<h2 id=\"h_01JN1NFWQ00RVAWGXN2473K1MX\">Developer</h2>\n<ul>\n<li>\n<strong>Help center integration now available with Zendesk SDK for Unity</strong>. Previously you could only access the help center through a web browser. Now, you can access the help center directly within your Unity-based application. See <a href=\"https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/unity/help_center/#adding-help-center-to-your-app\" target=\"_blank\" rel=\"noopener noreferrer\">Adding help center to your app</a>.</li>\n</ul>\n</div>",
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    {
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8948823362458-Announcing-enhanced-similar-ticket-results-boosted-by-intents-and-entities",
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      "section_id": 4405298833818,
      "created_at": "2025-02-25T12:30:40Z",
      "updated_at": "2025-02-28T17:12:22Z",
      "name": "Announcing enhanced similar ticket results boosted by intents and entities",
      "title": "Announcing enhanced similar ticket results boosted by intents and entities",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
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      "edited_at": "2025-02-25T12:32:57Z",
      "user_segment_id": null,
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      "body": "<table style=\"border-collapse: collapse; width: 100%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\"><strong>Announced on</strong></td>\n<td style=\"width: 50%;\"><strong>Rollout on</strong></td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">February 26, 2025</td>\n<td style=\"width: 50%;\">February 26, 2025</td>\n</tr>\n</tbody>\n</table>\n<p>We're excited to share new updates to the similar tickets feature. Now, similar ticket results are boosted by shared intents and entity detection. This means agents are shown more relevant similar tickets, which helps them solve tickets faster.</p>\n<p>This announcement contains the following topics:</p>\n<ul>\n<li><a href=\"#h_01JMYHCQVV4E0V2V3XT7CRTW7S\">What’s changing?</a></li>\n<li><a href=\"#h_01JMYHCKZBXDN2W4FP9M6HMQYH\">Why is Zendesk making this change?</a></li>\n<li><a href=\"#h_01JMYHCHFRXNDXKR378420Z327\">What do I have to do?</a></li>\n</ul>\n<h2 id=\"h_01JMYHCQVV4E0V2V3XT7CRTW7S\">What’s changing?</h2>\n<p>To increase the relevance of similar tickets, we’ve updated our search algorithm with the following improvements:</p>\n<ul>\n<li>\n<strong>Intent matching</strong>: Similar ticket candidates with a high-confidence <a href=\"https://support.zendesk.com/hc/en-us/articles/4550640560538\">intent</a> match to the base ticket receive a score boost. This prioritizes alignment with the “why” behind the ticket (for example, refund request).</li>\n<li>\n<strong>Entity matching</strong>: Similar ticket candidates with matching <a href=\"https://support.zendesk.com/hc/en-us/articles/6711181959194\">entities</a> to the base ticket receive a score boost. This prioritizes alignment with the “what” of the ticket (for example, iPhone 15).</li>\n<li>\n<strong>Time decay</strong>: Recent similar tickets are prioritized over older ones, ensuring recommendations remain timely and relevant.</li>\n</ul>\n<p>For example, say a user opens a ticket to upgrade their current subscription to a higher-tier plan (called \"Premium\"). If there’s a high-confidence \"Upgrade subscription\" intent and a defined entity for \"Premium,\" agents can quickly access similar tickets that share the same intent and entity. This allows them to understand previous upgrade processes, review terms offered to other users, and ensure a smooth transition for the user.</p>\n<p>Previously, we relied solely on keywords from the user's first message, making our ability to find similar tickets dependent on how issues were phrased. With this update, we improve similarity precision anytime there’s an intent and/or entity match, ensuring more accurate and relevant recommendations.</p>\n<h2 id=\"h_01JMYHCKZBXDN2W4FP9M6HMQYH\">Why is Zendesk making this change?</h2>\n<p>These updates increase the relevance of similar tickets by boosting results based on existing intents and entities. This means agents are more likely to see relevant results that help them solve tickets faster.</p>\n<h2 id=\"h_01JMYHCHFRXNDXKR378420Z327\">What do I have to do?</h2>\n<p>You don’t need to take any action. These enhancements will be automatically available from February 26, 2025 onwards to all Advanced AI customers enrolled into the similar tickets EAP. To learn more about how similar tickets work, see <a href=\"https://support.zendesk.com/hc/en-us/articles/8036381366426\">Turning on similar tickets (EAP)</a>.</p>\n<p>While no action is required, for those looking to improve the precision of similar ticket recommendations, consider the following (if you haven’t already):</p>\n<ul>\n<li>\n<a href=\"https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_gpp_p4g_htb\">Turn on intents</a>: Ensure intents are activated to improve recommendation accuracy.</li>\n<li>\n<a href=\"https://support.zendesk.com/hc/en-us/articles/8718789695002\">Sign up for the custom intents EAP</a>: This EAP allows you to tailor intents to align with your unique business needs for greater precision.</li>\n<li>\n<a href=\"https://support.zendesk.com/hc/en-us/articles/6711181959194\">Sign up for the entity detection EAP</a>: This EAP allows you to identify unique information in ticket conversations to refine results.</li>\n</ul>\n<p>If you have feedback or questions related to this announcement, visit our <a href=\"https://support.zendesk.com/hc/en-us/community/topics/6447052855194\">community forum</a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\">Zendesk Customer Support</a>.</p>",
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      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8944498156186.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8944498156186-Announcing-the-Zendesk-essentials-Live-tutorials",
      "author_id": 1263082087049,
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      "section_id": 4405298833818,
      "created_at": "2025-02-24T18:20:16Z",
      "updated_at": "2025-02-28T17:11:58Z",
      "name": "Announcing the Zendesk essentials: Live tutorials",
      "title": "Announcing the Zendesk essentials: Live tutorials",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<p>Zendesk is introducing a new series of live tutorial webinars called Zendesk essentials. These are informative sessions designed for newcomers or anyone looking to optimize their use of core features and functionality. Whether you're just starting out or seeking to refresh your skills, this series will provide fundamental education and real examples of common configurations to help you get the most out of Zendesk.</p>\n<p>This announcement includes the following topics:</p>\n<ul>\n<li><a href=\"#h_01JMWJVB51DR0Z0QWEY5BZCDWM\">What to expect</a></li>\n<li><a href=\"#h_01JMWJWGVSA8PCKE79S52BN5KQ\">Which sessions will happen in March?</a></li>\n<li><a href=\"#h_01JMWJXARQ8T8FVH2E7QZZQ0AG\">What do I need to do?</a></li>\n</ul>\n<h2 id=\"h_01JMWJVB51DR0Z0QWEY5BZCDWM\">What to expect</h2>\n<ul>\n<li>Comprehensive overviews: Each session offers a thorough introduction to the key features of Zendesk Support, ensuring you can effectively utilize the platform</li>\n<li>Step-by-step tutorials: These easy-to-follow tutorials will guide you through real workflows that other Zendesk users have found beneficial, providing both instruction and inspiration for your own use cases</li>\n<li>Best practices: Gain valuable insights from Zendesk experts and fellow users to avoid common pitfalls and build for the future</li>\n<li>Interactive Q&amp;A: Engage in live discussions where you can ask questions and receive real-time assistance from Zendesk experts</li>\n</ul>\n<h2 id=\"h_01JMWJWGVSA8PCKE79S52BN5KQ\">Which sessions will happen in March?</h2>\n<p>The team will publish an announcement a week ahead of each event in the <a href=\"https://support.zendesk.com/hc/en-us/community/topics/1260801308650\" target=\"_blank\" rel=\"noopener noreferrer\">Announcements</a> topic of the Zendesk Community. To know more about what is planned for the month of March, see the table below.</p>\n<table style=\"border-collapse: collapse; width: 100%; height: 44px;\" border=\"1\">\n<tbody>\n<tr style=\"height: 22px;\">\n<td style=\"width: 46.7618%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Session event</strong></td>\n<td style=\"width: 19.9048%; height: 22px;\" bgcolor=\"#F5F5F5\"><strong>Date and time</strong></td>\n</tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 46.7618%; height: 22px;\"><a href=\"https://usergroups.zendesk.com/events/details/zendesk-zendesk-essentials-live-tutorials-presents-building-your-ideal-zendesk-account-part-1-organizing-your-team/\" target=\"_blank\" rel=\"noopener noreferrer\">Building your ideal Zendesk account - Part 1: Organizing your team</a></td>\n<td style=\"width: 19.9048%; height: 22px;\">\n<p>March 4th, 2025</p>\n<p>11:00 AM CST (UTC-06)</p>\n</td>\n</tr>\n<tr>\n<td style=\"width: 46.7618%;\"><a href=\"https://usergroups.zendesk.com/events/details/zendesk-zendesk-essentials-live-tutorials-presents-building-your-ideal-zendesk-account-part-2-automating-ticket-assignments/\" target=\"_blank\" rel=\"noopener noreferrer\">Building your ideal Zendesk account - Part 2: Automating ticket assignments</a></td>\n<td style=\"width: 19.9048%;\">\n<p>March 11th, 2025</p>\n<p>11:00 AM CST (UTC-06)</p>\n</td>\n</tr>\n<tr>\n<td style=\"width: 46.7618%;\">\n<p><a href=\"https://usergroups.zendesk.com/events/details/zendesk-zendesk-essentials-live-tutorials-presents-building-your-ideal-zendesk-account-part-3-managing-escalations-and-implementing-macros/\" target=\"_blank\" rel=\"noopener noreferrer\">Building your ideal Zendesk account - Part 3: Managing escalations and implementing macros</a></p>\n</td>\n<td style=\"width: 19.9048%;\">\n<p>March 18th, 2025</p>\n<p>11:00 AM CST (UTC-06)</p>\n</td>\n</tr>\n<tr>\n<td style=\"width: 46.7618%;\"><a href=\"https://usergroups.zendesk.com/events/details/zendesk-zendesk-essentials-live-tutorials-presents-building-your-ideal-zendesk-account-part-4-prioritizing-and-tracking-tickets-with-custom-views/\" target=\"_blank\" rel=\"noopener noreferrer\">Building your ideal Zendesk account - Part 4: Prioritizing and tracking tickets with custom views</a></td>\n<td style=\"width: 19.9048%;\">\n<p>March 25th, 2025</p>\n<p>11:00 AM CST (UTC-06)</p>\n</td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"h_01JMWJXARQ8T8FVH2E7QZZQ0AG\">What do I need to do?</h2>\n<p>Visit the <a href=\"https://usergroups.zendesk.com/zendesk-essentials-live-tutorials/\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk essentials: Live tutorials</a> series page and click <strong>Join</strong> today to stay updated on past and upcoming events.</p>\n<p>By attending these webinars, you'll gain a deeper understanding of core Zendesk functionality, ideas for your own workflows, and access to a community of experts and peers eager to share their learnings.</p>",
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      "section_id": 4405298847002,
      "created_at": "2025-02-22T20:29:49Z",
      "updated_at": "2025-03-03T17:56:31Z",
      "name": "Release notes through 2025-2-21",
      "title": "Release notes through 2025-2-21",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-22T20:52:21Z",
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      "body": "<div class=\"note tip\">See our <a href=\"https://support.zendesk.com/hc/en-us/articles/8796457413274\" target=\"_blank\" rel=\"noopener noreferrer\">What's New</a> for an overview of what was released in the last month.</div>\n<p>This week's release notes include:</p>\n<ul>\n<li><a href=\"#h_01JHE37ZQR07MDP03Z7YBT2V3A\">Advanced AI</a></li>\n<li><a href=\"#h_01JMQPHVNTV6NQS0HFX73CNJCX\">Chat and messaging</a></li>\n<li><a href=\"#h_01JM8MJPK7J51J3QY7XABWZFY0\">App Marketplace</a></li>\n<li><a href=\"#h_01JGA2YGRMZEQMVHNQRVWN0MQE\">Products with no updates this week</a></li>\n</ul>\n<h2 id=\"h_01JHE37ZQR07MDP03Z7YBT2V3A\">Advanced AI</h2>\n<p id=\"h_01J87S17W2PV0NM8XK0NS1GCV1\"><strong>New:</strong></p>\n<ul>\n<li><span>You can now <a href=\"https://support.zendesk.com/hc/en-us/articles/8870684766234-Announcing-the-ability-to-deactivate-intents\" target=\"_blank\" rel=\"noopener noreferrer\">deactivate intents</a> directly from the list, ensuring unwanted intents are no longer detected on tickets.</span></li>\n<li><span><span>Redaction suggestions, part of the Advanced Data Privacy and Protection add-on, can now detect <a href=\"https://support.zendesk.com/hc/en-us/articles/8889439596058-Announcing-new-PII-types-and-languages-for-redaction-suggestions\" target=\"_blank\" rel=\"noopener noreferrer\">four additional types</a> of personally identifiable information (PII).</span></span></li>\n</ul>\n<p id=\"h_01J87S2C091CMP6ZVY7YNWN8GQ\"><strong>Fixed:</strong></p>\n<ul>\n<li>Fixed the auto-enable of Intelligent triage to avoid admin changes</li>\n<li>Custom intents: Ensure custom intents fallback when there's no translation</li>\n</ul>\n<h2 id=\"h_01JMQPHVNTV6NQS0HFX73CNJCX\"><span>Chat and messaging</span></h2>\n<p><strong><span>New:</span></strong></p>\n<ul>\n<li>\n<span>The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for all eligible customers to access the engagements dataset. More information can be found<span> </span></span><a href=\"https://support.zendesk.com/hc/en-us/community/posts/8369061705882\">here</a><span>. </span>\n</li>\n</ul>\n<h2 id=\"h_01JM8MJPK7J51J3QY7XABWZFY0\">App Marketplace</h2>\n<div><strong>New:</strong></div>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1106294/actionbridge/\">ACTIONBRIDGE</a> <strong>(Support)</strong>\n<ul>\n<li>ACTIONBRIDGE transforms customer feedback into action with AI-driven automation.  ActionBridge integrates seamlessly with Zendesk to analyze customer feedback and automatically generate actionable tasks. By leveraging AI, the app ensures that support teams never miss critical follow-ups, helping them resolve issues faster and improve customer satisfaction.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1099920/whatsapp-template-by-unwiredlogic/\">WhatsApp Template by Unwired Logic</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>WhatsApp Template by Unwired Logic lets agents send WhatsApp templates directly from tickets, ensuring no inquiry goes unanswered. By streamlining communication, it enhances response times, customer satisfaction, and operational efficiency.<span> </span>The app overcomes WhatsApp’s 24-hour messaging limit, enabling businesses to send approved templates and seamlessly resume conversations once customers reply.</li>\n</ul>\n</li>\n</ul>\n<h2 id=\"h_01JGA2YGRMZEQMVHNQRVWN0MQE\"><span>Products with no updates this week</span></h2>\n<ul>\n<li>Support</li>\n<li>AI agents and knowledge</li>\n<li>Chat and messaging</li>\n<li>Explore</li>\n<li>Talk</li>\n<li>Admin Center</li>\n<li>Mobile SDKs</li>\n<li>Zendesk QA</li>\n<li>Zendesk WFM</li>\n</ul>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8929793141146-Creating-a-Zendesk-ticket-from-an-advanced-AI-agent",
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      "created_at": "2025-02-21T14:06:35Z",
      "updated_at": "2025-02-21T16:16:18Z",
      "name": "Creating a Zendesk ticket from an advanced AI agent",
      "title": "Creating a Zendesk ticket from an advanced AI agent",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<div class=\"article-banners\" translate=\"no\">\n<div id=\"docs-wmp-link\"><a href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" target=\"_blank\" rel=\"noopener\">What's my plan?</a></div>\n<div id=\"addon_ai-agents-adv\" class=\"article-banner\">\n<table>\n<tbody>\n<tr>\n<td><strong>Add-on</strong></td>\n<td>AI agents - Advanced</td>\n</tr>\n</tbody>\n</table>\n</div>\n</div>\n<p>The integration builder can be used to create a Zendesk ticket from a conversation using an AI agent. This article will take you through the steps on how to do so.</p>\n<p>For reference, you can find the relevant Zendesk developer documentation on this <a href=\"https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket\">here</a>.</p>\n<p>This article contains the following topics:</p>\n<ul>\n<li><a href=\"#h_01JMMFYEASBRWXXRAF28XNKQKD\">Prerequisites</a></li>\n<li><a href=\"#h_01JMMG427HNW5W4PRRK5XF8Z4R\">Create integration</a></li>\n<li><a href=\"#h_01JMMFPMYGCPMPY9W0T1D2YY83\">Environment and endpoint</a></li>\n<li><a href=\"#h_01JMMFQ43657G51D38ZNH6M41F\">Auth</a></li>\n<li><a href=\"#h_01JMMFQBCBH3ES3XV31PB31320\">Request parameters</a></li>\n<li><a href=\"#h_01JMMFQHBNWZ94J5M8R8XF4TEG\">Body</a></li>\n<li><a href=\"#h_01JMMFQQN277KPJZMT0ETWJ2MK\">Chat transcript formatting: Standard vs HTML body</a></li>\n<li><a href=\"#h_01JMMGVKJ5KYYBZKRXYF3ZWGXY\">Standard fields vs Custom field values</a></li>\n<li><a href=\"#h_01JMMFR1R5VAT44D7PFWQZX68X\">Building in the dialogue builder</a></li>\n</ul>\n<h2 id=\"h_01JMMFYEASBRWXXRAF28XNKQKD\">Prerequisites</h2>\n<p>Required to get set up you will need:</p>\n<ul>\n<li>Your Zendesk subdomain</li>\n<li>Your authorization token (see the section below for more information)</li>\n</ul>\n<h2 id=\"h_01JMMG427HNW5W4PRRK5XF8Z4R\">Create integration</h2>\n<ol>\n<li>Create a new Integration in API Integrations.</li>\n<li>Give it a name such as Create Zendesk Ticket and a description.</li>\n</ol>\n<h2 id=\"h_01JMMFPMYGCPMPY9W0T1D2YY83\">Environment and endpoint</h2>\n<p>To access the Zendesk Ticket API, you will need to make a POST request to the following endpoint: <em>http://[your-zendesk-subdomain].zendesk.com/api/v2/tickets</em></p>\n<p>With your Zendesk subdomain, you can construct the endpoint URL to your Zendesk instance. This URL is then used in the Environments section of the integration builder to make the POST request.</p>\n<ol>\n<li>Navigate to the Environments section of the integration builder.</li>\n<li>For Method type, select POST.</li>\n<li>Add your constructed URL endpoint for the Ticket API.<br><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_1.png\" width=\"600\">\n</li>\n</ol>\n<h2 id=\"h_01JMMFQ43657G51D38ZNH6M41F\">Auth</h2>\n<p>To access the Zendesk API, you will need to create a token in Admin Center.</p>\n<ol>\n<li>In Admin center, go to Apps and integrations and select APIs &gt; Zendesk API.<br>You will see the below screen where you can add a new token.<br><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_2.png\" width=\"600\">\n</li>\n<li>Click <strong>Add API token</strong>.</li>\n<li>Give it a name such as <strong>Create Ticket</strong>.</li>\n<li>Copy the token somewhere safe, as you will need this for setting up the integration in the integration builder.</li>\n</ol>\n<p>Once you have these, you can add them to your integration in the integration builder.</p>\n<ol>\n<li>In the <strong>Environment</strong> section, click <strong>Authorization</strong>.</li>\n<li>In <strong>Authorization</strong> type, select <strong>Basic Auth</strong>.</li>\n<li>Enter an admin email address with <strong>/token</strong> appended at the end.</li>\n<li>Paste your created token as the password.<br><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_3.png\" width=\"600\">\n</li>\n<li>Make sure to include the authorization token in the request by manually constructing it in the headers.<br><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_4.png\" width=\"600\">\n</li>\n</ol>\n<h2 id=\"h_01JMMFQBCBH3ES3XV31PB31320\">Request Parameters</h2>\n<p>This is where you will be passing data from the AI agent conversation into the integration to create the ticket.</p>\n<p>For the live integration, you will need to set the parameters on your dialogue and then match these to your request parameters in the integration builder. For testing purposes, you can create the request parameters with test values as we are not using live data from a conversation.</p>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_5.png\" width=\"600\"></p>\n<p>Make sure that your request parameter names match those that you have set in your dialogue (via actions). See <a href=\"#h_01JMMFR1R5VAT44D7PFWQZX68X\">Building in the dialogue builder</a> for more information.</p>\n<h2 id=\"h_01JMMFQHBNWZ94J5M8R8XF4TEG\">Body</h2>\n<p>The body is where you are going to send all of the data from the conversation to create the ticket via the Ticket API. The structure of this body must match the schema for the Ticket API.</p>\n<p>To see the schema and which fields can be created with your ticket, see the Zendesk developer documentation <a href=\"https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#json-format\">here</a>.</p>\n<p>Below is an example request body with the request parameters we created earlier.</p>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_6.png\" width=\"600\"></p>\n<p>Test the integration by clicking <strong>Test Production</strong>.</p>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_7.png\" width=\"600\"></p>\n<p>You should then be able to see your newly created ticket in your Zendesk dashboard.</p>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_8.png\" width=\"600\"></p>\n<h2 id=\"h_01JMMFQQN277KPJZMT0ETWJ2MK\">Chat transcript formatting: Standard vs HTML body</h2>\n<p>The Ticket API supports either <em>body</em> or <em>html_body</em> for comments. When using <em>body</em>, multiple consecutive spaces are collapsed into a single space and multiple new line (“/n”) characters are collapsed into a single new line. Whereas, when using <em>html_body</em>, you're able to use standard HTML syntax for your comment formatting.</p>\n<p>For more information, see the Zendesk developer documentation <a href=\"https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/#bodies\">here</a>.</p>\n<p>To use either in your created ticket, you'll structure the one you want to use in “comment” in the request body.</p>\n<p>Note: Use either option, not both as in the demonstration below.</p>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_9.png\" width=\"600\"></p>\n<p>If you're sending the chat transcript from the conversation, then it's recommended that you use the reformat values tool to make the transcript more readable. Rather than just being one big chunk of text, you can add line breaks for the beginning of each message. </p>\n<p>If you're sending an HTML body, then you can use the Reformat values tool to add your HTML.</p>\n<p>For instructions on how to use the Reformat values tool, see <a href=\"https://support.zendesk.com/hc/en-us/articles/8560203369242\">Reformatting values in request parameters for advanced AI agents</a>.</p>\n<p>In the screenshot below, we've reformatted the chat transcript to make clickable URLs and added line breaks with <em>&lt;br&gt;</em>.</p>\n<p><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_10.png\" width=\"600\"></p>\n<h2 id=\"h_01JMMGVKJ5KYYBZKRXYF3ZWGXY\">Standard fields vs Custom field values</h2>\n<p>In addition to the standard fields that can be created and sent in the body of the request, you can also create custom field values. For instructions on how to set up custom fields in the body, see the Zendesk developer documentation <a href=\"https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#setting-custom-field-values\">here</a>.</p>\n<h2 id=\"h_01JMMFR1R5VAT44D7PFWQZX68X\">Building in the Dialogue Builder</h2>\n<ol>\n<li>Add the API Node and select the Create Zendesk Ticket integration that you created above.</li>\n<li>Create an <a href=\"https://support.zendesk.com/hc/en-us/articles/8357756651290\">action</a> on the API node which sets the parameters from the conversation.<br>It will look something like this:<br><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_11.png\" width=\"600\">\n</li>\n<li>Add a message for the Success and Fallback scenarios.<br><img src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_create_ticket_12.png\" width=\"600\">\n</li>\n</ol>\n<p>\n<script id=\"article-banners-script\">\n    //<![CDATA[\n    const style = document.createElement('style');\n    style.innerHTML = `#styled-article-body{padding:1rem 0 0}#article-body #docs-wmp-link{text-align:right;font-size:.8em}#article-body .article-banners{margin-bottom:1rem}#article-body .article-banner{border:1px solid #ded7ca;background-color:#f6f0e6;margin:0 0 3px;line-height:1}#article-body .article-banner table{border-collapse:collapse;border:none;margin:0;width:auto}#article-body .article-banner td{padding:8px 6px 8px;border:none;font-size:.85em}#article-body .article-banner td:nth-child(2){border-left:1px solid #d0c9bd}#article-body .article-banner strong{font-weight:400;text-shadow:0 0 1px rgba(0,0,0,.5);letter-spacing:.5px}@media (min-width:1600px){#article-body .article-banner td{font-size:.8em}#article-body .docs-wmp-link{font-size:.7em}}`;\n    document.head.appendChild(style);\n    //]]>\n  </script>\n</p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8926918125722-How-can-I-create-a-dashboard-to-gain-insights-about-my-business",
      "author_id": 1900815493244,
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      "section_id": 4405303718426,
      "created_at": "2025-02-21T01:51:40Z",
      "updated_at": "2025-02-26T17:12:09Z",
      "name": "How can I create a dashboard to gain insights about my business?",
      "title": "How can I create a dashboard to gain insights about my business?",
      "source_locale": "en-us",
      "locale": "en-us",
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      "edited_at": "2025-02-21T02:29:07Z",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>How can I create my first dashboard? How do I share a dashboard with my team?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>In Explore, you can clone a prebuilt dashboard, start a new one from scratch, or <a href=\"https://support.zendesk.com/hc/en-us/articles/4408831595418\" target=\"_blank\" rel=\"noopener noreferrer\">create a dashboard</a> from a template. The dashboard builder is an interactive tool that lets you add and customize components, such as reports and filters. Publish and share the dashboard to provide your teams with data about your business across the Zendesk products.</p>\n<p>Watch the video below to learn how to get started with dashboards.</p>\n<p><iframe src=\"//www.youtube-nocookie.com/embed/NtU9vuAvFvA\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"\"></iframe></p>\n<div id=\"topic_zcc_5yr_my__note_eny_g13_bbc\" class=\"note attention\">\n<span class=\"attentiontitle\"></span> The information in this article covers the new Explore dashboard builder, released in November 2024. The legacy dashboard builder will remain available until Q4 2025. If you’re using the legacy dashboard builder and need help, see <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8210448879002\" target=\"_blank\" rel=\"noopener\">About the legacy Explore dashboard builder</a>.</div>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8922391373978-Monitoring-automated-resolution-usage",
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      "created_at": "2025-02-20T06:03:45Z",
      "updated_at": "2025-02-28T13:48:36Z",
      "name": "Monitoring automated resolution usage",
      "title": "Monitoring automated resolution usage",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<body>\n\n<div class=\"body\">\n<p class=\"p\"><img alt=\"Available on all Suite plans\" id=\"monitoring_ar_usage__image_y2s_xg5_cpb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png\"></p>\n<p class=\"p\">You can track your automated resolution usage, which can help you determine whether your\n            plan-based automated resolution baseline meets your needs. When you are near your\n            automated resolution limit, you'll be alerted in Admin Center and your billing admin\n            will receive an email notification.</p>\n<p class=\"p\">This article includes the following topics:</p>\n<div class=\"p\">\n<ul class=\"ul\" id=\"monitoring_ar_usage__ul_pbh_bzw_k2c\">\n<li class=\"li\"><a class=\"xref\" href=\"#topic_s32_rww_k2c\">Viewing the Automated resolutions dashboard</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_uyw_rww_k2c\">Monitoring automated resolutions at the conversation level (AI agents - Advanced)</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_qgd_sww_k2c\">Monitoring automated resolutions at the account level (AI agents - Advanced)</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"#topic_dfj_sww_k2c\">Viewing automated resolution usage banners</a></li>\n</ul>\n</div>\n<p class=\"p\">Related articles:</p>\n<ul class=\"ul\" id=\"monitoring_ar_usage__ul_sdl_mwy_hcc\">\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6970583409690\" target=\"_blank\">Overview of AI agents</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010\" target=\"_blank\">About automated resolutions for AI\n                agents</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226\" target=\"_blank\">Managing your automated resolutions</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/7460877856026\" target=\"_blank\">Turning off automated resolution\n                features</a></li>\n</ul>\n</div>\n<div aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_s32_rww_k2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title2\">Viewing the Automated resolutions dashboard</h2>\n<div class=\"body\">\n<p class=\"p\">The Automated resolutions dashboard provides a look into how many automated\n                resolutions you use. The dashboard can help you determine how well your AI agents\n                deflect customer support requests and whether you should change your current\n                configurations. This information can also help you forecast your future automated\n                resolution needs.</p>\n<p class=\"p\"><strong class=\"ph b\">To view the Automated resolutions usage dashboard</strong></p>\n<div class=\"p\">\n<ul class=\"ul\" id=\"topic_s32_rww_k2c__ul_npg_nmc_g2c\">\n<li class=\"li\"><span class=\"ph\">In <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\">Admin Center</a>, click <img class=\"image\" id=\"topic_s32_rww_k2c__d7e100\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png\">\n<strong class=\"ph b\">Account</strong> in the sidebar, then select <strong class=\"ph b\">Usage &gt; Automated resolutions</strong>.</span></li>\n</ul>\n</div>\n<img class=\"image\" id=\"topic_s32_rww_k2c__image_hxq_grh_ccc\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ar_dashboard-viewonly.png\" width=\"600\">\n<p class=\"p\">The dashboard includes basic information about your automated resolution usage.</p>\n<ul class=\"ul\" id=\"topic_s32_rww_k2c__ul_t1q_hbm_1bc\">\n<li class=\"li\">\n<strong class=\"ph b\">Overview</strong>\n<ul class=\"ul\" id=\"topic_s32_rww_k2c__ul_ypy_vf3_bdc\">\n<li class=\"li\">\n<strong class=\"ph b\">Allowance usage</strong> displays the percentage of automated resolutions\n                            used in the current billing period.</li>\n<li class=\"li\">\n<strong class=\"ph b\">Automated resolutions</strong> displays the number of automated\n                            resolutions used in the current billing period.</li>\n</ul>\n</li>\n<li class=\"li\">\n<strong class=\"ph b\">Usage details</strong> displays a chart tracking the number of automated\n                    resolutions used per day for the selected time period. Use the drop-down menus\n                    to change the time span covered in the breakdown, as defined in <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_m1n_sq4_jwb\" target=\"_blank\">Understanding how automated resolutions are\n                        measured</a>, and to display usage by type of automated resolution used,\n                    or to group types together.</li>\n<li class=\"li\">\n<strong class=\"ph b\">Show cumulative</strong> toggles on or off the aggregate of usage for the\n                    subscription term.</li>\n</ul>\n<p class=\"p\">The dashboard only displays data on <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_m1n_sq4_jwb\" target=\"_blank\">confirmed automated resolutions</a>.</p>\n<p class=\"p\">From the dashboard, you can access the page to <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226\" target=\"_blank\">manage your automated resolution overage setting</a> and\n                    <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5352026794010#topic_g2n_q3x_4wb\" target=\"_blank\">add automated resolutions to your\n                account</a>.</p>\n</div>\n</div>\n<div aria-labelledby=\"ariaid-title3\" class=\"topic nested1\" id=\"topic_uyw_rww_k2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title3\">Monitoring automated resolutions at the conversation level (AI agents - Advanced)</h2>\n<div class=\"body\">\n<p class=\"p\">At the conversation level, automated resolutions are indicated in the <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357749580186\" target=\"_blank\">Conversation Logs</a>.</p>\n<p class=\"p\">In the Conversation Logs, an automated resolution icon (<img class=\"image\" height=\"16\" id=\"topic_uyw_rww_k2c__image_uqk_www_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_icon.png\" width=\"16\">) is added to any conversation\n                that <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357756668186#h_01J9RSTM1SK4576RC26JRWCYTM\" target=\"_blank\">consumes an automated resolution.</a>\n</p>\n<p class=\"p\"><img class=\"image\" id=\"topic_uyw_rww_k2c__image_txt_cxw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_in_convo_log.png\" width=\"500\"></p>\n<p class=\"p\">Additionally, you can drill into a specific conversation to see an explanation of the\n                automated resolution verification.</p>\n<p class=\"p\"><strong class=\"ph b\">To view a conversation’s automated resolution verification details </strong></p>\n<div class=\"p\">\n<ol class=\"ol\" id=\"topic_uyw_rww_k2c__ol_qf2_nxw_k2c\">\n<li class=\"li\">In the main menu, select <strong class=\"ph b\">Conversation Logs</strong>.</li>\n<li class=\"li\">From the list, select a conversation with the automated resolution icon\n                            (<img class=\"image\" height=\"16\" id=\"topic_uyw_rww_k2c__image_mnq_1yw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_icon.png\" width=\"16\">).</li>\n<li class=\"li\">Click <strong class=\"ph b\">Details</strong>.<p class=\"p\">In the <strong class=\"ph b\">Conversation Overview</strong> panel that opens\n                            on the right, the <strong class=\"ph b\">Automated resolution</strong> section includes an\n                            explanation of why the conversation is considered to be\n                                verified.</p>\n<p class=\"p\"><img class=\"image\" id=\"topic_uyw_rww_k2c__image_zr4_fyw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_ARs_in_convo_overview.png\" width=\"350\"></p>\n</li>\n</ol>\n</div>\n</div>\n</div>\n<div aria-labelledby=\"ariaid-title4\" class=\"topic nested1\" id=\"topic_qgd_sww_k2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title4\">Monitoring automated resolutions at the account level (AI agents - Advanced)</h2>\n<div class=\"body\">\n<div class=\"bodydiv\">\n<p class=\"p\">At the account level, automated resolutions are reported in the\n                    Performance Overview Dashboard.</p>\nThe Performance Overview Dashboard includes\n                an Automated Resolutions Rate report that shows your automated resolutions usage at\n                the account level. For details, see <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357756439322\" target=\"_blank\">Analyzing AI Agents with the Performance Overview\n                    Dashboard</a>.<p class=\"p\"><img class=\"image\" id=\"topic_qgd_sww_k2c__image_yw3_kyw_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_automated_resolutions_report.png\" width=\"600\"></p>\n</div>\n</div>\n</div>\n<div aria-labelledby=\"ariaid-title5\" class=\"topic nested1\" id=\"topic_dfj_sww_k2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title5\">Viewing automated resolution usage banners </h2>\n<div class=\"body\">\n<p class=\"p\">On AI agent pages in Admin Center, overage warning banners notify you when you’ve\n                used 80% of your automated resolutions, and will be updated when you’ve used 100%.\n                Banners will include basic information about what happens when you reach your limit\n                based on your <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8357756668186-About-automated-resolutions-for-advanced-AI-agents#h_01J9RSWWA5WWTTSYQ56EYKM8V1\" target=\"_blank\">automated resolution overage setting</a>.</p>\n<p class=\"p\">You can't dismiss these banners and they will remain visible until\n                automated resolutions are again available for your account when your billing cycle\n                resets or you purchase additional automated resolutions.</p>\n<p class=\"p\">Overage warning banners appear on related Admin Center pages,\n                including:</p>\n<div class=\"p\">\n<ul class=\"ul\" id=\"topic_dfj_sww_k2c__ul_hps_qyw_k2c\">\n<li class=\"li\">\n<p class=\"p\">The parent AI agents page, as well as the following child\n                            pages: </p>\n<div class=\"p\">\n<ul class=\"ul\" id=\"topic_dfj_sww_k2c__ul_rpv_ryw_k2c\">\n<li class=\"li\">AI agents for messaging\n                                </li>\n<li class=\"li\">AI agents for email and webform </li>\n</ul>\n</div>\n</li>\n<li class=\"li\">The Web Widget (Classic) page \n                    </li>\n<li class=\"li\">The Automated resolution dashboard \n                    </li>\n</ul>\n</div>\n<p class=\"p\">Overage warning banners also appear on every page in the AI agents -\n                Advanced add-on.</p>\n<p class=\"p\">If you choose to <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6958358659226#topic_iw3_b2h_bdc\" target=\"_blank\">pause AI agent functionality </a>when you\n                reach your automated resolution limit, notifications will appear on the admin pages\n                for each of the paused capabilities.</p>\n<p class=\"p\">Additionally, your account billing admin will be notified directly when\n                your account nears its automated resolution limit, and again when it reaches that\n                limit. </p>\n</div>\n</div>\n</body>",
      "user_segment_ids": []
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    {
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8920679615258-Zendesk-WFM-reports-overview",
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      "created_at": "2025-02-19T21:14:21Z",
      "updated_at": "2025-02-25T16:01:15Z",
      "name": "Zendesk WFM reports overview",
      "title": "Zendesk WFM reports overview",
      "source_locale": "en-us",
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      "edited_at": "2025-02-19T21:14:21Z",
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      "body": "<body>\n\n<div class=\"body\">\n<div class=\"article-banners\" translate=\"no\">\n<div id=\"docs-wmp-link\">\n<a href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" rel=\"noopener\" target=\"_blank\">What's my plan?</a>\n</div>\n\n\n<div class=\"article-banner\" id=\"addon_wfm\">\n<table>\n<tbody>\n<tr>\n<td>\n<strong>Add-on</strong>\n</td>\n<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>\n</tr>\n</tbody>\n</table>\n</div>\n\n</div>\n<p class=\"p\" dir=\"ltr\">Managers can monitor agent performance, attendance, and time-off requests using\n      pre-defined Zendesk Workforce management (WFM) <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443363334810\" target=\"_blank\">system report templates</a>. Use the historical information in these\n      reports to identify patterns and gain insights into agent activity and attendance. </p>\n<p class=\"p\" dir=\"ltr\">You can also create custom reports to analyze various metrics, such as your\n      workforce performance over a selected period of time. Data can be grouped in multiple ways,\n      and specific filters can be applied for a more granular view from the Reports page. </p>\n<p class=\"p\" dir=\"ltr\">When you create <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331692698\" target=\"_blank\">custom report templates</a>, they're saved and can be reused for\n      different time periods or parameters. </p>\n<p class=\"p\" dir=\"ltr\">This article lists all metrics available for your WFM reports, including both <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538\" target=\"_blank\">system</a> and <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818\" target=\"_blank\">custom reports</a>. </p>\n<p class=\"p\"><strong class=\"ph b\">Agent Attendance report metrics</strong></p>\n<ul class=\"ul\" id=\"topic-1__ul_gbp_xxt_k2c\">\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Attendance%20(Rate)\" target=\"_blank\">Attendance (Rate)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Late%20(Occurrences)\" target=\"_blank\">Late (Occurrences)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Late%20(Duration)\" target=\"_blank\">Late (Duration)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Left%20Early(Occurrences)\" target=\"_blank\">Left Early (Occurrences)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Left%20Early(Duration)\" target=\"_blank\">Left Early (Duration)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Overtime%20(Occurrences)\" target=\"_blank\">Overtime (Occurrences)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Overtime%20(Duration)\" target=\"_blank\">Overtime (Duration)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Occupancy%20Rate\" target=\"_blank\">Occupancy Rate</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Scheduled%20Time\" target=\"_blank\">Scheduled Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Total%20Time\" target=\"_blank\">Total Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Unpaid%20GeneralTask(Duration)\" target=\"_blank\">Unpaid General Task (Duration)</a></li>\n</ul>\n<p class=\"p\"><strong class=\"ph b\">Point Metrics</strong></p>\n<ul class=\"ul\" id=\"topic-1__ul_hbp_xxt_k2c\">\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Assigned%20Point\" target=\"_blank\">Assigned Point</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Attended%20Point\" target=\"_blank\">Attended Point</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Bounced%25Points\" target=\"_blank\">Bounced Points</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Escalated%20Point\" target=\"_blank\">Escalated Point</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Handled%20Point\" target=\"_blank\">Handled Point</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Public%20Comments\" target=\"_blank\">Public Comments</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Private%20Comments\" target=\"_blank\">Private Comments</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Reopened%20Point\" target=\"_blank\">Reopened Point</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Solved%20Point\" target=\"_blank\">Solved Point</a></li>\n</ul>\n<p class=\"p\"><strong class=\"ph b\">Rate and Time Metrics</strong></p>\n<ul class=\"ul\" id=\"topic-1__ul_ibp_xxt_k2c\">\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Adherence%20Rate\" target=\"_blank\">Adherence Rate</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Average%20Handle%20Time\" target=\"_blank\">Average Handle Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Bounce%25Rate\" target=\"_blank\">Bounce Rate</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#First%20Response%20Time\" target=\"_blank\">First Response Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#First%20Response%20Time%20After%20Assignment\" target=\"_blank\">First Response Time after Assignment</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#In%20Adherence%20Time\" target=\"_blank\">In Adherence Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Tickets%25Touched\" target=\"_blank\">Number of Tickets Touched</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Number%20of%20Unique%20Tickets%20with%20Time%20Spent\" target=\"_blank\">Number of Unique Tickets with Time Spent</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Occupancy%20Rate\" target=\"_blank\">Occupancy Rate</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Out%20of%20Adherence%20Time\" target=\"_blank\">Out of Adherence Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Paid%20Time\" target=\"_blank\">Paid Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Paid%20General%20Task%20Time\" target=\"_blank\">Paid General Task Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Productive%20General%20Task%20Time\" target=\"_blank\">Productive General Task Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Productive%20Time\" target=\"_blank\">Productive Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Resolution%25Rate\" target=\"_blank\">Resolution Rate</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Solved%20Points%20per%20Paid%20Hour\" target=\"_blank\">Solved Points per Paid Hour</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Solved%20Points%20per%20Productive%20Hour\" target=\"_blank\">Solved Points per Productive Hour</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Solved%25Rate\" target=\"_blank\">Solved Rate</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Ticket%20Time\" target=\"_blank\">Ticket Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Total%20Time\" target=\"_blank\">Total Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Unproductive%20Time\" target=\"_blank\">Unproductive Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Unproductive%20General%20Task%20Time\" target=\"_blank\">Unproductive General Task Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Unpaid%20General%20Task%20Time\" target=\"_blank\">Unpaid General Task Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Untracked%20Time\" target=\"_blank\">Untracked Time</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Utilization\" target=\"_blank\">Utilization</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818-WFM-custom-report-metrics#Utilization\" target=\"_blank\">Utilization OCR</a></li>\n</ul>\n<p class=\"p\"><strong class=\"ph b\">Time off report metrics</strong></p>\n<ul class=\"ul\" id=\"topic-1__ul_jbp_xxt_k2c\">\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Approved(Occurrences)\" target=\"_blank\">Approved (Occurrences)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Approved(Duration)\" target=\"_blank\">Approved (Duration)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Planned(Occurrences)\" target=\"_blank\">Planned (Occurrences)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Unplanned(Occurrences)\" target=\"_blank\">Unplanned (Occurrences)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Unplanned(Duration)\" target=\"_blank\">Unplanned (Duration)</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538-WFM-system-report-metrics#Planned(Duration)\" target=\"_blank\">Planned (Duration)</a></li>\n</ul>\n<div class=\"section\" id=\"topic-1__section_kbp_xxt_k2c\">\n<h2 class=\"title sectiontitle\">Related resources</h2>\n<p class=\"p\" dir=\"ltr\">The following articles explain how to create, manage, and use WFM reports.</p>\n<ul class=\"ul\" id=\"topic-1__ul_lbp_xxt_k2c\">\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443363334810\" target=\"_blank\">About system WFM report templates</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331692698\" target=\"_blank\">About custom WFM report templates</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443331680538\" target=\"_blank\">WFM system report metrics</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376913818\" target=\"_blank\">WFM custom report metrics</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443376873242\" target=\"_blank\">Scheduling WFM report exports</a></li>\n</ul>\n</div>\n</div>\n<script id=\"article-banners-script\">\n    //<![CDATA[\n      const style = document.createElement('style');\n      style.innerHTML = 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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8904109811994-Release-notes-through-2025-2-14",
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      "created_at": "2025-02-17T00:20:21Z",
      "updated_at": "2025-02-22T20:28:21Z",
      "name": "Release notes through 2025-2-14",
      "title": "Release notes through 2025-2-14",
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      "body": "<div class=\"note tip\">See our <a href=\"https://support.zendesk.com/hc/en-us/articles/8796457413274\" target=\"_blank\" rel=\"noopener noreferrer\">What's New</a> for an overview of what was released in the last month.</div>\n<p>This week's release notes include:</p>\n<ul>\n<li><a href=\"#h_01JHE37ZQR07MDP03Z7YBT2V3A\">Advanced AI</a></li>\n<li><a href=\"#h_01JK4448AS70QFDD7HJ856SMWX\">AI agents and knowledge</a></li>\n<li><a href=\"#h_01JMAKS93CATXJHSXF6BYW1YG9\">Chat and messaging</a></li>\n<li><a href=\"#h_01JK4406QQM5E3RF5HBRMJH6JA\">Talk</a></li>\n<li><a href=\"#h_01JM8MJPK7J51J3QY7XABWZFY0\">App Marketplace</a></li>\n<li><a href=\"#h_01JM8N0YZBT0VNGX1AXJ3YW5CZ\">Mobile SDKs</a></li>\n<li><a href=\"https://support.zendesk.com/hc/en-us/articles/8870356823706#h_01JGA2YGRMZEQMVHNQRVWN0MQE\">Products with no updates this week</a></li>\n</ul>\n<h2 id=\"h_01JHE37ZQR07MDP03Z7YBT2V3A\">Advanced AI</h2>\n<p><strong>New:</strong></p>\n<ul>\n<li><span>You can now <a href=\"https://support.zendesk.com/hc/en-us/articles/8870684766234-Announcing-the-ability-to-deactivate-intents\" target=\"_blank\" rel=\"noopener noreferrer\">deactivate intents</a> directly from the list, ensuring unwanted intents are no longer detected on tickets.</span></li>\n</ul>\n<h2 id=\"h_01JK4448AS70QFDD7HJ856SMWX\">AI agents and knowledge</h2>\n<p><strong>New:</strong></p>\n<ul>\n<li>We've released a detailed developer guide for <a href=\"https://developer.zendesk.com/documentation/ticketing/using-the-zendesk-api/incremental-ticket-export-csat/?_gl=1*uaxbnl*_ga*NjQzODY0NDU5LjE3MzA1Njk4MTM.*_ga_0G6FC9CS2V*MTczOTc1MTQ4Ni43ODguMS4xNzM5NzUxOTI2LjU3LjAuMA..\" target=\"_blank\" rel=\"noopener noreferrer\">Getting the CSAT ratings of tickets</a>.</li>\n</ul>\n<h2 id=\"h_01JMAKS93CATXJHSXF6BYW1YG9\">Chat and messaging</h2>\n<p><strong><span>New:</span></strong></p>\n<ul>\n<li>\n<span>The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for all eligible customers to access the engagements dataset. More information can be found<span> </span></span><a href=\"https://support.zendesk.com/hc/en-us/community/posts/8369061705882\">here</a><span>. </span>\n</li>\n</ul>\n<h2 id=\"h_01JK4406QQM5E3RF5HBRMJH6JA\"><span>Talk</span></h2>\n<p><strong>Fixed:</strong></p>\n<ul>\n<li>Fixed a bug that resulted in 4xx errors when hitting the tickets update endpoint using Talk Partner Edition.</li>\n</ul>\n<h2 id=\"h_01JM8MJPK7J51J3QY7XABWZFY0\">App Marketplace</h2>\n<p id=\"h_01JM8MJPK7H12FJ61V70YT9HXD\"><strong>New:</strong></p>\n<ul>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1103243/team-statistics-dashboard/\">Team Statistics Dashboard</a> <strong>(Support)</strong>\n<ul>\n<li>Team Statistics Dashboard is designed to help you analyze your team's performance, identify areas for improvement, and drive better customer satisfaction. Experience the difference with Vallentes' expertise in analytics and support optimization. Monitor your Zendesk groups and tickets with up-to-the-minute data. Track total cases, open cases, pending cases, on-hold cases, solved cases, and customer satisfaction reviews. Utilize interactive charts and graphs to easily interpret your team's performance and more.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1103191/change-sender-email/\">Change Sender Email</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>Change Sender Email is designed to streamline the support process for agents by allowing them to change their email address to respond to customer tickets more easily. This feature ensures that agents can maintain professionalism and consistency in communication by selecting the most appropriate email address from a predefined list of support email addresses available within Zendesk.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1104791/easyapp/\">EasyApp</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>EasyApp is the perfect solution for Zendesk administrators looking to quickly and easily integrate external systems, such as Salesforce, Hubspot, Monday, Zoho, etc., any CRM or API-enabled system. With an intuitive interface, EasyApp allows you to set up API calls in just four steps and thus display relevant data directly in the Zendesk ticket creation interface to agents.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1096393/api-viewer/\">API Viewer</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>API Viewer offers an easy way to make GET API calls to all API endpoints provided by Zendesk, giving you access to tons of data with the click of a button without needing Postman, the command line, or API tokens.  Easily access vital API calls like audit logs and event histories, seamlessly integrated alongside your customer inquiries. No more going to Postman or the Zendesk documentation to surface this data.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1095194/csat-viewer/\">CSAT Viewer</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>CSAT Viewer integrates directly into the Zendesk Agent Workspace, providing a seamless way for agents to view<span> </span>Zendesk Satisfaction Survey<span> </span>results alongside tickets. This app empowers agents to understand customer feedback better and quickly identify areas for improvement or success in customer support interactions.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1104922/bcrcx-self-service-portal/\">BCR.CX Self Service Portal</a> <strong>(Support)</strong>\n<ul>\n<li>The BCR.CX Self Service Portal helps you manage your Zendesk subscription for BCR.CX customers.  You can easily view all your Zendesk billing information, request user additions, account upgrades, or downgrades, or reach out to the BCR.CX support team via chat, all directly from the portal.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1102847/connectwise-by-integratecloud/\">Connectwise by IntegrateCloud</a> <strong>(Support)</strong>\n<ul>\n<li>Connectwise by IntegrateCloud allows agents to easily create ConnectWise tickets from Zendesk tickets.  They can use this app to search and link existing tickets and notify ConnectWise tickets. Using this app, you can collaborate with your support</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1095191/intelligence-viewer/\">Intelligence Viewer</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>Intelligence Viewer is a sidebar app for Agent Workplace that provides a rich overview of the data surfaced by Zendesk AI and Intelligent Triage.  Intelligence Viewer displays the ticket's intent, sentiment, and language to your agents, similar to how Zendesk used to present this data before redesigning the Agent Workspace to align with the Agent Copilot. In addition, our App consolidates a ticket's custom entities in one place.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1104879/lms-conversation-simulator/\">LMS Conversation Simulator</a> <strong>(Support)</strong>\n<ul>\n<li>LMS Conversation Simulator is your comprehensive training management tool, created by Zendesk Labs.  Develop tailored training scenarios for various customer interactions, give your agents a safe space to practice realistic customer interaction, enhance agent skills through realistic simulations, and more.  LMS empowers your support team to develop the skills needed to excel in customer service. Learn more about setting up training scenarios and maximizing the potential of LMS in our Help Center article.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1105176/eteg-self-service-portal/\">Eteg Self Service Portal</a> <strong>(Support)</strong>\n<ul>\n<li>\n<span>Eteg Self Service Portal<span> </span></span>helps you manage your Zendesk subscription for Eteg customers.  Easily view all your Zendesk billing information, request user additions, account upgrades and downgrades, or directly contact the Eteg support team via chat, all directly from the portal.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/messaging/38/certainly-by-cegeka/\">Certainly by Cegeka</a> <strong>(Messaging)</strong>\n<ul>\n<li>Certainly by Cegeka optimizes every touchpoint precisely, empowering your brand’s vision through intuitive AI agents. Cegeka partners with your team to design, deploy, and optimize AI agents that reflect your brand’s identity and goals.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1099168/maximizer-crm/\">Maximizer CRM</a> <strong>(Support)</strong>\n<ul>\n<li>Maximizer CRM's integration with Zendsk ensures seamless synchronization of Zendesk tickets with Maximizer CRM, providing complete visibility into customer interactions. With automated logging of key ticket events—such as status changes and assignee updates—directly to the contact's Timeline in Maximizer, your team gains real-time insights. This allows sales and support teams to stay aligned, responsive, and productive without switching tools.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1105989/ticket-times-advanced/\">Ticket Times Advanced</a> <strong>(Support) (paid)</strong>\n<ul>\n<li>Ticket Times Advanced is a premium version of the Ticket Times app that includes exclusive features like unlimited creation of custom time targets, time rules based on multiple criteria, specific agent groups, ticket forms, types, and more.  This premium version is ideal for teams requiring more granular response time control and precise AHT management across different support scenarios.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/chat/262992/unitq/\">unitQ Monitor</a> <strong>(Chat)</strong>\n<ul>\n<li>unitQ Monitor helps you get a complete view of the customer experience by augmenting Zendesk support data with insights from chatbot interactions, support calls, user reviews, social media, surveys, and more. unitQ's AI models centralize and analyze customer feedback from every channel in real-time to detect user friction, alert the right teams, and provide detailed root-cause analysis to help you address issues before they overwhelm your help desk.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1105679/optimateme-self-service-portal/\">Optimate.me Self Service Portal</a> <strong>(Support)</strong>\n<ul>\n<li>\n<span>Optimate.me Self Service Portal<span> </span></span>helps you manage your Zendesk subscription for<span> </span><span>Optimate.me</span><span> </span>customers.  Easily view all your Zendesk billing information, request user additions, account upgrades/downgrades, or directly contact the<span> </span><span>Optimate.me</span><span> </span>support team via chat, all directly from the portal.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1105861/siena-ai-agent/\">Siena AI Agent</a> <strong>(Support)</strong>\n<ul>\n<li>Siena AI Agent transforms your Zendesk experience with Siena, the autonomous AI platform that combines human empathy with AI to deliver exceptional customer service at scale.  Siena handles over 80% of daily customer service interactions, achieves 98% faster response times and 90% faster resolution times, reasons, takes action with human accuracy, and manages multiple intents and complex tasks in a single conversation.  </li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1102685/sunbeam-feedback/\">Sunbeam Feedback</a> <strong>(Support)</strong>\n<ul>\n<li>Sunbeam Feedback is an AI-driven feedback analytics platform that helps businesses transform employee and customer feedback into meaningful insights. Its cutting-edge technology enables organizations to easily identify trends, improve experiences, and make data-driven decisions.</li>\n</ul>\n</li>\n<li>\n<a href=\"https://www.zendesk.com/marketplace/apps/support/1105247/text-expander-for-support/\">Text Expander For Support</a><span><a href=\"https://www.zendesk.com/marketplace/apps/support/1105247/text-expander-for-support/\"> </a><strong>(Support) (paid)</strong></span>\n<ul>\n<li><span>Text Expander For Support is an essential productivity tool for Zendesk support agents. It allows you to create custom shortcuts to instantly insert pre-defined text snippets into support tickets, emails, and live chats. This saves time and ensures that your responses are consistent, accurate, and on-brand.</span></li>\n</ul>\n</li>\n</ul>\n<h2 id=\"h_01JM8N0YZBT0VNGX1AXJ3YW5CZ\">Mobile SDKs</h2>\n<h3 id=\"h_01JM036X631QFRA7PRB9N7QM80\" class=\"h2\">Android</h3>\n<p id=\"h_01JM036X6398VMV4TDYK1Z59AV\"><strong>New:</strong></p>\n<ul>\n<li>Customers can hide the conversation list screen (for multi-conversations) via<span> </span><a href=\"https://docs.smooch.io/rest/#operation/updateIntegration\"><span class=\"wysiwyg-underline\" style=\"color: #1155cc;\">the Conversations API</span></a><span> </span>using the property<span> </span><span style=\"color: #188038;\">canUserSeeConversationList</span>. By doing so, end users can only access their latest conversation, limiting them to a single conversation experience.</li>\n<li>End users will navigate to their latest conversation screen when they start the SDK instead of the conversations list screen. Tapping the back button will navigate them from the conversation screen to the list screen.</li>\n</ul>\n<p id=\"h_01JM036X63D649HMYZ4GZ2BKN2\"><strong>Fixed:</strong></p>\n<ul>\n<li>Fixed an issue causing a crash while sending .wav files.</li>\n<li>Digits in RTL dates are now translated as expected.</li>\n<li>Custom colors set via UserColors API will now persist after process death.</li>\n<li>User messages will be synced across all platforms.</li>\n<li>Fixed an issue where users could not view/open word, excel, mp3 file formats.</li>\n<li>Fixed a crash that occurred when users received a proactive message.</li>\n<li>Added the missing intents flag to showMessaging API.</li>\n<li>Fixed a scenario that caused a crash when the authentication session expired.</li>\n</ul>\n<h2 id=\"h_01JGA2YGRMZEQMVHNQRVWN0MQE\"><span>Products with no updates this week</span></h2>\n<ul>\n<li>Support</li>\n<li>Chat and messaging</li>\n<li>Explore</li>\n<li>Admin Center</li>\n<li>Zendesk QA</li>\n<li>Zendesk WFM</li>\n</ul>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8895686955290-Service-Incident-February-15-2025-Sell-Office365-Email-sending-and-syncing-issues",
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      "created_at": "2025-02-15T01:54:02Z",
      "updated_at": "2025-02-27T15:46:25Z",
      "name": "Service Incident - February 15, 2025 - Sell | Office365 - Email sending and syncing issues",
      "title": "Service Incident - February 15, 2025 - Sell | Office365 - Email sending and syncing issues",
      "source_locale": "en-us",
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      "body": "<h3 id=\"h_01JN4126M92QPGX8SNC1B464TC\" class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\">On February 14, 2025 from 11:30 UTC to February 15, 6:08 UTC, Sell customers using the Office 365 integration via OAuth experienced issues sending and syncing emails in Sell.</p>\n<p class=\"undefined\"> </p>\n<h3 id=\"h_01JN413YTDYF0HGSQE5J5DGP7C\" class=\"undefined\">TIMELINE</h3>\n<p class=\"p1\"><strong>February 15, 2025 06:07 AM UTC | February 14, 2025 10:07 PM PT </strong><br>We're happy to report that all outbound email issues impacting Sell have been resolved. Thank you for your patience.</p>\n<p class=\"p1\"><strong>February 15, 2025 02:08 AM UTC | February 14, 2025 06:08 PM PT </strong><br>We have rolled a fix for the outbound email issues experienced. We will monitor the situation. Thank you for your patience</p>\n<p class=\"p1\"><strong>February 15, 2025 01:54 AM UTC | February 14, 2025 05:54 PM PT </strong><br>Our team have identified an issue with the outbound email service impacting Sell customers. They are currently working on a fix. More to come soon.</p>\n</div>\n<p class=\"p1\"> </p>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<h4 id=\"h_01JN414QQQ24HT6WRNDFVE6P0X\"><span style=\"color: #666666;\">Root Cause Analysis</span></h4>\n<p>This incident was caused by the expiration of OAuth2 secrets generated in the Microsoft Azure portal on February 14, 2025. The secrets were still in use by the services, leading to failures in outbound email functionality and email syncing for Sell customers.</p>\n<h4 id=\"h_01JN414QQQ0PGXDGA9FKBF2TFM\"><span style=\"color: #666666;\"><br>Resolution</span></h4>\n<p>To resolve the issue, the team rotated the expired secret credentials and redeployed the affected services, which restored the email functionality for customers.</p>\n<h4 id=\"h_01JN414QQQ7RE03TRB5DB7B7EW\"><span style=\"color: #666666;\"><br>Remediation Items</span></h4>\n<ol>\n<li>Implement Expiration Alerts: Create a monitor that raises alerts for expiring OAuth2 credentials one month in advance to ensure timely rotations.</li>\n<li>Provide Azure Access: Grant access to the Azure portal for the Sell team to facilitate quicker responses to similar issues in the future.</li>\n<li>Create Latency Monitor: Develop a latency monitor for the Mailman sendout process to identify delays in email delivery.</li>\n<li>Implement Backoff Mechanism: Introduce a backoff mechanism to handle authentication problems more gracefully, reducing the impact of similar incidents.</li>\n</ol>\n<p>By addressing these items, the team aims to prevent future occurrences of similar issues and enhance overall service reliability.</p>\n<h4> </h4>\n<h4 id=\"h_01JN4126M9F3Y9PSDBNEMEMR0T\"><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about Zendesk and specific impacts to your account, visit our <a href=\"https://status.zendesk.com\">system status page</a>. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>",
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      "created_at": "2025-02-14T00:43:34Z",
      "updated_at": "2025-02-18T16:05:55Z",
      "name": "Zendesk EU Content Moderation Report - 2024",
      "title": "Zendesk EU Content Moderation Report - 2024",
      "source_locale": "en-us",
      "locale": "en-us",
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      "body": "<p><strong>Current as of: January 1, 2025</strong></p>\n<h1 id=\"h_01JM0YBWJDZP6CKPCTEHXKSP5H\">About our Content Moderation Report</h1>\n<p>This EU Content Moderation report provides transparency to Zendesk service recipients about the content moderation activities Zendesk has engaged in during the prior calendar year (from January 1, 2024, through December 31, 2024), as required by the EU Digital Services Act.</p>\n<p>If you have any questions regarding this report, please contact <a href=\"mailto:dsa@zendesk.com\">dsa@zendesk.com</a>.</p>\n<p>This report includes the following sections:</p>\n<ul>\n<li><a href=\"#h_01JM0YYHM9N49FQXSFRJSEMGC3\">Orders from EU Member State authorities</a></li>\n<li><a href=\"#h_01JM0ZC1AXR0NJH19RTW5J0XEY\">Notices submitted by individuals</a></li>\n<li><a href=\"#h_01JM0ZP6A17YBCJ5X4ECCADYEK\">Zendesk-initiated content moderation</a></li>\n<li><a href=\"#h_01JM10C07YC9D333DT122PVBPZ\">Appeals for redress from affected service recipients</a></li>\n</ul>\n<h1 id=\"h_01JM0YYHM9N49FQXSFRJSEMGC3\">Orders from EU Member State authorities</h1>\n<h2 id=\"h_01JM0YZ8HGYJCA89D3SQ1P3YWF\">Orders by type of alleged illegal content</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\">\n<p><strong>Type of illegal content</strong></p>\n</td>\n<td style=\"width: 50%;\">\n<p><strong>Number of orders</strong></p>\n</td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">Fraud</td>\n<td style=\"width: 50%;\">1</td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"h_01JM0Z3VG4DEDC0DZYEDWWKAVA\">Orders by Member State</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\"><strong>Member State</strong></td>\n<td style=\"width: 50%;\"><strong>Number of orders</strong></td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">France</td>\n<td style=\"width: 50%;\">1</td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"h_01JM0Z3VG4VNDT47D1WX1GMN84\">Median response time</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\">Median time to confirm receipt of the order to the authority issuing the order</td>\n<td style=\"width: 50%;\">1 day</td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">Median time to inform the authority issuing the order, or any other authority specified in the order, of its receipt, and to give effect to the order</td>\n<td style=\"width: 50%;\">1 day</td>\n</tr>\n</tbody>\n</table>\n<h1 id=\"h_01JM0ZC1AXR0NJH19RTW5J0XEY\">Notice submitted by individuals</h1>\n<h2 id=\"h_01JM0ZC5QZYQ49S13CXY05AC8W\">Notices by type of alleged illegal content</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\"><strong>Type of allegedly illegal content</strong></td>\n<td style=\"width: 50%;\"><strong>Number of notices</strong></td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">Intellectual Property (IP)</td>\n<td style=\"width: 50%;\">332</td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">Fraud</td>\n<td style=\"width: 50%;\">9</td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">Other illegal conduct</td>\n<td style=\"width: 50%;\">2</td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"h_01JM0ZG28ZYKNR7DW1ERG9YN0K\">Notices submitted by trusted flaggers</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\">Notices submitted by trusted flaggers</td>\n<td style=\"width: 50%;\">0 notices</td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"h_01JM0ZG28ZZ6BWAEGNG30DQEK8\">Basis for actions taken</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\"><strong>Basis of Action</strong></td>\n<td style=\"width: 50%;\"><strong>Number</strong></td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">Actions taken based on violation of <a href=\"https://support.zendesk.com/hc/en-us/articles/4408821635610\" target=\"_blank\" rel=\"noopener noreferrer\">User Content and Conduct Policy</a> and Law</td>\n<td style=\"width: 50%;\">150</td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"h_01JM0ZG28ZFRFQJNFC8SP7JF7J\">Notices processed using automated means</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\">Notices processed using automated means</td>\n<td style=\"width: 50%;\">0</td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"h_01JM0ZG28Z8ETNYVVJ5KTEKJ9D\">Median response time</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\">Median time needed for taking action on notice</td>\n<td style=\"width: 50%;\">3.7 days</td>\n</tr>\n</tbody>\n</table>\n<h1 id=\"h_01JM0ZP6A17YBCJ5X4ECCADYEK\">Zendesk-initiated content moderation</h1>\n<h2 id=\"h_01JM0ZPJ6RTMKDSD22F9KTTXGJ\">Description of Zendesk-initiated content moderation</h2>\n<p>Zendesk does not generally engage in proactive content moderation. As a service provider to other businesses, we allow and expect our Subscribers to engage in content moderation in line with the <a href=\"https://support.zendesk.com/hc/en-us/articles/4408821635610\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk User Content and Conduct Policy</a>, and their own policies.</p>\n<p>Zendesk uses automated tools to identify and/or filter certain content. These tools are primarily used in the spam context – emails sent to Zendesk customer accounts are run through email spam filters and the spam verdict is used to determine whether incoming emails create tickets or are held in a review queue for customers to review. In addition, comments made on <a href=\"https://support.zendesk.com/hc/en-us/articles/4408821635610\" target=\"_blank\" rel=\"noopener noreferrer\">Help Center</a> articles, as well as posts and comments in our <a href=\"https://www.zendesk.com/it/help-center/community-software/\" target=\"_blank\" rel=\"noopener noreferrer\">Community</a> product are run through an automated spam filter to detect obvious spam. Zendesk also leverages automated tools to identify and suspend fraudulent accounts by looking at indicators of fraud.</p>\n<p>Zendesk does engage in reactive content moderation upon receiving notice from legal authorities, through reports submitted by members of the public, or through escalations that occur internally. Our content moderation activities are aimed to align with the <a href=\"https://support.zendesk.com/hc/en-us/articles/4408821635610\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk User Content and Conduct Policy</a>, and are conducted by a centralized team within Zendesk of abuse analysts tasked with addressing abuse on Zendesk. This team receives general training upon hire, as well as periodic training on Digital Services Act compliance.</p>\n<p>Content moderation primarily consists of terminating customer accounts, which effectively removes the content, but may also consist of removing the offending content.</p>\n<h2 id=\"h_01JM1059DRPFYXX2B0ZQMJDRSQ\">Zendesk-initiated content moderation by reason</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\"><strong>Reason</strong></td>\n<td style=\"width: 50%;\"><strong>Number</strong></td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">Spam/phishing</td>\n<td style=\"width: 50%;\">803</td>\n</tr>\n</tbody>\n</table>\n<h2 id=\"h_01JM109DTCAK9YW3FEBAFQAH67\">Detection methods used</h2>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\"><strong>Detection methods</strong></td>\n<td style=\"width: 50%;\"><strong>Number</strong></td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">AI detection tool</td>\n<td style=\"width: 50%;\">340</td>\n</tr>\n<tr>\n<td style=\"width: 50%;\">Abuse analyst observations</td>\n<td style=\"width: 50%;\">463</td>\n</tr>\n</tbody>\n</table>\n<h1 id=\"h_01JM10C07YC9D333DT122PVBPZ\">Appeals for redress from affected service recipients</h1>\n<table style=\"border-collapse: collapse; width: 75%;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%;\">Number of complaints received through internal complaint-handling systems</td>\n<td style=\"width: 50%;\">0</td>\n</tr>\n</tbody>\n</table>\n<p> </p>\n<p> </p>",
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      "created_at": "2025-02-13T19:31:39Z",
      "updated_at": "2025-02-25T22:31:16Z",
      "name": "Service Incident - February 13th, 2025 - Guide | Pod 13 - Issues publishing article updates",
      "title": "Service Incident - February 13th, 2025 - Guide | Pod 13 - Issues publishing article updates",
      "source_locale": "en-us",
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      "body": "<h3 id=\"h_01JMZJMVTH9DW5GADF8F14VFA4\" class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<p>On February 13, 2025 from 15:50 UTC to 19:48 UTC, Guide customers on Pod 13 experienced issues publishing article updates.<br><br></p>\n<h3 id=\"h_01JMZJPG5RH2A1PT5FHZ59G1X4\">TIMELINE</h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>February 13, 2025 07:56 PM UTC | February 13, 2025 11:56 AM PT </strong><br>We are happy to report that the issue preventing new Guide article updates from being published in pod 13 has been resolved, and Guide article updates are correctly being reflected in the Help Center. Thank you for your patience during our investigation.</p>\n<p class=\"p1\"><strong>February 13, 2025 07:46 PM UTC | February 13, 2025 11:46 AM PT </strong><br>We have confirmed an issue preventing new Guide article updates from being published on pod 13. Our team is investigating and we will provide new information as soon as it's available.</p>\n<p class=\"p1\"><strong>February 13, 2025 07:31 PM UTC | February 13, 2025 11:31 AM PT </strong><br>We are receiving reports of issues publishing changes to Guide articles on Pod 13. We will provide further updates shortly.</p>\n</div>\n<p class=\"p1\"> </p>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<h4 id=\"h_01JMZJQ98DA93V0KYS4EMTWET4\"><span style=\"color: #666666;\">Root Cause Analysis</span></h4>\n<p>This incident was caused by a consumer that stopped processing updates but did not crash, which meant it was not automatically restarted. As a result, updates to articles were not propagated to the Help Center, affecting user access to the latest information.</p>\n<h4 id=\"h_01JMZJQ98D11W9A4TRB4X36BZX\"><span style=\"color: #666666;\"><br>Resolution</span></h4>\n<p>To fix this issue, the team redeployed the Guide Article Service to Pod 13. This action restarted the consumer, allowing it to resume its function and propagate updates to the Help Center effectively.</p>\n<h4 id=\"h_01JMZJQ98DVABCYD8NQTQC3PYN\"><span style=\"color: #666666;\"><br>Remediation Items</span></h4>\n<ol>\n<li>Exit Consumer Process on Non-Retriable Errors: Implement a process that ensures the consumer exits in the event of non-retriable errors, allowing for automatic restarts and minimizing downtime.</li>\n<li>Enhance Monitoring: Review and improve existing monitoring systems to ensure that similar consumer issues are detected and addressed proactively.</li>\n<li>Alerting Improvements: Refine alerting criteria to ensure timely notifications of consumer failures, enabling quicker response times.</li>\n<li>Documentation of Consumer Behavior: Create comprehensive documentation outlining expected consumer behavior during various failure scenarios to aid in troubleshooting.</li>\n<li>Regular Health Checks: Establish regular health checks for consumers to detect issues early and prevent impacts on service delivery.</li>\n</ol>\n<h4 id=\"h_01JMZJMVTHC7CDTATX43S6KS76\"><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about Zendesk and specific impacts to your account, visit our <a href=\"https://status.zendesk.com\">system status page</a>. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>",
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      "created_at": "2025-02-13T16:14:12Z",
      "updated_at": "2025-02-13T17:46:21Z",
      "name": "Service Incident - February 13th, 2025",
      "title": "Service Incident - February 13th, 2025",
      "source_locale": "en-us",
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      "body": "<h3 class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>February 13, 2025 05:37 PM UTC | February 13, 2025 09:37 AM PT </strong><br>We are happy to report that we have resolved the issue affecting some AI Agents causing technical errors, and as such will be restoring the Z2 Widget to contact Zendesk Support. Thank you for your patience during our investigation.</p>\n<p class=\"p1\"><strong>February 13, 2025 04:14 PM UTC | February 13, 2025 08:14 AM PT </strong><br>We are aware of an issue affecting a subset of AI Agents, including those on our Z2 Widget to contact Zendesk Support (https://status.openai.com/). While we investigate, we will be failing over to the web form for any requests to Zendesk Support.</p>\n</div>\n<p class=\"p1\"><strong>POST-MORTEM</strong></p>\n<p class=\"p1\">TBD</p> <h4><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about Zendesk and specific impacts to your account, visit our <a href=\"https://status.zendesk.com\">system status page</a>. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>\n",
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      "created_at": "2025-02-10T18:42:08Z",
      "updated_at": "2025-02-20T20:46:24Z",
      "name": "Service Incident - February 10, 2025 - Pod 13 | Support - Agent access issues due to lack of brand",
      "title": "Service Incident - February 10, 2025 - Pod 13 | Support - Agent access issues due to lack of brand",
      "source_locale": "en-us",
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      "body": "<h3 id=\"h_01JMJGY6JZ4MDGP644HG89ETNB\" class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>February 10, 2025 06:42 PM UTC | February 10, 2025 10:42 AM PT </strong><br>We are receiving reports of Pod 13 agents in Zendesk Support having issues accessing tickets. This is expected behavior restricting agent ticket access by brand: https://support.zendesk.com/hc/en-us/articles/7584022494874-Restricting-agent-ticket-access-by-brand-Department-Spaces. Please ensure your agents have at least one brand set to properly display their tickets.</p>\n</div>\n<p class=\"p1\"> </p>\n<h4 id=\"h_01JMJGY6JZ6H60MGFRPQBW2NDC\"><strong>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about Zendesk and specific impacts to your account, visit our <a href=\"https://status.zendesk.com\">system status page</a>. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8870356823706-Release-notes-through-2025-2-7",
      "author_id": 1263082309989,
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      "section_id": 4405298847002,
      "created_at": "2025-02-10T16:58:36Z",
      "updated_at": "2025-02-17T00:20:37Z",
      "name": "Release notes through 2025-2-7",
      "title": "Release notes through 2025-2-7",
      "source_locale": "en-us",
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      "body": "<div class=\"note tip\">See our <a href=\"https://support.zendesk.com/hc/en-us/articles/8796457413274\" target=\"_blank\" rel=\"noopener noreferrer\">What's New</a> for an overview of what was released in the last month.</div>\n<p>This week's release notes include:</p>\n<ul>\n<li><a href=\"#h_01JHE37ZQR07MDP03Z7YBT2V3A\">Advanced AI</a></li>\n<li><a href=\"#h_01JK4448AS70QFDD7HJ856SMWX\">AI agents and knowledge</a></li>\n<li><a href=\"#h_01JK4406QQM5E3RF5HBRMJH6JA\">Talk</a></li>\n<li><a href=\"#h_01JGA2YGRMZEQMVHNQRVWN0MQE\">Products with no updates this week</a></li>\n</ul>\n<h2 id=\"h_01JHE37ZQR07MDP03Z7YBT2V3A\">Advanced AI</h2>\n<p><strong>New:</strong></p>\n<ul>\n<li><span>Starting February 4, 2025, new Advanced AI customers will have some AI-powered agent and admin capabilities <a href=\"https://support.zendesk.com/hc/en-us/articles/8769011972250-Announcing-Advanced-AI-add-on-features-now-turned-on-by-default-for-new-customers\" target=\"_blank\" rel=\"noopener noreferrer\">turned on by default</a>, streamlining your experience and maximizing the value you receive from our platform.</span></li>\n</ul>\n<h2 id=\"h_01JK4448AS70QFDD7HJ856SMWX\">AI agents and knowledge</h2>\n<p><strong>New:</strong></p>\n<ul>\n<li data-stringify-indent=\"0\" data-stringify-border=\"0\"><span><a href=\"AI%20agents%20now%20come%20in%20two%20flexible%20plans,%20Essential%20and%20Advanced,%20to%20meet%20your%20unique%20business%20requirements.\" target=\"_blank\" rel=\"noopener noreferrer\">AI agents now come in two flexible plans</a>, Essential and Advanced, to meet your business requirements.</span></li>\n<li data-stringify-indent=\"0\" data-stringify-border=\"0\">\n<a href=\"https://support.zendesk.com/hc/en-us/articles/8843189742362-Guide-product-limits-for-your-help-center\" target=\"_blank\" rel=\"noopener noreferrer\">We've changed the limit</a> for Individual theme style.css size from 300KB to 800KB.</li>\n</ul>\n<h2 id=\"h_01JK4406QQM5E3RF5HBRMJH6JA\"><span>Talk</span></h2>\n<p><strong>Fixed: </strong></p>\n<ul>\n<li>Fixed a bug where the call console might not appear when the user was on a different tab.</li>\n<li>Fixed a bug that occasionally caused a mismatch between the API and UI when deleting groups with an IVR setup.</li>\n</ul>\n<h2 id=\"h_01JGA2YGRMZEQMVHNQRVWN0MQE\"><span>Products with no updates this week</span></h2>\n<ul>\n<li>Support</li>\n<li>Mobile SDKs</li>\n<li>Chat and messaging</li>\n<li>Explore</li>\n<li>Admin Center</li>\n<li>Zendesk QA</li>\n<li>Zendesk WFM</li>\n<li>App Marketplace</li>\n</ul>",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>I noticed conversation statuses with automatically detected values. Which statuses are available?</p>\n<h2 id=\"01JKR84N102N5MF6VMHE27MC7H\">Answer</h2>\n<p>A conversation status is assigned as soon as an AI agent responds. Statuses help users report and filter conversation logs to assess the effectiveness of AI agents. A conversation's status may change throughout the session based on the dialogue and is recalculated with each visitor interaction.</p>\n<p>After a session ends, the conversation status is updated to its final state. The end of a session depends on the type of bot used:</p>\n<ul>\n<li>For ticket bots, sessions end after 72 hours</li>\n<li>For chat bots, the session duration depends on the CRM platform. Typically, the session ends on escalation or defaults to 2 hours</li>\n</ul>\n<p>You will find the meaning of each status below.</p>\n<h3 id=\"h_01JKR8DYFPEDEGW4JJ62JY07G9\">Conversation statuses for chat AI agents</h3>\n<ul>\n<li>\n<strong>Agent escalation</strong>: The conversation was successfully transferred to a human agent</li>\n<li>\n<strong>Bot handled</strong>: The conversation contained meaningful intent, did not attempt escalation, and ended without the bot misunderstanding a message</li>\n<li>\n<strong>Custom escalation</strong>: The conversation contained a custom escalation label</li>\n<li>\n<strong>Email escalation</strong>: The conversation was successfully emailed to the support team</li>\n<li>\n<strong>Escalation failed</strong>: The conversation contained an unsuccessful escalation attempt</li>\n</ul>\n<h3 id=\"h_01JKR8E3D4GX1K35GFBQS4PYQM\">Conversation statuses for ticket AI agents</h3>\n<ul>\n<li>\n<strong>Not understood</strong>: The last message was not understood, and no actions or replies were triggered</li>\n<li>\n<strong>Recognized intent</strong>: The last message was understood, and no actions or replies were triggered</li>\n<li>\n<strong>Processed</strong>: Actions were taken but no reply was sent except for the default reply, or the reply was empty\n<div class=\"p\">\n<div class=\"note note\">\n<span class=\"notetitle\"><strong>Note</strong>:</span> Conversations answered by a human agent are considered processed</div>\n</div>\n</li>\n<li>\n<strong>Answered</strong>: The last message was understood, and a reply was sent</li>\n</ul>\n<p>For more information, see these articles:</p>\n<ul>\n<li><a href=\"https://support.zendesk.com/hc/en-us/articles/8357756447898-Bot-Analytics-Explained\">Bot analytics explained</a></li>\n<li><a href=\"https://support.zendesk.com/hc/en-us/articles/8357749580186-Conversation-Logs-Explained\">Conversation logs explained</a></li>\n</ul>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8853766396570-Why-do-the-email-addresses-swap-between-the-To-and-CC-fields-in-some-tickets",
      "author_id": 1263214223609,
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      "created_at": "2025-02-07T14:03:25Z",
      "updated_at": "2025-02-26T23:47:32Z",
      "name": "Why do the email addresses swap between the To and CC fields in some tickets?",
      "title": "Why do the email addresses swap between the To and CC fields in some tickets?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-13T11:56:03Z",
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        "ks",
        "ab0",
        "mt",
        "ab0_email",
        "role_agent",
        "role_admin"
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>Why do the email addresses swap between the To and CC fields in some tickets?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>This happens when the support address is located in the CC field instead of the To field in the original inbound email.</p>\n<p>Zendesk is designed to be a ticketing platform rather than an email platform. Therefore, the logic is different. While the original email may show the support address in the CC field, the Zendesk UI moves this address to the To field to indicate which support address the email was sent to.</p>\n<p>Additionally, recipients are moved to the CC field. This lets agents know who their response will be sent back to, and agents can ensure all recipients are included in the email. The same happens in a ticket where the inbound email is sent to any external email address, and the subdomain support email address is CCed. For more information, see the article: <a href=\"https://support.zendesk.com/hc/en-us/articles/5179445630234-Understanding-CCs-and-followers\" target=\"_blank\" rel=\"noopener noreferrer\">Understanding CCs and followers</a>.</p>",
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      "id": 8852880014746,
      "url": "https://support.zendesk.com/api/v2/help_center/en-us/articles/8852880014746.json",
      "html_url": "https://support.zendesk.com/hc/en-us/articles/8852880014746-Service-Incident-February-7-2025-US-Explore-Delays-on-Explore-dashboards",
      "author_id": 1263082129829,
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      "section_id": 4405298854426,
      "created_at": "2025-02-07T10:54:47Z",
      "updated_at": "2025-02-26T21:01:24Z",
      "name": "Service Incident - February 7, 2025 - US | Explore - Delays on Explore dashboards",
      "title": "Service Incident - February 7, 2025 - US | Explore - Delays on Explore dashboards",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-26T20:45:29Z",
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      "body": "<h3 id=\"h_01JN2005H4FZFAB8YJA903JZCP\" class=\"p1\"><strong>SUMMARY<br></strong></h3>\n<p>On Feb 6, 2025 from 18:00 UTC to Feb 7 10:25 UTC, some US Explore customers experienced delays on Explore dashboards data.</p>\n<h3 id=\"h_01JN200RFRTA1FMWTM2777XN4W\">\n<br>TIMELINE</h3>\n<div id=\"message-list\">\n<p class=\"p1\"><strong>February 07, 2025 11:12 AM UTC | February 07, 2025 03:12 AM PT </strong><br>We are pleased to inform you that the issue with the Explore dashboard has been resolved as of 10:25 UTC. Thank you for your patience and understanding!</p>\n<p class=\"p1\"><strong>February 07, 2025 10:54 AM UTC | February 07, 2025 02:54 AM PT </strong><br>We are currently experiencing delays on the Explore dashboard since yesterday at 20:00 UTC. Our engineering team has identified the issue and applied a fix. We are actively monitoring the situation to ensure a smooth experience. Thank you for your patience!</p>\n</div>\n<p class=\"undefined\"><strong><br>POST-MORTEM</strong></p>\n<h4 id=\"h_01JN201HG50KX08NM7MD6B7FVE\"><span style=\"color: #666666;\">Root Cause Analysis</span></h4>\n<p>This incident was caused by insufficient capacity in a processing cluster, triggered by a large export of data using the new Data Exporter service. The query took an excessively long time to execute, leading to multiple retries, which resulted in three concurrent executions of the same problematic query. These queries continued running even after the service that initiated them was stopped, contributing to the CPU usage spike.</p>\n<h4 id=\"h_01JN201HG5HHVPGS9R7Z8YNXFS\"><span style=\"color: #666666;\"><br>Resolution</span></h4>\n<p>To resolve the issue, the team manually restarted the processing cluster, which terminated the stuck queries and returned the cluster to normal operational capacity. This action restored the ability of the cluster to process other queries effectively.</p>\n<h4 id=\"h_01JN201HG57ZVTM2YB0JS9JG5M\"><span style=\"color: #666666;\"><br>Remediation Items</span></h4>\n<ol>\n<li>Implement Query Time Limits: Establish time limits on export queries to prevent excessively long executions from impacting system performance.</li>\n<li>Improve Monitoring: Enhance monitoring systems to trigger alerts for high CPU usage more prominently and sensitively, ensuring quicker responses to potential issues.</li>\n<li>Review and Optimize Queries: Review all queries associated with the Data Exporter to identify and optimize those using JOIN clauses with OR conditions, which are problematic for performance.</li>\n</ol>\n<h4 id=\"h_01JN2005H4NGB3ZSFE400GNJX3\"><strong><br>FOR MORE INFORMATION</strong></h4>\n<p class=\"p1\">For current system status information about Zendesk and specific impacts to your account, visit our <a href=\"https://status.zendesk.com\">system status page</a>. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, <a href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support\">contact Zendesk customer support.</a></p>",
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8847561382682-Why-do-I-see-an-update-from-Kragle-in-my-events",
      "author_id": 1900815493044,
      "comments_disabled": false,
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      "section_id": 4405298901274,
      "created_at": "2025-02-06T15:52:54Z",
      "updated_at": "2025-02-11T16:07:14Z",
      "name": "Why do I see an update from Kragle in my events?",
      "title": "Why do I see an update from Kragle in my events?",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-07T15:21:02Z",
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        "mt",
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      "body": "<h2 id=\"h_01HYBAYSYE6D5MS9R76RP14V1N\">Question</h2>\n<p>Why do I see an update from Kragle in my events?</p>\n<h2 id=\"h_01HYBAYSYEBM197897FQ8P2KW9\">Answer</h2>\n<p>When Content Cues are enabled, updates from Kragle can appear in your ticket events:</p>\n<p><img src=\"https://support.zendesk.com/hc/article_attachments/8854235267098\"></p>\n<p>Content Cues processes tickets daily. It tags related tickets for easy viewing with a Support topic ID, allowing you to see them in search or reports in Explore. Tags start with content_cue_ followed by a unique ID, like content_cue_f3608693-15b5-1e48-9188-a2ma5efd9bae.</p>\n<p>For more information, see this article: <a href=\"https://support.zendesk.com/hc/en-us/articles/4408845477402-Reviewing-suggested-support-topics-in-Content-Cues\">Reviewing suggested support topics in Content Cues</a>.</p>",
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    {
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      "html_url": "https://support.zendesk.com/hc/en-us/articles/8847380904346-Creating-and-managing-unassigned-shifts-EAP",
      "author_id": 7404826698138,
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      "section_id": 7163175920410,
      "created_at": "2025-02-06T15:25:36Z",
      "updated_at": "2025-02-26T16:54:13Z",
      "name": "Creating and managing unassigned shifts (EAP)",
      "title": "Creating and managing unassigned shifts (EAP)",
      "source_locale": "en-us",
      "locale": "en-us",
      "outdated": false,
      "outdated_locales": [],
      "edited_at": "2025-02-26T16:54:13Z",
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      "body": "<body>\n\n<div class=\"body\">\n<div class=\"article-banners\" translate=\"no\">\n<div id=\"docs-wmp-link\">\n<a href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" rel=\"noopener\" target=\"_blank\">What's my plan?</a>\n</div>\n\n\n<div class=\"article-banner\" id=\"addon_wfm\">\n<table>\n<tbody>\n<tr>\n<td>\n<strong>Add-on</strong>\n</td>\n<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>\n</tr>\n</tbody>\n</table>\n</div>\n\n</div>\n<div class=\"p\" dir=\"ltr\">\n<div class=\"note note\">\n<span class=\"notetitle\">Note:</span> The new unassigned shifts feature, available in the Week view for schedules, is\n        currently in an early access program (EAP). You can sign up for the EAP <a class=\"xref\" href=\"https://forms.gle/DTTsM3Eq5fJsimrF7\" target=\"_blank\">here</a>.</div>\n</div>\n<p class=\"p\" dir=\"ltr\">Admins can create shifts that they intentionally don’t assign to agents. These\n      shifts become available for agents to request, or can be manually assigned by an admin at a\n      later time.</p>\n<div class=\"p\">This article contains the following topics:<ul class=\"ul\" id=\"topic-1__ul_w51_4kb_j2c\">\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#topic_spv_fsl_g2c\">Understanding how unassigned\n            shifts work</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#topic_cs5_tkb_j2c\">Creating unassigned\n            shifts</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#topic_d3d_cvm_g2c\">Sharing unassigned\n          shifts</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#topic_wx2_rvd_k2c\">Approving unassigned shift\n            requests</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#topic_ww2_rvd_k2c\">Editing unassigned\n          shifts</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"#topic_p11_d12_k2c\">Deleting unassigned\n            shifts</a></li>\n</ul>\n</div>\n<p class=\"p\">Related articles</p>\n<ul class=\"ul\" id=\"topic-1__ul_tgr_qdd_tzb\">\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443348256794\" target=\"_blank\">About the WFM schedule page</a></li>\n<li class=\"li\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443374353434\" target=\"_blank\">Viewing and managing your schedule as an agent</a></li>\n<li class=\"li\" dir=\"ltr\"><a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/8847379712794\" target=\"_blank\">Requesting to take unassigned shifts (EAP)</a></li>\n</ul>\n</div>\n<div aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_spv_fsl_g2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title2\">Understanding how unassigned shifts work</h2>\n<div class=\"body\">\n<p class=\"p\" dir=\"ltr\">By allowing the creation of unassigned shifts, managers can ensure optimal\n        coverage without focusing on specific individuals. Additionally, it helps distribute the\n        extra work among the agents who are willing to take on additional shifts and allows agents\n        to select their preferred shifts. </p>\n<p class=\"p\" dir=\"ltr\">Unassigned shifts are visible only in the Week view. They are highlighted in\n        yellow under the Unassigned shifts row in the schedule. Once these shifts are <a class=\"xref\" href=\"#topic_d3d_cvm_g2c\">shared with agents</a>, they will change to\n        gray.</p>\n<p class=\"p\" dir=\"ltr\">From the schedule, you can click on an unassigned shift to view its details, such\n        as the number of available shift slots and the agents eligible to take them, in a panel on\n        the right.</p>\n<p class=\"p\" dir=\"ltr\">Shifts that remain unassigned are deleted 24 hours after the unassigned shift’s\n        time. This helps prevent skewing the staffing panel results.</p>\n<p class=\"p\" dir=\"ltr\">Agents can view and request available shifts. These requests are sent to their\n        manager for approval.</p>\n</div>\n</div>\n<div aria-labelledby=\"ariaid-title3\" class=\"topic nested1\" id=\"topic_cs5_tkb_j2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title3\">Creating unassigned shifts</h2>\n<div class=\"body\">\n<p class=\"p\" dir=\"ltr\">Admins can create new unassigned shifts from the Zendesk Workforce management\n        (WFM) Schedule page.</p>\n<p class=\"p\" dir=\"ltr\"><strong class=\"ph b\">To create an unassigned shift</strong></p>\n<div class=\"p\">\n<ol class=\"ol\" id=\"topic_cs5_tkb_j2c__ol_xhd_vb2_k2c\">\n<li class=\"li\"><span class=\"ph\">In <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408838272410\" target=\"_blank\">Zendesk WFM</a>, hover over the schedule icon (<img class=\"image\" id=\"topic_cs5_tkb_j2c__d8e1962\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png\" width=\"16\">) in the navigation bar, then select <strong class=\"ph b\">Schedule</strong>.</span></li>\n<li class=\"li\">Click the <strong class=\"ph b\">View</strong> menu next to the date picker and select <strong class=\"ph b\">Week</strong>.  <p class=\"p\">The\n                <strong class=\"ph b\">Unassigned shifts</strong> menu will appear at the top of the search and filtering\n              panel on the left.</p>\n</li>\n<li class=\"li\">Hover over <strong class=\"ph b\">Unassigned shifts</strong> and click the <strong class=\"ph b\">Add</strong> icon (<img class=\"image\" height=\"20\" id=\"topic_cs5_tkb_j2c__image_yhd_vb2_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_plus_icon.png\" width=\"20\">).<p class=\"p\"><img class=\"image\" id=\"topic_cs5_tkb_j2c__image_zhd_vb2_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_add_unassigned_shifts+.png\" width=\"800\"></p>\n<p class=\"p\">Alternatively, you can also click the\n                <strong class=\"ph b\">Add</strong> icon (<img class=\"image\" height=\"20\" id=\"topic_cs5_tkb_j2c__image_a3d_vb2_k2c\" src=\"https://lh7-rt.googleusercontent.com/docsz/AD_4nXdBHmCGQB5CduDGOFHU0Waal6OOsOO0GfX2xmFfImmmABB_AITEGx5NVCoAWg5XluI-t2Io-kKytRyQp47DOj69nbYXlFL9bHGOFohi2SLJ8e8d5Xwpz8xiq6cChx4sRiuXXSC77Q?key=6KyC-wGVLUmzOQrx634lNIhF\" width=\"20\">) by hovering over the applicable day\n              of the week on the Unassigned shifts row.</p>\n</li>\n<li class=\"li\">Select the <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443345205402\" target=\"_blank\">shift or intraday</a> that you want to use.\n              <p class=\"p\">Automatic shifts can’t be selected. </p>\n<p class=\"p\"><img class=\"image\" id=\"topic_cs5_tkb_j2c__image_b3d_vb2_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_add_unassigned_shifts_shift.png\" width=\"500\"></p>\n</li>\n<li class=\"li\">For <strong class=\"ph b\">Shift distribution</strong>, select one of the following options:<ul class=\"ul\" id=\"topic_cs5_tkb_j2c__ul_c3d_vb2_k2c\">\n<li class=\"li\" dir=\"ltr\">\n<strong class=\"ph b\">Identical shifts</strong>: Use the exact same shift and intraday schedule\n                for the shifts. This means that the same shift can be taken by multiple agents.</li>\n<li class=\"li\" dir=\"ltr\">\n<strong class=\"ph b\">Optimized shifts</strong>: Creates identical replicas of the shift. Each\n                shift has a unique intraday schedule optimized for daily coverage. This option can\n                help prevent coverage gaps.</li>\n</ul>\n</li>\n<li class=\"li\">Select the <strong class=\"ph b\">Workstreams</strong> you want your agents to work on during this shift.</li>\n<li class=\"li\">Select the <strong class=\"ph b\">Date range</strong> for the unassigned shifts you want to create. </li>\n<li class=\"li\">For each day in the date range, specify the <strong class=\"ph b\">number of unassigned shifts</strong>.<p class=\"p\" dir=\"ltr\">If you’re using identical shift distribution, the number of unassigned\n              shifts each day defines the number of agents who can take the same shift. However, if\n              you’re using optimized shift distribution, this value determines the number of\n              similar, but separate shifts that are created; each of the separate shifts can be\n              taken by a single agent.</p>\n<p class=\"p\"><img class=\"image\" id=\"topic_cs5_tkb_j2c__image_d3d_vb2_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_add_unassigned_shift.png\" width=\"500\"></p>\n</li>\n<li class=\"li\">Click the <strong class=\"ph b\">Agent access</strong> tab and select who can view and request this shift from\n            the shift pool. </li>\n<li class=\"li\">Click <strong class=\"ph b\">Submit</strong>.</li>\n<li class=\"li\">\n<a class=\"xref\" href=\"https://docs.google.com/document/d/1Xrn-JoeQChwj7tT6VztrftdhpeqB9KANgXfg1Yl65Fs/edit?tab=t.0#heading=h.jjgndo2o8gdh\" target=\"_blank\">Share the unassigned shifts with agents</a> so they\n            can request them.</li>\n</ol>\n</div>\n</div>\n</div>\n<div aria-labelledby=\"ariaid-title4\" class=\"topic nested1\" id=\"topic_d3d_cvm_g2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title4\">Sharing unassigned shifts</h2>\n<div class=\"body\">\n<p class=\"p\" dir=\"ltr\">After creating unassigned shifts, you must share them before agents can access\n        and request them in their <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/6443374353434\" target=\"_blank\">My Schedule view</a>.</p>\n<p class=\"p\" dir=\"ltr\"><strong class=\"ph b\">To Share an unassigned shift</strong></p>\n<ol class=\"ol\" id=\"topic_d3d_cvm_g2c__ol_lhg_wpn_g2c\">\n<li class=\"li\"><span class=\"ph\">In <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408838272410\" target=\"_blank\">Zendesk WFM</a>, hover over the schedule icon (<img class=\"image\" id=\"topic_d3d_cvm_g2c__d8e1962\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png\" width=\"16\">) in the navigation bar, then select <strong class=\"ph b\">Schedule</strong>.</span></li>\n<li class=\"li\">Click the <strong class=\"ph b\">Share unassigned shifts button</strong>. </li>\n<li class=\"li\">Select a date range for the shifts that you want to share. .<div class=\"p\">\n<div class=\"note attention\">\n<span class=\"attentiontitle\"></span>  You may want to share only unassigned shifts created within a\n              specific date range, which may not include all unassigned shifts you have\n              created.</div>\n</div>\n</li>\n<li class=\"li\">Click <strong class=\"ph b\">Share</strong>.<p class=\"p\"><img class=\"image\" id=\"topic_d3d_cvm_g2c__image_krz_htd_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_share_unassigned_shifts.png\" width=\"600\"></p>\n</li>\n</ol>\n<p class=\"p\" dir=\"ltr\">Shared unassigned shifts appear in gray. Agents can now request these shifts,\n        which must be approved by their managers.</p>\n</div>\n</div>\n<div aria-labelledby=\"ariaid-title5\" class=\"topic nested1\" id=\"topic_wx2_rvd_k2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title5\">Approving agent requests for unassigned shifts</h2>\n<div class=\"body\">\n<p class=\"p\">Agents can request unassigned shifts, but these shifts do not officially become part of\n        their schedule until their manager approves the requests.</p>\n<p class=\"p\" dir=\"ltr\">Unassigned shifts remain available for request in the shifts pool by any agent\n        listed in the unassigned shift's Agent access list until a manager makes a decision or the\n        shift is deleted. It's up to the manager to identify overlapping requests and make a final\n        decision.</p>\n<p class=\"p\" dir=\"ltr\">Approving a request for an unassigned shift automatically rejects all other\n        requests for that shift.</p>\n<p class=\"p\">After an unassigned shift request is approved, it replaces any previously scheduled shift\n        for that agent on that day.</p>\n<p class=\"p\" dir=\"ltr\"><strong class=\"ph b\">To approve or deny agents' unassigned shift requests:</strong></p>\n<p class=\"p\" dir=\"ltr\">To approve or deny agents’ unassigned shift requests: </p>\n<ol class=\"ol\" id=\"topic_wx2_rvd_k2c__ol_czn_svd_k2c\">\n<li class=\"li\">In <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408838272410\" target=\"_blank\">Zendesk WFM</a>, hover over the schedule icon (<img class=\"image\" id=\"topic_wx2_rvd_k2c__image_dzn_svd_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png\" width=\"16\">) in the navigation bar, then select <strong class=\"ph b\">Unassigned\n            shift management</strong>\n</li>\n<li class=\"li\">Click <strong class=\"ph b\">Pending</strong> in the top right.<p class=\"p\" dir=\"ltr\">A list of unassigned shifts requests\n            from the agents you manage is displayed.</p>\n</li>\n<li class=\"li\">Hover over each request and select <strong class=\"ph b\">Deny</strong> or <strong class=\"ph b\">Approve</strong>.<p class=\"p\"><img class=\"image\" id=\"topic_wx2_rvd_k2c__image_ezn_svd_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_unassigned_shifts_mgmt_approve.png\" width=\"800\"></p>\n</li>\n</ol>\n<div class=\"p\">\n<div class=\"note attention\">\n<span class=\"attentiontitle\"></span>  You can view a list of all your denied, approved, and expired requests by clicking\n          Closed in the top right.</div>\n</div>\n<p class=\"p\">When a request is approved, the schedule is updated to display the agent’s new shift.</p>\n</div>\n</div>\n<div aria-labelledby=\"ariaid-title6\" class=\"topic nested1\" id=\"topic_ww2_rvd_k2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title6\">Editing an unassigned shift</h2>\n<div class=\"body\">\n<p class=\"p\" dir=\"ltr\"><strong class=\"ph b\">To edit an unassigned shift</strong></p>\n<div class=\"p\" dir=\"ltr\">\n<ol class=\"ol\" id=\"topic_ww2_rvd_k2c__ol_iwz_c12_k2c\">\n<li class=\"li\">In <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408838272410\" target=\"_blank\">Zendesk WFM</a>, hover over the schedule icon\n              (<img class=\"image\" id=\"topic_ww2_rvd_k2c__image_y3m_czd_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png\" width=\"16\">) in the navigation bar, then select\n              <strong class=\"ph b\">Schedule</strong>.</li>\n<li class=\"li\">Click the <strong class=\"ph b\">View</strong> menu next to the date picker and select <strong class=\"ph b\">Week</strong>.<p class=\"p\" dir=\"ltr\">The <strong class=\"ph b\">Unassigned shifts</strong> menu will appear at the top of the search and filtering\n              panel on the left. If necessary, click the arrow to expand the section</p>\n</li>\n<li class=\"li\">Click any unassigned shift to display its details on the right side.<p class=\"p\"><img class=\"image\" id=\"topic_ww2_rvd_k2c__image_oyg_jzd_k2c\" src=\"https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_unassigned_shifts_row_edit.png\" width=\"800\"></p>\n</li>\n<li class=\"li\">Click the options menu icon (<img class=\"image\" height=\"20\" id=\"topic_ww2_rvd_k2c__image_xyv_kzd_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png\" width=\"20\">) next to the shift date and select\n              <strong class=\"ph b\">Edit</strong>.</li>\n<li class=\"li\">Edit any of the unassigned shift details.</li>\n<li class=\"li\">Click <strong class=\"ph b\">Save</strong>.</li>\n</ol>\n</div>\n</div>\n</div>\n<div aria-labelledby=\"ariaid-title7\" class=\"topic nested1\" id=\"topic_p11_d12_k2c\">\n<h2 class=\"title topictitle2\" id=\"ariaid-title7\">Deleting an unassigned shift</h2>\n<div class=\"body\">\n<p class=\"p\" dir=\"ltr\">Deleting a shift permanently removes it from the schedule and the shift pool. Any\n        existing requests for that shift will be automatically denied.</p>\n<p class=\"p\" dir=\"ltr\"><strong class=\"ph b\">To delete an unassigned shift</strong></p>\n<div class=\"p\" dir=\"ltr\">\n<ol class=\"ol\" id=\"topic_p11_d12_k2c__ol_xbs_g12_k2c\">\n<li class=\"li\">In <a class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408838272410\" target=\"_blank\">Zendesk WFM</a>, hover over the schedule icon\n              (<img class=\"image\" id=\"topic_p11_d12_k2c__image_ybs_g12_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png\" width=\"16\">) in the navigation bar, then select\n              <strong class=\"ph b\">Schedule</strong>.</li>\n<li class=\"li\">Click the <strong class=\"ph b\">View</strong> menu next to the date picker and select <strong class=\"ph b\">Week</strong>.<p class=\"p\" dir=\"ltr\">The <strong class=\"ph b\">Unassigned shifts</strong> menu will appear at the top of the search and filtering\n              panel on the left. If necessary, click the arrow to expand the section</p>\n</li>\n<li class=\"li\">Click any unassigned shift to display its details on the right side.<p class=\"p\"><img class=\"image\" id=\"topic_p11_d12_k2c__image_zbs_g12_k2c\" src=\"https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_unassigned_shifts_row_edit.png\" width=\"800\"></p>\n</li>\n<li class=\"li\">Click the options menu icon (<img class=\"image\" height=\"20\" id=\"topic_p11_d12_k2c__image_acs_g12_k2c\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png\" width=\"20\">) next to the shift date and select\n              <strong class=\"ph b\">Delete</strong>.</li>\n<li class=\"li\">Click <strong class=\"ph b\"> Delete shift</strong>.</li>\n</ol>\n</div>\n</div>\n</div>\n<script id=\"article-banners-script\">\n    //<![CDATA[\n      const style = document.createElement('style');\n      style.innerHTML = `#styled-article-body{padding:1rem 0 0}#article-body #docs-wmp-link{text-align:right;font-size:.8em}#article-body .article-banners{margin-bottom:1rem}#article-body .article-banner{border:1px solid #ded7ca;background-color:#f6f0e6;margin:0 0 3px;line-height:1}#article-body .article-banner table{border-collapse:collapse;border:none;margin:0;width:auto}#article-body .article-banner td{padding:8px 6px 8px;border:none;font-size:.85em}#article-body .article-banner td:nth-child(2){border-left:1px solid #d0c9bd}#article-body .article-banner strong{font-weight:400;text-shadow:0 0 1px rgba(0,0,0,.5);letter-spacing:.5px}@media (min-width:1600px){#article-body .article-banner td{font-size:.8em}#article-body .docs-wmp-link{font-size:.7em}}`;\n      document.head.appendChild(style);\n    //]]>\n    </script>\n</body>",
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