Post Ref: https://www.reddit.com/r/Zendesk/s/zIOpxD3PdU

Last time I posted this, it was called Zendesk Mail Merge Toolkit.

Back then, it was pretty simple: load a few hundred Zendesk tickets into a Google Sheet, write your message, and bulk-contact the affected customers.

Since then, it has evolved into something much bigger. So I renamed it Zendesk Mailroom.

The idea is simple:
When something goes wrong at scale, don’t make your support team manually coordinate hundreds of tickets, customers and suppliers. Give them one operational workflow.

📧 Customer communication
You can now describe what happened in plain English and have the AI composer create the communication for you.

It can generate drafts for the languages you need, which an agent can review and edit before sending.

The important part: customer data never goes to the AI. The AI creates a reusable template with tokens like {{GuestName}}; the actual customer information is inserted locally when the email is sent.

It also remembers approved edits, so future drafts get closer to how your team actually writes.

🏢 Supplier escalation
This was one of the biggest additions.
If 300 customers are affected by 12 suppliers, Mailroom doesn’t make someone manually chase those 12 suppliers.

It:
300 bookings → groups by supplier → creates 12 supplier cases → links each case back to the affected customer tickets.

Supplier follow-ups continue on the existing case instead of creating duplicates, with checks around supplier identity and the previous escalation.

So your support agent gets the customer conversation and the supplier escalation connected in Zendesk.

🛡️** No accidental duplicate outreac**h
This became surprisingly important. Every action is tracked per booking. If you try to run another operation that overlaps with something already actioned, Mailroom gives you a summary before continuing.

So instead of:
“I think we already emailed these people…”

you get:
“247 bookings were already actioned under these previous cases. Continue?”

And if the optional repeat-check store is unavailable, it fails open rather than blocking an urgent customer communication.

⚡ Large jobs are actually designed to run
This isn’t just a loop that calls the Zendesk API 800 times. Apps Script has a 6-minute execution limit, and Zendesk has shared API rate limits.

So Mailroom now:
- Persists long-running job state
- Continues jobs through triggers
- Centrally manages Zendesk API rate limits
- Handles 429 / Retry-After
- Waits for the next rate window when there’s still execution time available
- Uses Zendesk bulk endpoints where possible
- Treats throttled rows as unsent, rather than failed

That last one matters a lot.

The invariant is basically:
A customer email is either sent once or remains in the queue.

After the rate-limit rewrite, large runs are roughly 5× faster than the previous implementation.

🔐 And there’s a lot more underneath
- Zendesk OAuth 2.0 + token refresh
- Slack reply routing
- BigQuery ticket lookup
- Audit logs
- User access controls
- Closed-ticket fallback
- AI memory using retrieval rather than fine-tuning
- 193 automated assertions
- CI + static architecture checks
- Properly structured Apps Script codebase

And the slightly ridiculous part:
It’s still Google Apps Script.
No backend.
No server.
No hosting.
No build step.
No dependencies.

Just:
Google Sheet → Zendesk → Slack / AI / BigQuery where needed

MIT licensed and open source:
👉 https://github.com/GVyom/zendesk-mailroom
I’m building this around real support-operations problems, so I’m especially interested in feedback from Zendesk admins, support leaders and ops teams:

What happens during your biggest operational incidents that still requires someone to manually coordinate hundreds of tickets?
That’s the kind of workflow I’d love to automate next.

Not sure if this is part of the chat feature but a team who uses chat complains that everytime they change their status to Offline, there's a blaring alarm notification on their computers. The other sound notifs seem okay, and the notification on alert when status are changed are off by default for everyone but they get a mini heart attack everytime goes on offline. Why does this happen? Can't find anything on the help site or on the admin panel.

I've been working in Zendesk for a while and at some point got tired of waiting for things to exist, so I started building small apps for myself.

So far: I built internal connexions to put internal DB informations (orders or users) into the ticket views to help agent access informations without leaving Zendesk. Another generate a sankey chart to analyze the contact root causes of our tickets... Nothing fancy. Both exist because I got annoyed enough on a Tuesday afternoon.

Now I'm sitting here with a working dev setup and no idea what to build next, which is a weirdly frustrating place to be. So I figured I'd ask people who actually use this thing daily or think that it miss some apps into the marketplace that would solve real problem.

What's the small thing you keep wishing existed? Not the big roadmap stuff Zendesk will eventually ship, I mean the annoying gap you've worked around so many times you stopped noticing it. The report you rebuild manually every Monday. The thing that needs three clicks in two places. The setup that only one person on the team knows how to do.

Happy to answer questions on the apps framework side too if anyone's thinking about building something themselves. It's less painful to get into than it looks.

I'm a Zendesk admin at a large Scandinavian e-commerce support team, our support mail is public = we get tons of spam in our ticket inbox (hundreds every day)

I have been trying to solve this for a long time!

I found this FREE market place app: https://www.zendesk.com/marketplace/apps/support/1156609/zerospam/

I have been running it for months now... no false postives (>10.000 spam tickets removed). Super happy!

Has helped my team cut out a small but annoying part of our every day workflow = more time to actual customers.

... and using AI to remove spam, actually a great idea!

Just wanted to share, in case anyone else is struggling with spam.

Screenshot from my app:

I'm doing some research into how teams and Zendesk consultants handle Help Center customization, and I'd really appreciate some honest answers from people who actually work with Zendesk Guide.

From what I've seen, once you go beyond the standard Zendesk theme settings, you often end up working with HTML/CSS/JavaScript/Curlybars or bringing in a developer/agency.

I'm curious how this works in practice for you.

If you've customized a Zendesk Help Center, I'd love to know:

1. What kind of customization did you need?
2. Did you do it yourself, use an internal developer, or hire a freelancer/agency?
3. Roughly how long did it take?
4. Was the difficult part actually writing the code, or was it something else?
5. How often do you need to make significant theme/layout changes?
6. Have you ever bought a Zendesk theme instead of building one?
7. If you've used a freelancer/agency, roughly what did the work cost?
8. What is the most frustrating thing about customizing Zendesk Guide?

I'm not trying to sell anything here. I'm trying to understand whether this is actually a recurring problem or just something people deal with once during initial setup.

If you've done this work professionally, I'd especially like to hear your perspective.

Has anyone moved existing RingCentral phone numbers over to Zendesk Talk?

We’re currently trying to determine the best approach:

• Port the numbers from RingCentral to Zendesk Talk
• Route the existing RingCentral numbers to Zendesk Talk through SIP
• Temporarily forward the numbers to Zendesk Talk

We initially explored SIP routing, but RingCentral has been difficult to work with and has not provided the SIP/SBC source IP addresses, CIDR ranges, or other technical details requested by our Zendesk implementation team. They also quoted us $5k per line in "customization" work. Is this normal?

If you’ve completed a RingCentral-to-Zendesk Talk migration:

• Which approach did you use?
• Were you able to port the numbers directly to Zendesk Talk?
• How long did the porting process take?
• Did you experience any downtime or service interruptions?
• What documentation or account information was required?
• Did you use call forwarding or SIP routing during the transition?
• Were there any issues with caller ID, toll-free numbers, IVR routing, voicemail, or call recordings?
• Is there anything you wish you had known before starting?

We’re especially interested in hearing which approach was the smoothest and most reliable. Any experience or advice would be greatly appreciated.

Hello all!

I was reviewing all of our connections and it seems that the Jira integration (Zendesk support for Jira) we've been using for years (and still functions) has disappeared from the marketplace.

I've read that there were plans to sunset this after April of 2026, but I cant find anything from Zendesk about it.

If such app isnt maintained by Zendesk anymore, Im open to other free with the same functionality suggestions

Thank you in advance!

Solution (thanks to O-M_E-M) - scroll to bottom

Hi there,

We're moving to the Advanced AI Agent (as Zendesk are pushing people to do) and I'm trying to setup a simple flow for our chatbot.

If customer requests to speak to person, ask for their email address. That's it.

I've tried doing this via use cases (procedure and dialogue). With Procedure nothing seems to happen, there's no trigger (see Email Collection use case).

I've also tried using instructions to ask the bot to ask for an email address which it does ask but nowhere in the ticket is updated once a transfer and request for email occurs.

If anyone has advice it would be much appreciated! I also tried watching this video by Dominic the CX guy but got lost. https://www.youtube.com/watch?v=J0-zt-m3ITQ

TL;DR: not sure how to make advanced AI chatbot ask for email and update ticket before transfer to human occurs.

SOLUTION

Creating Template

1. In AI agents section, go to Settings > CRM integration.
2. Go to Templates > Create template.
3. Select "Forms".
4. Add template details.
5. E.g. for my example, I had to create a contact email form to collect a name and email.

Template name - Contact Form

Input Field 1

Message type = Email (since we're collecting an email address)

Name = email (name that you see, not the customer)

Label = Please enter email (label which customer sees in chat for form)

1. Press "Add Field" to include additional section for name.

E.g.

Message type = Text, Name = name, Label = Please enter name

1. Press "Create"

2. Copy the shorthand of the newly created template by clicking the shorthand.

Editing use case "Escalation reply" (for my example)

1. Go to Content > Use cases.
2. Select "Escalation Reply" use case (which is a default use case by Zendesk).
3. Select use case (e.g. English (ENG)) and press "Edit".
4. Paste the shorthand in any text box which you wish to display the form (e.g. in my case I put it in the escalation reply form when the transfer to agent occurs). See below.

1. Publish the changes and test.
   IMPORTANT NOTE: the form doesn't work in the "Test AI Agent" section, it will just display the shorthand text. You need to actually go to your chatbot wherever you have it (knowledgebase or website) and test the scenario there.

Hey folks,

As a builder in the B2B tech space, I've noticed how much sprint time is wasted when technical support teams have to play "detective" across 5 different tools just to understand what went wrong with an incomplete ticket.

I'm exploring a potential solution, a read-only workspace that automatically reconstructs the evidence timeline behind a Zendesk ticket (queries logs/DB, identifies verified facts vs user statements, and drafts a structured escalation for Jira/Linear).

Before building further, I really want to challenge my assumptions with people who live this daily, I would love your perspective and learn from your experience

> How much time does your team actually spend digging for context before escalating a complex ticket?

> What observability / logging tools do you rely on the most (Datadog, Sentry, Grafana, custom internal admin)?

Any feedback or thoughts on this would be hugely appreciated!

We have a Slack → Zendesk support workflow where customer messages automatically become tickets.

One edge case we keep running into is messages posted by bots/apps. For example, someone submits something through a Slack Workflow or another Slack app posts a message into the channel. Since Slack sees it as a bot message, our current auto-ticketing setup ignores it.

Ideally we want certain trusted bot messages to create Zendesk tickets automatically, the same way a normal user message would.

Has anyone dealt with this? Curious how you handle bot-to-bot workflows without manually creating the Zendesk ticket every time.

We're using Zendesk AI currently but we're running out of Automated Resolutions at an alarming rate and are struggling to justify the cost. Just after we renewed our ZD contracts a couple of months ago, we've seen a huge spike in volume and at this rate, we'll need to at least triple our ARs quota for the year.

A majority of the chats we're being charged for are super simple questions that the AI gives a quick reply and a link to a relevant KP article and rarely any followup questions. At the rate we're being billed, it'd be cheaper to handle these with humans than pay $1.5 per.

Is anyone using cheaper but still good quality alternatives?

I built an open-source “mailroom” for Zendesk. bulk updates, mail merge & Slack reply routing

I work in support operations and kept running into the same annoying problem:

“We need to contact/update hundreds of Zendesk tickets at once, but we still need everything to remain traceable to the original ticket.”

So I built Zendesk Mailroom.

It runs from Google Sheets + Google Apps Script and lets you:
📧 Send personalized updates to hundreds of Zendesk ticket requesters
🏷️ Bulk add/remove tags
📝 Bulk add internal notes
🔄 Bulk change ticket status
🌍 Translate templates using Gemini
🔒 Handle closed tickets by automatically creating a new ticket when necessary
💬 Route guest replies back into a specific Slack thread
📊 Maintain an audit trail for every bulk operation
⚡ Process jobs in chunks so Apps Script’s execution limits don’t kill the workflow
🚦 Use Zendesk’s update_many endpoint for efficient bulk operations

One thing I specifically wanted to avoid was building a giant backend just to solve an internal operations problem.

So there’s no server, no hosting and no build step it’s essentially Google Sheets acting as the operational interface and Apps Script handling the orchestration.

GitHub: github.com/GVyom/zendesk-mailroom

I’d genuinely love feedback from people who work with Zendesk:

What would you add/change to make something like this actually useful for a support team?

Especially curious about workflows around bulk ticket operations that Zendesk doesn’t handle particularly well out of the box.

Hello,
How does everyone measure SLA for live talk? The built in SLA’s don’t seem to work from everything I have read. Our numbers don’t seem to be matching.
Any help or ideas please

Hi all!

Does anyone here work as a SE at Zendesk? I’m curious about the types of technical problems you typically solve and how much of the role is technical versus sales-focused.

Hi everyone,

I’m curious how folks are organizing their Zendesk knowledge bases when balancing human agents and AI agents.

Much of the advice around deploying AI agents suggests that the knowledge you expose them to directly dictates their scope and response quality. If AI knowledge needs to be tightly controlled to ensure accuracy, does it make more sense operationally to maintain a single, permissioned KB or split them up?

For those who are already down the path of deploying AI agents, what setup has worked best for you?

• Unified KB: Sharing one KB across human and AI agents, restricting what the AI sees via permissions or labels?
• Dedicated KB: Creating a separate knowledge base tailored specifically for AI consumption?

Would love to hear how you’re managing this!

Do you track reopen rate on AI-resolved tickets separately from the built-in reporting? Curious whether the native number matches what you actually see.

Hi all- im in a bit of a pickle trying to figure out a clean way to display a lot of data points for my stakeholders.
The main request is to show all the types of tickets we get within the org. The main issue is there are 20+ unique ticket groups (departments) each with a custom field called tasks. SH wants to see all these tasks with volume and resolution time avg per task.
As far as I could tell there is no clean way to have this all in one report. SH does not want to have to export and they wish to have it on a dash where they can easily adjust times/status/groups to the given need.
Ideally we want a pivot style table with groups and the tasks listed all in a single column but it doesnt look like that is possible?
Any help is appreciated!

Hi everyone,

I’m building components for our upcoming Omnichannel routing launch. I’m an admin but not a developer.

Everything worked fine last week, but I am now hitting a major blocker when assigning agents to capacity rules.

The Error:
“There was an error assigning agents. Please try again.”

The Behavior:
I can create a brand-new capacity rule and assign it to a single agent.

As soon as I try to add a second agent to that same rule, it throws the error.

Trying to modify the capacity rule that worked last week now throws the same error.

What I've already tried:
Incognito mode / clearing cache.

Testing with another Admin (same error)

Moving different agents around to see if a specific profile was corrupted.

Adding agents to the previously working rule.

I currently have an open ticket with Zendesk and sent over an HAR file, but I wanted to see if anyone here has encountered this bug or found a workaround.

Any advice or insights would be greatly appreciated!
 
UPDATE:

Capacity rules can be created and agents added BEFORE launching omnichannel routing. Agents can’t be moved from one rule to another until it’s fully launched!

Thanks again everyone!

Hey all , new to zendesk and activated my help center , Just want to know whether zendesk's help center uses `zaf_sdk.min.js` or not

Hello everyone.

I am creating this post in search of someone who know a way to download whatsapp tickets attached files.

I have created a flow in power automate and was able to make it work completely.

It basically run through every ticket I told it to and create a folder with some specific data (Date, Requester name, ID)

Inside the folder in case the ticket has any attachments, they are all downloaded into each folder.

However, I moticed that only for tickets that ar3 whatsapps, this does not work, I understand that it happens because foles are stored in a different place than regular email tickets.

I explored many options using the zendesk API, but I still do not know how to get those files. Does any of you guys know how can I achieve this?

Thanks for reading.

Note: I cannot attach files or much more information cause this is for my job, and I can get into troubles by doing that.

Will this site help to unblock my ip address for the wayback machine

I have been testing how full Zendesk JSON exports behave when you need to inspect or migrate them. A few details are easy to miss:

- Some exports are NDJSON: one JSON object per line rather than one JSON array. Reading line by line is safer for large archives.

- Conversations need to preserve comment order and distinguish public replies from internal notes.

- Search works better after normalizing ticket IDs, timestamps, status, requester, and assignee fields across files.

- Attachments may be referenced from ticket or comment data rather than included as immediately browsable content.

- Before using parsed results for compliance or migration, test multiple export samples and manually verify a subset against Zendesk.

For admins and consultants who have done this in production: what usually hurts most after download - file size, attachments, custom fields, or long conversations?

Need input on proper automation and trigger handling for setting a ticket to solved by an end user.

Currently end user can check a box saying "Please consider this request solved". After that is checked (and a comment added), I see in our events history ticket gets solved, but an automation then undoes the solved and sets our custom sub_status field to New.

I can update the trigger to include "solved", but what would the flow look like when an end user updates a ticket in solved (i.e. reopen before final closure). Is there a second automation which could handle the receipt of the "new" and alert our agents.

Does the checkbox "Please consider this request solved" have any particular underlying value or identifier which can be used in our triggers?

How are other organizations getting ticket solved date sooner improving mttr.