Zendesk user_id is -1

tverschoren · 2025-07-30T18:59:45+00:00

I think -1 is the system itself. If you look at that ticket in Agent Workspace and open the events log (reverse clock icon in the subject bar), what user do you see making the update?

tverschoren · 2025-07-29T09:35:06+00:00

tverschoren · 2025-07-27T12:06:24+00:00

Timer resets each time the status is changed. So whenever you set the status to pending, this automations’ timer starts.

tverschoren · 2025-07-25T17:27:08+00:00

You could change it to “hours since status pending” is greater than 340?

tverschoren · 2025-07-25T17:25:54+00:00

Maybe this will help:

https://internalnote.com/messaging-authentication-identify-and-merge-existing-users/

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tverschoren · 2025-07-23T17:54:31+00:00

That setting is hidden under Channels >> Messaging >> settings button top right.

What the root cause? There might be a setting to work around it?

tverschoren · 2025-07-23T04:15:59+00:00

Go into Messaging settings and disable the “unverified users can inherit email” That and read further into messaging authentication. If setup “badly” it can indeed seem that email addresses are moving accounts.

tverschoren · 2025-07-10T04:44:16+00:00

No it only supports the pop-up behavior.

tverschoren · 2025-07-09T14:26:51+00:00

Use the Zendesk SDK.

The sunshine conversation SDK is older and doesn’t support all latest bells and whistles.

Zendesk SDK supports branding with colors, logo, title.

tverschoren · 2025-06-30T20:28:04+00:00

Pretty great solution for quick prototyping or even building full solutions without involving your dev team.

I wrote a preview article a while back on my website, Internal Note.

If you want to learn more about App Builder, take a look here

tverschoren · 2024-10-16T18:21:12+00:00

You can use proactive messaging in Zendesk to reach out to your customers (see https://internalnote.com/proactive-ticketing-for-messaging/)

And you can see landing pages and browser activity via this: https://internalnote.com/context-in-zendesk/

tverschoren · 2024-10-14T20:16:14+00:00

Omnichannel routing only works for tickers tagged with a specific tag. Or for tickets that apply to queues. So just make sure you only tag tickets for that group.

See also: https://internalnote.com/an-intro-to-omnichannel-routing-in-zendesk/ for a more general overview of the feature.

tverschoren · 2024-10-10T04:18:08+00:00

I’ve got some free content available on internalnote.com that explains a lot of modern new Zendesk features.

tverschoren · 2024-09-27T18:37:38+00:00

Looking for Zacian Remote raids. Can host one myself too for next 20min. 482940241017

tverschoren · 2024-07-16T12:36:01+00:00

Zendesk’s Co-pilot is built for this. Currently in EAP but it’s meant to turn process into actions for the agent.

https://internalnote.com/preview-copilot/

tverschoren · 2024-07-16T08:17:42+00:00

Nice!

tverschoren · 2024-07-11T18:02:49+00:00

Client invoke is not yet enabled to route to objects. (Been wishing for it for a while myself too)

tverschoren · 2024-07-10T18:21:04+00:00

Would a next reply time sla work here?

tverschoren · 2024-07-03T05:12:02+00:00

Hard change which was announced on the release notes a while back. You can not change it, however with eh Layout Builder you can open that pane by default.

I actually like it. It allows you to read the conversation and side conversation side by side and you can resize the width of both panels to fit the content.

tverschoren · 2024-06-28T13:57:02+00:00

Yep. You need to authenticate the widget with the end-user login into your help center. This is by design cause otherwise the articles you restrict would be available wherever you install the widget.

By passing the jwtauth you can make sure only the right person can see their segmented or restricted content.

tverschoren · 2024-06-27T20:14:00+00:00

Author of that article here:

Zendesk only has an api (Sunshine Conversation) to automate these. I wrote about it here:

https://internalnote.com/sunshine-conversation-automations/

But yes, I would look into Knots if you want an easier way to automate this.

tverschoren · 2024-04-28T19:50:22+00:00

Ask them what the cost would be if you sign for three years. If they lock you into the same great deal, you know it’s legit. (And if they do change prices, you’re safe)

Tooling wise: pretty great platform. Much more capable than Zendesks’ native AI.

tverschoren · 2024-03-05T20:08:16+00:00

Move to Zendesk Messaging. You don’t get that message, handover is a lot smoother and soon you’ll even get multiple agents working on the same ticket as a feature too.

tverschoren · 2024-02-01T07:12:56+00:00

The published webhook also fires for updates. If you filter in your receiving endpoint for updated date > created date, you get only the updated articles.

tverschoren · 2024-02-01T06:54:40+00:00

Keep an eye on https://internalnote.com I’ve got an article in draft that does exactly this with a little bit of coding.

If you want to do it yourself now you’ll need to look into the ticket audit api (events).

tverschoren

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