Zendesk Wishlist

Zendesk Wishlist

A small list of annoyances and missing features

If you work on these products and want more direct feedback or customer references, feel free to contact me!

Last update: 21/3/2023

Zendesk Support

Side Conversations

  • Create Follow Up tickets for Side Conversation replies on closed tickets
  • Retain side conversations after ticket merge.
  • Turn an existing ticket into child ticket and make it show up as a side conversation.
  • Access macros in a side conversation.
  • Make Side Conversation attachments available to the ticket comment editor.
  • Create and view Side Conversations in the iOS App.
  • Allow setting recipients for Side Conversations in triggers based on custom field value or followers.
  • Why can’t I converse with a Sell user via Side Conversations?
  • Allow for DM or @mentions in Slack Side Conversations
  • Copy comments from side conversations to tickets


  • Use Follower as a parameter in Views. E.g. current user is a follower.
  • Allow agent to disable email alerts
  • Unfollow ticket link in ticket footer


  • Allow Light Agents to fill in Custom Fields (e.g. Finance can set a ticket as approved)
  • Expose/Show Identities from SunCo in Agent Workspace


  • When bulk tickets from same form: hide irrelevant custom fields.
  • When an environment has multiple forms and those are all deleted and replaced with one form, all existing tickets show the old form fields and have no way to switch to the new form (no dropdown)
  • Allow editing/showing identify info in user sidebar


  • Email Template per brand
  • Cross HC/Brands Answer Bot Suggestions
  • Restrict Agent ticket access per brand


  • Move all users to Agent Workspace more aggressively.
  • Allow Side Conversations for Legacy Suite
  • Remove Classic Facebook Private Messages and Twitter DM
  • Enable Messaging by default

Zendesk Chat and Messaging


  • Link authenticated Messaging users email to existing profile
  • Make Messaging conversations available as comments in Side Conversations
  • Assign Messaging Conversations to specific group based on context (e.g. choice in Flow Builder or URL visited)
  • Show Messaging Conversations in Shared Tickets
  • Have an API to get offline/online chat status of the instance

Answer Bot

  • Answer Bot ignores language set by the classic widget.
  • Filter Answer Bot in email on Category (possible via Widget)
  • Expose Federated Search content in Answer Bot

Flow Builder

  • Separate Flow Builder flows per locale
  • Skip Flow Builder Steps
  • Collapse Tree in overview to have better overviews of structure (or have a vertical list of the structure similar to H1,H2,.. in Google Docs)
  • Suggest articles based on URL/Location
  • Exclude words from Auto Translation (Aircall >> Luchtbel)
  • Allow for Prefilling of Fields in Get Details Form
  • Reusable Blocks to use in multiple steps: link to other intern at end of a flow.
  • Make Federated Search content available
  • Turn API results in parseable arrays and carousels if multiple objects are returned
  • Conditional Step: if the details are a dropdown field, make values selectable in a dropdown
  • Allow for more than 5 options in conditional flow. (Customer with 10 venues)
  • Use parameters from API call in Images and Buttons of return messages

Zendesk Guide

Forms and Fields

  • Add Headings to split long forms
  • Radio buttons
  • URL type field (clickable for agents)
  • Filter on Attachment types
  • API Based dropdown (e.g. Custom Objects or other JSON/CSV file that live updates)
  • Hide Form in Select Form Dropdown (Direct Link only)
  • Dropdowns in forms with items from custom object.
  • Push dropdown options to Explore to create groupings and filters before they’re used in tickets.
  • Make Lookup Fields editable for end-users and visible on forms.


  • Section/Category creation: upload icon/image option to reference in custom themes
  • Asset library that spans Guide to easily update an image across multiple articles (e.g. login screen or logo)
  • Cross brand articles that are available in more than one FAQ


  • Dark Mode for Copenhagen
  • Allow for opting out of Federated Search admin settings status emails
  • Opt-out of “Articles ready for review” emails.
  • Custom Pages - Add Locale parameter in URL
  • oAuth or API Token secrets to proxy API calls when creating custom pages/integrations (ZIS?)
  • Allow customizing the Zendesk widget when it’s automatically embedded via Admin Panel

End Users

  • Allow users to edit custom fields on My Requests page
  • Automatically sign in Zendesk Messaging when logged into Guide as an end user
  • Allow users to (un)link their social channels to their profiles (so that Messaging conversations are automatically linked to profile)
  • Allow Lookup Fields to be made available to end-users

Knowledge Capture

  • Give links from KC the same rich experience as Answer Bot links in emails/triggers

Zendesk Sunshine


  • API Tokens with permission levels. E.g. only GET access
  • Allow for oAuth Admin access
  • Access to ticket/events or audit log
  • Chat - Availability
  • Set Agent status via API
  • Sunshine - Custom Objects
    Add create-or-update-many endpoint for batch import
  • Sell Leads
    Set owner_id to a distribution list instead of a user.

Support Apps via ZAT

  • Open Side Conversation Tab
  • Create Side Conversation (comment/attachment)
  • client.request
    allow base64 objects uploads (add attachment to ticket)
  • routeTo() for sidebar apps

Sell Apps

  • setIconChar in Sell for toolbar apps
  • Allow for fullscreen sidebar apps
  • NavigateTo(deal) available from all locations
  • Create custom fields as requirements
  • Share app requirements across Support and Sell apps (Custom Objects are created twice with error)
  • Allow agents in Sell to read/write to Zendesk API with their current session token (similar to Support) via the client object in apps.

End Users

  • Allow users to edit custom fields on My Requests page
  • Automatically sign in Zendesk Messaging when logged into Guide as an end user
  • Allow users to (un)link their social channels to their profiles (so that Messaging conversations are automatically linked to profile)

Feature Availability

  • Create an api/v2/availability endpoint that lists feature availability for an instance.
  • What license type are we talking too?
  • One form or multiple? Side Conversations? Followers? Multiple schedules? On Hold Status? Are Custom Objects enabled?
  • Prevents a lot of 404 or other errors while developing or (re)using integrations and Marketplace apps.


  • Allow for custom headers. See here for more info

Profiles and Identities

  • Make Custom Profiles and Identities show up in user profile of an end-user
  • Make Messaging Profiles (social handle e.a.) visible in the profile.
  • Push email of authenticated Messaging users to their profile


  • Allow event deletion
  • Allow images/thumbnails
  • Allow for coloured tags
  • Link event against organisation
  • Allow editing events


Mobile App

  • Bulk edit custom fields
  • Change fields shown on top of ticket (add one or two custom fields)
  • Multiple Zendesk instances
  • Multi Window (or tabbed tickets)
  • Marketplace Apps
  • Rich Text // HTML View
  • Drag and drop attachments/photos
  • Side Conversations
  • Messaging Conversations
  • Dark Mode
  • Sort views by group
  • Bulk apply macros
  • Keyboard shortcuts
  • Knowledge Base Suggestions

Classic Widget

  • Date field
  • Multi select field
  • Regex field
  • Hide specific fields
  • Navigate to subpage (on open >> form or chat) —> setCurrentView
  • Add button to channel picker for custom destination
  • Title of Contact Options can’t be changed
  • Description text in the middle of the Guide search view can’t be changed
  • Suggestions based on <head> keyword or description meta tag instead of jus the URL-slug
  • Change icon from ? to something else
  • Change title of Talk button

Messaging Widget and SDK

  • Extensive API similar to options available for Classic Widget
  • Set Color via API
  • Set Text via API
  • Set Position via API
  • Overwrite Online status via API
  • Set Custom Answer Bot Name
  • Show Email in Agent Workspace for Logged in Users and match to profile
  • Disable Flow Builder via API
  • Allow browsing Guide per category/section

Marketplace Listing

  • Release Notes
  • YouTube Video embeds
  • 1920x1080 screenshots
  • Fixed price app don’t allow for vouchers
  • Allow vouchers for themes
  • List required Zendesk license/features

Unlisted Marketplace Apps

Partners need to regularly update client apps but don’t always have access to the customer environment. Uploading a ZIP is annoying. Why not allow uploading apps to the Zendesk Marketplace infrastructure with(out) review specifically available for one instance.

Apps can be remotely updated without needing API or Admin access.

GitHub Actions

  • Allow pushing a theme update in an instance after deploying to Main on GitHub. 
  • Link Zendesk Private Apps to GitHub repos and allow for remote fetch (or push) of updates.

Scratched from the list

Removed March 2023

  • Security - Groups and organization bug — documentation
  • Security - Better search in Audit Log
  • Agent Workspace - Enable Followers by default
  • Messaging - Allow settings tags and other metadata.
  • Messaging - Allow access to Authenticated User info for API Call step
  • Guide  - Allow for both SSO and Social logins side by side (e.g integrate product accounts and social logins)
  • Allow for both SSO and Social logins side by side (e.g integrate product accounts and social logins)
  • API Support - Deleted Users Add deleted_users/delete_many?ids=
  • Messaging Widget - Pro-Active Popup managed serverside