Is there a limit on how many users or organisations the app supports?
No. The app works the same way on any account size. Each list loads up to 5,000 matching records so the table stays fast, and the app always shows the total number of matches. Use search and filters to narrow the list, or Select all matching to edit, delete or export every match.
Why does it say "5,000 of 82,341 users loaded"?
More records match than the table loads at once. Everything is still reachable: search or filter to find specific records, or use Select all matching to act on all of them.
Some records weren't updated. Why?
After a bulk action, the app names any records Zendesk refused and gives the reason. The most common causes:
- The account owner: only the account owner can edit the account owner, so other admins' changes to them are refused.
- Permissions: the app uses your own Zendesk permissions. If your role can't edit a user or organisation in Zendesk, the app can't either.
- Invalid values: for example, a value that doesn't fit a custom field's rules.
- Deleted records: the record was deleted by someone else in the meantime.
I edited some users but my filter still shows the old values
The table updates straight away, but Zendesk search takes a few minutes to catch up. Wait a few minutes, then click Refresh.
Can I remove or replace tags?
Not at the moment. Bulk edit adds tags and keeps each record's existing tags. To remove a tag, use Zendesk's own user or organisation settings, or let us know that you'd like this feature.
Which custom user fields are supported?
Dropdown, checkbox, multi-select, text, multi-line text, number and decimal fields can be filtered, edited and exported. Date, lookup and regex fields aren't supported yet.
How do I show or hide custom field columns?
Click the ⋮ button at the right of the user table header. You can show up to five custom fields as columns, hide ones you don't need, or reset to the defaults.
Can I close the app while a bulk action is running?
No. Bulk actions and exports run in your browser, so keep the app open until the progress bar finishes. If you close it part-way, the records already processed keep their changes and the rest are left as they were.
Does Gravity CX store my Zendesk data?
No. The app runs inside Zendesk and talks to Zendesk directly from your browser, using your own session. Your users, organisations and CSV exports aren't copied to Gravity CX systems.
To support and improve the app, we collect usage information (the name and email of the Zendesk user using the app, your Zendesk subdomain, and the actions taken, such as how many records were updated) and error reports, which can include technical details such as the search that was running. See our Privacy Policy.
Need help?
Click Get help at the top right of the app, or submit a request to our support team.
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