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Has anyone tried or accomplished being able to pull information from custom organization fields to display in a ticket?    eg: if for Customer ABC I have a custom field in the Organization profile where IT information is supplied, is there a way to put that info into every ticket as read-only? 

Created an organization and assigned the users to it. Also configured that the users can view all org tickets. How can my users get to see the list of tickets that are assigned to the organization?

 Hello Zendesk Community, since the options for managing views are limited (evryone, members of a group or just myself) i would like to hide certain groups from the request assignment.  It is not practical to have a group show up when its sole purpose is to enable certain views for agents. Or am i missing an option? Kind regadsWolf  

We have a use case where one of our customers would like to restrict which of their users are allowed to create/view ZD tickets. For example Company X has 10 users and 3 need to be restricted where they are not allowed to open or see support tickets. How can this be done?

We had the amazing opportunity to get to play around with enhanced service level agreement (SLA) functionality in Zendesk, and it resulted in some pretty significant changes to the way we work. I thought I’d share some of what we learned along the way. How SLAs helped us If you have particularly complex SLA needs, as we do, then you’ll probably find yourself managing those through a combination of views and some creative business process. To give you an idea of what we’re dealing with, we support nearly 200 games, in 15 languages, for a global audience, using several channels, and prioritizing based on diverse player needs. Doing that using views is messy. With the enhanced SLA functionality, here’s what we did: We simplified our View structure, keeping it down to language only We implemented SLA policies using channel, game, player need, and status (see s

Within our agency, our agents are split into a variety of groups with the ultimate goal of separating what each group can see from the others. By default, our "take it" button next to the Assignee field assigns it to the agent in our main group that everyone, all departments, is included in. Is there a way to a) customize the "take it" button so that each user will assign it to themselves within their own group or b) remove the "take it" option all together. We have set up macros, located at the bottom of the ticket module, so that when they select the take it option within the macro, it will assign the ticket to them within their proper group. Unfortunately, our users keep confusing the macro's action with the "take it" link located in a much more visible location next to the Assignee drop down menu.

Our customers are facing this error when using JWT SSO integration. Looks like some others on the internet have observed the same: https://www.cpume.com/question/fhitensh-zendesk-sso-error-please-use-one-of-the-options-below-to-sign-in-to-zendesk.html https://stackoverflow.com/questions/43527963/zendesk-sso-error-please-use-one-of-the-options-below-to-sign-in-to-zendesk Any ideas? -Tapan

  We have internal customers that send a lot of tickets to us.  They also receive a lot of Zendesk notifications by default (ticket received, ticket updated, ticket solved, satisfaction survey).  This works for some customers, but others will log into Zendesk to check on their tickets or they only want us to reach back out if there is a problem with the request.  We added the option to opt out of notifications on a per ticket basis. Create a custom Notification Opt Out checkbox ticket field and add it to any applicable ticket forms Update your notification triggers to only email if the Notification Opt Out checkbox is unchecked We continue to send emails for updates where the status is Pending and for Sat

Hi there, In the body of response emails, our Agents' names are followed by our account name in parenthesis.  For example, "Joe Hero (Awesome Co.)" would appear next to each response from the Agent, Joe. I'd like to be able to either hide the company name (Awesome Co.) or modify it based on certain parameters (group? brand? etc). Thanks, William

My company has a certain set of users whose tickets we would like to be visible only to designated employees. Using a combination of triggers and group configurations, we have figured out how to automatically and instantly send incoming tickets from these users to a view visible only to those designated employees. However, non-designated employees can still view all such tickets by simply searching a certain keyword. Is it possible to either remove tickets with a certain tag from the search results, or otherwise wall off these tickets from non-designated employees? 

So, by now, a lot of Zendeskers out there have made great use of the wonderfully simple, yet elegant Customer Satisfaction Ratings Professional and Enterprise plans. But there’s something more there that you can do with this tracking system. I feel this idea could be of great use to the community at large. First, let me present you – the “Agent” -- with a problem, a quandary, if you will, and will present the thought and ideas, and the solution. When a customer loves the quickness and promptness of your answer, and gives you a “Yes, I’m satisfied” answer – that is an awesome feeling! As a support agent, you can’t beat the feeling of an ‘internet thumbs-up’, a proverbial 'pat on the back'. It’s even better when the customer notes “Give Good Guy Greg a raise, he’s the greatest!”, isn’t it? Unfortunately, today... it’s not a good day for Pessimistic Paul, who’s

Hi, Can a Light Agent update a ticket's comments (private) when it's not the ticket creator/requester? I integrated zendesk API with another ticketing system application and the user that is used to update zendesk tickets has a light agent role, but it cannot update a ticket comment to be private. The error message that I get is something like that: "The remote server returned an error: (403) Forbidden.Error content: {"error": {"title: "Forbidden", "message": "You do not have access to this page. Please contact the account owner of this help desk for further help."......}}" Thank you.

I'm going to share what NOT to do -- assuming you are a company like ours.  I am in the IT department and we have about 15 techs, 10 of which are "front line" Help deskers as we call ourselves.  We answer the phones and field emails for our 5,000+ healthcare professionals (internal employees).  Some of us have strengths in various areas but we all are trained to do almost everything. I made two mistakes with groups: I created too many groups.  If you are like us, you probably don't need 7 groups for 15 people. It makes assigning tickets to agents more time-consuming than necessary.This sounds like a small thing but since everyone was in about 5 groups, there was also a lot of overlap in the group membership and it was very confusing. I'd recommend having your agents in a maximum of two groups, and only in one if at all possible. That way, when you type their name to assign a ticket to them, they only show up on

Zendesk’s  Satisfaction feature allows customers to rate individual tickets after they have been solved. By default, the satisfaction email is sent by an automation. If you have customers that send a high volume of tickets, this additional email may be distracting. This article shows how customers can self service to opt out of the satisfaction notice using an email link on the notice itself. Customers can still rate satisfaction and comment using the Web Portal or the Help Centre. Create a User Field to Store Settings Under Manage>User Fields, create a new custom checkbox to hold whether a customer has opted out of surveys. 

My name is Ben Lucier and I've been a Zendesk customer for as long as I can remember. I wrote this article on my personal blog, and at the request of Zendesk, I thought I'd share it here too. I hope it makes your life easier.If you’re a new customer of Zendesk, you’ve probably noticed the bland default HTML template. The simple default is the best choice for those just starting out because it’s uncomplicated to read if you’ve got a basic understanding of HTML and inline CSS.I thought I’d share a template that I’ve been using for a while now that might be helpful if you’re looking to add your company logo, office hours, contact information and social media channels.First, let's take a look at what an email looks like with the Zendesk default template applied:The template is pretty darn drab, isn't it?When customers contact your company, they’re