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Hello there, I am one of the users of Zendesk Account and would like to talk to Zendesk Support for upgrading our account package and discuss the possibility of our use cases. Yesterday, I already reached out via Zendesk Bot and the following ticket https://support.zendesk.com/hc/requests/12238094 was created for the Zendesk Agent, but I haven't heard back from anyone yet. Could anyone please reach out at the earliest as this is a priority for us and quite urgent. Thank You!

Hi all, Hoping someone can help me here, I can't get a response from Zendesk on this for some reason. Can someone tell me why I am getting the below error "Subdomain is not available". If I type other random words there, it works sometimes and then sometimes it doesn't. Trying to change it to either "Support" or "Learn". Both don't work. Any insight you can give me is very appreciated!  

Hi  Is there a feature available for automatically detecting groups that have unsolved tickets in their queue but lack an assigned agent? Regards, Pranesh

Based on subscription level we'd like to limit the number of end users that can create and update tickets for each organisation. As an example there are 3 subscription levels and each has a different number of end users that can have ticket access: Gold - unlimited users can create and update tickets Silver - 10 users can create and update tickets Bronze - 5 users can create and update tickets Anyone should have access to the Help Center to access articles but the number of users that can create and update tickets is based on the organisations subscription level (gold, silver, or bronze). How can this be done?

Does anyone have any recommendations on how to verify customers over the phone for when they request sensitive information or settings changes? Are there Zendesk add-ons/apps for sending verification codes via sms/e-mail? 

Dear Community, We have received a few reports that some End Users are not able to log in to our Zendesk subdomain. They are receiving the below error Forbidden Invalid authenticity token We have also tried this from our side with correct credentials and we noticed this seems to be happening on the latest version of Chrome Browser. This is issue is not happening on Mozilla Firefox or Microsoft Edge. Does anyone have any information about this? Thank you.

One of my staff members didn't receive the Zendesk email asking them to sign into Zendesk for the first time and create a log in. How do you get this email re-sent? 

We'd like to stage a second brand in sandbox, do our testing, then replicate in live. If we address the sandbox as "secondbrand.zendesk.com", if we delete the sandbox, will we be able to use "secondbrand.zendesk.com" for our live instance?

I need to send emails to groups of people frequently, so I would like to create a "group" that contains all the emails to use as a requestor. It is possible?

CHALLENGE: Emails are sent to us via a number of different email addresses. We have different (customized/relevant) auto-responses for each of these addresses. When a holiday rolls around, altering all of the triggers manually takes time. And then you have to edit them again after the holiday. Drag. SOLUTION: Utilize the ability to schedule holidays. Then add holiday conditions to triggers. HOW? (1) Set up all holidays. In brief: Admin > Settings > Schedule > Holidays > Add holiday More detailed instructions in Zendesk article: Setting your schedule with business hours and holidays (2) Edit your existing triggers to show that they should be used other than when it's a holiday - by adding the condition "Ticket: On a holiday?" and "No". Looks like this: (3) Create one holiday trigger to be used for all holidays. That trigger must have the condition "Ticket: On a holiday?" and "Yes". You can also use a ticket field to insert the name and date of your holiday automat

Hi experts, our manager left the company but the Zendesk that we have was under him as the only account owner. We couldn't reach him and would like to know if it's possible to transfer the ownership to our new manager. Your input was highly appreciated.Thank you.

We're struggling a bit with customer data, and I can’t find where to look.   Take a look at this marketing post:   https://www.zendesk.com/blog/8-ways-effectively-manage-customer-data/ This is what we need, and frankly, the entire reason we signed up for Zendesk.  Unfortunately it does not appear this works:   - While we don’t need Sell, in order to manage customer data we do need Contacts (part of Sell) - Sell does not integrate with external apps cleanly, Support does. - Customer data is not integrated between Sell and Support (this can’t possibly be true, but ZenDesk support says it is)   I think we're missing something fundimental in the way zendesk deals with customer data

I'd like to get an idea of how others may have implemented Zendesk amongst their departments/areas.  Was a user field, type dropdown list, called department with a list of departments/areas? Or was an organization created for each department and a user field created (Type: Lookup Relationship - Organization) called Department/Areas?

Hello,  I am looking to create a flow in which tickets that are in a general initial queue (current) can be routed to various departments.  The originators will be many sources that will be unable to make a consistent selection on say, skill, so it would be a manual delegation.  Our plan currently has 5 seats.   Ideally, I would have at least 5 departments with 3-5 staff members who can be assigned and re-route tickets.  As a new admin and user of Zendesk I can't think of a way to accomplish this without adding all of the "users" as agents which will then raise the cost exponentially.  I don't think we can accomplish this with light agents since the notes will need to be public.    Any assistance is appreciated.     

Hi. I really do hope this is possible, becuase it is getting on my nerves. I can't get a placeholder working from a custom user field. The Custom field ID is 360001562337 and the field key is "title". The custom field is a text field. See image below: What i want is to use a placeholder, to get that field on a comment in Zendesk. What placeholders i've tried: {{current_user.custom_fields.title}} {{current_user.custom_fields_360001562337}} {{user.custom_fields.title.title}} (user.custom_fields.<field_key>.title){{user.custom_fields.title}} (user.custom_fields.<field_key>)   It appears blank when i use these placeholders. Is this not possible? If not, then what are the placeholders used for?

I am searching for an option to export end-user data/tickets from one specific view. This request was already back in 2013 but since then I have not been able to find any related topic. Any experience??  

We've recently made some modifications to our C-Sat automation.   This is how the new email looks... Want to know how?    If you haven't already - activate 'Customer satisfaction surveys' (info here) Download the smileys below and upload these as assets to your helpcenter (or host them elsewhere)    Navigate to Settings > Automations - and locate the 'Request customer satisfaction rating' automation Select to Edit this Change the notification to requester with the info below - don't forget to substitute your image location.   <span style="padding: 0px ; line-height: 18px; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color:#444444;">Our {{ticket.group.name}} team recently completed your request - <strong>{{ticket.title}}</strong><h3 style="font-size:16px;">How did our performance make you feel?</h3><h5>Please click an image below to rate our service</h5><a href="{{satisfa

Brands are normally thought of as a way to allow companies to offer customers ways to reach specific support teams; However, Brands can also be used to support your employees.See Setting up multiple brands for details on configuring Brands. For example, if you are looking to have employees submit tickets to specific internal teams, but you don't want them going through the process of manually generating tickets from the Agent view, you can setup a new Brand (with Help Center enabled). From there, you setup any necessary Fields, Forms, and Triggers (i.e. ticket routing rules), and ensure you have the "Agents can manage requests from Help Center" option enabled. Example Use Case You have your IT team (they support employees only) and your Customer Support team in the same instance, and want employees to submit tickets via the Help Center (Guide) portal. Start by creating a new Brand that will be for your IT tickets to be submitted through. Once you create the Brand, you will need to enab

If we choose the Metadata Sandbox are end users still copied over? Do we have the ability to create end users in the Sandbox?

Two related questions: 1. Is it possible to create a user group structure for customers, such as how this can be done for internal support accounts? Use case would be to have both an "admin" and "regular" user group which would control prefs like who can view others' tickets, and who can create new tickets. If user groups cannot be applied, are there any workarounds to do this in bulk rather than having to manage for each customer account? 2. The default permission on a customer's account is they can only view their own tickets, but this can be changed to view other tickets either at account level or Org level. But is there a way to just set it by default for all customers that they can view all other tickets in their Org?

We have a need that I can't imagine is unique to us: We need our agents to be able to quickly identify that an incoming ticket is from a VIP customer. Tagging the VIP orgnizations is an easy thing to do but we need that to be in "flashing letters and sirens" (exaggeration intended) for our agents to see on the ticket. I can imagine this happening in a number of the ways I'll list below but I'm open to whatever might be available: * A dialog box opening up when a ticket from a VIP is opened. * A change in the organization name field at the top of the ticket (a colored icon gets added?) * A change in the subject line that is obvious. We just need something to be obvious so our agents are aware that they are talking to a high(er) value customer. Is there anything out there? Is there a way to do it in the Support app that I'm missing? Is there something in the marketplace. I searched and didn't find anything seemingly useful but maybe I'm missing something. Has anybody else been faced with

Is there a way for a user admin to see all the tickets their company team members put in so they can monitor ticket statuses?  If I am the manager of 4 people that are in charge of putting in support tickets for my company, can I as the manager see all of those in a dashboard?  Could this possibly be grouped by email domain?

Hi - I'm request an easy way to see all agents that have a specific skill. This relates to the support ticket I submitted 11964817. Thank you!

Can I get some help here? I cannot log in to our support zd. The link is not working. I can't chat with the helpdesk since I am not getting the code to verify my email. 

Good afternoon.  Was a change made to Zendesk where a ticket opened in a private group is now no longer viewable by the ticket requester, but can be viewed by staff that are Followers? We are unsure why, or for what reason, this kind of change would be made.  From a security standpoint this doesn't make much sense as you can just add the requester as a follower. Is there any kind of workaround for this for end users?  We have Light Agents that only make ticket requests to a private group that we can't let all users see.   I see this now as part of the group description: