Support

Hi everyone,I’m setting up a support workflow for a website, subwaysurferdl.com and I want to organize incoming user questions more efficiently.What would be the best way to use Zendesk to categorize common requests, automatically assign tickets, and create helpful responses for frequently asked questions?I’d also like to know which features or workflows you recommend for managing a website with a high volume of similar support inquiries.Thanks for any suggestions!

I'm trying to create a macro that will auto cc in specific users triggered by a macro. We find that the user list will need to change fairly frequently. What is the most efficient and effective way to achieve setting the Requester and cc'd end users?

I asked this question of Support last week, got an email with a ticket link to it but the ticket doesn't exist; if I click on the link I get a 404 error and if i look in “My Activities” it doesn't show up so I'm asking it here. Is there a limit on how many organizations I can store in Zendesk Support? We currently have about 725 but we're looking to import a LOT more, in the order of 15k to 25k MORE. What sort of limits, if any, might I bump into?

Hi everyone, I’m looking for advice on improving a Zendesk Help Center so users can quickly find answers without submitting a ticket. What strategies have worked well for organizing articles, identifying content gaps, and reducing repetitive support requests?I’m also interested in how teams structure helpful resources for different types of users and topics, including gaming-related content such as https://subwaysurferdl.com/.

Hi Users, One thing I’ve learned is that adding too many fields to a request form can make it harder for customers to submit a request.I usually try to: Keep only the fields that are really needed Use separate forms for different request types Make important fields required Test the form from the customer’s perspective before publishing A simple form means less confusion for customers and cleaner information for agents.

Hello, everyone!We’ve noticed that a number of fields relating to ‘feelings’ have started appearing on our forms.Do you know what this change is about, or what the purpose of these fields is?Thank you!  

Oftentimes, when customers send us emails, their name that is pulled from their email may be in common-case, for example “john smith” instead of “John Smith”.When a Notify Requester email is sent out, “Hi {{ticket.requester.first_name}}” sends “Hi john,” instead of “Hi John,”.I would like to at least capitalize the .first_name before sending, but I would prefer to title-case the user’s fullname before it is ingested into zendesk.   Are either of these possible?thanks much,Abd.  

I am new to Zendesk and have a question In our Zendesk support, I would like to be able to organize organizations in a Parent organization with several sub organizations.  It must not be possible for the individual organizations to see each other's cases, so what I am looking for is an overview, when a sub organization creates a case, it is automatically assigned to the Parent organization in my overview and I can make reports from the Parent organization that shows me all the cases from the parent whit all sub organizations is this possible and can someone please guide me to the right article that will help me to accomplish this sincerely Erik

Hi everyone, I’m trying to understand how Zendesk teams handle attachments when side conversations are involved.For example: A customer sends a file in the main ticket, but the agent needs to share it with a supplier or internal team in a side conversation.Or the opposite happens: someone replies in a side conversation with a file, and the agent needs that file to be available back on the main ticket.I’m curious how teams usually handle this today.Do agents download the file and upload it again manually?Do you have any workaround for this?Or is this not really a problem in your workflow?I made a small prototype to test one possible solution, but before going further I’d like to understand whether this is actually a common pain point. Would love to hear how other Zendesk teams deal with this.

I repeatedly get this message when approving or even deleting content from the moderation or spam queues. Sometimes it takes many tries before the action executes.

The thread asking for required fields to apply when an agent submits on behalf of an end user got closed as not planned in May 2024. It's still the behaviour today, and the default dash still satisfies a required dropdown.What I can't find anywhere is what people did next. From reading around, the options seem to be conditional formatting with a dummy checkbox, a trigger and webhook that posts an internal comment, one of the marketplace apps, or accepting it and cleaning up in reporting. Every one of those has a catch. The conditional-formatting version changes how the form looks. The webhook version puts the warning in the ticket as text, which agents scroll past.​@Chris30  ​@Nick30  ​@Carmelo  ​@Bryan29, you were all on the original thread. Are any of you still working around this, or did something eventually hold?I'm building a tool in this space so I have an angle here. But I've now read every thread on this I can find and I still can't tell whether teams solved it, gave up, or sto

Has anyone ever created a link that populates a field in a ticket? Something like the CSAT rating emails that have the ratings right there in the message for requesters to click because of the {{satisfaction.rating_section}}​ placeholder. Use case: We want to send an automated message to customers with tickets that have been escalated but are waiting for longer than they should. In the response, we'd request that they "click here" if their ticket meets certain criteria. The idea would be to then review those "critical" tickets before we continue down the regular priority order we usually work off of. So anything works, a tag added, a field filled, etc.

I am trying to use a nonce to avoid allowing unsafe-incline/unsafe-eval in my CSP for my site where I am using the new messenger version of the zendesk chatwidget. I followed the steps here -> https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/csp/Chengwei Semiconductor and added a nonce to my script tags. The nonce seems to be coming through correctly, but I still get console errors saying that inline style cannot be applied.Here's how I have the script tags used in my .cshtml file:<!-- Start of Zendesk Widget script --> <script nonce="@ViewBag.nonce" id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=[mykey]"></script> <!-- End of Zendesk Widget script --> <script type="text/javascript" nonce="@ViewBag.nonce"> function initZendeskWidget() { if (typeof zE !== 'undefined') { zE('messenger', 'hide'); // Hide everything on load $('#chat-link').on('click',

When managing a high volume of tickets, it’s not always easy to know which customers have already seen your replies and which conversations are still waiting for attention.Without this information, agents may spend time following up with customers who already received the message, while other tickets that haven’t been viewed can be missed.By using email activity data in Zendesk views, teams can organize tickets based on customer engagement. For example, you can create personal views for:- Unseen tickets — find conversations where customers haven’t opened your latest reply yet and decide whether a follow-up is needed.- Seen tickets — quickly identify customers who have viewed your message but haven’t responded.- All tickets with email activity status — add a Seen/Unseen column to existing views to check engagement without opening each ticket.This helps agents understand the current state of a conversation and prioritize follow-ups based on customer activity rather than only ticket statu

We need to change the primary Admin email address associated with our Zendesk account because the current administrator is no longer with our organization.Could someone please advise on the process for transferring the Admin account to a new email address?We currently do not have access to the existing Admin mailbox, so we would also like to know what verification or authorization is required to complete this change.Thanks in advance for your help.

Hi everyone, Not sure if this is the right place to share this "bug" or if it has already been shared, but I couldn't find anything regarding it. Often people in my organization tag me in tickets when they need additional support, I get an email to let me know and I jump in the tickets and normally answer in an internal comment. Recently in one of these cases, after leaving my comment, I went to archive the email, but before doing so, I mistakenly reacted to that email in Outlook. Today I found out that when I reacted to that email, it was commented publicly in the ticket, as you can see in the image below. Does anyone know a way to prevent this from happening within Zendesk? Or is this something the Zendesk team is aware of and has plans to address it?  

Hi Zendesk Team,We're looking for clarification on how Zendesk's spam detection interacts with the Suspended Tickets queue.We understand that emails appearing in the Suspended Tickets view have already been identified as suspicious and removed from the normal ticket workflow.We're hoping to clarify the following: When a suspended ticket is permanently deleted, does this action provide any feedback to Zendesk's spam detection mechanisms, or is the ticket simply removed from the system? When a suspended ticket is recovered because it is a legitimate customer enquiry, does this provide feedback to Zendesk's spam detection mechanisms that may help prevent similar legitimate emails from being suspended in the future? Is there any recommended process for improving spam detection accuracy when reviewing suspended tickets, beyond recovering legitimate emails and deleting spam emails? Within the Suspended Tickets view, is there a way to explicitly mark a suspended ticket as spam, similar

We have identified a serious issue affecting our WhatsApp channel in Zendesk. After running multiple tests, we confirmed that incoming messages from WhatsApp users who have enabled a username and hidden their phone number are not reaching Zendesk or creating tickets. Messages from users whose phone numbers remain visible are received normally. The issue appears to affect users identified through an @username or Business-Scoped User ID (BSUID). This is causing us to lose leads and sales opportunities because customers believe they have successfully contacted our company, while our agents receive no ticket, message, or notification in Zendesk. We have already checked all tickets, unassigned tickets, suspended tickets, and our regular views. The missing conversations are not present anywhere in Zendesk. Could Zendesk please investigate the following as a priority? Whether WhatsApp webhooks from users identified through BSUID are being received and processed correctly. Whether the Zendesk

We have been using a React Native wrapper for Zendesk Messaging:https://github.com/leegeunhyeok/react-native-zendesk-messaging/tree/mainThe wrapper’s most recent change was made about a year ago. Recently, however, we have received multiple reports of users suddenly being unable to send messages. When this occurs, the message displays a “Tap to retry” option, but retrying does not successfully resend it.Since there have been no recent changes to the wrapper, we would like to ask whether there have been any upstream changes to the Zendesk Messaging SDK or service that could be causing the wrapper to fail intermittently.At the moment, restarting the app resolves the issue for most users, allowing them to send messages normally again. However, there are still some cases where users continue to see the same “Tap to retry” error even after restarting the app.From the development side, we have not been able to reproduce the “Tap to retry” failure consistently, which has made it difficult to

Students rarely know which department owns their issue.How have you designed your request forms to make them simple while still collecting enough information for routing and reporting?

Hi :) One lesson I've learned while working with Zendesk is that it's easy to create a new trigger whenever a new request comes in. But over time, too many triggers can make your instance harder to manage and troubleshoot.Before creating a new trigger, I always go through these four checks: 1. Check if a similar trigger already existsSearch your existing triggers first. In many cases, a small update to an existing trigger is enough, and you can avoid creating duplicates.2. Review the trigger conditionsTake a close look at the conditions you're planning to use. Sometimes another trigger already covers part of the same workflow, which can lead to multiple triggers running on the same ticket.3. Make sure your tags and ticket fields are consistentTriggers work best when they rely on clear and consistent tags or custom fields. If different teams use different naming conventions, your automation can quickly become difficult to maintain.4. Test before activatingBefore turning the trigger on f

I want to document a support experience, partly to ask whether it's typical.21 July — Raised a ticket about social channel linking not rendering in our messaging Web Widget. Included the full widget config, confirmation of every documented prerequisite, browser and device tested, and confirmation of no custom code or console errors.21 July — Agent responded same day, asked good clarifying questions, then requested account assumption access to investigate. I enabled it the same day and set it to one week as suggested.23 July — Ticket passed to the Technical Support team, with a note that they would "reach out as soon as possible."28 July — No contact. I followed up asking roughly where it sat, and flagged that the account assumption access was about to expire in case the next agent needed it extended.31 July — Still no contact. I followed up again, this time asking explicitly for either a named Technical Support agent with an ETA for first contact, or a flag to a team lead so it wasn't

Good Day, I would like to add/have an escalate button within support tickets where the customer can click on in case he is not satisfied. When he clicks on the button an email should be send to one or multiple users and the customer should be notified that the ticket was escalated and the will be contacted shortly. Thanks, Arjan Vermeulen

Dear Community, I am pretty certain what we have in mind here should be possible - unfortunately I have spent hours searching for an article on this, with no results so far. Reached out to Zendesk Support and they suggested I should try asking the community here :) Hoping someone here can maybe provide info on this, or knows an article from Zendesk that could help us?Idea: We want to set up a trigger, that sends instructions to a requester when they selected a certain category in our webform (change of delivery adress for example). I know how to do that of course.In that auto-response that the requester receives, we would like to present a button for the requester to inform us IF the request can be marked solved, now that they received all necessary instructions via the auto-response. ONLY if the requester clicks on the button "YES my issue is resolved" we want the ticket to go into solved status.how can i set that up? Side Info: none of our customers log in anywhere to submit a r

If you need to remove personally identifiable information (PII) from Zendesk tickets without deleting the tickets themselves, anonymization can be a practical solution. It's commonly used to comply with GDPR, fulfill customer data requests, or apply internal data retention policies while preserving ticket history.This process can be completed in a few steps with the help of the GDPR Compliance tool:Create a ticket or user list based on the records you want to anonymize. You can filter by conditions such as tags, ticket status, requester, date ranges, organizations, and more. Launch the anonymization process for the selected list. Configure the anonymization preferences. Choose exactly which data should be redacted, such as:Names Email addresses Phone numbers Ticket comments Attachments Other supported personal dataStart the process. Once completed, the selected personal information is anonymized while the ticket itself remains available for reporting, analytics, and historical referenc