Support

How can we remove the numbers next to the views Shared and Personal?

Afternoon, A few of my agents have been commenting that on occasion, a side conversation that they have created vanishes at some point between the time they send it and the next time they check. This time frame is usually a few hours or up to 1 day.    We have been unable to replicate the issue but we have begun making notes stating "side conversation sent xx/xx" and one or two of these notes has shown that the side conversations are no longer active. There is no record in the event log of these side conversations being sent.  Is this a known issue or has anyone had experience with this? 

same issue as this post  :  incorrect email addresses used in correspondence creates a ‘contact’ for the incorrect record, causing others to select/send to the incorrect email - is there a way to clean this up or remove inaccurate records?    

Hi all.  Is there a way to print just print out just specific fields such as the requestor name, subject and a custom field? I would also like to print in a variety of formats.  Thanks!

I'm wanting to make a trigger or automation work with the condition that the requester phone number is blank. I have a “Call Needed” Open status but if there is no phone number in the user record, I'd like to close the ticket.  This is after asking for more information from the customer with no response. 

Hello everyone, I'm currently setting up a few triggers to send customized email to our customers. To do so, I'm using HTML and I'm able to have the desired result, except that I'm facing a little bug. When a customer receives the triggered mail, it contains a huge blank space. This huge blank is of course not intended, nor present into my HTML code. When opening my code into a classic web browser, everything looks and works fine. When investigating the HTML code received into the mail, it looks like Zendesk automatically adds a lot of <br> tags. This issue does not appears when the <table> tag is not used. Is there a fix or any workaround into Zendesk configuration ?  Thanks !

Solicito a funcionalidade de personalizar o envio de pesquisa de satisfação ao cliente.O cliente recebe um link muito ruim, onde não temos hoje como pedir para que ele valide, e assim não temos um NPSHoje a maneira como o cliente recebe a pesquisa de satisfação não é nem um pouco amigável.Esse link é enviado automaticamente ao se fechar uma conversa.Quem responderia um link como esse?

Our trigger that posts ticket-updates to Slack fires way more often than I think it should.I only want to see when a new comment is added to a ticket, either by the end-user or by an agent. Here's my trigger condition:  but it still fires when, eg, the autoreply bot sends out some suggested fixes and the end-user visits a helpcenter article:  What am I missing?

I am calling the Zendesk API from an external Vue app to retrieve all articles. I can render the article body in HTML, but the challenge is: how can I load the corresponding CSS file for proper styling ? Currently i'm hard codeing this file : //static.zdassets.com/hc/assets/application.css which works for me but I a fraid this file change.

I have an automation that is currently working fine. All I want to do is add some logic to ensure that it wont run more than 1 time every 5 days.I thought this would be simple:1. add an action to automation to set a custom field on the user object to DATE2. add an addition check to the automation for NOW - DATE ≥ 5, if that condition isn't met, automation won't run. If condition is met, then per step 1, a new DATE will be written to the custom field on the user object.Apparently there is no way to make this simple process work - unless I'm missing something. Am I missing something?!?Problem 1: in the actions I've discovered I cant use something like {{now}}, or {{date}} for the custom date field as it will take only numbers or a pick from the calendar object.Problem 2: even IF I could get a date into the custom field, there's no logic it seems to do a simple {{now}}-{{today}}So what solutions has anyone come up with to limit the rate of an automation? 

Hi,I am creating a custom form in our help desk but need to include a PDF (terms and conditions) for our end users to read before checking the box to submit the request.Hoping you can help.

I saw this article - https://support.zendesk.com/hc/en-us/articles/4408830699546-Migrating-the-Zendesk-Jira-integration-when-moving-Jira-instances   Anyone have experience migrating from JIRA Server to JIRA Cloud and ensuring you have the linkage retained between Zendesk tickets and JIRAs? We rely on this for longer term issues that require code-level/engineering work. Is it as easy as that article makes it seem? 

Is there anyway to identify tickets that include an attachment in a View in Zendesk Support?

Hi, I was using macro for side conversation where I have used subject line with 900 characters using some placeholders and if-else logic to send an email to backoffice team with required format in subject which was working fine.  3669;test@example.com;710;19;Investor;Investor;Smith;September 16, 2024;Call Today, when I was trying to add one more field in subject line and then observed that it's not allowing me to use more than 255 characters in the code added to subject. This has a severe impact on my solution.  However if I try using side conversation using trigger then I do not see limitation to subject length. Please suggest how can I achieve the same. 

How do i interpret whether a ticket has breached the SLA Poilcy or not from Ticket Metrics Events REST API ?

Hi All, I'm new to this forum.  We use Zendesk as our way for clients to raise tickets to us.  Recently I notice that if I reply to the user within Zendesk, to their email they used to raise the ticket, the reply is getting sometimes flagged as spoofing.  If I send them an email from my Google account to theirs without Zendesk, it does not get flagged as possible spoofing.  Anyone else seeing something like this?  I'm trying to find a full message header from within Zendesk but unable to do so.  Thoughts? Thanks

I am trying to write Liquid logic into a trigger to compare today's date to a custom user field date.  Use case is that I am setting up user fields to allow users to specify a start and end date to their OOO, to send a different autoresponse if the assignee has specific their OOO date. I added a custom user field of a date type.  I then read multiple places to do a "plus 0" which will convert the date to a string.  I then do the same for current date.   My two variables give the correct response, for example ooostart provided 2024090700 for a date of 09-07-2024 and current_date provided 2024090620.  I then tried to write logic to compare them, “ooostart <= current_date ” but it always gives a true response, even if it is not true; in fact, both ooostart <= current_date  and ooostart > current_date give true responses. No matter what I do, the comparison logic is always true. Why would the logic be failing?  I found multiple generic

We use Zendesk integrated with our Chatbot for customer support. When a customer interacts with the Chatbot and reaches a point where their issue cannot be resolved (e.g., they select options that do not solve their problem), a ticket is automatically created. This step is labeled "Transfer to Agent," and once the ticket is created, our agents respond via email rather than through the Chatbot, which is our preferred method.However, once the issue is resolved and our agents mark the ticket as "Solved", and after 24 Hours is marked automatically as “Closed” there is no indication within the Chatbot conversation that the ticket has been resolved. The Chatbot conversation remains static, without showing any indication that the ticket is closed or providing a cue to the customer that the conversation has ended or that they can start a new inquiry.Our Request: Clarification on Current Functionality:Is there currently any way to inform the customer within the Chatbot interface when the ticke

I want to restrict a ticket field updation to sepcific group? 

Hi Community,   I’m trying to set an agent signature based on the channel that the ticket came from.   I know that there’s no way to check for channels with Liquid Markup, but I was hoping there would be a way to look if certain ticket fields are filled in. I would set these ticket fields via triggers beforehand.   This is the code I tried to use without any luck:   {% case ticket.ticket_field_option_title_ 360009740214 %} {% when 'dmeme' %} {{agent.signature}} {% when 'dcoco' %} {% else %} {% endcase %}   I also tried looking for tags but had no luck with that either.   Is it that the Liquid Markup cannot look for ticket data in the agent signature?   Looking forward to hearing from you, Dominic

We're trying to create two triggers or automations—one to tag a Next Reply SLA breach and another for a TTR SLA breach. Our goal is to use these tags to send separate notifications to Slack.However, we’ve run into a limitation: the conditions for 'Next Reply SLA breach' or specific 'SLA Metrics' are not available in the automation conditions (ALL/ANY). Instead, we only see two options: 'Hours until next SLA breach' and 'Hours since last SLA breach.' This absence makes it impossible to distinguish between Next reply time and TTR, as we want to tag these SLA breaches as intended.Since we're on an Enterprise plan, I'm unsure why these options aren't available. Could you please confirm if the specific SLA metrics (like Next Reply Time and TTR) should be accessible in our triggers or automations?

Is there a way we can export all macros from Zendesk and also convert the markdown to HTML if the macro involves a public comment?

Buenos días ¿Es posible borrar/eliminar tickets automáticamente si cumplen un criterio? Por ejemplo, los tickets que tengan un asunto determinado, que se eliminen al crearse de forma automática, he mirado por disparadores y automatizaciones y no logro hacerlo. Gracias.

I'm looking for a simple way to retrieve the message-id from 40 tickets. It looks like this is not included in any of the API endpoints I have checked. I really do not want to have to open up each ticket, open the original version, switch to source, hunt through it, and copy this out manually by hand. Is there any other alternative ways to get at this data? 

How to apply triggers based on agent status. For example, agents offline assign the ticket to a group and place it on hold. If agents are online, assign tickets to the agent. We currently use omnichannel routing. We tried to set this up using triggers and a third-party app but were unsuccessful. Any help or advice on this would be greatly appreciated.