Support

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. 

Hi, one of our customers uses side conversations to communicate with us (IT serviceprovider).Unfortunately, our own ticket system (Autotask) can't simply answer those emails, but is instead creating a new email, which is removing the header information.Therefore, an answer is always generating a new ticket in ZenDesk on our customer side. To combat this, we tried to write to support+id<ID>@customer.zendesk.com. This results in the mail getting to the correct ticket, but not in the side conversation. Is there a similar address to write directly to the side conversation (like i.e. support+side_id<side_id>@customer.zendesk.com) or any other solution that doesen't involve using either the header or involves something like parsing the header information on our side and use some of it's information in the subject or body of the mail? Thank you in advance and best regards, Marcel

are we able to pull a report on outbound email sent through zendesk based on subject title?  Is there a way to track open rates on these zendesk outbound emails?

Has anyone encountered this? Whenever I add {{satisfaction.rating_section}}​, it looks very odd when looking in the email: I don't have any additional formatting in the trigger, I even created one from scratch to test this just in case. Any idea how to make it look more like:

Hi everyone, I'm a newbie in Zendesk but i need to find a solution for a customer.He doesn't want to use our forms but he prefers to send us an email.I know the first step : how to create a specific email to receive their requests.Then, I was thinking of imposing an email template on him. But, how can I configure it to read the email, retrieve certain values ​​to complete my custom fields.These are like parsing functions, is it possible natively ? Thanks in advance for your help Nicolas

I am unable to get into Zendesk, it seems like the account has been compromised. I am trying to change the password but unable to do so. Please assist.

Hi Everyone, Hope the community can provide some guidance here, because I am quite stuck and could really use some advice. We have our SLA's set up in Zendesk in a very basic fashion: First reply must be within x number of hours dependent on ticket severity Resolution within x number of hours dependent on ticket severity. More often than I would like, our customers will log a support ticket asking for a task to be completed on a particular day - often weeks in the future. We set the due date, and have an automation to run to e-mail agents and remind them when the task is approaching. However - the tickets almost always breach Resolution SLA because it's passed X number of hours, but happening on a date defined and agreed with the customer. So from my perspective, isn't really an SLA Breach because we're actioning the request on a specific date agreed by the customer. Does anybody have any wise ideas on how to get around this? Thanks so much, Paul.

Hi all, Not sure the topic is right, I need to create a custom field on ticket which shows the same number that comes up on the upper top bar (as per email below). In sum: whenever the type is "Problem" and a related “Incident” is created, I'd like to have a custom “counter” field on the ticket that works with the same criteria of the one showing up on top. Is there a way to do that? 

I want to know how to get the meta data of Facebook comment when it create a ticket I want to know the comment ID / comment ID how to get these Info inside Zendesk ?

Background We use first- and next-reply-time targets in our SLA policies, however, there are certain scenarios where intuitively you would expect to be covered by one of these targets, but you are not. For example, our phone integration creates a ticket with a private note containing call data, this does not satisfy the conditions that activate the first reply target, so if the ticket needs to be followed up in its open state, it will not have a target applied and will likely be missed. Another example, we have a trigger that changes ticket status to Open if a side conversation is responded to, here the requester is not the current user, so again the reply-time target isn't activated. A more detailed explanation of SLA target activation and satisfaction can be found here. Why is this an issue? Sorting views by Next SLA Breach is the best way I know of to make sure that agents are handling tickets in the correct order. When a ticket that agents should handle has no SLA target applied, i

Hi all,Is it possible in Zendesk to create a specific ticket field where agents can see variable data which are automatically populated from an Excel file?this means that each ticket has a different value. Please let me knowThanksLaura

I can filter views by assignee, but I'm trying to figure out whether there's a way to see all the tickets that a given user is following. I haven't been able to find that any place.

How to o add multiple CCs at once instead of seach/add cc 1-by-1 ?

I am working for a company that has currently changed some account information for our ZenDesk account while I was on vacation. When I came back, all of a sudden when I go to create a new ticket, I do not get a ticket number, but instead an incident number. As far as I can tell the numbers have remained continous so that has not created any problems, however we do a lot of copy and pasting from our tickets to customers emails so every time I have to manually type out "Ticket #" because I keep getting "Incident #" in the ticket field. They look like this now.   However, they used to look like this      I want to get back to the latter picture in my ticket field.     Edit: I have figured out this issue. Basically I had to go into the Fields section of Objects and Rules in the admin center. I could not find the "Type" field to edit. After some searching I changed the filter to show both active and inactive fields. Therein I found the "Type" field and activa

Hi – I am trying to set up a customer field to only show on a ticket if a specific selection is made on another custom field's drop-down list. I have one example already in place for my org's settings, but I'm not finding it in Automations or Triggers

Our “Notify Requester of Ticket Received” trigger is failing to send the email to the requester.  Checking the ticket events ends with this:ErrorNotification "25821095338125" would exceed limit. What does that error mean? It appears to only happen when a ticket is unsuspended. Surely that's not by design…  can anyone clue me in?  Thanks!

Hi guys,I am writing to report an issue that has been affecting me and my coworkers since January. Despite having all the correct settings, we are no longer receiving Outlook notifications when a client reopens or replies to a ticket. This has significantly impacted our workflow and responsiveness to client needs.Here are the details: Issue Description: No notifications received in Outlook when clients reopen or reply to tickets. Impact: Missing crucial updates on ticket statuses, leading to delays in response. We have double-checked our notification settings in Outlook and confirmed they are correct. Given that this issue is affecting multiple users, it seems likely to be a systemic problem rather than an individual configuration issue. 

We are currently experiencing a critical issue where emails sent through our Zendesk account are not being received by our clients. This is causing significant disruption to our customer communication and support processes. It first started with the CC not working. We would add people and they would not receive it. Regardless of being in the CC. As I was looking into why we don't get a notification when a ticket is reopened on outlook. I reverted everything back to normal, and then the problems started.I've tried following certain guides and articles, but to no avail. Details of the Issue: Problem: Emails sent through Zendesk are not being delivered to clients. Steps Taken: We have checked our email settings, spam folders, and ensured that there are no outgoing email restrictions on our end. Hope these following screenshots help: We need urgent assistance to resolve this issue as this has been going on for a week. Could you please investigate and provide a solution at the e

Hello! We have had Five9 integrated for years. Our process is -  if a new call comes in through Five9 - Zendesk will automatically create a new “phone” ticket, once the call ends the call data automatically gets stored into the phone ticket. Recently our agents have noticed their call data merging into an incorrect ticket that is not related to the call at all. Has anyone else seen this, or know how to correct it? 

Hi - maybe an obvious question, but how can I report on the avg time between tickets first being assigned to receiving their first reply?

Hi, We often work with partners and CS teams. I would like to assign a certain field (Like the partner or the CS team corresponding) automatically to the ticket when we receive the request.   For example, a requester from Company.com sends us an email, I want our Field 'Agency/Customer' to be directly set on the right name base on the domain of the requester's email address. Here, it would be: any emails coming from @company.com have the 'Agency/Customer' Field set on "Company".   Is there any way to do this in Zendesk?

We have an end user in the system that emails in Voicemails but it keeps getting marked as spam and suspended they are on the Allow list in the admin center but keep getting periodically marked as suspended. is there another way to ensure that this user/domain is never set as suspended/spam? Thanks

Hello, I would like to migrate all the historic from an instance (that will be closed soon) to a new instance. How this is possible? What are the solutions? Best regards, 

We will receive tickets from CRM and it will send some details as first comment in the ticket which we will manually fill in the customized fields we created. Is there a way we can automate it to fill the details automatically by scaning the ticket body (The first comment)