Support

When tickets come in from another country (ie. EN-GB) this defaults the search in the KB (book on the right side of the screen) to EN-GB and agents are not able to locate the article they need.Since none of our articles are in EN-GB, would it be possible to remove this reference so they are always in the default language of the KB (EN-US)? 

Hi Everyone, I’m Claudia from the Asia Customer Success team. One of the queries I get asked a lot from my clients is: How to reply to a ticket with a Support Email Address of your choice? Currently, there is no native way to achieve this, below are 3x possible workarounds. 1. The Select an Address app in Zendesk Marketplace provides this functionality. This app uses the API tickets object to set the recipient for the ticket. The recipient is the original recipient's email address of the ticket. The change of address is done manually. If you are subscribed to the Basic plan, you can set up default addresses by group, as well as allowed email addresses by group. Any addresses used here must already be listed in the support addresses for your Zendesk instance.   2. The Reply From app allows you to automatically change the email based on the group / brand of a ticket. This app provides the option to define the "send from email" depending on the group the ticket is assigned to (not j

Hello I want to add a notify action to a trigger. On the new ticket, I want to send an mail to the assignee as main recipient(as TO), and all the followers will be at the same email under CC Do you know how I can do it? Thank you

We have an interesting situation that is causing us some grief. We support students and educators. When they fill out our support ticket forms, they see a field that says "subject". To most users, this would seem to be the subject of their issue report. But for our users, a huge number of them think it's the subject they are studying or teaching in school.  This means that we receive an inordinate number of tickets with the subject "math" or "english" and nothing useful that we can work with in our various reporting and tracking needs. I realize that the "subject" field is a system field that cannot be altered via the Zendesk admin interface. However, I know that in the past I have seen creative solutions posted here that take advantage of code to make alterations to many parts of the interface.  However, all my searches are coming up empty on this one. Bottom line: I am looking for a way to change the field title "subject" to something else, such as "topic of your request".

Has anyone found a good way to organize these tickets that are linked together? The way we operate is for every product bug or product enhancement we have 1 problem ticket that is under our internal org, and then we link all client tickets to that problem ticket (as they are incident tickets). I would like an easy view or report that allows us to quickly scroll through, per product (which is specified in a field on the tickets) what problem tickets we have out there, what the subject is of the problem ticket, and how many client tickets are linked to them.  I followed this article, which starts to get me where I need but I don't know how to group by product or surface problem ticket subject on it - https://support.zendesk.com/hc/en-us/articles/4408833663514-Explore-recipe-Top-problem-tickets-by-unsolved-incidents?page=1#

Our Zendesk application connected to Twitter and sometimes our customer send image via Twitter DM. In Zendesk the image url will be shown as https://{subdomain}.zendesk.com/twitter/proxy/authenticated_image?conversion_id_str={conv_id} We try to get the image by API call (to automate things). We already use Basic Authentication with user and password. But we always get this response saying that we are unauthenticated. If we try it in browser, we are able to open the image. Do you have solution for this Zendesk team? Thanks 

I am trying to use helpText and placeholder in the manifest.json parameters, but it is not working.Does anyone have a solution? Please help me!Thank you!

In order to then map it with another tool, I would like to have the organisation name of the requester as a custom field of the ticket.Is it possible to achieve this with a trigger/automation that would auto-fill the field with the default organisation of the requester (in case they have multiple)?Many thanks in advance!

Hi there!I tried to find an answer, but it seems it's not possible. However, I would like to confirm before submitting any further product ideas. :) I have a client ID on a ticket, and I need to populate the Client ID on ticket creation from the Requester User ID. But the trigger does not allow me to select any other fields, only pre-defined values.Any ideas? Thank you!Arina

Ideally, we would like the ability to add some custom CSS to the agent so that the background of a ticket row in a particular view would correspond to the 'priority' set on that ticket. For example, a ticket marked as 'Urgent' might appear like so: Our organization is very collaborative and would like a way to easily identify high-urgency tickets by opening up any view and seeing the tickets marked as such. I argued that the same thing can be accomplished by ensuring that we add the priority field to be visible in the views we use, but the people want colors I guess.Is there any configuration or customization option I have missed that would make this functionality possible? Any information or articles I have missed in my search for a solution would be greatly appreciated!

Hello everyone! Hoping someone has a solution or lend some insight. I have frequently come across an issue where a user sends an email ticket to Group A and then based on Group A's response, will then FORWARD the email to Group B's support email address but the ticket never gets to Group B and stays in Group A. Is there a way so that users can forward a ticket to a new group with out the originating group having to updated the Assignee? This is because sometimes the ticket needs to move to a different group but the current assigned group won't know exactly WHO to send it to based on the requesters resolution preference, if that makes sense. Thanks!

Dear Community, I have a problem in that I sometimes accidentally click on Macros, which changes the ticket structure so the fields on the left f. e. to select a certain product path or create tasks in other tools as Salesforce. Is it possible to reverse this step? If yes how?  Because even if I am in the Internal Note Reply area and do not click on update status it stays that way. Would appreciate the help. Thanks a lot! Best,Annika  

Hi, I'm just wondering can I organise my ticket views within folders, or group them together if you like? When I click on this folder it will expand and show all the views within that folder? Is this something that I can do please with or without and extension? It would be EXTREMELY helpful. Thanks, Jamie

I would like to know why internal notes are being used, can you share some real-life scenarios in which internal notes were useful? Do you use notes to refer to a particular conversation or it is used as a note for an entire thread?   

In some cases, no e-mail is recorded for the requester. Ex. for incoming calls or when a ticket is shared between two Zendesk instances. In this case, how can we make it visible to the agent that the public comment is not received by the requester?

Hi Guys, I'm the only agent but when I look at new tickets via the ZenDesk App I'm not able to response as it's in use?! Is this a bug? 

Hello, We are currently facing an issue where our client is passing us extra volume from another source, by sending individual emails to our Zendesk account, for each ticket they need help with.  Unfortunately, every time they send more than 20 tickets at the same time, we only receive the first 20. We would like to know the exact limit of tickets created by an end-user per period of time, so that we can set up our automations to respect that, and also if it will be possible to increase this limit or whitelist certain end-users accounts to have higher limits or no limits at all. Thanks for the help. 

Goal: Prevent agents from sending the same macros Context: I can see the tag feature. However, we have so many tags, that it would make it difficult to pinpoint what macro it is linked to. Question: Is there a way to view the macros used in a ticket for our agents to leverage real time?

We're trying to create a trigger that adds a tag when a text string is present in the ticket body. The text string is a hyperlinked URL to a web page. We're able to get the trigger to run when the URL is plain text, but it fails to run when the text string is a hyperlink. Is this expected?

We're currently trying to decrease our one-touch ticket rate and a large number of our tickets are merging duplicate tickets from the same user - sometimes users will send 2 - 5 tickets at a time. I'd like to dissuade users from sending in multiple tickets but I'm having some trouble finding some best practices. We've included in our auto-response our business hours (so they know when to expect a response) and a message urging them not to send duplicate tickets, but there's been a minimal change.  This is our current messaging: We try to get back to everyone as soon as possible, and you can expect a response in 12-48 hours. Please note our business hours are 9 AM-5 PM EST, Monday-Friday. Please do not send another ticket as this will move your request down in the priority queue. <Sending multiple tickets will slow us down in responding. If you have additional information to add, you can reply directly to this email. If you’re unsure about the status of your ticket, you can chec

Hello fellow Zendesk users! Out of the box, Zendesk Support will allow agents to forward ticket information to an external source using email targets.  Natively, when the external source replies to the email sent from this target, the response will generate a new ticket in Support. In some cases this native functionality can make it difficult to track ticket information between multiple tickets - which can negatively impact the customer experience. Below I will walk everyone through the appropriate steps for threading the target’s response into the existing Support ticket. Create Email Target Navigate to Admin>Settings > Extensions > Targets > Add Target > Email Target. Enter the following information: Title (Name of the target you wish to create) Email Address (destination you’d like to forward ticket response to) Subject (The subject of your email you’d like to send followed by [{{ticket.encoded_id}}] . Be sure to include brackets on both sides of placeholder

Howdy all!  I am trying to add the {{ticket.title}} in the Subject line of the automated Notify by email > Ticket Requester.  But…. everytime I do this is what the End User sees when they receive the email. Any ideas how to get rid of the “Disclaimer… ” ?  Thanks!  

We want to be able to pin internal guides to the agent workspace to be permanently displayed for agents to follow when handling tickets, regardless of what the user's issue is, for example, best practices or escalation paths. Has anyone done something similar? Thanks :) 

The Problem  Tickets I was @mentioned on were slipping through the cracks. The in-app notifications were helpful when I was in the Zendesk UI, but I spend 40% of my time outside of the queue. Email notifications were also a challenge due to the volume of tickets I handle each week. It was difficult to keep up.  The Solution  Utilizing a trigger, Slack webhook, and a Zendesk webhook I was able to implement a solution that would notify me in Slack each time I was @mentioned on a ticket.  Instructions  Step 1 If you don’t have one already, you’ll need to create a Slack webhook. Note: You might need your Slack Admin to help you set up the actual webhook in Slack.  For this specific solution, I’d recommend using a webhook for your personal Slack DMs, but you can definitely pipe these notifications into any Slack channel of your choosing.  Step 2 Next, you'll want to create a Zendesk webhook based on a Slack webhook URL. To do this, navigate to the Weboo

Hello, We have a global Operations team based out of multiple countries and at times during an email conversation the teams add incorrect email addresses in the CC (Which creates contact on Zendesk).   The problem is that other teams without cross checking then use the same email.    This has caused a lot of miscommunications between the teams and the customers because the customers say that they never received our email (Because it was wrongly added initially).   How can we solve for this? Any suggestion?