Support

Hi, we have recently noticed that some images a user might embed in an email are not showing in the ticket, for these if you go to "View original email" in HTML view there is an image place holder where the image should be. In Text view you can see the tag for it e.g. [cid:image001.png@01D72008.6F1763B0] and in Source view it will open in Outlook and you can see the image so it is there. Anyone else seen this, seems to have only started recently. Any assistance would be appreciated. Kind regards, Mike

Hi everyone,  I am looking for a solution that would allow for the agent signature to be changed depending upon which channel the ticket was going out as (ie SMS vs email) on the Support platform.  I know Zignature's says it can do this but the help article that I found that talked about this didn't discuss how Zignatures would actually do this, can someone from Zignature's or the community help out with this?

Hello, I have developed a dedicated chatbot for an application using Botpress, now to transfer calls or messages to a live agent, I need to integrate it with Zendesk. Hence, do I need a basic/standard subscription for this task.Please respond. Thanks in Advance,Kavya Seeramsetty.

It is not possible to edit internal memos that are currently posted.Please improve the functionality so that internal memos that contain postscripts or incorrect information can be edited. （Japanese）投稿済の社内メモを編集したい。現在投稿されている社内メモを編集することはできません。追記や誤った情報を含む社内メモを編集できるように機能改善をお願いします。 

Hi Team, I noticed today that the side conversation view has been completely moved to Context panel. The team is kind of used to seeing the Side conversation button next to the ticket number on all the tickets and they are finding this extremely confusing, especially without any announcement from Zendesk on this matter. Is it possible to revert this change and move side conversation to it's old place (Next to the ticket number)? Thanks!

Hello, As part of the onboarding process for new hires, we create onboarding tickets that include up to 5 child tickets each. The child tickets are assigned to other departments and they solve them out individually. I would like to create a report of the onboarding tickets assigned to (and solved by) just my department, but when I put in the metric “Solved tickets” it counts the parent and child tickets. I can't figure out how to build a metric for a report that excludes child tickets. Is this possible?Hope this makes sense. Your advice is appreciated!Thanks!

 We have a field “Category” that is automatically being filled in for many of our tickets. Specifically many tickets that are automated notifications that are set to close. But also occurs on regular helpdesk tickets. They are receiving a category that does not belong to the tickets.  The Trigger listed below does not have any action regarding to Category, how can I determine how the field Category is set so we can get rid of so many tickets that incorrectly have a “sales” category? 

I want to delete all the attachments in the tickets for specific period of time (eg: 2021 year). is it possible? if yes, how to do that?  

Dear Community, We appear to be experiencing intermittent problems with Side Conversations not accepting drag and drop attachments as well as the send button being greyed out (separately and both issues together). We know that the recipient, subject and text need to be present to activate the send button. Several refreshes and starting from scratch usually rectifies the issues but it's irritating having to start from scratch every time it happens.  Is anyone aware of a sequence that needs to be adhered to?  Thanks for your help. 

As most Zendesk Administrators have learned, Zendesk doesn't natively offer a way to generate multiple tickets for various Groups, from a single Trigger. However, there are ways to use native functionality (along with minor outside sources) to achieve the same goal without the need of extra apps. This topic will specifically cover using a Form, Macro, Extensions, Tags, and Triggers to accomplish the goal. Here is the "quick and dirty" of how I built this out, and below are the Step-by-Step instructions. I basically built my Ticket Fields and Form as normal. From there I: Built a Trigger specific to this Form, which routes the ticket to my IT Group, as well as adds a tag to identify these types of tickets (ensure you have it in your Condition section as a "does not contain tag" <-- keeps from ticket-looping). Add a Macro that the IT Group will activate, that populates the Ticket Field values into the body of the ticket, along with adding a new tag; This new tag is what will fire the

 All articles refer to change but I need add new. Only admins can do this. 

I would like to make sure that the customer enters their email address correctly on my form. To do this, I would like to have a second email text box for the customer to re-enter their email address. How do I then use the second text box to compare against the first to make sure they are the same?

This is what I know -  If you have ticket CCs enabled:  You can merge two tickets with different requesters. The requester of the ticket you close with the merge is added as a CC to the new ticket.Note: A message appears when you merge tickets with different requesters. Make sure that you're not unintentionally sharing sensitive information when merging tickets across requesters before you continue. If anyone was CC'd on an original ticket, they are also added as a CC on the merged ticket Here's what I'd like the community to confirm: Ticket A = history of an internal exchange between colleagues (we don't want this to be visible to the requester on ticket BTicket B = external requester If we merge ticket A into ticket B will requester B see the contacts of ticket A? Thanks for your help :)

Sales and Design team will be CC'd on a ticket as end-users who will work together for a task (we will use tags to differentiate them from true end-users or requesters). Sales will prepare and submit a Customer Information Form to the design team. Since email notification for ticket updates only occurs when there is a public reply, how could the Sales team know if the CIF sent to the design team was approved or if there is any other concern by the design team that requires the sale's action?

We have a team that gets their emails forwarded to Zendesk to be looked over by our support folks, but it seems in the ticket that the original email is cced? Example email sent to bob@ourcompany.com forwards to bob@zendesksomething.com, but in the ticket it says it is to bob@zendesksomething.com, but cced on the ticket is bob@ourcompany.com.  I have dug through the forwarding rules to make sure it's not saving a copy of the email or trying to cc the original address as it forwards and I can't find in Zendesk where it may be ccing the original email either. Has anyone else seen this or have any idea where I can look next? It just seems like it's in a loop or something.

Hi Zendesk CommunityLong time lurker - first time posterHere is my scenarioWe have a goal to ensure all tickets are responded to within 4 business hours,Our business hours are from 8am - 7pmI have two automations set up 1 - With a three hour warning that the ticket will breach in the next hour2 - That the ticket has  been waiting 4 hours and has now breachedBecause we do get tickets in right up until that 7pm time we are getting breach emails right up until 11pm and the 3 hour breach emails up until 10pm which is not helpfulQuestionsCan I set a rule that the automations will not apply to any tickets received after 3pm/4pmORCan I set a rule that the automation pauses from  3pm/4pm and starts from 9am the next morning?ORDoes anyone have a suggestion on another way I can achieve this?Thanks  

Is it possible to have the lookup relationship field add the agent/admin selected as a follower on a ticket? If so, how would one go about doing this? I can't seem to figure this out in the triggers, and the only other closely related setup I saw involved adding a tag to the ticket via macro then using a webhook trigger to remove the tag and add a follower from the organization.here is our specific use case: The User Lookup field in on the user profile. An agent, when they are going on vacation or will be out of office for PTO, will use the Out of Office app to flag themselves as OOO. Then, they can choose an Out of Office delegate (custom user Lookup Relationship field). When the agent is flagged as out of office and a ooo delegrate is present, then add that delegate to the ticket followers. Please let me know if there are any additional questions.

I have a trigger set up that will send an email via a target to a slack channel when a specific tag is added to the ticket. The premise of this trigger is to notify account managers when their customers ask for a new feature. The integration is working as expected and updating the slack channel but I am having some difficulty with the inclusion of internal (private) notes. The trigger includes placeholders such as ticket id, org name and the ticket url. But I also want it to include an internal note left by one of our support agents that briefly outlines the customer feature request, so that our account managers can see exactly what the request is without reading through the whole ticket. As far as I can tell, there is no internal comment placeholder so I tried to use some liquid markup to fix this but I've had no luck.  Any suggestions or amendments welcome.  {{ticket.follower_names}}, Ticket {{ticket.id}} from {{ticket.organization.name}} has a feature requ

We are required to remove the geo location of our tickets after a certain period of time - is there a way to currently do this within Zendesk? Or are there any planned features that will be able to do t his?

Is there a solution for us to for the following issue?  - Ticket with SC is Closed - User sends a follow up email on that ticket. A new ticket is now created - Agent needs to contact the supplier via SC in the new ticket and needs to include the SC thread from the closed ticket. - What's the best way of doing it?  I know we can send emails in SC in closed tickets, but for agent workflow efficiency we would like to keep all comms in the new(follow up) ticket.  Would be good to have an ability to attach SC tread from one ticket to the SC thread in another ticket. Just like in normal email.  Thanks  

Our agents need to follow certain guidelines when sending an attachment to our customers. Is there a way to create a popup notification that will give instructions to the agents and force them to click OK before marking the ticket pending/closed?

Hi, since more than a week I have a problem with sending emails. Internal help found out that the trigger responsible for sending out the first email notification didn’t fire the first time around. I tried several times and it made no difference when submitting the ticket as open, pending, on-hold or solved immediately or if files were attached or not.Right now I'm checking every ticket twice after submitting and mostly have to send it again.Our admin checked the conditions of the trigger but found no different settings to my fellow workers. I'm the only one in our team having those problems. Thanks for helping,Peggy 

Hi! 👋 More than one year ago I have posted my main contribution to Zendesk Community – the post about Using Customer Journey idea to set up or scale your Zendesk. Since that time I had implemented and optimized Zendesk many times. And in most cases, this approach has served as a great tool to make Zendesk efficient and manageable.   How do you benefit from tickets categorization  Today I would like to tell you more about the practical side of CJ idea implementation. And the starting point should be one of the main areas where CJ idea is applied in Zendesk – tickets categorization.  Why is it so important? Mostly because you can build out the whole Zendesk workflows on top of this one. Once you know what is your ticket about you can make many actions on it!  Namely, on top of the tickets categorization system you can: Triage tickets into different ticket views  Route tickets to different groups and/or agents Assign priority levels to tickets (Urgent, H

Hello,We're coming from a helpdesk system that allowed us to simply have our agent emailed when a user responds back to a closed ticket, rather than reopening the ticket (and emailing the agent about the reopen). We ended up cutting out tons of "Thanks" email reopens this way, which ultimately make our reopen stats useless and adds more time for an agent to close the ticket, which causes more email to the end user.Is there a way to do this in ZenDesk? Just stop, cold turkey, all response-to-closed-tickets from turning them into reopens, and instead just have the agent get emailed so they can reopen manually if need be?Many thanks. 🙏

Hello all, I work in the IT department of a company where we use Zendesk for most things. We're having issues currently with calls in our customer service department. This spans multiple browsers, can be spontaneous but is happening to 80% of our Customer service Staff. The audio is either degraded or the customer cannot hear the CS staff, this occurs after a couple of minutes break between calls or the laptop locks due to inactivity. I've done as much trouble shooting as I can, we can't figure out what it is so I need to figure out what it isn't so a solution will present itself hopefully.  The issue occurs over Opera, Edge and Chrome but can be rectified on Chrome by disabling 'Advanced Audio Settings' but only for a short time. Our devices are enrolled on MDM so this is potentially one issue. We've tried;Fresh install of Windows & UpdatesDisabling WebRTCFresh installs of all browsersDifferent network connectionschange in hardware All with no change to the issue, it just del