Support

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

Hi team! Is it possible to somehow sort tickets by Ticket Form on an Organization/User Profile page? I'm referring to these views:https://{domain}.zendesk.com/agent/tickets/{ticket id}/organization/ticketshttps://{domain}.zendesk.com/agent/tickets/{ticket id}/requester/requested_tickets  

Our goal is to have the system add tags automatically to incoming tickets based off the content in the email body. Then those tags will automatically get routed or assigned to a specific agent or group. Is this possible? 

Our team is currently trying and testing several different methods to better tackle an uptick in tickets received from our customers. I'd love to know what paths your team has taken as well as feedback on the current ones we are using. Trigger that auto-replies to users who select a specific field in our form or a string of words match the condition. Marks ticket as pending and closes out if the user doesn't respond. If they do respond it marks the ticket as open again so we can help them further. The issue with this is that our customer do not always fill out our forms correctly. And sometimes even if they do, they write in about something else unrelated. W Using macros to reply to relevant tickets in bulk from the search bar and criteria we set. We have yet to start this method but plan on implementing soon.  Separating our tickets out into copy views. Instead of having all our new/open tickets with no assignee all clumped together, we offer a copy view that puts them into diff

I'm looking for a way to a macro, or possibly an internal note added when an agent first opens a ticket. We need to set reminders for agents to add certain documentation before taking action on the ticket (pending, on-hold, solved). Is there an option or workaround to do this?

I am getting “An agent is talking to this customer. You can see a transcript of this conversation when you are done”. However no one is serving this person as I am the only support member. This is happening on the app and never happened before with the new web interface. Also deep links are not working and opening into the app.

Hi,I’m trying to set a decent email signature, but whatever I try, the signature outputs multiple line breaks. My input is this:NameAddressEtc.But this results in this when I reply to a ticket:NameAddressEtc.I definitely don’t want those line breaks in my emails, it looks unprofessional and weird. How to fix this? I’ve been trying HTML markup, but that doesn’t work. Neither do ‘\n’ tags instead of returns. Hopefully this problem can be solved.Best regards,Kaz

Hi everyone. Goodness - this should be an easy one, right?  We have our logo in the email signature, but i'd love to also add the logo at the top of the ticket, possibly in the header area.  Ironically - the emails I receive from Zendesk support have a logo at the top! 

Hello everyone, nice to find you :) Hopefully I will manage to solve the email/ticket notifications issue we have. Precisely, we don't get any notification when ticket arrives. Is it possible to change that ? Is it related to some kind of Zendesk option we have that is not including the notifications? Thank you so much or your patience!

Our customers may close tickets in Zendesk Guide, not only Support. I wanted to establish a trigger to notify the assignee when an end user solves an issue, as this avoids needed information. Is it possible? I couldn't create triggers easily. Thanks!

Can keywords be added as a spam filtering option? For example, a recent wave of spam has been trying to promote a URL in the body text.  It would be great if I could add this to a block/spam.  (sample image attached)

Our agents oftentimes have to interface with a few of our vendors that use Salesforce to ingest their emails for customer service, which means Zendesk is emailing to Salesforce. Since Salesforce strips out header data that Zendesk uses to associate replies to an existing ticket, every time our vendor replies, it creates a brand new ticket rather than updating the original one started by our agent.  Any suggestions on how to work around this scenario or to solve it? We currently just keep merging one reply into another but it's a horrible solution and makes researching old tickets impossible.  Is there a way to resolve this or best practices on how to work around this Zendesk limitation? 

Hola a todos: Tengo una duda sobre el contenido dinámico. ¿Es posible añadir formato? Para incluirlo en las macros con un formato determinado, por ejemplo (negritas, cursivas…). ¿Cómo podría ponerse formato en el contenido dinámico para utilizarlo en macros? 

Is it possible to build a notification trigger to Assignee's when a Requester solves their ticket from the Support portal? We are having an issue where employees are solving termination tickets (they are the assignee) but our support teams still need to work those tickets. I'm having trouble finding a way to isolate the notification to ONLY tickets closed via support portal and not in the agent Support UI. 

I'm testing API ticket creation in sandbox and I expected that creating tickets with a field-specific tag would update the field. Not sure if I'm having a support issue or misunderstanding some corner case of the functionality: When I create the ticket, the tag is applied and the tag is visible in the agent view of the ticket. However, the drop-down isn't updated with the respective value - it displays the default option in the drop-down. I pulled the JSON of the ticket via an HTTP request and the field was updated with the respective value.  If I update the drop-down in the workspace to a different value and submit, the tag updates and the drop-down shows the new option. If I try to revert it to the value that was passed via API and submit, it submits without error, but reverts to the new value from workspace. In order to revert, I need to manually remove the new tag and then submit with the original API value from the drop-down. Even then, it doesn't update with t

Can SLA be added as a column for Agents in this view?

You can create a trigger that looks for key words or phrases in incoming tickets, then adds a custom tag and sets priority. This enables you to give urgent tickets attention first (for example, a customer that cannot log in to account). To do so, use a trigger for rules based on ticket updates and text. You can check for both subject text and / or comment text. Note that when the ticket is first created, the comment text will also check the subject. Now apply your actions: And you should be done.

Since we have several departments, and some are not forward facing, there are times when a ticket is being worked on, and a customer replies to the ticket. Since the back office team uses their groups as a task list, it is possible for a customer response to go unnoticed for a long time. But I am having trouble creating the trigger to move that ticket for better visibility automatically.  It is currently set up to move the ticket if the update is sent via Email, however since customers can update tickets via the web form, those responses are not being tracked, but if I add web form it moves EVERYTIME the ticket is updated by an agent…Is there a way to only trigger the workflow when a customer updates a ticket and not an agent?

Hi, We’ve had the same issue twice, recently, but we’re confused as to why it’s happening and how to stop it from happening again. On 9th May, we realised that all new emails (tickets) that we created were not sending out. It had been happening for at least a week, when we back-tracked. We managed to fix this by resetting triggers on 10th May.On 16th May, we realised that since we reset, all replies to emails were not sending out. We reset triggers again, and this got fixed. In both instances, the problem was discovered when an email wasn’t received, and the event history of the email was checked. The event history was missing the “Notify requester of new proactive ticket” and later “Notify requester and CCs of comment update”. Both triggers were active and unchanged at the time the issues started. 1) Can anyone help us with why this happened and how we can prevent it from happening again? 2) Is there a way to be notified if an email has not been sent? It’s not

Maybe I'm missing something, but I want to make a trigger so that anytime a specific user submits a ticket, I can action on that. For some reason, when I select Requester as a Condition, all I see are our Agent names, which isn't helpful.

I've noticed a trend of some larger SaaS companies like WPEngine and Zendesk deciding to go all in on live chat / bots and remove email as a support channel, including the removal of "support@domain.com" type emails.   I'm sure there isn't a one-size-fits-all answer to this, but as I'm looking at future support strategies for my software business, I'd like to understand: - What are the main benefits (for our company and/or our customers) of shutting off email support and requiring all help through live chat?  Does it actually lower ticket volume and/or time per ticket?  - Is there a risk that existing customers find it frustrating to lose the email support option and churn?   I'd be curious if anyone with a smaller customer service operation has tried this recently and what it did to their support volume, metrics, and/or churn. As a customer, it seems like this is an ongoing trend, so I'd like to understand the rationale and plan our support channels bette

I have a Trigger that sends a Email via Side Conversation. Within the Trigger we use a Placeholder that captures the URL from our system. We used the Rich Text Editor to make the link clickable but it's not working correctly.  What html code should we use to make the placeholder clickable? image of placeholder if you wish to see https://ibb.co/VTr2hVb Thanks for your help :)

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One of our agents is able to access the queues and work the tickets just fine, but he reported not being able to see the eyeball icon on the ticket list whenever another agent is on a ticket, and also his presence is not shown to other agents when he's on a ticket.  Tested it during a remote call where he shared his screen.  We cleared the browser cache and cookies, used incognito mode, used a different browser, disabled the firewall and disabled any popup blockers (agent is on windows 11). We also looked for any third party programs running in background but nothing was running that could have caused this issue, so nothing worked.  As a last resort he contacted his ISP asking them to disable any firewalls on his modem but still no word from them.  So, Can you folks please let me know exactly what would block agents from seeing (and being seen) whoever is on a ticket ? I'm open to suggestions. Is this something that requires specific ports and udp/tcp flows allowed

Hello there! I am trying to add placeholder tags to Chat Shortcuts for the user's first name and the agent's first name When editing the shortcut, there is an option to “Insert placeholder” underneath the content box. The placeholder tags available are: {{visitor_name}}{{agent_name}} However, these placeholder tags add the user's first name and last name and the agent's first and last name, which is quite inconvenient, as the agents have to manually delete the last names. I have also tried with the following placeholder tags:{{visitor.first_name}}{{agent.first_name}}{{visitor_first_name}}{{agent_first_name}}{{ticket.assignee.first_name}}{{ticket.requester.first_name}} But these ones don't work at all. Is there any way to correctly add the placeholder tags in the Shortcuts for the user's first name and the agent's first name?Thank you!