Support

I'd like to have a trigger that will set a date field to be 1 day after the date set in another date field. How can I do this? I'm guessing it will involve creating a new dynamic content item.

例えばフォームごとにチケットIDとは別のID（番号）を設けたいが、数値のカスタムフィールドを作成してもトリガなどでカスタムフィールドに+1するアクションがないアクションで＋１できる機能の追加を希望しますできれば＋ーとか計算できる数値を指定できるように、対象のカスタムフィールドは原則トリガでしか更新できないなどの機能もあると有難いと思います

Is there a way I can send an email or raise a ticket for multiple end-users across our customer network in order to provide a quick update?  All email addresses would need to be BCCd in.ThanksDebra

We are facing an issue where customer emails are going into our open tickets queue. Currently, we can have up to 100 open tickets at any given moment and they are addressed based on the order in which they were last updated (oldest to newest). However, if a customer emails us and we are close to responding to them, but then they reply, their email gets moved to the back of the line because the ticket was just updated. This can be frustrating for the customer as it seems like their email was bumped to the bottom of the queue. Is there a way to resolve this issue and ensure that customer emails do not get bumped?  

Hello All, I was wondering if you can help me with a functional question. I've opened up the Zendesk Community for my team. I would like to know why some customers are available using the @ function, and why some aren't. Here are some examples:I'm able to locate these names using the @ function: However, I am unable to locate "Sadie". Sadie is a name that appears on our Customer list:Would you be able to provide some insight on this? Or steps on how to make sure our entire Customer's table is searchable while using @?Much appreciated!

Is there some type of dynamic content or webhook I could create to remove a signature on certain tickets? We often send out communication with a nice template that we do not want a signature on. We currently have our auto signatures turned off because of this and add them every time with a macro when we want to use them. I would love to be able to add some type of code to the template macro so we have to be able to turn on signatures fully again while still being able to say when we do not want them used.

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 Terry, This occurs rarely when a ticket is recovered from the Suspended View. It triggers an email for user verification, and every CC on the ticket will also receive a verification email. Due to the 20 notification limit being reached between these verification emails and subsequent ticket emails, the error occurred. While this situation is uncommon, it's something to be mindful of when a non-registered end user emails a ticket with several users in CC who are also not registered as end users. Best,Paolo | Technical Support Engineer | Zendesk    Terry HonnApr 16, 2024Comment actionsThank you, P

I am new to Zendesk and have a question In our Zendesk support, I would like to be able to organize organizations in a Parent organization with several sub organizations.  It must not be possible for the individual organizations to see each other's cases, so what I am looking for is an overview, when a sub organization creates a case, it is automatically assigned to the Parent organization in my overview and I can make reports from the Parent organization that shows me all the cases from the parent whit all sub organizations is this possible and can someone please guide me to the right article that will help me to accomplish this sincerely Erik

Is there a way to create a date placeholder for next business day using Monday-Friday as main operation days?

For some odd reason, our main support email which customers use to contact us, is also being added as a CC on newly created tickets. I've checked our triggers and can't see why this would be added.I would share a screenshot but there doesn't seem to be that option on here anymore. 

Hello everyone. recently we have been receiving a large number of spam tickets from facebook messenger. We have been manually marking them as spam in bulk and I don't think this is a viable option. This spam comes in from different emails every single time. Is there a way I could block this or mark them as spam with trigger and automation?

When setting up a trigger with key words, sometimes, triggers can start overtriggering based on a smaller part of a certain key word. It would be handy if the ‘events’ in the tickets, which allow you to check what trigger was used, would identify the word or string of words that caused the trigger. This way, you can adjust the key words in the trigger settings accordingly. Otherwise, it's pretty much guesswork if you upload a whole new list of key words.  

Hi,I am trying to create a trigger to automatically assign a ticket to the last agent who talked to the customer, when the customer answers a close ticket.So far the only solution I found is to make a trigger for each agent (if the ticket is closed and the agent is *** then assign to that agent), but would really like to make it work in only one trigger.Looking forward to hear your solutions on this! Best, Andrea

Currently I have a custom drop-down field called "Issue Type", but because we frequently get tickets that have to do with multiple issues, I want my staff to be able to use a multi-select field. The issue is how to make this change and have low-impact on building queries for reports. Let's say I make the change to using a new multi-select field on 2/1/22. I will still need to run a historical report that includes issue type data before 2/1/22 to show tickets pertaining to issue types. I'm wondering if anyone has any options or tips on how best to do that. Here are some ideas I had: First:Reporting wouldn't be impacted at all if I could convert the drop-down field to multi-select. I haven't found anything on this, but wanted to check. Is that possible? Second:If converting isn't possible, I thought of a couple things that might work. One solution might be to leave the old field, rename it, hide it from agents, and update any macros that use that field so the reporting is easier for othe

Hello, If I remember correctly, Side Conversations used to require additional cost (as an add-on, perhaps?), so we had to do feasibility testing to see if it was worth purchasing. Now, I can already see this feature in our Zendesk Suite Enterprise without any prior preparations.Is this feature free now? Free only for Suite, or free for any paid Zendesk plan? Also, if you can, please help me find references about Side Conversations being changed to free.I'm sure it wasn't free before but now I can't find any documentations about it having a cost. Thanks!

Dear Zendesk community, I'm receiving emails from a 3rd party from notifcaion@3rdparty is there a way to automatically mark those emails as internal notes? I would like to be able to send a public reply from tickets created this way without having the recipients may see this automatic notification. Best Marvin

Hello. Can a customer reopen a ticket that has been resolved? Thanks in advance for your reply.

We use our own survey platform to send satisfaction surveys 24 hours after a ticket has been solved (using the Zendesk automations). Because we don't want to over-question our users, though, we add a cooldown period using a combination of tags, triggers and automations.    Add a custom user field in Zendesk First add a custom user field to your Zendesk: Question type Drop-down list. Field title = “Send survey?” Add two drop-down options: “Yes” and “No“. The corresponding tags are also “yes” and “no“. If you are already using these tags, you can of course change these to anything you like. Remember that some conditions or actions are based on these tags so make sure to use the correct tags. Add a new automation This automation will make sure that the Send survey? field is set back to “Yes” after the cool-down period. That way a new survey invitation can be sent when the requester contacts your support team again. And the ticket can finally

I would like to know how to batch change tickets' from ‘Pending’ to ‘New’, or ‘Solved’. Having sent out a series of tickets as ‘Pending’ when I should have selected ‘New’ I now have a whole lot of ‘Pending’ tickets unnecessarily and would like to update them in one go. Help!

Trying to verify the maximum number of ticket fields that can be added to a form.  Thanks  

I am trying to add an HTML table to an email that is sent by a zendesk "trigger". While designing the email, I have noticed that Zendesk (or the Liquid templating engine) is adding mystery line breaks (<br />'s) to the email, right above any table that is added, and the number of <br />'s added depends on how many elements are in the table.  For example, if I add a small 1-row table to the body of my trigger email, like this one... <table> <tr><td>This is a small table</td></tr></table> ...then Zendesk adds 2 mystery <br />'s to the email, right before the table, like this... If the table has a bit more content, like a 5 row table, like this... <table> <tr><td>This is row 1.</td></tr> <tr><td>This is row 2.</td></tr>   <tr><td>This is row 3.</td></tr>   <tr><td>This is row 4.</td></tr>   <tr><td

To tag new tickets with a tags when they have attachments. Use Case : You can then use this tag to filter tickets with attachments to one view while other with no attachments to another view. There can be other use cases too.  Steps: 1. Enable API access type (see screenshot) Password Access item 3 on the screenshot above - if you want to use username and password for your API auth only. For token select item 4 on the screenshot - if you are going to generate API token in zendesk and use that. You don't have to enable both but one will do. 2.Create target extension > HTTPTitle : Update Tags URL : https://domain.zendesk.com/api/v2/tickets/update_many.json?ids={{ticket.id}}Method PUTContent Type JSON Make sure your external target uses Basic auth. either via API token or admin credentials.   3.Create TriggerSET-Check for AttachmentsCondition - Ticket is createdAction - Notify Target : Update TagsJSON Body :  {"ticket":{% for comment in ticket.public_comments offse

Hello,  I am having an issue with knowledge capture in Zendesk keeps poping-up. Once the window pops-up, I am unable to close it. I have tried cleaning the cache, and different browsers, but no luck. To be exact, when I press "X", the windows reappear again:    Let me know if You need more details (video of the problem, or console information)    Thanks in advance.  Regards,   

I wanted to share the method I use to restrict sending surveys to customers only if they haven't gotten a survey from us in the past 30 days.      I wanted to give Credit to this article from Graeme - https://support.zendesk.com/hc/en-us/community/posts/115007818067-Restricting-Satisfaction-Surveys-by-Date - which got me part way there but there was enough of a difference I felt was worth sharing the setup I came up with to accomplish this. PREP   You'll want to start by creating two User Fields (Admin -> Manage -> User Fields) which will be used in the Automations we setup late. Send Survey - Drop Down List with two values - Yes and No. And a Second User Field named - Last Satisfaction Date - which will of course be a Date Type. Next, like in Graeme's setup we'll want to setup an HTTP Target (Admin -> Settings -> Extensions).   Setting are as described in that article: Title: Survey Date Target URL: https://YOURURL.zendesk.com/api/v2/use

How can I seperate the Public Note section from Work Note section? I often find myself having to send public notes to users and also want to add worknotes before the ticket updates like Service Now. Is this possible? e.g. Two seperate fields: one for public note, one for work note.