Support

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.

Hello.   We have a third party we are working with to support on our tickets.   We can send them sidenotes and they receive them and a ticket is created in their JIRA system.  I can reply to the side note and they receive it fine.  If they reply via email, the reply updates the sidenote.   When they reply in JIRA, the case number from JIRA is added to the description.   This causes a new ticket to be opened in Zendesk.   Is there a way to strip out leading characters in a reply from a specific email?

We have sort of an odd setup, where for security reasons, we have our zendesk/jira integration process to where our agents only link internal problem tickets to jiras (so that linked zendesk ticket comments from customers can't be seen from the jira). We then make all client tickets for that issue be an incident and tie them all to the problem ticket. We sync jira status to a zendesk dropdown field so that we can organize our views and see our tickets tied to closed jiras and close the loop with our customers.  This worked when we could link client tickets to jiras, but we have to pivot to what I just described after moving to jira cloud (where we couldn't suppress the Zendesk tab within jira activity area).  So now only our problem tickets have the jira field syncing over, which makes it hard to keep up with the client incident tickets since we don't have jira status visibility at that ticket level any more. Is there a way that I can somehow take the jira status va

Hi,Would like to know the structural differences between Agent and Admin roles and how we can prevent one of our "agent or admin" users from getting email notifications once a ticket is created or a change is made on it. To better explain the scenario let's say there's a user with managerial observing role that does not need to be notified every-time a ticket is in or a change/comment is made.How can we achieve that so the rest of the admins/agents will get email notifications but not that one specific "managerial" user. Thank you.

We have a scenario where our Users are given a user type from our hubspot api. Is there anyway we could create a ticket field that auto populates that user type from the user field?  Thanks  

What tool do you use to have a better view of your forms and conditions? Working with the interface is not that easy. There are many tools out there. I want to know if you use Microsoft Visio, Lucidchart, Mindomo, etc... What are the best tools to plan a ticket form before you create it? Thanks.

I'm reaching out for help with a challenge I'm facing in accessing a .dmg file attachment from my support interaction. Despite successfully downloading other types of files, such as PNG images, from the same ticket, I'm unable to download a critical .dmg file intended for Slack support. The issue arose when I attempted to download a DMG file attachment I had sent to Slack (who uses Zendesk); the download simply doesn't start, leaving me without a way to access, taking me instead to a Zendesk login screen. This problem seems specific to .dmg files, as I've not encountered similar issues with other file types within the same support request. I've already tried several troubleshooting steps, including clearing my browser cache, trying different browsers, and checking for any browser-specific restrictions that might block the download. Unfortunately, these efforts haven't resolved the issue.  I have also reached out to Slackers who just referred me to Zendesk. Before posting, I review

Is there a way to prevent a ticket from being marked solved while there is a side conversation that is in Open Status?  We use "tasks" by SweetHawk and they have similar functionality the prevents this when the ticket has open tasks that are not marked complete, so we'd like to do the same with side conversations.   

Hi, We have emails for external system that we want to create tickets off the back off.  Can anyone help with a workaround? I need emails sent to ADDRESS A to re-direct to Zendesk, autocreate a ticket, and then send ticket confirmation email out to the 'Reply-email' (the person sending the email, not ADDRESS A), letting them know this is now a support ticket. Many thanks

I'm having trouble with Email Side conversations. We started using Zendesk around April, and as far as I remember, they worked fine. However, if I try to use Email for a Side Conversation now, the ticket looks fine but the email is never received. I'm trying to figure out what would stop the email side conversations from working, but I'm not even able to find anyone else with this issue.

Hey!     I'm currently on the professional plan, without the productivity pack included.  When I create a custom text field, I don't see a way to have the inputted value be added to the ticket as a tag without manually doing so which kind of defeats the intended purpose in my use case.  So in short, I'd like the following to occur: 1) Agent adds "LY005555" to custom text field 2) Upon submission, that field's contents gets added to the ticket tag section for reporting.  Any thoughts on creative workarounds?  Thanks!

Hi, i want to make a follow-up ticket for the closed ticket. Please advise

Hi, we at JoinForma use Zendesk chat support and we have getting some significant errors on Datadog related to webWidget. Error says:  Method webWidget:get.chat:departments does not exist.From our end we ensured that we are using zE('messenger'...) the new one and not the classic zE('webwidget') one. I am not sure from where this is coming. Please guid me in diagonising this. I am attaching a screenshot of the error as well. Thanks!

Hi Zendesk Team,  We wanted to restrict custom field(check box) that do not edit by agent once the value is set through integration. Thanks in advance!  

Is there a cap or is it only limited by the instance's storage limits?

Hi, I'd like to know if there is any way, or if one can be created by your end, to monitor our api activity and alert when we are getting close to the limit, in order to proactively react to the issue, and not just after we receive a lot of 429 api errors. Thanks.

The following post has been marked as completed: https://support.zendesk.com/hc/en-us/community/posts/4409222757786-Round-Robin-assignment However, the functionality for round-robin assignment is not available via Omnichannel routing, as discussed in that post. Please change the status of this original issue back to Incomplete.

Hi, I would like to create a trigger that when a ticket is solved, the summary report from the "print ticket" function [now only manual] gets mailed to / Notify by the requester? Is there a function or method to do this? My very best regards, Walter  

Hi Community, Wondering if anyone knew how I could create a view of support tickets where I have added a note to the ticket.  This helps me to see where I have made contributions to a ticket but may not be assigned to the ticket or be the requestor.  I reached out to support and they indicated that views do not currently have this ability. Understand that I'm asking alot as I'm essentially saying go through all tickets that have had a note added in the past 48 hours where my account created the note... could impact performance as I'm looking at a note level not just the ticket level. That all being said, if anyone has any ideas I would love to hear them.

Is there a way to tag an employee to be associated with a ticket for reporting without them being a follower, cced or the requestor? (without getting any notification about the ticket)  Use case: receive a case regarding an employee and need to track the tickets about the employee vs requested by the employee with the tickets being confidential    

We'd like to setup a notification trigger for when an agent changes a ticket to Solved but did not add a public comment. However, the "Comment" condition does not have an "Is Not" operator (to use with "Present, and requester can see the comment"), nor an "Is not present" value to choose. Ideas / solutions? Thanks

Hi, I would like to send a notification to an external outbound mail [mail address not belonging to customer or agent] every time a new ticket comes in. I created a trigger to do this but how to define the external mail address? The only Notify By options I have are: User or Group Mail, Webhook or Zendesk integration but no option to define an external mail address.  What is the best way to solve this? My very best regards, Walter  

Hello,  We have a dropdown with sub levels and we would like to filter the dropdown based on the form.  For instance, if I have a dropdown With the values : Level 1    sublevel 1.1     sublevel 1.2 Level 2 sublevel 2.1 sublevel 2.2 I want to only display level 1 for the form A, level 2 for the form B and all the items for the form C. We want to keep the same field because in the report we won't need to make the distinction.