Support

Hello, I am seeing that there is supposed to be some kind of suppression occurring with the email user > requester and cc, but I don't see this to be the case. All our end users comment on tickets in the help center. When the requester of the ticket adds a comment on their ticket a notification trigger is sent both to the requester and the cc'd users. We wouldn't want the requester to get that email trigger notification because they made the comment, just the cc'd users. What condition(s) do I have in trigger that are missing or causing issue? Amanda

I updated my email HTML code and it's still not showing up in the responses. Help!

We use an SLA policy of 24 hours from last customer response with no agent reply as the main way to order our tickets (ordered from past SLA or closest to passing SLA to furthest). However, some tickets, especially those sent through API or sent via chat when agents are offline, do not seem to be subjected to the SLA rules. Does anyone have an understanding of why this might be? I have not been able to figure it out from our settings or the available documentation.

Looking for a way to make a ticket bold when a customer provides an update. Is there a way to do this?

I will admit it, I'm getting older, and my eyesight is getting worse! Also, I just got a laptop with a smaller screen. Point is: I've been increasing my Zoom level to read things better. In the Ticket view, this increases the sidebars too (right & left), which reduces the amount of ticket text I can actually see. I can hide the right one, but I don't believe I can hide the left one. Note: I CAN hide it in the Ticket List view, but not the individual Ticket view.Please tell me I'm wrong and there's a way to hide it. :) 

Hello, Earlier we were able to see the receipants for the solved tickets, since few days we are unable to track the receipants in to & cc. Assistance will be highly appreciated. Best Wishes, Shweta Shah

Hi, on each form, the fields Subject, Description, Attachments are mandatory [system default fields] ... is there any way to get rid of these? I just want to create a basic simple form with only 3 customized fields ... how do I do that? Thanks for your reply and support.    

Hi! I found a bug in Support when making several actions and making the Search tab been recognized as an inexistant ticket: Click on the search bar and make a search Refresh the page You should see two search tabs: One named "Search #1", and the second one named "Search" as usual. Click on "Search #1": Support will indicates that the ticket doens't exist. I can reproduce the bug each time I do the actions above, it doesn't seems to be a one-time bug. It's a minor bug, but if you can solve it, well, that's cool!   Let me know if you need more informations, Ionys 

We have one client, whom we've communicated with in the past via Zendesk, recently not receive a response from us. We've responded to two separate tickets. It did not go to their junk/spam but wasn't delivered at all. Is there 1) any way to check deliverability from Zendesk? And 2) are there any current known issues with deliverability to Google?

Hello everyone, When users send e-mail to us outside our aplication, Zendesk add an "External" word in the subject, and this is blocking us to configure some triggers, because all "outside" e-mails that arrive with the "External". Zendesk recognize that the user's language is English, please, see below and example Could someone help us to make Zendesk do not this anymore ?

Voy con un ejemplo es más sencillo de interpretar, tenemos diferentes marcas A,B ....Nuestro servicio de atención al cliente para las marcas A y B opera como intermediario entre los clientes finales de A y los proveedores de productos/servicios de A y entre los clientes finales de B y los proveedores de productos/servicios B (en caso de clientes finales tenemos distintos universos, pero en el caso de proveedores tenemos muchos proveedores que están en A y en B) Nuestro proveedor "zeta" esta en la marca A y en la marca B... y ellos tienen 3 personas para A (zetaA) y 6 personas encargadas de B (zetaB) Cuando necesito contactarme con "zetaB" tengo que dirigirme a estas 6 personas cargando manualmente uno a uno los contactos. Mi objetivo es que el equipo pueda tipear el nombre de "zetaB" y los 6 contactos asociados a ese usuario se carguen en "PARA" o idealmente que yo pueda configurar y al generar ese agrupado de contactos en el usuario"zetaB" pueda definir quien debe estar en "para" y qu

We recently updated a link in one of our macros. Sometimes, the updated macro goes out perfectly; other times, the updated macro sends a strange blend of the links in the old and updated macros. We think this is because the old macro is somehow linked to the customer profile. Because the issue seems only to happen when we send the updated macro to a customer who received the old macro in the past. We are not sure how to correct this and ensure the updated macro is always the macro that is sent.  

Hi, i'm making a custom form for our end-users on our Zendesk Portal. I want to add an attachment section on the form - I want to use the default attachment section on the native request form but I'm not sure how to get/access the file uploaded so I can send it with the request via API. Is there anything I can do in order to use the native attachment section?   Thanks 

I want to create a trigger that track the ticket creation date so that if it's for example between 10 pm to 8 am it will assigned to certain group and viewed in certain group , how can we do that whether internally or by using Plugin from the market place ?!

Hi there, I'm trying to work out how to manage this scenario within Zendesk. We have a user field called user type, we use this to label people within an organisation. (i.e. power users, technical contacts) We have an organisation field called support email trigger date. This is so an onboarder can set the date they'd like an email to be triggered introducing and transferring the client to support. I'd like to know if it's possible and if so with what function and how I'd go about using the support email trigger date field to trigger a standard email to the user type "hero user" within an organisation that has reached the trigger date mentioned above with an introduction to support email. 

We've had internal notes by agents appear on emails sent to customers about their case. (The internal notes are marked in yellow boxes.) What feature do we disable to prevent this from happening?

I have new custom object that should record some custom changes on tickets. I have ticket lookup relationship created on this custom object.So what I would like when some change happen on ticket(for example when status of ticket is changed in most simple case), I would like to create new custom object of this type with link to ticket and some content.How this can be done? Triggers doesn't have option to create new custom object records? Only way I can think is to create webhook to some external system API, and that system could then create this custom object record via API. But I want to avoid using any external systems. 

I need to limit the access of my agents to only see the tickets created from emails in their inbox.

Greetings everyone!I was curious if anyone had html code/snippet for a self solved email?We send out links in an automated response, but were looking to add a yes/no if it resolved and closed the ticket automatically before any agent interaction.Any help would be greatly appreciated!

Three posts this week, I'm sure folks are tired of seeing my name. I'll cool it for awhile after this one! I tried searching articles and feedback but not finding anything on this topic, but is it possible for an end user to be able to export ticket lists from within the help center / Guide?

We have a lot of spam emails in Zendesk. 

Is there is a way to expand filtering capabilities in view such as we can filter tickets not only in past 24 hours or 7 days but also to be able to filter tickets in smaller time range such as 1 hour - 4 hours etc ..

Our company uses tags assigned to users to divide them per region.So if a user with tag 'North' creates a ticket the ticket automatically gets the tag 'North'.However we would like the same functionality when the user is in the cc.Is it possible to automatically add users tags when they are in the cc instead of the requester?

When someone Clicks the submit button for a ticket is there a trigger to display a message that asks if the ticket needs to be assigned back to another group? We are experiencing difficulty with agents reassigning a ticket to the group/agent they are expecting a reply from. Any help with solutions would be appreciated.

Here is a screenshot of the issue. I'm trying to add an attachment custom field in my ticket but I'm unable to find a way to add that