Support

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

Hello. I would like to build a trigger that sends out an email to an agent if the enduser/organization already have an unsolved or open ticket open. Can this be done?

Hello Community, What options we can get out of Zendesk that could flag end-users who have contacted us multiple times within a period of say 7-10 days in some way for the agent?

Hi there!I have an active template that I use to work with brands. The answer in the macro varies depending on the brand. Please help me make a macro in which the content will change depending on where the macro came from: email or WhatsApp.Answer header:{% case ticket.via %}{% when 'mail' %}Hi {{ticket.requester.first_name}},{% else %}Hi {{ticket.requester.first_name}}, it's {{ticket.assignee.first_name}}, Customer Support Manager here{% endcase %}Unfortunately, the code only works after "else". Please help me find the error and fix it🙏

Is it possible to make views responsive to the viewer's role, in addition to the group? I would love to restrict certain views to (for instance) just managers. Especially when using guided mode for some agents (but not all) it would be nice to have some views that are visible to agents in a non-guided role, but not visible to agents that are locked into guided mode.

We would like to have a group of Email - Support only agents. They will not interact with customers via phone nor chat.  We have not identified a way to for these agents to select/change a status as we do not wish to use the phone/chat status feature.  How do email-only agents login and toggle statuses?  

In a view for one of my group, some of the new tickets are being shown as 'new' and assigned to  ' - '. While some are being assigned to the default group 'Support' and set to 'open'. There doesn't show to be any previous owners so I can't figure out why these in particular are doing that.   Same view, same ticket type and tags and form. Different statuses.    

Hello, I'm an employee of a small company that uses Zendesk as a consumer-facing ticketing system for Tech Support. We frequently run into a problem: When sending a Public Reply (which sends an email to the Requester, which in our case is a customer) Zendesk uses the Title of the ticket as the Email Subject.We often click on a requester's "Org." tab and review all of the tickets that this organization has on file in their past. This means that it's extremely useful for a ticket to have a technical internal title that indicates at a glance the type of problems that they've had with their equipment in the past. This is of top priority.Which means customers are frequently getting emails from us with a Subject that makes no sense to them, since the title was intended to explain to future tech support representatives what happened within the ticket, not intended to be used as a consumer-facing email subject. We try to copy and paste an email title each time to swap the title each time we se

is there a way to customise the end user view?  I want the users of a specific organisation to view the tickets with specific columns. is that possible?

Howdy!  Wondering if I could get some assistance on editing the subject line when my helpdesk receives a notification when a ticket is submitted.  See screen shot below -  Need to remove the [IT Help Desk] part that has the red box around it. 

Anybody have any suggestions for showing clients the "On-Hold" status in help center for tickets instead of it showing these tickets as being in an "Open" status? I don't wish to use custom status as there's some tradeoffs that come with that, and after reading the related feedback below, doesn't seem like anyone has come up with an easy solution. Just like others in the article, we use "On-Hold" exclusively for items like enhancements/bugs and will take some time to address. It's confusing for customers to not be able to distinguish between those tickets and ones that are more active with the frontline Support team.   Related feedback: https://support.zendesk.com/hc/en-us/community/posts/4409222522394-Ability-to-show-On-hold-Status-on-Customer-Portal 

Hello there! A new one here :) The company I work for has 4 brands in ZenDesk. The goal: to make sure that when I use a macro, the custom text is displayed depending on the brand name, for example: Ticket Brand Name: Mentos.The message in ticket: Please follow this link: *Check: IF “Mentos”, THEN insert *mentos.com*. I'll imagine it something like this in the macro setup: {{ticket.brand.name}} THEN "custom brand site №1"ELSEIF {{ticket.brand.name}} THEN "custom brand site №2"ELSEIF {{ticket.brand.name}} THEN "custom brand site №3"ELSEIF {{ticket.brand.name}} THEN "custom brand site №4";    

I got an email about a new ticket and when I click on the link to go to the ticket, it says  "The page you were looking for doesn't exist You may have mistyped the address or the page may have moved" I have been the only one logged in today and it isn't in suspended, deleted, or in the user's ticket history. Would something cause a ticket to disappear? Can they use a recall feature to delete the ticket like it never existed? Or is this a glitch? Thanks!

How do I create a custom ticket field and have a trigger update it to set it to hold the name of the Requester on a ticket?  Background - I've enabled the new request list experience and one of the big drawbacks our clients are noticing, is the Requester column is no longer showing for those users who have access to see tickets across their entire org. Them being able to at a glance see who submitted what is very beneficial. I read that using a custom field with requester info could be a workaround, but how do I go about automating a custom ticket field to house the requester name? 

I would like to create a trigger that, if a user from a particular organization creates a ticket or updates it, a notification would be sent about this action to the email address of, for example, the director of that organization or to all users of that organization.

Hi, is it possible to add certain noreply emails to the views without automatically excluding them? Thank you!

My company has a VIP tag that we use for employees who email our support team so their requests can be handled by a team lead or tenure agent. Anyone emailing in from a company email automatically gets the tag so that their request is sent to the corresponding VIP Group of agents we have set up. Recently, this has been assigning these emails to the wrong Group. Any ideas on what I should be checking to troubleshoot why this is suddenly happening? 

Howdy!  - New to Zendesk and trying to learn everything at once :) I am looking for a way for our end users to fill out new hire information. Examples would be, the end user creates a request and selects "New Hire Account Creation"  Once that is selected, I'd like a box to appear with pre filled out information they can add to. Examples:  First Name Last Name  Manager Name   Is this possible?  Thanks   

Hi there! There is a bug for Macros where it keeps bolding the greeting, even if I remove the bolding and save it. Can you please look into fixing this?Here is a link to a video of the bug: https://www.loom.com/share/b537a89a6bc8428bbcfd7a7572e8bd6f?sid=7f29a384-9a5d-417b-9f42-b8a50942223c

How to make part of the description in macro as Red color font?  any liquid markup syntax?

My zendesk don't have deactivate agent workspace switch. How to make it exists

Hello community, I stumbled on a feature request in the business I work with requiring followers to be assigned automatically when tagged in a dropdown field on a form. This would benefit the Customer Support team by reducing work needed to relay the ticket to the appropriate managers.There is no feature for this natively or via community wiki and after speaking with Zendesk Support I spent time on my own working solution. Feel free to interpolate this or improve this.Firstly, I had a form setup with the drop-down field I want containing all managers/VIP, the tag was the username part of the email, for example John Doe, and the tag being john.doe. Create a PUT webhook, endpoint: /api/v2/tickets/{{ticket.id}}.jsonBasic auth Secondly subscribe it to a trigger, I used the following: Meet all  Ticket: Created Ticket status: New Notify webhook {"ticket": {"followers": [{"user_email": "{{ticket.ticket_field_XXXXXXXXXX}}@domain.com", "action": "put"}]}} As above, I used my custom drop-

Hello everyone, I would like to build a view that only shows me certain senders (mail addresses). I have tried to do this using requesters, but unfortunately I cannot find them there. I have also tried to create the customer or the organization first, unfortunately without success. Thank you for your support!

My question pertains to presenting ticket forms to end users, but I couldn't find the necessary information on this page: https://support.zendesk.com/hc/en-us/articles/4408842873498 Right now, our Zendesk system has certain fields, and within each of those fields (categories) are sub-categories, which we use to organize incoming support emails.   When I make a form and add this "Failed Sequence Uploads" field, the sub-categories don't appear. How can I remedy this?   You can see what I mean here: https://help.mapillary.com/hc/en-us/requests/new?ticket_form_id=12340619811868Appreciate any help on this.

When customer write email to specific email address, trigger is set up to put appropriate group connected to that email. After the ticket gets closed, before going into solve customers have ability to write back which causes to reopen a ticket. Sometimes, we've seen that customers change the email address which is also connected to trigger to a specific group, but ticket get reopened to group that was initially set of which causes that other group doesn't know about the ticket without someone from initial group transfer that. The reason is because Zendesk is following initial trigger and doesn't recognize the other trigger. Can this be fixed somehow?