Support

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?

Hi, Zendesk failed to authenticate my email forwarding credentials from the Shopify domain. I input the correct DNS Setting to ensure access. However, ZD failed to authenticate our email forwarding. Do you have any suggestion on how to fix this? 

Hi there,We have a request form on one of our brands help centers, and as part of this we ask the user to provide a link. This link will be specific to one of our other brands. When the ticket reaches zendesk, we want to route the ticket based on brand.is there a way to set this up so we can look at the URL provided in the field by the user and parse out the brand name, to then route the ticket?I haven't been able to figure this out, the best thing I've come up with is to add a custom field that autopopulates from passing parameters over from the previous page the user was one, and then hide the field in the CSS theme of the help center.Any suggestions?

We have a domain that is "Managed by Shopify", exampledomain.com. We've set it up on Shopify that whenever someone sends an email to support@exampledomain.com it will be forwarded to support@exampledomain.zendesk.com. It's been working fine for the longest time, however, I believe, due to the recent email from Shopify regarding DMARCs, our customers started to receive undeliverable messages whenever they responded to our messages. I've contacted Zendesk Support and was told the issue is with Shopify. I contacted Shopify and was told the issue was with Zendesk. Anyone who has the same issue?

We would like to use the Agent Home view so the agents have more insight into their tickets. Currently, it looks like the Update section is not working as expected. We have tested with multiple tickets. What problem do you see this solving? (1-2 sentences)  If the agents can quickly see when there is an update to their ticket, they can get to it much quicker which will help our response times and resolution times. Is this product still in Beta?

So far, I have set up 4 triggers and 1 view for this issue. View "Tickets That Need a Reply" - All tags with needs_reply or needs_first_reply is going into this view - this part is fine, it's the triggers I need help with! The triggers are set up to tag tickets that need a reply (it's like having unread messages/messages not responded to) Can someone help me see if there's a better way to do this? Thanks! See below:Trigger #1: New tickets that need first reply  Description: Any new ticket that is not created by an agent needs to be tagged with needs_first_reply Trigger #2: Open tickets that need reply  Description: Any open ticket that is not responded to by an agent and the requester has responded to us (the ticket is updated by not by agent) needs to be tagged with needs_reply Trigger #3: Remove the tag once replied Description: Removes tags once an agent responds, so it gets out of the "Tickets That Need a Reply" view Trigger #4: Remove tag once created Description: Rem

Hi!We've noticed an unexpected behaviour in Agent workspace interface:  If the side conversation application is open, but the comment composer is in the focus, then when you drag and drop a file, it is still attached to the side conversation instead of being attached to the comment text.

We're preparing for our email-only support. Let's say the customer created a request through a form, and our agent replied. The customer receives the agent's reply through email and writes a reply on the email. I'd like to turn the customer's reply to the email into public reply on the ticket. Would it be possible? If so, how can I do so?   Thanks so much for your help!  

We are considering allowing customers to select a priority level when entering a ticket. (Currently we choose the priority level internally and the customer cannot adjust it). Does anyone have a process for their customers to choose priority and have insight or best practices around this?

Yo yo yo We've got dozens of Email Channels - but beyond that, we have THOUSANDS of unique email addresses that get emailed and forward along to a support email to push into Zendesk. Looking for a way I can identify the email address the email was sent to so I can check against that value and then do stuff I need. In the API Documentation I'm seeing that the JSON Format Name for this value is "recipient" (here: The original recipient e-mail address of the ticket). I thought I could grab this value with this --> ​{{ticket.recipient.email}} or {{ticket.recipient}}, but it didn't work the same way these would work: Requester: {{ticket.requester.email}}​ ​Submitter: {{ticket.submitter.email}}​ , which show the email address).  Any ideas?? It's obviously one of the many parameter of a Ticket, and can be found manually by Viewing the original email of a Ticket and finding the "To:"  -- the question is how can I access that parameter. Can I do it using an Extension

Hi everyone,  Can someone help me with a way to restrict email ticketing, I am still developing my system, and have different channels so want to restrict the email channel as of now.  Please share your support.  Thanks in advance.   

The email administrator has disabled the automatic forwarding function due to security reasons. Can emails be associated with tickets through IMAP/POP or other means?

Hello everyone, Following this method - https://support.zendesk.com/hc/en-us/community/posts/4409515187866-Push-notifications-from-Zendesk-to-Slack We've created a webhook, trigger and a Slack app through which any new ticket notification will be sent to the respective Slack channel. We used the webhook from the Slack app, created a webhook in Zendesk and added the Slack webhook as the endpoint URL. Then, we created a trigger with the conditions below - Under ALL - Ticket/Group > Is > "Our group name"Under ANY - Ticket/Status > Is > NewTicket/Status > Is > Open The automation is working fine; however, the issue is that whenever there is a ticket in New status, there are 2 notifications popping up on the channel, but when it's open, only 1 notification is coming up, which is how we want. Does anyone have any idea on how to fix the duplicate notifications? To simplify, the trigger is invoked twice only for New status as per the logs and once when it's in open status.

How can I set a trigger or automation so that when a solved, pending or on-hold ticket is re-opened by a customer response, it is automatically assigned to its original group but not a particular assignee/agent? I want the next available agent in that group to be able to work on the ticket in order to resolve faster for the customer. I do not want the customer to have to wait for the specific origianl assignee/agent to respond. 

Hi all, We have enabled the CC function for our End-users as the pool of users is restricted for this particular instance. I am trying to figure out how to add a comment/hint below this field for additional guidance. I've seen some code for adding email CC but nothing for the Ticket CC field.thanks in advance, Michael

Hello everyone, I need your help please. Zendesk does not work as a classic email tool. In our company we have the issue that customer communication often goes back and forth & we send the messages already written. Sometimes we don't want to send all the messages. I have not yet found a way in Zendesk to delete, edit or change attached messages as we know it in Outlook. Do you have any idea how I can solve this? i know that i can mark a text as internal, but that one is not solving my whole problem. Thanks for your help!

Is there a workaround to change the parent ticket status from solved to on-hold when child ticket is in the open status and agent moves parent ticket to solved?

I am attempting to set up omnichannel routing ahead of implementing skill-based routing for our team. I continue to run into an error preventing this. A screenshot of the error is HERE, and a screenshot of the current tag set up is HERE. It looks like the platform thinks we still have chat live, although this was deactivated and we migrated to Messaging quite awhile ago. I've dug through every resources I can find to ensure chat is fully desctivated. I have followed every instruction and troubleshooting guideline I can find within Zendesk resources and have hit a brick wall. I have also reached out to Zendesk help multiple times with no response. This is becoming a significant issue, as we need skill-based routing to be implemented and working well before year-end.  Does anyone have any ideas??

Hi there, In our Zendesk set up, we receive three types of inbound email tickets, those sent to email addresses linked to specific agent (we already have a trigger to auto-assign these), those sent to generic help addresses (e.g. help@abc.com), and those created via an API for a form on our website. I would like to be able to automatically assign the 2nd and 3rd types of email tickets to our agents by randomly splitting them and evenly assigning the same proportion to each agent. Is there a way to do this with triggers? I can set something up so that when a ticket is "Received At" a certain address, it can be assigned to a particular agent, but I don't know if I can assign (for example) 10% of tickets received at that address to a certain agent.  Thanks!

Hi everyone!  I was hoping that this wonderful Zendesk community might be able to help with a problem that we're encountering at the moment. Full disclosure - we are not yet live on Zendesk, we are in the process of migrating over, however from previous experience I am worried the same problem will occur when we go live. First, some background: We operate in a B2B2C type environment, and only sell our products to IT Re-sellers. Responsibility for First Line Support lives with the re-seller, and they will escalate to us if they are unable to solve. This often means that a whole bunch of troubleshooting information needs to be sent to us at the point where our customer wants to raise a ticket. Once a ticket is raised with us, we liaise with the reseller, not the end customer. What we're finding is that, because our Customers are using their own Support Ticketing system with commentary we need, they use their own Ticketing platform to contact us. This creates a significant problem wi

Hello, everyone! I'm facing a difficulty and would like to set up an automated message indicating that we are currently outside of business hours. However, I couldn't find a function for this in the Support triggers. From what I've noticed, Chat triggers don't seem to allow specifying the group to which this message will be sent, and that is essential for it to work. Essentially, we have a specific team that handles WhatsApp support (with different hours than the rest), and I would like to automate communication for clients who send messages outside of business hours to be informed that we are not available. That's why it wouldn't work to base the conditions on the scheduling time. I'm sorry if there's already a similar post, but I couldn't find one addressing this specific issue. Does anyone know a way I can achieve this?

Hi Zendesk Community, On the e-mails look Depending on the ((footer)) - that always include the brand - we can set something like (% case ((footer)) IS 'This e-mail comes from Zendesk.' %) THEN________________. How can we change the agent avatar depending on the brand please? In the e-mails Thank you ! Best regards,  

We would like to restrict our internal agents to upload an attachment to tickets but we still want our customers to upload attachments. Can we make this setting with current Zendesk, please confirm?

Hi guys, sorry to ask, but my Zendesk stopped creating tickets during the past week. I checked the forwarded emails and its settings(I set email forwarding for the email account to 2 address, one is another of our email address, which I used to verify the customer enquiry email was receiving and forwarded succesfully, another address is to my zendesk help email which will create the ticket. )   During the past week, suddenly the Zendesk stopped creating the tickets for those forwarded emails(it only generate ticket when if the customer directly emailed to the zendesk help email address), just wondering did Zendesk changed any settings? Or do I need to update any specified settings?   Thanks.

Hello, Is it possible to limit search bar results for agents? An issue we are having is that Staff Agents using the search bar are able to see tickets from other departments. Some tickets are confidential and not meant for agents outside of their group to see. Is there a way to limit search bar results to one's role or group, thereby making only tickets visible to an agent for the group they are assigned to? Thank you, Kerry