Support

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

Hi, We have a customer/org that is not receiving ticket update emails because they are blocking all traffic (strict security). They are asking for what IP address to whitelist to allow these @zendesk.com emails to come through. Where can I find this info?

I want to create a trigger to track if a ticket was reopened more than 2 times to escalate this ticket to management .

I was trying out Zendesk ticketing system. My question is if I can use the same interface to manage tickets within my web-application. Is it possible or I have to use that custom portal only?

Hi! The link in blue is wrong. Its pointed to zendesk wheras we would have it changed to our 3pl system. How can i change this? 

Hi all, Today we noticed an issue that when attaching a file to a public ticket comment, the file is not attached to the sent E-Mail. It is displayed in the ticket itself though. When attaching files to E-Mails sent via side conversations, the attachment gets attached correctly. Is that sth you can reproduce?Warm regards,Cedric

I'd like to create a view in Zendesk where the current logged in agent see all his mentions. Is this possible? This makes it even more easier to follow up tickets even if you aren't responsible for it but someone asked you something. Best RegardsTobias

I want to reconfigure the Zendesk product we are currently using to help the company be more organized. Example, an end-user put in a ticket to request information from the Operations dept. How can we configure Zendesk to move information between departments, so that we can stay organized? I would like to speak with an agent to further explain what we are trying to do.   Thanks

Is there a way to create a View based on for instance a months, i.e. All tickets created during the month of February? Struggling with this one... //Niklas

Very unique situation here. I'm needing to have our future dated (hold status) SLA only start once its reached the due date but am needing it to include all other hold statuses/pending statuses from when it flips from the due date. Right now, once it flips back to a different status, the SLA timer goes back to when the ticket came in for the Requester Wait Time. Help?

Hi, We have added the following <a href=""></a> tags to our trigger body (auto response trigger) and the hyperlink is not clickable or anything, it is just plain text. Please assist? <a href="www.google.com">text here</a>

Hi, When using the placeholder: ticket.ticket_field_option_title_id, I see that I am getting the display value and not the internal label value. How can I get the internal label?   The are more info here: https://support.zendesk.com/hc/en-us/articles/4408887218330/comments/4412480300698    Thanks

Hello, I am trying to add the assignee tags any ticket to which the user is assigned. Is there a way to do so? I'm trying to use this way to automatically unassign ooo people on newly created tickets. 

We are pulling in some session data from our platform to give our agents more insight into the user's issue without the need for back and forth. That data is being captured in custom fields on the form. I would like to append this information to the description of the ticket on submission of the form so that the agent can see this information and still work off of their default ticket form rather than having to switch back and forth between the two. This is what I have so far in the .js file on our guides sandbox. Nothing seems to be working. I was wondering if maybe the script should employ placeholders instead, but I'm not sure how to do that in JS. $(document).ready(function() {  var selectElement = $('#request_issue_type_select');  if (selectElement.length) {    selectElement.on('change', function() {      var selectedOptionValue = $(this).val();      var form = $('option[value="' + selectedOptionValue + '"]').data('url');  &nb

We are planning to automate ticket assignments to our agents using Skills, but I was wondering if there was a way for zendesk to automate tagging a skill type to incoming tickets based off the content of the email body? That way, based off what was categorized as the skill would then be routed to the agent or group assigned those skills. 

Hello,  I'm experiencing an issue with the Zendesk platform. Could you please provide a potential solution, and also share the reasons behind this error? Thank you.  

I'd like to build a request form that contains the list of existing active Group Memberships in Zendesk.  I do not want to manually update the dropdown list with the existing groups.  Is there a  way to pull this data without having to manually update it? 

Hello,  I am hoping for assistance or advise in setting up an SLA by the subject line of a ticket.   We are using ZenDesk as our main ticking option for customer service.  We are currently using another service in which creates tickets with the same subject line (almost) for each new ticket.  These tickets require a hold time so they can be investigated (shipping issues for instance).  Unfortunately, these tickets are breaching and we are unable to find the right setting.We only need to set a longer SLA time for these certain posts, an example of a tick subject would be: Shipping Incident -12345  and Shipping Incident 9876Is there a way that I am not seeing that we can set and SLA breach time specifically for these posts only, where they can be singled out just with a partial subject line or otherwise?   I appreciate any advise! 

I am having trouble locating an answer. I would like to group certain tickets with certain descriptors into a view automatically once they come in. For example: all tickets from a specific end user or with a specific description. I have tried and am not quite getting results using views. Although my end user is listed, I can't add them as a requestor in the condition. 

I noticed if a ticket within SLA and moved from Open to On-hold or Pending status, and the ticket resolution time was set for example 72 Hours, if the requester updates the ticket, the status becomes Open, and immediately the ticket breaches the SLA if it was pending for more than 72 Hours. How can we fix this?   How can we 

I'm experiencing an issue with a regex custome ticket field. I have to update the ticket to see an error message saying the value isn't correct. When you create the custom field in the admin center, it's dynamic, with some text in red saying the value is incorrect. But when you're in the ticket, it's not dynamic anymore. Any suggestions ?

When a ticket comes in via email, it's assigned the default form. We want to require our agents to select the form that matches the request, so we can report accurately on ticket topics. Is there any way to do this?

I wanted to get some feedback on how you are using the Essentials Card configuration that has recently been released (announcement here). We are wanting to add as much useful information for our Employees so that they can understand who they're talking and tailor their assistance accordingly. We want to pull some basic information from Zendesk, for example: Avg. CSAT for the client, Number of tickets opened in the last X days, Alongside this, we'd like to pull some customer data from our platform system via our integration with Salesforce. Is this dynamic? Thanks in advance for giving me some insights. Alex

Child ticket status change will not open parent ticket. In the current functionality, the parent ticket opens only if there is a comment done on the child ticket, not on the status change. For Example - If my child's ticket agent does not comment on the ticket and just changes the status. The parent ticket should change the status automatically.  Please suggest how to get this done.  Thanks  Akanksha