Support

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  

Hi everyone! It has probably already been asked before many-many times, but I can't seem to find the answer. I'm trying to get the settings so that Zendesk scrapes only the first name of the user (requester) from the ticket and automatically puts it in the macro."Hi {{ticket.requester.name}}," works, but scrapes the full name, which sounds awkward :)Thanks in advance for anyone attempting to help! 

Hi ZD community! Our website automatically creates tickets in our system when guest complete a function on their check in form. Currently - the new ticket is created with the content as a public comment. Is there any way a trigger / automation can be made for the system to recognize when these tickets come in (which can be done by unique identifiers I already have in place) and then do the "Make this comment an internal note" action that lives under the "Events" drop down? This way - when our agent replies - they will not see this original system generated content. Thank you! :)  

Hi There, We're experiencing a glitch where macros are being applied multiple times from a single selection. When this occurs the macro is duplicated several times, one underneath another. It occurs at random and doesn't just affect specific macros.

Hello,  When I forward a Message with a Side-Conversation, the person receiving the message (outside Zendesk) does not see the initial e-mail address of the message we forwarded.  See Picture. The yellow marked place, should be the end-user e-mail address instead of the end-user name.  Is there any setting to be possible to change this? It should be normal, as in every mail when you forward this, that you forward also the initial informations. 

Hi! We have a problem, when user sends an email containing two or more support addresses in the same message, ticket gets created only for the first support address. There is no indication (that I know) that the user was trying to contact other support addresses too. For example:a) address for HRb) address for Payroll questions So if user sends an email containing both support addresses a) & b), ticket will be created for only support address a). This is actually real life problem, because in our company it is common practice for people to send email to those addresses at the same time. It is common practice to send one email to multiple recipients in general, so we cannot require that people know this, and even if our own workers knew this, people outside of our company would have no idea. I cannot believe other Zendesk users have not run into this problem? Now our agents have to keep track both the Zendesk and the shared mailbox accounts in order to spot the possible missing tick

Good day, Is there way to pipe data from one form (after a user submits it) into another form? Can a new form automatically be opened up after he submits this one with some of the fields already pre-populated based on responses from the first form?   Can custom redirects be done on the submit button of a form (so it goes to Form 2)? thanks 

Hi  Until now we were using one instance of Zendesk for our operations team. We've recently opted for a second isnstance for our HR team so we have two instances now. Let's say: ops.zendesk.com and hr.zendesk.com.  Problem statement: At times the requester emails both the teams. When one of the instances reply to the email the other team gets a new ticket instead of the same conversation getting appended to the existing ticket. And what's worse is that when the requester replies to the message from one instance, the other instance gets a new ticket.    Really looking forward to a resolution for this. Thanks! 

I need to send a selected macro to an e-mail address contained in a customer field upon ticket creation or update. From what I have seen this is only possible through use of webhooks with the e-mail address included as a 'cc' rather than a 'to', has anyone found or can anyone suggest a solution that allows the macro to be sent directly to the required e-mail? If not can anyone share their solution to adding an e-mail address in a custom field to a macro via webhook? Thanks!

I am a full agent (and admin). I am trying to create a ticket for an organization. When I enter the fields we have required on the form, I get an error that I must enter a "Ticket Description" however I do not have an option to do this. Light agents have the ability to do this. Am I missing a setting for Full agents or a setting when setting up the form?

We are looking into a way to get an alert when we have more than 6 tickets currently sitting as new, I saw a time based report which we have currently as well, but it would be nice to be able to set up an alert that let's us know when a board is getting backed up.

Our light agents create tickets for our customers in our Zendesk instance. This requests them to CC end-users so that our engineers route any communication to our end-users. Would like to use off the CC feature to our light agents.

I recently added the JWT on zendesk to authenticate our users, the information about e-mail and name is working but now some our old flow is broken.  The flow for unauthenticated users have the option to answer with e-mail out of the box, but the authenticated users do not. Now we have to create a ticket to have this option, take makes the flow wait longer.Following the picture for unauthenticated users: authenticated users:

How to get the value of the phone number present in the form when the trigger when it is being sent to the customer I want to get the value present using the trigger but I am not able to do so zendeskUserPhone": "{{ticket.ticket_field_ID}}",

Hello, I've created a support request in Guide. The emails sent from the support request go to the default email address support@<zendesk domain>. I need that support requests go to a support email address (I've defined in Admin Center) mantaining the current default email address. Is it possible and how? Thank you in advance, Franca

Is it possible to set ticket priority based off whether or not an email coming in is marked as high importance?   thanks!

I would need to report on side conversations. The aim is to have the number of side conversations sent to a well-defined email address. I tried to creat a trigger to add a tag to tickets every time a side conversation is created and sent to this address. The probleme is that I don't have any Action on triggers that allow me to choose the recipiant of the side conversation. Particularly as the recipient address of the side conversation is different from the requestor's address and the recipient is an end user in Zendesk.  

We are setting up a trigger that reopens a BAD rated ticket in that agent's queue. This is so we can reach out to customer and improve the experience. However, when doing so it's impossible to close that ticket now. We tried via Trigger and Automation - but it did not work as it would run multiple times and ticket keeps reopening.

I need to monitor the total duration for which all tickets had two specific custom field values simultaneously. Specifically, I want to track how long tickets had the value `In Investigation` in the custom field named `Issue Status`, while also having the value `No` in another custom field named `Pending Status`. How can I achieve this?

Hi there, Recently we received reports from agents that a ticket didn't show up in corresponding queue when created, until 4 days later, agents can see it in the queue. This is our first time have this issue and it is so weird. Is there any recent outage or any other bug resulting in this case? We didn't change anything of the view and group settings.

How can I insert a form into another form? I have a new form A for end users in audience A. However, its traffic funnel would also capture audiences B & C. When an end user answers a question that indicates they are in either B or C (rather than A), I want them to fill out the forms for their respective audience. I can create form A by cloning form B OR C and working my way up with B OR C embedded further down the tree. Can I copy the tree and logic wholesale of both forms B AND C and transplant them into the tree of form A? In other words, can I create a snippet / stub from an existing form and insert them at end points of another form?

Step One - Create a URL TargetBy creating a URL target as below (settings/extensions/add target/URL target) this will allow you to set a trigger to carry out a certain action upon the ticket that the trigger or automation ran on. URL: https://domainname.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false+ Method: PUT Attribute name: ticket[comment][body]Save the URL Target to something like "Auto Private Comment" and then you can use it as a target using the NOTIFICATIONS: Target trigger option.Step Two - Create the triggerNow set up your trigger or automation with your relevant trigger options. In the 'actions' section you can select the 'notifications: Notify Target' option and select the target you created in step one. Next, add the comment you want to be posted for example: CUSTOMER HAS RECEIVED 24 HOUR NOTIFICATION EMAIL.----<p>Hi {{ticket.requester.first_name}}</p><p>We just wanted to see if you have had time to take a

Hello there! :)A new one here! I was faced with an interesting task. I was able to find archived tickets from one of the employees from May to August. They appeared in front of me as a list. My task is to open each one and check the Supporter’s answer.Or rather, pass on a list of these tickets to your other employees. Please tell me, can I somehow interact with these tickets? For example, download a table with links to these tickets, in order to pass this table to the support team, so that they can check by following the links from ticket to ticket, and so that they record the information. Thanks a lot!!!

We have created SLA policies for our customers but we are unable  to monitor is how many days it would take for a specific ticket to breach as set by the SLA Example. Ticket is created on 09 May 2021, with a normal priority. SLA is set that the ticket will breach in 20 days if not dealt with. There is no identifiable metric that shows on the explorer reporting how long this ticket has before it will breach. In the VIEW section as per the screen attached you see how long we have till the ticket is breached: however this cannot be presented in the reporting, or i dont know which metric to select. We have been working with a Zendesk Engineer Or Mizrachi but he too, is unable to find a workable solution. This seems to be something that should be standard as the reporting should allow you to be able to report as to how long a ticket has until it will breach, this is surely a requested function for many customers. look forward to a response that can answer this query Alan Lipchin &nbsp

Hi, In our business we have some cases (Let's call them - Queries) have a standard SLA and the team needs to followup on these cases. And that's why the team keeps these cases as open. In the meantime the team has the bandwidth to attend to other cases. So, if an agent has the omnichannel routing capacity of 5, and they already have 5 queries, they still can receive 5 more tickets.   We have a custom field with a drop down option as "Queries'. So, when a ticket is created and the team identify it as a query, the update the drop down and save the case.   What's the best way to configure the ominchannel for them so that they are able to work on other tickets while keeping the 'QUery' tickets as open (So that the SLA runs).