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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). 

Hi Zendesk Community We've recently found that when mentioning a user E.g.(@johnDoe) in an Internal Note on Child Tickets, this no longer results in an email notification being sent to the mentioned user.  We have checked our spam folders and nothing seems amiss. We have also checked our email notification triggers and while there is a email trigger rule that is activated so long as the ticket is not a child ticket, it hasn't been modified since we launched our Zendesk instance.  Any ideas? (or has it always been this way!) Thanks! JJ

Hi please can someone help? I want any unassigned tickets in a group to show under 'unassigned tickets' in  views and not be left under the group to ensure nothing is missed.  Currently, we manually have to check if there are any unassigned open tickets in a group instead of them appearing under the unassigned view to be reassigned to a person. I hope that makes sense but please can anyone help? Thanks

Hello Zendesk Team, Is it possible to link an existing custom object to a ticket based on the requester fields using triggers or something? For example, I have a custom object called "city" and its linked in the user profile under a "city" user field. Would it be possible that once a ticket is created, the city value that is in the users "city" field in their profile gets added to a "city" field inside the ticket? What I want to achieve is for example save the city that the user had when the ticket was created, but I want to avoid it being a manual field if we already have that relationship inside the users profile. Thank you!

We are testing out the new simplified email threading in out sandbox and see that the quote functionality in the email template doesn't work very well. I have tried this with both Gmail and outlook web, the behaviour is the same.  As you can see below, the quote section includes the previous quotes too and it isn't collapsed by default which makes the email look very messy and eventually on large tickets it would be massive. This is only after 3 interactions on the ticket between the agent and requestor.    I dont believe I can move to this with the quote functionality working like this for end users. 

Hi, We use side conversations to reach out to our third parties and the associates currently followup on them manually.   Is there a way to trigger an email notification in an existing side conversation? For Eg: If the case is on pending since 1 hour and has an active side conversation, an email notification is added to that side conversation.

I use a form in my help center with a custom field to collect an email address (not the requester's email). It's a Regex field that allows me to restrict the email address to the specific domains we allow. The submitted form is picked up by our API and sent to a different system that will have an error if it receives emails outside the allowed domains.Is there a way that I can add the email address from that custom Regex field as a CC on the resulting ticket?

My ticket creation has gone a bit odd on layout, how do I change it back to "normal" please? This was "normal"   But now it looks like this and won't budge:

Support Team,   Did something change between 11/10/2023 and 11/11/2023 with the layout of the agent ticket screen?  We are suddenly seeing the ticket fields section showing up in two columns. Prior to today, from the time we implemented Zendesk 9-10 years ago, the ticket fields were always in one column. As you can see per my screenshot, there is a significant amount of wasted space in the second column.  Can you check and advise on this?  

We utilize Okta's single sign on feature for different applications including Zendesk. We've been hearing from some of our partners that they are seeing every ticket submitted by anyone who has a Zendesk account. We believe it may have to do with the "Ticket Access Restrictions" field, which is available when we click on the Zendesk application within Okta and then click on "Edit Application Assignment". For the "Ticket Access Restrictions" field, there are different options we can choose from: 1) All, 2) Groups, 3) Organization, 4) Assigned, and 5) Requested. Is there a definition for each of these options? I assume that "Requested" restricts access to the tickets a user submits themselves. What if we want a user to have access to both tickets they submit and and tickets that they are assigned?

I have a team with a macro that always references next year, and they have to manually go in there once a year and increment by 1. Is there a way to capture the current year, add one, and that macro is evergreen now?

Hi, I created a trigger which updates the assignee of a ticket to the last agent who updated the ticket.  Recently I discovered, that when a (light) agents replies in a side conversation, the trigger would also be fired and this (light) agent would become the assignee of the ticket. In the screenshot below you can see the trigger I created and the ANY condition I had in mind, so that a new reply in a side conversation would not fire the trigger. Unfortunately, the only operator in this condition is IS and there is not IS NOT. Before I would create a feature request, would any of you know an alternative solution? Thanks in advance!

Heya Zendesk people! I do have a workflow via /rules/triggers that is basically an autoresponder informing the customer we received the ticket - with some additional content.  On Friday i want to change the Text in a way that also includes "please be aware you most likely will receive an answer Monday" to give correct expectations I can't seem to find an option to filter for the day of the week in a trigger Is there an option I do miss? Or is it simply not possible?  Thanks! 

Hello, We have an issue with the search suggestions pop up on our support center, and I thought I'd show you what I mean using Asana's support center as an example If there’s less space below the search bar than above it (maybe due to screen size, resolution, zoom level, or even just a resized window), the search suggestions pop up above the search bar instead of below it. This makes it impossible to scroll through the list and see the top search suggestions. In the right browser window, you can see how things usually work.But in the left browser window (which I've resized from the bottom to leave less room for the search suggestion), you can see the unusual behavior I'm talking about.Is there any way we can tweak this so the search suggestions always pop up below the search bar?Thank you,Milo

Hello! I'm trying to understand where the @meli-vis.zendesk.com email addresses are coming from. I see on Zendesk they are probably created from a web form, but it just says "web form" on Zendesk, I can't track what form that is. No one in my company understands who created them, any advice? Thank you!

We have several queued, forms and workflows set up. For one of these queues, I would need to change the default from "public replies" to "internal notes". At the moment, it is just possible to change the default for all the workspace.Any suggestions? 

We rely on the native functionality in ZD that if a customer replies to a ticket that is in pending, on hold or solved status, the ticket is automatically updated back to "open" status.  Is it possible to extend this same functionality to a "side conversation?" For example, customer asks a question; we open side conversation (email) with our team and put the ticket in on hold status. Once our team replies to uor email, the ticket opens as the expectation is that it is no longer on hold and we're prepared to reply to the customer.    Is this possible? 

Is there a way to restrict a specific ticket form from being visible to anonymous users i.e. Help Center visitors who are not signed in? We have different personas accessing our public Help Center and ideally, this specific form is not available from the drop-down field on the new request page unless they're signed in.  I've seen the other Community posts where you can restrict form viewing permissions based on the organization name or user tags, and how you can restrict the "submit a request" button entirely, but unfortunately, none of these existing posts solve this specific use case. 

I would like to report on Ticket offers, but some tickets display this message: No tickets in this view. Help. I would like to know the reason for this message and how I can access the content of this message.

When the end user creates a ticket you won't be able to see the history anymore please see the attached photo, good thing I was able to capture some of the history or what is should look like with picture number two Present This is how it looked like before, so wondering what happened to it  Hope we can get this issue resolved      

We have had some of our customers (end users) receive welcome emails to zendesk. We really want this to be disabled because they shouldn't be getting access to our own systems.   

Hello, I cannot find the setting where I change which fields are mandatory before the ticket can be assigned to another agent. The fields are: Type, Priority, Subject etc. Thx in advance !