Support

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 !

Is there a way to assign tickets based on a specific field such as city? We have over 200 cities and want to assign tickets to the respective agents based on their city. Instead of creating 200+ individual triggers or rules, is there a more efficient method for dynamic assignment?

Hi! I'd like to know how to automatically have the status of a New Ticket change from Normal to High when the end-user has made contact more than twice in the same ticket. Thank you,

I want to be able to post public replies from the child ticket created as a part of the side conversation to a parent ticket. 

As per contractual commitments, we need to associate a time with the Resolution Proposed date.Can we able to track our tickets against these SLA's within Zendesk ?if it is possible how can we achieve that ?

Curious to know what suggestions the community has. Currently my team works very typical US Monday-Friday corporate business hours, and then we do weekend rotations where we monitor our queues a couple of times on Saturday and Sunday to see if anything critical requires action prior to start of business on Monday. This opens up the risk of us not seeing these issues as soon as they're submitted and it could be hours before we first get to it, so I'm curious what others have done to ensure on-call resources get notified quickly for true high severity issues but aren't actually doing full after hours shifts (something I want to avoid).  I was thinking it would be great to have a dedicated line tied to PagerDuty or something and mention it in ticket creation email notifications if it's something that warrants us to assist outside of our standard business hours. This way the on-call resource gets paged and it's not the client directly calling the employee - which I want to avoid as it

Hello, I'm using conditions to show fields after multiple selections have been made. Is there any way to expose the description, cc, and attachment fields only after the last selection has been made and all fields have been exposed? 

Hello, I'm witnessing a display inconvenience with the Assignee field of a ticket. The way this field is shown is inconsistent depending on the length of the group name. Sometimes the name of the group is displayed properly with a / sign between the group and the assignee, sometimes there's no /, sometimes the name is truncated without /. See the following screenshots for examples.  

Hi there, I'd like to post a public reply from the child ticket created as a part of the side conversation to a parent ticket. I'm thinking of using Webhook, and I assume I'd need to use automation but I need to figure out which conditions can help me accomplish this. The workflow would be every time a public update in a child ticket and a specific tag is added, post that public reply to the parent ticket.  I'd appreciate any advice! Daria 

We have a trigger to auto-reply to users when they email with a support request, but it's not working. I've tried reconfiguring it according to previous versions, copied the parameters into a new trigger, nothing's working. Please help.

Hi All, We have scenarios where an internal consultant/account manager submits issues on behalf of their client.  From a reporting standpoint, the organization shows as coming from our internal company, instead of the direct client.  To get around this, I've added an "Account Name" custom ticket field that is populated with all our clients, that I manually populate, which our support agents have to fill out if we get an internal ticket submitted on behalf of a client.  From there, I can perform additional reporting for client related tickets submitted by internal reps. My problem is that keeping this "Account Name" field up to date is quite cumbersome, and time consuming, when clients come and go.  Does anyone have any ideas on how to better manage this situation from a reporting standpoint, other than asking the internal rep to have the client submit to us directly? Please note we also have "Agent Forwarding" enabled that automatically makes the client the requeste

Hi, I have created a custom object (new not Legacy) and a custom lookup field to enable me to correctly select the object in a ticket in a 'support' web browser. However when I view the ticket in the IOS support app the same field is not visible losing sight of important information to the ticket Also, when creating a ticket via a 'guide' form, custom fields are available, but not of the type 'lookup' Am I doing something wrong or when will this be released / made available? Thanks

Hello Is it possible to bulk edit one field in a selection of Closed tickets Or once they are flagged as Closed is there no way to edit them? Thanks Al  

How can I display the currency value(label or textbox) based on selected country(dropdown) using conditions or any other way please let me know, your response is highly appreciated.

Hi, Since last week, I no longer see the number of solved tickets and also I have difficulties assigning tickets to myself and team members. Please look into it. 

We have a custom field called "Process Date" I want to create a view if the date is on or before "Yesterday" but it doesn't seem to have this option. The only way i have got this kind of working is to use the within the previous 100 days, but this also adds tickets with process date as today.  Has anyone got any ideas on how i can do this?  

We have replies coming from Amazon  -  we get an email we reply customer replies - its lands in Zendesk as a new ticket and not a continuation of the conversation No such issue for all our other channels just this one. Any help appreciated 

Hi, I am trying to create a trigger through which I can prioritize a certain group of customers from rest of the customers. Presently I have a list of domains (Around 200) and I want to set up a condition like: If the email is sent from domains like @gmail.com, @yahoo.com, @abc.com, it should have a unique tag. Is there any way to achieve this?

HI all, just wondering would it be possible to create a macro with a drop down menu with say predetermined sentences within a ticket itself. I.e say I'm adding a macro could the macro contain a menu with multiple sentences/inputs that the user could then select from? Screenshot below as example if what I'm trying to say.     Thanks all, Kevin.

How can i do to have the customer entering a valut in a field and another (1 or 2) field would fill itself with the data associated with it. Exemple: The customer enter "17269" in License# and "Key Food - 4315" would fill the field "Site Name" automatically based on a table with 1000 of license number

We want to prevent relay spam and update our macros, triggers and automations by removing the placeholders that would attribute to this. Is there a way to see where these placeholders are without revisiting all the macros, triggers and automations individually?

I need to update the trigger that notifies the requester of comment update, that if the requester's organization is external (one that is not from our company) or the CC' organization as well is external it should not sent. Basically I need to read the CC organization, it could be with Liquid language or anything else.  

Hello,   I noticed in the past few weeks that the "&" sign is no longer supported in title fields. When used, after the user saves it converts to & and you can't remove the "amp;" portion. It isn't a huge problem but the "&" sign was easier and used less characters.

Hi there, I am trying to understand how to trigger whenever a comment has a URL or hyperlink in a comment.  The closest thing I can see is the "Website" > Is Present trigger, however this does not fire. I also have tried using comment text contains http:// or https://, however this does not capture hyperlinked text. Does anyone have suggestions on how to capture this event?