Support

Hello, Spam emails don't usually contain the word spam but it is something that our customers email to us daily. This is causing issues internally - is there any way at an account level to stop the word "spam" from triggering a spam flag on a ticket? We don't have any automation or triggers set up that would be causing this. Thanks, Lisa  

how do I configure this: if there's a new ticket with a subject containing a string: this new ticket. this new ticket requester will automatically change to a specific user.

I'd like to send out some messages via a Trigger to inform End Users about content in our Guide Portal that is only available if they are logged in with an account. I'd like to not spam out and so it will be a one or two time per user message. I would like further to only send a message to those who do not yet have an account. Is it possible to filter by whether or not they have created a Zendesk account with us?

I am uploading a CSV using the suggested format to populate  a drop-down ticket field but am having isues. After selecting the CSV file, I click the upload button and get a 'something went wrong' error message. I notice there is a javascript error in the console. Screenshots below. Here is a Gist of the CSV I am attempting to upload. https://gist.github.com/ryan-dutton/857ed99e5b4644733bd8789dfcaeec89#file-zendesk_ticket_field_cf_country_list-csv Any help appreciated, is it the format?  Ideally, I'd like to not type in 250+ values :)

Hello -  Some messages sent to a Zendesk support email are flagged as suspended.  They pass SPF, they pass DKIM.  We read the support articles about suspended messages.  No further information appears to be available - how do we set no messages to be suspended?  Thanks!

Could we get a notification of when a requester sends a ticker more than once a week. It would help us recognize if the user sends a duplicate so we don't have dual efforts on the same ticket. Thank you!

After upgrading to the new Zendesk Workspace, when a ticket is submitted that has basic paragraphs in it, those paragraphs no longer have any margins around them.  Here's an example of how it looks when submitted: And then, in Zendesk itself, completed squished. And the email reply as well also the same:   These used to be spaced correctly, but looking at the CSS it looks like there's now a margin: 0 on everything. How can this be fixed?

Greetings, While using the Ticket URL placeholder, we have noticed it is not a hyperlink. However, if we add "https://" before the {{ticket.url}} it becomes a hyperlink. Could the Ticket URL placeholder become a hyperlink? Or could a new placeholder be created which is a hyperlink? Thank you, Eugene  

Hi all, we noticed that when you click "jump to latest message" on a ticket, the ticket often only jumps to the latest public message, but not the latest private note. This makes it easy to miss a note that is newer than the latest public message. We would like to be able to adjust this in our settings. Is there a way? 

I want to build a report that shows the number of chats that have an email follow-up by an agent. This will help us see how many chats are resolved on the chat itself, but also will indicate what kind of chats are too complicated for us to solve on chat currently.  We have a custom tag set up when a chat ends. I've tried building a report with Touch metrics and filtering by that tag. However, One Touch metrics include chats that were resolved on the chat as well as chats that had one email follow-up from an agent. Is there a way to find this data? Or would we need to set up a custom tag to add to tickets when we send an email on our end?

I am not seeing a way to set agent status based on schedule.  When I first started configuring Omnichannel routing, all agents were set as Available even though many work different shifts.  It would be great if we could apply a schedule to an agent's profile so that we can ensure tickets do not get assigned to them off schedule (unless the agent manually updates their status).

So I'm aware of the out of the box access dropdown for users that allows you to select either "Can view and edit own tickets only" or "Can view tickets from user's org". We're growing to the size where some of our clients have multiple products, which have different end users and leaders that don't use the other products their org has from us. Is it possible to give an end user this extended access to where they can see all tickets from their org, but only for a specific product?

I would like to offer extra information for our agents about a ticket topic or a customer/organization, to reduce the number of things our agents have to keep top of mind.  Our tickets are almost exlusively from our customers, but every once in a while we get a ticket from one of our suppliers. Our agents are trained to handle these as well, but they find that it can occasionally be hard to "recognize" from the context of the ticket that this is a supplier - as the suppliers' questions are often similar to our customers' (referencing a specific order number, for example), but should be handled slightly differently. While we can put these suppliers in organizations and have the tickets tagged, this still leaves the agents having to recognize these things each time.  What I would like to do is to be able to, via a trigger on ticket creation (conditional on for example the requester organization), put an internal note in the ticket with some information for the agent about this

I would like to have a table-style report that shows each ticket where the ticket requestor has more than 1 open ticket. This will help our organization track down duplicate issues more easily.   I have two reports already created, one that should filter by requester email, and the other by organization name (that way if two different requesters from the same organization reach out, we should see that listed). The reports already group the requesters or organizations together and use a single merged cell for that column, but I'm having a hard time finding a way to hide the lines where the requester or organization have only 1 ticket. Here is a screenshot (with the ticket information redacted) showing what I have so far. You can see the lines that share a single cell for "Requester email", those are the online lines I would like to keep. Any help would be greatly appreciated!

I am trying to set up a trigger within our support system and I think I may be doing something wrong. Our tagging system is manual and sometimes, people forget to add them to tickets. When a new ticket arrives on our support channel, it does not have any tickets and my intent is that if the current user is an agent and they update the ticket, if the tags field is empty, then a trigger should send an email notification to them and ask to add relevant tickets(see below) I've configured the trigger rules and added the body of the email notification, however, the submit button is disabled. Did a bit of playing around and noticed that it is because "Tags contains none of the following" is empty, however, as far as I could see, Zendesk does not have a "Tags is empty" clause, which leaves me a bit stranded.  Does anyone have an idea of what configuration I need to use for this case?  

Hi, I need a view in order to pull all the open and closed tickets for our space.Blanking out all of the rules doesn't give me a view of all tickets because Zendesk adds a rule.  Specifically I get this message: 'Status less than solved' has been added as a hidden rule because at least one of the following ticket properties are required in the ALL conditions section: Status, Type, Group, Assignee, or Requester Is there any way to view all open and closed tickets or am I just going to have to go to API and dump into a spreadsheet?

Hi there, I'm trying to customize views to have a column with either the tag(s) or custom field content.  How do I customize columns to help manage views better?  Anyone have a creative way to do this if it's not native? End goal is to be able to list tickets with Light Agent assigned and see the names in a column. Thanks!

We had everything configured to choose a certain email address to reply from using the select an address app.  This email address seemed to have disappeared.  How can I get help on this?  I am not tech savvy and do not have an it team in house to assist me.

When a user replies to an update sent to them from Zendesk, the entire email thread is copied back into the ticket. This makes it extremely difficult to look through the comments  as much of the information is repeated more than a couple times depending how much back and forth there is. Is there a way to only update the ticket with the new information provided by the user? Hoping there is a way. Ricardo

HiI am looking for an option to add a new condition to multiple forms The use case is I am adding a new condition that should be applied to a few forms At the moment, from what I can see, I need to add the conditions manually to each one of the forms. It would be great to have an option to specify at the condition level to what form it applies to. thanks\Yoram 

Hi! It seems so easy yet has been so hard to just find a ticket language translator both for reading and sending tickets. I know it exists with Chat but is there still nothing built-in Zendesk to handle regular emails? I have explored apps but it seems pretty ridiculous to spend $99 a month on a language translator in this day and age with Transfluent, especially with Google translate doing it for free. Anyone who knows of a good free or limited cost one that could be integrated in Zendesk through the Marketplace if there is still nothing Zendesk offers yet?

I want to write an agent's direct phone number in a macro: {{current_user.phone}}.Where can I write the agent's phone number?

The field doesn't appears and the form show this error: Please provide a ticket description. And textarea called Public response appears. ¿Where is Description field? On settings all parameters are OK.

I hope that a  field input by the end user can only be seen by some people, or is read-only and  to the agent, or preferably not visible to all people, and only the API can obtain it. Is this achievable

Every day when I start zendesk I have to logon because it always logs me off from the previous day. When it does that, sometimes it will keep the tickets I was using in the "Recently viewed tickets" but other days, like today, there is no history.  I have to literally keep notes on a 2nd text document of what I am working on so I can search the ones I was on the day before. Is there no way to keep track of past tickets instead of losing them every day after midnight?I can't even open separate tabs like Jira so the browser can remember them.