Support

There are some user profiles from whom we have only a phone number, means we have not recorded any email address in their user profile's contacts section. In many cases, the agent can still create a public message within the ticket and if they don't check the user profile, they will think that they have updated the ticket via email and the ticket will be pending for customer reply, even though the customer has never received any email. I couldn't find any native solution from zendesk to get an error message or something to inform the agent that they cannot send an email to that user. so I tried to create triggers & views to filter tickets that were updated via email without having an email address in user profile. But I couldn't identify such a tickets properly, as I couldn't find any way through triggers to find out which user profile has email address recorded or not. The only way for me so far, is filtering via the channel that ticket is created/updated or if the update has been

Same as title, whenever a light agent updates the case (Creating a case or updating a case), a tag should be added to the ticket.   This is working fine when they create a case, but doesn't work when the comment on an existing case (generally of another user)   Trigger:

We've made it mandatory in our SOP for agents to make a note on the case (Private or public) before closing the case but they still end up solving the case without any notes.   Any way to make the comment as mandatory for updating a case?

Hi Zendesk community,   I tried this way (and other ways replacing 'null' by "" and 0 and also with the POST method) to delete the ticket organization but didn't succeeded yet, do you have the answer? Best regards!  Raphaël

Hi I am running reports and finding I have a whole pile of "Blanks". It appears as though two fields "Tags" and our Custom "Ticket Type" fields are not saving when we move between statuses - ie from open to pending to solved, despite the team adding them back in again.  Note sure what to look for to fix. We are only a few months into our Zendesk experience 

In Trigger conditions 'Current user' has (agent), (end-user), and all agents listed by name.  When I want to create a trigger using condition 'current user' and I want the ticket assignee as the current user, I need to create a separate trigger for each agent.  If (assignee) was also an option, I could make a single trigger for this.

One of the things I love about Zendesk’s SLA functionality is that it gives me an easy way to prioritise tickets, and see which ones need focus (and when). This is a really reactive way of working, though, and so I wanted to find a way to flip it on its head. This tip is to share what I came up with to do that: our new setup for SLAs, a couple of trigger ideas, and a thought on reporting. Our updated SLA setup You can see how we originally set up SLA polices in a previous post of mine, “Using Enhanced SLAs”. In a nutshell, we have an SLA for each ‘user need’, with the conditions for being assigned that SLA defined in the SLA policy. With this setup you can perform automations based on the hours since last, or until next, SLA breach, but that’s about it. You can’t do anything in triggers. To get around this, we decided to shift the logic for setting SLAs. This is what we did: Created a new custom ticket field ‘SLA’. Each SLA has only one condition: Ticket: SLA Is SLA_SomeSLA&

We are using the default signature across all of our agents but we'd like to be able to add a line below that, for example, when we have future out-of-office dates.   Is this possible, on a agent by agent basis? Allow each agent to add a signature line?

Hello, Im trying to have the date displayed in this format: mmddyy Im using this script: {% capture today %}{{'now' | date:'%s' | minus:0600| date:'%m%d%Y'}}{% endcapture %}{{today}} but I dont know how to make the year two digits. any tips?

I'm converting our site from WordPress to Zendesk. In my previous tool, I could make HTML fields. I used these to provide context and information. Such as information for requested projects, possible documentation related to the request, suggestions on related forms to fill out.   Is it possible to make similar fields in Zendesk Support Forms?

Using liquid markup, a macro can give different responses based on the content of your ticket. Ticket tags The placeholder {{ticket.tags}}  lists the ticket tags as a string with each tag separated by a space. The following macro will give a different response based on the tags on the ticket. {% assign myTags = ticket.tags | split: ' ' %} {% for tag in myTags%} {% case {tag} %} {% when 'tag1' %} You have tag1 {% when 'tag2' %} You have tag2 {% endcase %} {% endfor %} Custom Fields  To base macros on custom ticket fields, first find its field ID from Admin>Ticket Fields. Your macro can then say: {% case ticket.ticket_field_360000034029%} {% when 'My Value' %} Your selected My Value {% when 'My Value2' %} Your selected My Value2 {% endcase %}  ...as long as your replace 360000034029 with the ticket ID of your custom field.  If using a drop-down field, use the tag values for each option. Note that the values in the case statement are case sensitive. You

Problem: When you use a trigger or automation to fire a notification, it is only possible to see the notification in Events - the notification is not appended as a comment to the ticket. This creates agent confusion, since they cannot readily see what notification the requester received in the ticket thread.    Workaround solution:  If you set the ticket to close upon firing a notification with a trigger or automation, when the requester responds to the ticket, the original notification sent by trigger is appended to the follow-up ticket as an internal note. From there, the ticket can resume in a back-and-forth thread as normal. so, we have every auto-sent notification close the ticket when it sends, so that agents can see what was sent to the requester when they respond.  Here's an example of what I mean (image censored for business confidentiality purposes) - We have a trigger set up to auto-fire a text notification to certain voicemail tickets. Th

We have two potential triggers that can fire when a each ZD ticket gets updated with a customer response: Send a webhook to Slack (this powers a custom chatbot in Slack). Send a Slack message via the Zendesk integration to an internal channel to notify the agent that the ZD ticket has been updated. Only the first trigger fires for ticket created via the custom bot. For tickets created via email rather than the custom bot we use, it does fire the second trigger in that case.So I guess only one trigger can ever be prioritised with a single ticket update? Are there any workarounds for this?

As shown in the title, I want to customize the script to control the values and layout of the fields in my Ticket Can Zendesk achieve this

Is it possible to set the comment section and the drop-down menu section as mandatory when the end user selects the bad, I'm unsatisfied. It's helping us because most of the clients are asking for it to be mandatory.

Hi all we have huge amount of customers, its hard to educate them all on how open new ticket and not replying or reusing existing ticket/message we even created macro to reply them with instructions when they do this what is happening is, they open old message and clear the content and reuse it, but as you know the html header belongs to an old message so zendesk will trigger an old closed/resolved ticket and this will cause two or more different cases in one ticket which we dont want it to my question is, can we create a macro to filter incoming message and see if the html is being reused but the subject is different then convert to new ticket is this possible? best  

We have a closed ticket system with a form accessible to our Admin access level users only. They login to our software and opt to submit a ticket/view activities. Issue 1: We have found that rather than logging in to submit a ticket or using the email address to open a new ticket, they go to any old reply in their inbox and press reply for something completely new. We then spend a while splitting the ticket. Issue 2: Some customers read our response and press reply before engaging with our response. So they don't even login to the platform and look at/perform the steps suggested etc. So we would like to 'make them' login and find the ticket to send a response. Is there a way to turn off the ability for customers to update a ticket by pressing reply on the email notification? This would mean they would need to login and open ticket to respond.

Hi, when creating a new ticket in Zendesk, the Subject field is now missing. If we recieve tickets from email etc. the subject field apperars. I cannot see that we hav done any changes to this. How do we get it back?

The e-mail that is sent nowadays does not meet our standard of sending e-mail. So we desperately need to change it. As i understand from Julia that is not possible. The end-user follows all tickets of an organization in Guide > name > Requests > Requests from organization >[Organization] > ‘Follow’. And gets this e-mail:Subject: <subject defined in template that we cannot change>To: name and e-mail adres of end-userBody: <body defined in template that we cannot change>  

Can you explain how we can make a view for unassigned Incidents, placing the ones with the highest priority and oldest creation time at the top? If this is possible, the result of this need to be used as a widget on a dashboard.

I've configured the Zendesk support address to be support@example.zendesk.com (replace "example.zendesekcom" with the organization's actual Zendesk domain name) in the email channel settings.  However, I can't seem to edit the information in the "What Customers Will See In Their Inbox" section.  So, instead of emails from Zendesk appearing to come from "support@example.zendesk.com", they come from my personal work address, JohnDoe@example.com.  I've tried making a new support address, but it auto-populates that incorrect information and doesn't let me change it. How can I change the "From" address to the Zendesk support address, instead of my personal email address? Thanks.

Is it possible to make attachments open directly on their respective programs like word, and pdf, instead of having to download everything?    

Hello, I know it's possible to route tickets based on the email address domain.  Is it possible to route tickets based just on an email suffix?  For example, we want to identify tickets ending with the suffix .gov and handled them differently.

For certain accounts, based on level of service, we have a CSM and a TAM associated to the Organisation. I have not been able to find a way to automatically add them as followers on all new tickets created by users associated with that particular Organisation. Any thoughts?

Is there a way to have new email on top instead of the bottom? It appears that I have to scroll through all the replies before seeing the next email.