Support

Hi Folks,Bit of an odd use case here. We create alias accounts for our clients to allow us access to various ecommerce sites.As an example : ops+andrewtest@xxxx.com. We will get generic support emails that flow into our Zendesk linked to that email - however when we are setting up accounts we face an issue where the OTP will go directly to the alias email base ) ops@xxx.com and not into Zendesk.Anyone else had this sort of issue in the past? It's driving me crazy as we need to request the codes from a senior team member.

Our agents process product returns (we have 1,000s of SKUs and SKUs are being added / removed frequently). In reporting, we want to be able to see how many of each item were returned by our agents.  On a single ticket, an agent will often process a return for multiple quantities of the same product / SKU. In addition, tickets usually include more than one product / SKU for return. I have tried several ways with multi-select and drop-down custom fields but have so far been unsuccessful finding something that will yield clean reporting and be easy to maintain as SKUs come and go. If I could apply the same tag multiple times to a ticket, this would be simple, i.e., sku1, sku1, sku1, sku2, sku3; but, it seems that is not possible. Is there a workaround? I would very much appreciate anyone's recommendations for how this could best be done. Thanks!

Hi, I am building a function in my companies Help Centre that would allow them to Follow an individual ticket by clicking a button on the request_page.hbs page. I am a bit of a web developer novice, so please forgive me if I am asking something impossible. When clicked this button invokes a javascript function that updates the ticket with the current user. This takes 2 API calls - one to get the current user (for their authenticity token and id) and a a second PUT call to update the ticket. I was hoping to disable the button if the user was already following the ticket or to throw a toast on the page, if the user was already following it. My thinking was if I could access the {{collobarators}} object in my javascript function, I could check if the current user was present, but I can't figure out if this is possible. I am wondering, does anyone have any suggestions on how this could be achieved without making a third API call to check the collaborates on the ticket, before the update is

We are looking for a way to redact attachments from our Spam tickets or determine end users that are inappropriate and always have their attachments redacted  - Not able to find anything referring to this.

Hi folks, I'm seeing a tag be added on ticket creation, that there are no rules for in rule analysis, and just started appearing today. I have no idea why or what it means, is this part of a new release? The tag is "phishing_risk_zendesk" and it just started showing up today. 

It is possible to create a ticket whenever picklist field value on Organization changes. I don't see a change condition check in Trigger.

Hello, We faced an issue with creating tickets. When we create a new ticket and send it to a client, client do not receive our message, they only receive notification that ticket has been created, but not our text. We can not reach out our customers properly. When I worked in another company, we did not have such issue. Tried to reach out our Sales manager, but no reply for about 2 months, also tried Live-chat and no results too. Please help us to solve this issue. Kind Regards, Tamirlan

We heard you! We have heard several complaints on the Markdown support we currently offer in Agent Workspace. We’re bringing you one of the fixes you requested.. There have been complaints that when you copy Markdown syntax and paste into the composer, the composer does not convert the Markdown syntax, which makes it difficult to tell how the Markdown will look once sent. With this release, we are now providing an ability to copy Markdown syntax and have it render in the composer when you  paste it: If you copy Markdown syntax from a plain text source and paste it into the composer, you should now see it convert to HTML. If you paste the copied Markdown syntax into a code block, it will not convert to HTML. If you paste the copied Markdown syntax using Cmd + Shift + V, it will not convert to HTML. If you copy markdown syntax from a rich text source and paste it into the composer, it will not convert to HTML. This update should help agents work better with Markdown syntax. For mo

We have a private brand, with a specific set of agents. The agents work on a tiered support model, Level 1, Level 2, etc. We want to *only* allow Level 2 agents to close or solve tickets. Any tier can still work the ticket, but Level 2 will do the quality review for marking the ticket as closed or solved. How can this be achieved?  

Hello! I've defined various Forms for my customers. Suppose a customer select Form-1, completes it and send the request. Afterwards he sends a new request selecting Form-2. When he starts inputting his email address, Zendesk Guide proposes his complete email address, but selecting it Form-2 is replaced by Form-1. Normally he doesn't realize that Form has been replaced and send his request matched to the incorrect Form. In case he realized, when he selects the correct Form the fields are emptied. Please how can I avoid that the Form is replaced when customer confirm the proposed email address? Thank you to anybody can help me (it's quite urgent), Franca

Is it possible to export data from the last three months and also include the user's text request and the support representative's response in the export? Unfortunately we can only find a way to export numbers, no info beyond that.

After Changing to Agent Workspace we notice at least two spaces between the Agents text (in the Example `Mit freundlichem Gruß` and the Agents Signature (`Sebastian Thiele…`). After the Agent text there is no new line.   Here a screenshot of our signature markup:   How can we remove the new lines?

Hello,   I was wondering if there was a limit or best practice to the number of conditions a view should have. I can't find any documentation or posts asking this. Thank you!

This seems like a recent bug, but the Customer Context side-panel's language display is currently bugged. Issue: Currently, when a user's language is changed FROM english to french(canada) in our case, the Requester view correctly shows the update, but the Customer Context panel remains stuck on English.  To reproduce: While on a ticket, click on the requester button which appears to the left of the ticket number. Change the requester's language to English. Change the requester's language FROM English to another language. Return to the ticket. Open the Customer Context side-panel. The Customer's  language remains as English although the edit requester tab and macros correctly show the updated language.  

I set up a trigger to auto-forward tickets we receive via email to one of our business partners. The problem is the attachment included in the original email is not being forwarded. Currently I am using "Side conversation via email" as the action, with the message placeholder as "{{ticket.verbatim_description}}" which to my understanding should include attachments per this article- https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference however, I have tested this and it does not.  Also, I have already confirmed that attachments in email is enabled and live. Does anyone know how I can force the trigger to include the attached file in the forward?

Hi Team, I'd want to know if there is any option to set the default agent status as 'Online'. Meaning that whenever an agent logs in, they go online. And it'd be even better if we can control this on group level.

Hi there! Is it possible to set up a trigger so that users with specific email domains are marked as high priority?  Example: any users with the email domain "@example.com" all get flagged as high priority.  Thanks!

We currently have a large, unknown number of macros using the ID for a field that was set up as an integer but should have been set up as a decimal. We've created the replacement to that field but can't roll out the change until we review all the macros referencing the field and updating to the new field. This change means that any placeholder insert needs to be replaced and every action reconfigured.  How do you accomplish this with the API? As we are doing a lot of backend cleanup, it looks like this method will need to be reusable.

Hello, I am trying to create a trigger based on the condition that if the requester replies to the ticket and the ticket is sitting in pending status, actions ensue but I am unsure which conditions to set for this.   Thank you.

Good morning, How do I activate side conversations? I looked at the help page… but nothing works.   Best regards

How can we route tickets based on organization?

Hello! Working with {{ticket.tags}} in a notify trigger action, I have been unable to convert the string output of {{ticket.tags}} back to an array to send.  Are there some examples you can provide? My attempts always lead to escaped double quotes inside the array structure  my liquid: "tagFix": [{%assign tagFix={{ticket.tags}} %} {{ tagFix | replace:' ','","' |   prepend: '"'| append:'"'}}] resulting output: "tagFix": [\"_added_csm\",\"_country_andorra\",\"_alt_pin\",\"_case_update\"] Does anyone have a solution for taking the output of {{ticket.tags}} and converting it to a proper JSON array with out the quotes escaped, for use in a notify webhook? Might there be some other placeholder that does return the ticket's objects tag array as an array?       

On Zendesk the agent is typing in Right to left script and it works just fine. But the customer receives the communication in Left to right script format. Please find below the sample test result: On Zendesk: On customer's inbox

In our org whenever a ticket is created, it's assigned to the group based on 'Received at' (For eg: abc@123.com). But there's a use case where we're failing, shared below: An email is sent to the Zendesk support address abc@123.com with a few non zendesk users in CC and it creates a ticket on the CRM. It is initially assigned to Group A. The non zendesk users sometime reply to that email (from their outlook, gmail) changing the 'To' email address and sending the email to another zendesk support address abc@456.com.   What's happening: The ticket stays in the Group A. What should happen: The ticket should move from group A to Group B because the email is sent TO another support address.   Is there any way to solve this?

Could someone please take me through the steps on how to change the automated emails, so that they are customized to the company. Really appreciate any assistance