Support

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 

Hi, I'm integrating to our internal system and need attachments to be available too. I've been trying to work on with latest_comment placeholders but seems that if I have multiple attachment on tickets, data in theplaceholder comes like this: Attachments:\n6245280-1.pdf - https://karkkainen1546515205.zendesk.com/attachments/token/np1tLW78shen2Mx1dFHDBLxuF/?name=6245280-1.pdf6245280-2.pdf - https://karkkainen1546515205.zendesk.com/attachments/token/4x2Ot7BwZfdYTAn1hvG4XehrE/?name=6245280-2.pdf Seems that attachments are available only in latest_comment_html and latest_comment_formatted. So what I do now in integration layer, I pick up the string after Attachments: text and then parse it to substrings where there is separated attachment name and attachment URL but when there is multiple attachments, there is no characters between first URL and second attachment name. Is there any workaround that I could separate those and format it as <a href=URL>Name</a>? Originally I assume

How can I identify tickets received in nocturnal and diurnal time, according to custom time settings and redirect them to different operators on this basis?

Is there a way to take for example the last 500 tickets and export the body of them? I'd like to do an analysis on keywords and sentiment and I know it will be a lot of data, but is it possible? 

The title basically. I want to set up a trigger that will send email notification if the count of end user comments > n in a ticket. I am not getting the correct condition to place in the trigger.

Hey guys, My first post, be gentle.... I am trying to match a bunch of serial and asset numbers of devices with users, by checking for tickets that users have logged and cross referencing assets against users. I have all the serial numbers on an excel sheet, so basically I want input these into Zendesk via a .csv file and pull out matches. Can this be done?

When someone emails us , they are getting an email reply from us with their original question so it's a repeated email.  Is there something wrong with one of my triggers?  Example below

I have the following scenario: An agent is in Group 1 and Group 2. A ticket comes in and is assigned to Group 1. The agent takes the ticket so it is now assigned to them in Group 1. They have worked the ticket as part of the Group 1 function and now need to move on to the next ticket. But, they must assign the ticket to Group 2 for a colleague to pick up and continue work.  Upon assigning the ticket to Group 2 it automatically assigns the ticket to the agent in Group 2. If they then update the ticket a second time, in the same way and assign it to Group 2. It successfully assigns to Group 2.  How do i avoid having to assign the ticket to Group 2 twice in order for it to be in the Group? Rather than in the Group and against the agent moving it. This only happens if you are in both groups and are currently assigned the ticket.  Any help much appreciated!

Hello, I'm on the Enterprise plan and have different SLA's first reply time and resolution time metrics based on a ticket's priority. We often find tickets that come in that we first assess as High, but there are many cases where we can lower the priority down to Normal. However, in those cases the resolution time has already been breached and this goes into the Normal SLA breach metrics/reporting. My question is how can we reset a ticket's SLA targets retroactively based on its priority? If its breaches were while in another priority, how can we reflect that properly in Explore? Please advise.  

Recently, I've noticed some odd behavior when attempting to copy and paste images into the editor when writing up responses to customers. It happens within the Public Reply and Internal Note tabs. More specifically, it seems like you can't copy images directly from an Outlook email into Zendesk. I can reproduce this behavior using the following steps: In Outlook, compose a new email. Use any type of Screen Capture software to capture an image. In this case, I've used both the Snipping Tool and the Snip & Sketch utilities included in Windows. Take the image and paste it into the body of the email in Outlook. Click on the pasted image in Outlook at copy it (ctrl + C). This will copy the image in the email to the clipboard. Go to the Zendesk Public Reply or Internal Note sections in a ticket and attempt to paste the image (ctrl + V).From my experience, nothing happens. The image is not pasted into the field, however, there are no indications or error messages explaining why. Now, g

Hello all:  We are having issues with tickets re-bolding even though they have been read, and there has been no update.  This has been going on since Friday.  Has anyone else experienced this issue?  Were you able tor resolve it?  If so, can you please share your approach? Thanks in advance. 

When we have a support ticket where we have sent multiple public replys to requester and cc's they see each one individually, not in one thread like a regular back and forths email.  Is there a way to change this?

I'm trying to create a conditional signature using Liquid Markup with Dynamic content. Ticket field 22871957 is a multi-line custom field. For some reason, even when the string I'm searching for is contained in the field, the output is still "Not Canada Post". I always get that output in my tests. Any ideas what's wrong with the code below?   ``` {% if ticket.ticket_field_22871957 contains 'Country / State: Canada' %}Promote Canada Post{% else %}Not Canada Post{% endif %} ```

Hello,  Some of my customers use Zendesk to handle their channels. In some cases we meet some issues because of view settings issues. In other world, sometimes my customer are "angry" of some tickets not answered and lost into Zendesk. After analysis, we detect that due to their view settings, they "hide" some tickets.  This issue is in part linked to number of view available but also to human miconfiguration. My question so is : Is it possible one day to develop a report or a dashboard or something reflecting from ticket the views in which this ticket is avalaible (if status less than solved only)? Thanks, 

Within Zendesk Guide, our end users can mark a ticket as solved themselves vs only the Support agent. This bypasses required fields so I was hoping to create a trigger that notifies the assignee when an end user solves a ticket. Is this possible? I couldn't find an easy way when going through the trigger creation process. Thanks! Jake

In Zendesk Guide, our end users can designate a ticket as resolved instead of only Support agents. This circumvents required fields, so I constructed a trigger that notifies the assignee when an end-user determines a ticket. Is this achievable? During the process of creating a trigger, I was unable to discover a straightforward method.

There appears to be a bug in how Holiday Schedules and Triggers work within Zendesk Support. We have a single Schedule with Holidays configured, we've tested two different configurations and the following happened. Both configurations: Have a trigger set to send an auto-reply to the requester if "On a holiday? is Yes" and "Ticket is Created". Configuration 1: Configured a single-day holiday (e.g. Memorial Day in the US), Set the start and end date to 05/29/2023 The holiday was listed instantly as expired and causing the auto-reply to not work Configuration 2: Set the same holiday to a start date of 05/29/2023 and an end date of 05/30/2023 The holiday was not expired on 05/29/2023 Auto-replies went out as expected on 05/29/2023 The holiday was listed as expired on 05/30/2023 but it continued to trigger the auto-replies. Had to manually change the end date back to 05/29/2023 for the auto-replies to stop How is everyone configuring the system for a single-day holiday with an auto-re

We received a ticket outside of business hours but neither the assigned agent or admin were able to respond. The Send option on the message field simply wasn't there and hitting Return also didn't send it as usual. We also have an ongoing issue with agents not being able to see new tickets until the admin marks them as pending. Does anyone know what might be happening here?

Hi, is there a way to use the IP address I can view from a ticket (under events) inside a email trigger? ( eg: something like, requester.ip_address, ticket.ip_address ) 

In a certain type of form, I want to  make "attachment" a mandatory field change the field title from "attachment" to something else   Please kindly guide me on this, thank you!    

I want to make a csv from our old system and bulk-create the tickets in Zendesk. I feel this should be possible if I know what columns to create to correspond with the fields. But I can't see docs on this anywhere.

Our agent just solved some ticket which does not need any reply. But his ticket comes back into open ticket even customer did not make any reply or any response. Is there any similar issues or when it can happen? It happens only one of our agent. We have tried catche clear and reset password, logged out.

This is such a small, but annoying, thing that I noticed about date fields. We have a series of date fields that we map and sync from Salesforce to Zendesk Organization fields. They outline go-live dates for all our various products. It's pretty common for some of these to be blank as most clients don't have every single product we offer. However, when first glancing at these fields, it appears that they do, because of this "e.g. October 1, 2008" example text that is in each field (screenshot below). Obviously upon further inspection, it's not real text, but at a glance it does get confusing. Is there a way to remove that?  

We have a custom field in our Zendesk instance called Salesforce Priority. It's a drop-down with values 1, 2, 3, etc. And sometimes this field is not assigned a value.  When looking at a view that sorts on this field, NO VALUE is sorted as the highest possible value, above 1. I'd like it to be the lowest possible value. I don't know how to get "NO VALUE" onto the sort list. Entering "-" doesn't work, even though "-" is how "NO VALUE" appears in the interface.