Support

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. 

Hi, When creating a ticket on behalf of the requestor: Is there a way to create a ticket/email a customer where they receive the bulk of your message? At the moment when you create a ticket on behalf of the requestor-and you type out a message and send. The customer only gets something like the below (and not the actual message?):------------Hi [customer_name],Your request query(37958) has been received and is being reviewed by our support team...   -------------- Any help would be appreciated. Thanks 

Hello, on our ithelpdesk zendesk instance, we're facing the next issue. * When sending an email from ithelpdesk to ithelpdesk, it get stuck in the Zendesk application in the “suspended tickets” with no possibility to “recover” them. Is it possible to allow this ?   Thanks,  

Here's my use case:  We get some regular test tickets as part of an automated testing process run by a large customer / software company. I just want to set a rule so "every ticket from user@email.com should be closed or deleted automatically"... like a gmail filter, but applied to our helpdesk.   I think there's a usability problem because I can't figure out how to do this. It seems like I should be able to do this through Business Rules (screenshot below), but the interface just teases me with a "present" / "not present" option. I can't figure out where to match an actual data value (in this case, an email address of the automated test user).  Can someone please tell me how to do this or confirm if this is actually a product limitation?  In case it helps, we're on the Growth Suite.  Thanks,  Tom       

Hopefully this is the right area for this, please move if not. Currently, my team has gotten into a bit of a complex situation with our internal IT support, vendors, and external IT teams. We have our core ticketing system working properly, we some basic macros and automations, we don't need to change anything on that front. But now, we have a few additional people to send notifications and alert them properly without spamming their mailboxes with unnecessary alerts. I don't know if this is default, but a user within a group with get an email alert when there is a ticket sent to that address. Example, I'm part of the Help group, and someone sends a ticket to Help - since my user is part of that group, I get an email notification as soon as it comes in. Works perfectly! Our external IT team, we only use them as escalation/delegation. They need access to these groups but we don't want them to get spammed with the daily tickets coming in. We would want them to only get alerts when we assi

Dear All, We've already integrated Zendesk tool with Jira. Also, we're able to make comment from Jira to linked Zendesk ticket. But for 2 users, they're not able to make the comment from Jira to Zendesk. While doing this they can see an attached error. Could you please check and help on this? Regards,Narendra

Hi all, I have two "Submit a Request" forms that are used by specific email distros. Is there a way to create tags based on the email address filled out in the "Your email" field? Better yet, is it possible to do that AND update the "Your email" field from being text based to a drop down list? Something like this: I don't want to make it its own custom field as that would add an extra step for teams. Unless there is a way to do that and make it so the custom field puts the email distro selected from the drop down as the Requestor AND hide the "Your email" field for the request forms. Thanks!  

Is there a way that I can default a value in custom field based on form id? User case is as follows. We have one form for bug requests and another form for enhancements. We want to show the form type in requests page. So, user can identify the request/ticket type from the request list. This will eliminate a step for user to open the ticket/request detail.

I'm using Zendesk SUPPORT  The customer has to "reply" to the email sent by the agent to recognize the last comment (email) and it show mail cleary both zendesk and requster mail  But If requster reply by forward , it will recognize the previous email as a last comment, and you will see the previous comment (email) as shown in the picture below, which is very inconvenient.   I'm sure all of you agents are facing similar issues like this, and I'm curious how you all solved it.   #Please type your reply above line ##  I'm afraid that the customer will see the above warning from the ZENDESK system and assume that they only need to write above the line.  <If the customer sends mail via forwarding>. <Zendesk doesn't recognize the previous email, as shown below.>   Even though requster write a comment (email) above.  #Please type your reply above line ##It recognizes the previous comment as a new comment, that is showen too mess

Hi All, I are looking to create a trigger on Zendesk that when a order is raised on a Monday but we can only process it on a Tuesday, I want to set the process date(custom field) to the following Tuesday.   Is this possible with triggers or would it require webhooks?

I want to set a trigger that when an agent select in the side conversation window "Mark as done" the child ticket will be automatically set to solved. Is there a way?  I can not figure out what conditions to select.

We are a school district and want to give our agents 3 business days to update/solve a problem.  Currently we can do hours since update is equal to 72 but if a ticket is created on a Thursday or Friday, then we would want to give them 120 hours so the weekend does not count against them. Thank you

Hi, Is it possible to set up different auto-replies to tickets if the requester is outside of our company domain?  For example, if someone submits a ticket to tech support and he is outside of the company, he should get a different auto-reply than someone from our corporate domain. Thanks

Hello, once again I come asking for help! I'm stuck in this configuration and hope you guys have already done something similar and can help me along. What we want to do: add a tag to a ticket that has more than 6 agent replies and was assigned to Tier 2 group two days ago. What we have done so far: 1. We created a custom date field: T2 Assignee Date 2. Created a trigger that will set T2 Assignee Date field to 0 when the ticket is assigned to Tier 2.  3. Created a second trigger that should add a tag when the ticket meets the following conditions: Agent replies | Greater than | 6 Group | is | Tier 2 T2 Assignee Date | is within the next | 2  Where I'm stuck: This last condition is not allowing it to trigger. I thought it would mean that since T2 Assignee Date was set to 0 the moment the ticket was assigned to Tier 2, then that field would be 2 when two days had passed. But that has not happened. Any ideas? Or maybe another way of doing the same thing?