Support

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?

We answer questions from other companies' support teams. If they have a Zendesk instance, is there an easy way for them to escalate their Zendesk ticket to our Zendesk instance?  We would like them to avoid having to copy and paste information form their instance into our ticket form.

We have links from our (non-zendesk) site to help our users create tickets on Zendesk, and these links will pre-fill certain parts of the ticket form to give additional useful context, using query string parameters as described here. However, if the user is not logged into Zendesk then the redirect to authenticate will lose the query string parameters which pre-populate the form. This means the user gets a very slick sign-in experience, but ends up with an unexpectedly empty form. So for example, if the link on our site takes the user to: https://mycompany.zendesk.com/hc/en-us/requests/new?ticket_form_id=123&tf_1115745411613=something Zendesk immediately redirects to: https://mycompany.zendesk.com/hc/en-gb/restricted?return_to=https%3A%2F%2Fmycompany.zendesk.com%2Fhc%2Fen-gb%2Frequests%2Fnew%3Fticket_form_id%3D123 The next redirect is to our SSO sign-in page, however you can see it has already lost the `tf_1115745411613=something` query string parameter in the redirect to the `rest

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Is there a straight-forward way of being notified when I get tagged in an internal note?

Hi Team,  I have hidden forms and nesty panel options before, but now I have a Form with with a unique field. In this field I have option A and option B. Option A allows the user to fill in the default form. Option B presents unique questions using conditions. Is it possible to hide either the field, or one of the values of that nesty dropdown field from specific users based on tags, it also needs to be hidden from anonymous users. Ideally can we hide one of the values?  Do you think this is possible?

Hi, We have a trigger set up in our system to stop tickets from becoming unassigned in our system as this could lead to a poor customer experience. The trigger is attached. This trigger annoys my agents a lot though as if they respond to a ticket and they set the assignee to another group then the ticket will assign to them when they submit it and then they can assign to another group. In effect it takes two actions to do something that should take one. Does anyone know a way around this issue? Thankyou

Why cant we measure how long a ticket has been in a particular status for example our tickets move through various stages towards completetion Open Open - Task Assigned Open - Passed to Sales Open - passed to operations   etc etc etc   I want to be able to Report on status and how long a ticket spent in this status   D

Let's take an example like example@zen.com as a user. He has been added to a domain as testing.zendesk.com.   Then if the user can be added to a another domain testinghelp.zendesk.com that is managed by a completely different user.What I am trying to say is can a single user be available on different domains? I am not talking about organisations. This is a completely different domain that is handled by different user and has no connection to each other.

I have some rather large dropdown lists and the tool defaults to a size that shows about 5 options to a user.  Is there a way to increase the size of the dropdown UI so a user could see 10-15 options at a time to reduce scrolling?  I've been able to utilize sub-categories to get all lists sizes to 15 or less.  

Hello, all: The support address was set in the following format: support@subdomain.zendesk.com As far as I know, when updating a ticket by email outside of Zendesk, the address contains something like this: support+id[string]@subdomain.zendesk.com The question I have is: How is [string] generated? I tried inputting the ticket number in [string], but it doesn't work. Thank you!

Hey, Some of our customers do not receive our e-mails. Most of the time, our e-mails fall into our customers' junk mailboxes. Because of this, I wanted to know : Is there any way to solve this problem? What makes one customer receive our emails and another not? Are there any tips/tips to minimize the chances of some of our customers getting junk mail? Many thanks,

Hello Zendesk Support, Is there a current bug with the Events panel right now? My team is noticing that with some tickets, the "merge into another ticket" option isn't available anymore if the ticket status is "solved." It only appears if the status is New, Open, or Pending. Regards, Jamal

Our company serves few countries and each of them, needs a different email template. There are similar, but the differences are between IG, FB URL etc. How can change these values? 

We're planning to do a bulk update to import external end user organization information. We have a trigger in place that re-opens tickets when they are updated (for side conversations, specifically). I've noticed that when creating a new organization on a ticket, the ticket re-opens - I assume this is because ticket|organization is a ticket field, and not globally inherited from the end user. In other words, updating the end user updates from a ticket updates the ticket, but not other tickets; and that update is independent of actually submitting changes to the ticket. Am I correct there? I basically get the logic there, but if I bulk update our user records, will this result in bulk re-opening of their tickets? Am I correct that pre-existing tickets still won't have an updated organization after the update, that it will only apply on a go-forward basis?

How do I change the HTML template, specifically the footer, depending on the language spoken by the end user? Can this be done somehow with dynamic content?

I started my trial for Zendesk Support, Sell, or Suite, and immediately experienced one of the errors below: For your security, contact Zendesk Customer Support. They'll help verify your account and get you on your way.Please can you supprt me in this error.

I can attach an image on this text editor Zendesk provides. I realized that I cannot adjust the image size. The image seems to be attached to the editor with the full width of the editor.   How can I adjust the size? Sometimes our customers want to resize their images when they write requests.

Hello Tea,, Currently, we have a view of Zendesk ticket in Chrome as Ticket - Subject. Is it possible to change it to Ticket - Number? 

If we remove dropdown options, it then distorts the tickets that have used that option on less than closed. Correct me if I am wrong but re-adding those dropdowns won't help with reporting being messed up correct?

I would love some feedback on how we could better track store numbers in our tickets. Situation: We work with many retailers and track tickets across their stores. Some tickets may reference a single store number, while other tickets reference multiple store numbers. These store numbers can be for a single retailer but sometimes a single ticket will have multiple retailers and store numbers referenced. How we handle it now: We are manually tagging each ticket with a retailer abbreviation followed by the store number (ex: retailer_1234) but I'm thinking there must be a better way to handle this. Any suggestions are appreciated. 

Can you set up a type field account, add a sub-section underneath it, and add specific questions to one of the choices? In essence, I want to make a category with options under it, one of which will have particular questions that must be answered. 

Hello, I would like to be able to change the 'Description shown to end users' for the mandated Description field per ticket form. For instance, I would like Ticket Form 'X' to have the Description field read: "Please submit the details regarding 'X' here" and for Ticket Form 'Y' to read: "Please enter all data pertaining to 'Y' in the above box"I would like to accomplish this without creating a specific 'description' field for each form. I have used the Guide Admin to auto populate and hide these fields (Subject & Description)on some forms before so I assume that this is possible. Thank you in advance for any recommendations! 

Hi Team, To monitor the duration of time spent by agents on each ticket, we depend on a "time tracking app". However, we've noticed that when agents create a child ticket from a parent ticket using side conversation, the time log from the parent ticket is also duplicated onto the child ticket. This duplication is causing inaccuracies in the time log of the child tickets in explore reports. This first entry has came from the parent ticket which has logged when the child ticket gets created. Are you able to offer any guidance on how to prevent this behavior from happening again?