Support

Pessoal, atualmente usamos abertura de ticket por e-mail e whatsapp.É possível criar um formulário no zendesk e publicá-lo de forma que o usuário preencha os campos e seja aberto um ticket, como se fosse por e-mail? Se sim, alguem tem um tutorial? 

リンクを一番前に入れるとリンク設定が自動で行われますがテキスト全体になってしまいます。ではなく、テキストの一部をリンクとして設定したいです。「～詳細はこちら」のようにしたいです。なにか方法はないでしょうか。javascriptでidを取得してから変更できそうでしたが開発ツールで表示されているid「id="8--hint"」（例）を参照しても取得できていないようでした。

I'm experiencing issues with the scroll bar in the side conversations panel in my Zendesk instance.As you can see in the image, I have sent messages in the history, but I can only see the last message.I also can't continue the conversation using the new message panel located at the bottom of the panel.It seems like a bug. Is there any record of an issue that might be causing this?   

A potential solution that solves for the dreaded Thank You reply that reopens a solved ticket. Due to constraints from Zendesk not allowing (at least that I can find) any editing capabilities of the standard Zendesk Reopen ticket trigger, this method does not resolve the reopen ticket metric in reporting but it does keep the ticket from appearing in views that show open/pending tickets.  This method puts the requester in control and as such they are responsible for deciding to reopen the ticket but removes the burden from the agent having to go through open tickets and close unnecessary thank you reopened tickets. Instead of the various surgical like methods that have to account for variation of the phrase thank you, this is more like closing the door when you are done and having the requester use a secret code to get back in. Essentially through triggers following the steps below, the ticket will be marked as solved by the agent, the requester will reply, the tic

We have SLAs set up in our instance for first reply and next reply, for normal and high priority tickets.  This generally works well, but some tickets (most if not all of which appear to involve side conversations) have no SLA running on them.  I can't figure out what the reason might be, but it's becoming a big issue because our views are set up to be ordered by SLA breach and this is hiding any tickets without SLAs.

I'm trying to create a macro that will auto cc in specific users triggered by a macro. We find that the user list will need to change fairly frequently. What is the most efficient and effective way to achieve setting the Requester and cc'd end users?

Hey folks,  I want to send a survey after a ticket but only if the user never recieved the same survey before. It seems there is no way to achieve this since I qould need to mark the user in a way and filter for that mark on the user (not the ticket). I dont want to send the same survey over and over if the customer has many support tickets.  Is there a solution for this?Thanks!  

Hi. So I am having issues with pasting text (may it be templates or any kind of text) into the chat/email text editor, when replying to customers. I am using an Addon for Firefox that I wrote myself. But I highly doubt it is related to the addon, but more an issue how Firefox handles text editor windows. But only on Zendesk, other form/text fields on other websites (or my own test HTML page) work fine.1. What I need to do is to click on the top left of the text editor field to paste text/templates. This is not a complete deal breaker, but surely annoying. Is there a way to work around? Maybe a Firefox specific setting of some sort? I doubt it, but maybe….Otherwise kindly treat it as a bug report. 2. When I paste text manually from the clipboard, I need to paste it with ctrl+shift+v instead of just pasting it with the regular ctrl+vOtherwise it will not paste the text as it was formatted. This is for sure someth

We have multiple ticket forms. When creating a new ticket, only one form, the default form, is visible on the drop-down. Once the new ticket is created, or an agent picks up an existing ticket, all the drop-downs are visible.It happens on various user levels, and happens randomly.I've checked all settings in the admin and am not able to find where this could be impacted. Has anyone else had this issue?

Goal: To use the data and insights from Zendesk QA to inform and streamline coaching actions, including those that happen in real-time.Analysis and Possibilities: We understand that Zendesk QA is focused on analyzing completed interactions. To bridge this analysis with live coaching, we are thinking of creating a workflow. For example, using the QA dashboards to identify an urgent training need and then using a third-party tool for the live coaching session. Our question is how to best optimize this bridge.Inquiry: Do you have any recommended best practices or integrations with other tools (e.g., screen-sharing software) to connect insights from Zendesk QA with real-time coaching sessions? Our objective is to make this process more fluid.

Hi - we have noticed that when a user “reacts” to an email notification it updates the ticket. This adds an unnecessary comment to a ticket, adds to comment reporting counts and if a ticket has been set to solved or pending it re-opens the ticket. The last two are concerning as it adversely impacts reporting (reporting of additional invalid comments and add to ticket resolution time respectively). Is there a way to ignore email reactions?

I've got a team of seven support agents. Three in the US and four in India. Currently our model has each agent taking a ticket and owning it through to completion, only handing off a ticket to the next shift when it's an urgent matter. But we're focusing on decreasing case age. So we're investigating the adoption of a quasi-swarming concept where we have one queue and any agent can take and move a ticket forward.  I'm curious to hear from other admins with similar size teams that are doing anything similar or have tried it in the past. How do you handle potential conflicting statements between agents or agents stepping on each others toes? And ensuring that no tickets are ignored without a clear owner? 

Hello,I have the following situation. I write to the customer via the head office (office@bla.de) and submits an offer. Then an employee (regine@bla.de) writes back. This means that their reply is stored as a note. However, if it says “we accept the offer,” it will no longer be visible in the rest of the email correspondence. Either I need an idea of how to convert an internal note into a public one, or emails from third parties need to be recorded as public. Zendesk's response does not help me.[https://support.zendesk.com/hc/de/articles/4408842992538#topic_lhb_c4l_fhb]". Thanks for helpRüdiger  

Six months ago I promised to write a post answering the question under the last post of the great series of Knowledge Management Roundtables (the full list is here). Today I am happy to publish this post and share the essence of my many-year Zendesk consulting experience with the Community. I would like if more people use this approach to make their Zendesk and customer support experience even better :) There are the following sections in my post: 'Approach' or 'No approach' The secret weapon Customer Lifecycle and Customer Journey(s) Customer Journey inside Zendesk   'Approach' or 'No approach' The approach I am presenting below can be used by everyone, but it is more valuable in the following cases:

Hi Zendesk Community,We saw a highly raised issue here — the need for a way to unmerge tickets in Zendesk. Once tickets are merged, users cannot undo this action, which often leads to complications due to: Accidental merges that combine unrelated requests Loss of visibility into original conversations or ticket histories Challenges in meeting data retention or GDPR requirements To address this, we’ve introduced a new Unmerge Tickets process in the GDPR Compliance app. It allows you to safely split previously merged tickets without losing important data. Each unmerged ticket retains its requester, subject, tags, ticket fields, and conversation history (including all comments and attachments), ensuring consistency

Hi!I'm a new guy at Zendesk and I have the following task (longread):GIVEN:- There is a business (nail salon) that uses Boulevard as a CRM.- Currently, communication with clients occurs through the following channels:a) Instagramb) Facebookc) Phoned) SMSe) EmailPROBLEM: Boulevard only synchronizes with SMS, Email and (probably) phone channels. In order to respond to clients through other channels (Instagram, Facebook), our administrators use a mobile phone specially designed for this purpose.MAIN GOAL: We would like to leave a single entry point for communication with our clients and for this task we chose Zendesk. In addition, we would also like to transfer the entire existing client base from Boulevard to Zendesk.MY THOUGHTS:As far as I know, it is technically possible to transfer the client database from Boulevard to Zendes

Placeholders in Zendesk are short text codes that automatically pull information from tickets, users, or organizations, for example, a customer’s name, ticket ID, or agent signature. They’re useful for personalizing automated messages, macros, and email campaigns without needing to fill in details manually.When sending mass emails, placeholders can make every message feel personal and relevant. In the Proactive Campaigns app, you can use Zendesk placeholders directly in the subject line and email body. The app replaces them with real data when the campaign is sent, so each recipient gets a customized message.Here’s a simple example:

One of the challenges many support teams face is not knowing what happens after an email is sent. You might include instructions, helpful links, or attachments, but without visibility, it’s impossible to know whether the customer actually saw your message. This uncertainty can lead to unnecessary follow-ups, delayed resolutions, and a less efficient workflow.A simple solution is the Email Tracking integration for Zendesk Support. This tool helps track email opens and link clicks, and provides a clear activity log for each ticketTracking information is available in multiple places for convenience: Seen/Unseen field and ticket tags (seen / unseen) Seen Count field Read Receipts Push notifications (optional) Ticket si

For many teams in Zendesk, sales and support often run on separate tracks. This can be a reason for creating gaps in visibility, slowing down workflows, and making it harder to maintain a unified view of the customer journey.A practical solution is to use Kanban boards to manage both tickets and deals in a single interface. Boards can be created for different workflows and switched between as needed: Support ticket management (tracking ticket progress from new to resolved) Sales pipeline tracking (monitoring deals from initial contact to closed-won) Renewals and upsells (keeping visibility on ongoing opportunities) Post-sale follow-up processes (ensuring consistent customer engagement) Each card on the board represents a t

Just wondering how we hide custom user fields from agents and end users.  We are using some that are just clutter and informational for the admins... Any ideas?

Hi all. I'm usually able to figure out just about anything on my own, but I'm struggling with this one and could use some help! If I'm using a lookup relationship field in a ticket form, I would like to create trigger that automatically populates a ticket field with an attribute from the related object. Here are some use cases: A - A user requests a piece of software. The Agent selects the application's custom object, and I want the name of the approver to be copied into the "Approver" field.  B - I have a Requested For field (this is used for when the Requester is different than the person the request is for) and it is a lookup field that points to customer records. I would like the Email address of the Requested For user to be copied into a dedicated ticket field, and would like the user ID to be copied into a hidden field.  C - Employee Onboarding. I would like the manager to be the Requester, and I would like the New Hire to

There are data retention policies due to GDPR and other privacy regulations that require organizations to manage and remove personal data after a certain period. These policies exist to protect customer privacy, reduce legal risk, and ensure that outdated or irrelevant data doesn’t accumulate in your systems.Working in Zendesk, users need a reliable way to enforce these policies without manual effort. Automated GDPR process schedules within the GDPR Compliance tool provide a clear and efficient solution.Here are the steps you need to follow: Create lists of tickets or users that meet your retention criteria — for example, tickets older than 2 years or users inactive for 18 months. Set up automated processes to delete or

There should be a scroll bar here that has since gone missing over the weekend:We have made no changes to our Zendesk instance. Have also disabled custom sidebar apps and the problem persists.  This seems to be a bug recently introduced by a Zendesk change. 

Goal: To build dashboards that reflect our specific operational KPIs, which may not be present in the standard reports.Analysis and Possibilities: The native reports offer an excellent overview. For our custom KPI needs, our current approach is to export data via CSV and process it in an external BI tool (like Power BI or Google Sheets). We also noted the existence of an API. Would using the API to feed our BI tool be the most robust and scalable alternative?Inquiry: For creating highly customized reports, is exporting data (manually or via API) to an external BI tool the workflow you would recommend? Are there any limitations in the QA data API that we should be aware of before proceeding down this path?

Hi! How can I add internal notes in bulk to a specific ticket list?