Support

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?

unknown what separator to use; semicolon, comma, blank do not work

Hi Team,   Post the March 2023 update, we are not seeing some of the custom fields, JIRA ID, Type etc. in the support tickets.   However, in the Admin settings, the custom fields are active.  Can you suggest if there is a change post the update and how we can get these back enabled in the ticket.   Thank you!

In the emails we send out using zendesk, we have content that require us to maintain the extra spaces between words. e.g. "A B C" (3 spaces between B and C) However, the content appears as "A B C" with 2 spaces between B and C removed. How can we maintain the spaces? I have tried using css "white-space:pre" and replacing spaces to   but they get rendered as text.

We will soon be partnering as a re-seller for another application. My organisation will be providing level 1 support however we will need to triage more complex issues directly to our partner vendor. The partner also leverages Zendesk. We are looking for a way to auto-sync tickets so that our customers only have to deal with 1 ticket. Essentially the workflow we are looking for is: Customer logs ticket with us - Ticket A If we need our partner to resolve the issue, they need a ticket (Ticket B) in their instance of Zendesk Customer should only be communicating with us and/or the partner via Ticket A, both tickets A & B need to be updated with the same updates When issue is resolved both Ticket A and Ticket B need to set to solved. 

Hi, Long story short – we need to forward tickets received at a specific channel (a specific e-mail address to be precise) to a group of agents.  I have tried to google it and also tried it myself in Zendesk using automations. I am unable to make it work.  In addition to that, I would like for this specific group to only be able to have access to these tickets. Is there a way to do this?

Dear All, I have set zendesk as English as default language in Admin center however i receive automatic replies with German. Does anyone kindly teach me how to change the language into English for email?

Hi Everyone, Is there a way to set a trigger for Notify requester and CCs of comment update, with the placeholder to be set in a Rich format that includes all comments most recent first and including attachements?  Currently from what I see it looks like if you set it to be {{ticket.latest_comment_rich}} it wont include the email thread, when I remove the setting Latest it doesn't work at all.  

I'd like to be able to scan through multiple tickets at once to see themes, and want to include a column that has the original question asked by a customer in this view. How do I do that? I see it on hover, but would like all surfaced at this level. Thanks

Users email in and a ticket is logged to the service desk queue. The status is open. Before the ticket is assigned / I would like to make some fields mandatory/ Any ideas? Thanks      

I have created a trigger where I'd like to route inbound tickets to a specific group based on the email. This is working fine, however when I try to manually reassign the ticket to another group, I'm unable to do so.  The trigger condition is as follow: Conditions: Received at Is email address Actions: Group is x Please let me know where I need to change so I can manually move tickets to another group

Last week Zendesk introduced a new feature, which would allow agents to see the customer external ID in the user/customer context panel. (there was also a green verified logo right next to it) This was actually a really useful feature as it allowed us to make the external ID which is important for our agents, more visible to agents. Is there any reason why the feature was removed, and are there any plans to bring it back?

Prior to yesterday's (March 14, 2022) enhancements, if an image was attached to any ticket in Zendesk Support, we could copy and paste it (full-size) into any other ticket. (This is helpful when providing a client with step-by-step instructions, because the image can be input into those instructions, as opposed to our client having to open attachments and connect them to the instructions.) We use this feature for macros as well - to insert an image at the end of our tickets that provide our clients with useful information (for example, if we're offering a particular new service or if we need them to complete a survey). Beginning yesterday, images can no longer be pasted into tickets. Why? How do we reverse this? We do not like this "enhancement". It's causing us to have to re-work our entire support process.

Hello! I found this old topic about deleting tags, but it's been closed and I wanted to follow up after two years: is there any plan to implement a function to completely delete tags from the system? That would be a big improvement. Thank you very much!

Hello, My company encountered an issue last week where tickets were being created in ZenDesk when two distribution groups were being mailed at the same time.  These are Office 365 mailing groups.  And it only happens when both are mailed and not one or the other alone. We looked through both distribution groups, and none of the addresses in it is our support address for ZenDesk.  And none of the emails in the distribution groups forwards to that address either.  I looked at the ticket history in ZenDesk, and it shows the ticket as having been created from an email that got sent directly to the support address. We have no idea why it could be happening.  Has anybody experienced something like this before?

Hey there, I have a webform for new hires where managers can fill out to submit a ticket. One of the fields is a text field for them to enter the email address of the new hire. We are getting requests where it is just the new hires name rather than the email.  Is there some code that I can add that will make this field require a certain format? ie. @domain.com Thank you!

I can not longer see titles in the tabs, instead I see the ticket # and a name which doesn't tell me anything that the tab is for because I don't memorize tasks by their associated 6 digit task numbers and some people are on multiple tickets so it is not a unique identifier. If I mouse over the tabs I can of then see the description but this takes a lot of extra time when you are doing it 100 times a day for up to 10 dabs.  How can I get the task description showing on the tabs again?

Hi, We are noticing when copying text and pasting them into the Internal Note or Public Reply field, some text will automatically be italic. This happens when we Ctrl+V or right-click to display the context menu and click on Paste as Plain text. If you copy and paste the following as plain text into the internal field: rft.epage=1191&rft.volume=20&rft_id=info:doi/10.1111/resp.12620&rfr_id=info:sid/wiley&rft.jtitle=Respirology&rft.genre=article&rft.issue=8&url_ver=Z39.88-2004&rft.date=2015&rft.spage=1182& The following two lines of text will become italics:rft_id=info:doi/10.1111/resp.12620&rfr_id=info:sid/wiley& Can you please advise how we could prevent this from happening? This also happens when you copy it from Windows NotePad and NotePad++. Thanks,Rox

My organization has an issue with scammers emailing support with just a single word. Like just saying the word "Refund" with no additional context. Trying to set up a trigger, it doesn't look like I can filter these based on an exact match, I can only do "at least" a word or string, as seen below: Of course, I can't filter out that string or word as real users would definitely use it. I also tried filtering out other 'strings' of characters where I just tried filtering out the use of any other letters but that didn't seem to do anything: Does anyone have a suggestion on how I could filter these?  Also, I have tried looking at many other ways of filtering but there is no common domain or location etc. these tickets seem to be coming from. Captcha also doesn't work for our situation. Thanks for any help here 

Hi, I need to trigger email content based on the number of Beneficiary selected.  For example If beneficiary ===1 then email content should have 1 Primary beneficiary Primary Beneficiary:    {{ticket.ticket_field_12417539333143}}. - {{ticket.ticket_field_12417498387863}}% If beneficiary ===2 then email content should have  Primary beneficiary and Contingent beneficiary. Primary Beneficiary:    {{ticket.ticket_field_12417539333143}}. - {{ticket.ticket_field_12417498387863}}% [Contingent Beneficiary:]    {{ticket.ticket_field_12417508088215}} - {{ticket.ticket_field_12417499000087}}% and so on. So my question is how to add if else or Switch condition in the trigger email  body?

Hi, Is it possible to catch when a Knowledge Capture event has happened on a ticket (URL linked / etc.) and apply a tag when this happens?

I'm looking to send the requester's language to another app as the corresponding language code, i.e. instead of French, I will send fr. However, the following liquid markup sends fr each time, regardless of the language preference set. How can I correct this behavior? "requester_language":"{% if {{ticket.requester.language}}% == 'français (France)'%} fr {% elsif {{ticket.requester.language}}% == 'Deutsch' %} de {% else %} en-us {% endif %}",

The customers of my company sometimes request the data subject access request (DSAR) when they close their accounts with us. To complete these requests, at the moment we have to download each ticket as a pdf separately, which proves to be a strenuous task if the customer has more than 10 tickets on their account. I was wondering if there was an option or extension that would enable the zip download of all tickets for a particular user? These have to include comments (don't have to include internal notes, though). I'll appreciate any help.

I have a use cases , which I am looking to solve in existing Zendesk functionality. Here is premise for case: We own several commercial warehouses across the country. Each warehouse we can refer to as ‘Site’. We as company are responsible for maintenance of these site and own equipment’s such as machinery , facilities, security cameras etc installed on respective site. These sites will be leased to different organization eg:  Cosmos, ABHub, Tindlers, etc . One organization can lease one or multiple sites. Each site will have a Site_admin , these users are part of organization leasing site, and are there to provide oversight and report issue related to equipment or facilities to My company. My company have a set of agents ,who will receive the request/issue and triage it. Or create a ticket on behalf of the site_admin. Each Site have different equipment assigned with different model , each has its own identifier like a barcode or unique label.     We are looking to crea