Support

Hi!I am trying to create a trigger to notify me and the company's CEO when the ticket is open for 48 hours without a response from our agent's end. Can someone please help me with this? 

I need to create a trigger which adds a tag to a ticket when another Zendesk connected support email address is CC'd. I tried using the "Ticket Is Updated" trigger condition, but that did not work. I believe that "Updated" only triggers when an agent submits a ticket update, not when a ticket is updated by an outside requester comment. What trigger condition should I use to fire when a requester updates a ticket by email?  

I need help with the logic to create a trigger for an autoreply for tickets that are coming from Gleap.io. We have a Gleap-Zendesk integration for feedback/messaging via our mobile app. We also have tickets coming in from our website but those are not part of the Gleap integration. We use 2 support URLs for 2 different groups so need to make sure that the autoreply for our general Support Group does not impact the other group. Is there a way to create a trigger based on a keyword in the body of the ticket?

Is there a way to auto-route tickets based on File Types? Our case is, HAR Files have sensitive information attached and we would like to find a way to auto-detect when a ticket is submitted that has the extension .har We can detect attachments, but can we take it one step further? Support says this is not supported so I'm counting on the brilliant Dev Minds/Super Admins out there! Thank you for all your help! 

Hello my friends, how are you? I have a question, would it be possible to configure the automatic attribution of tickets that were entered by email to specialists?

Hi!I'm trying to filter new incoming tickets into an specific "view" that I created, but I can't seem to make it work, what I'm trying to retrieve are the list of new tickets by email address or customer ID if possible,I created a "field" with the customer ID's but still not working   Thank you!

Is there a way to search tickets, both the subject and the body of the conversation, for keywords?

Often times CSMs will be cc'd on client tickets and may need to add some internal comments. Is there a way to set up a view to show tickets where the current user is CC'd?  I'm having issues finding ways to help light agents organize and having a good way to get a high level view of tickets they need to be able to look at quickly.

My company's customers 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 ten tickets on their account.Is there an option or extension enabling the zip download of all tickets for a particular user? These must include comments (don't have to include internal notes, though).

Is there any place where we can paste in place holders to preview what they look like for testing purposes prior to adding them to an automation, trigger, email or any other place in zendesk?  We would like to be able to cusomize emails for CSAT and live test the output instead of having to wait an our for the survey to be pushed out. etc. By having a preview location, we can see and edit outcomes prior to adding them live. 

When we send out an email notification to the user we'd like to include the number of unsolved tickets they have to create awareness and provide urgency. A sample verbiage would be:While working on this ticket we noticed that you have (x) requests that are waiting for your reply. Please go to your My Messages to check on updates. Any suggestions on how to achieve this? Thanks!

Hi, My company is trying to set up 2 domains that we own to come in to the same ticket views but have separate reply addresses. For example, 2 websites, companyA.com and companyB.com , emails sent to info@companyA.com and info@companyB.com will pull through to the same ticket views, however when replying to the tickets the reply address will be info@companyA.com for their tickets and info@companyB.com for their tickets (instead of the same email address). Is this possible through one Zendesk environment or would we need 2 zendesk environments (one for companyA and one for companyB)

Is it possible to link a user to a ticket after it is created if they are not the requester? In this use case, the ticket is created by a third party platform using an alias as the requester and the end user's name and email as custom fields. We do not actually want the end user to see the ticket, or be notified about new comments, updates, etc. We just want to be able to link the end user to the ticket so that when you are viewing the end user and all of their associated tickets, these tickets created by the alias will show up.   I explored the use of lookup relationships but these cannot be set dynamically using triggers/automation. Any other ideas on how this could work? Thanks! DJ

Is there a way to set a ticket up so that the customer emailing in can close their own ticket rather than having my support team close them? Use case would be if a client decides to message in using their account chat portal instead of following up on the email thread. Thank you!

From what I can see you can only create triggers against tickets. Is there any way to have a trigger or other mechanism that is fired when a user record is created or suspended?  We have Zendesk connected up to Salesforce but trying to keep the Contacts in Sync is a manual process and people forget! Any sugestions?

I am finding consumer email requests in the suspended view. I have to manually move them over. How can I prevent this from happening again? 

I would like to use a placeholder as part of a tag in the add tags action of a trigger. Is this something that is possible?

We have this check box in our Zendesk sidebar but I don't know how to search for past tickets where this box was ticked. Does anyone know what the filter search criteria is for these checkboxes? Screenshot here: https://i.imgur.com/PUGkLM8.png(My image was a png and under 2MB but it still wouldn't allow me to upload it.)  

So when anyone who isn't a customer submits or forwards a ticket through email to the configured email address it sends it to a unnamed group in Zendesk we call "no man's land". This doesn't happen when a customer submits a ticket through email to the same email address just the staff members and light agents.

Hi everyone,   I'm trying to send Organization "multi-line" text field content into "Ticket" multi-line text field content. I read that this was not possible with simple triggers and that I should rather use Webhooks.The thing is, I'm only able to to make them works when I'm using "PUT"  method.With POST method, I've got the following error message : {"error":"InvalidEndpoint","description":"Not found"}   My ENDPOINT URL is the following : https://domain.zendesk.com/api/v2/tickets/{{ticket.id}}.json   The Request I launch is that one : {    "ticket": {        "custom_fields": [            {                "id": 13257384091921,                "value": "{{ticket.organization.custom_fields.important_information.title}}"            }        ]    }}   Is there anythin

Zendesk is awesome but I would like to know, how can I get all solved tickets including comments in Excel Format ? We have searched all the whole platform but not succeeded. Please let us know the way so we can download all the solved tickets with comments.

Is there a way to export tickets with all the comments?  in either csv, or json format.

When I create follow-up for a closed ticket and send a public comment, the user receives a Received request notification, instead of Comment update notification.  I assume the problem is in the conditions. I'm sending screenshots of how both notifications are set. How to update the conditions to send a Comment update notification instead Received request notification when an agent sends a public comment via a follow-up? Since I'm not able to insert images to this ticket, I'm sending a stackoverflow link to check the images. https://stackoverflow.com/questions/75519658/configuring-zendesk-notifications-for-follow-ups

Im looking to create a trigger that sends an email to my agents when a tickets comments are updated by the requester ONLY. I don’t want my agents to receive an email if the agent updates the ticket comments. I cant seem to find a condition that would isolate the requester updating the ticket (Vs the agent) so my agent is getting the email on their own updates (which I want to avoid). I saw "Agent replies" but it is not clear how i could utilize that or if it would be helpful.   Thanks

We currently have several of our company email addresses set up in Zendesk Support as external email channels. Incoming emails from customers pass through our corporate spam filter Mimecast before being forwarded into Zendesk, which is desirable. The replies from my support agents to the customers are sent out of Zendesk spoofing the company email domain. SPF and DNS are all set up and the replies look good to the customers. Now, is there a way that we can route these replies sent out from Zendesk THROUGH our Mimecast filter before they end up at the customer? This is desirable because it would give us an archival record of the whole conversation in one place (Mimecast).