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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).

We use the "Select an Address" app but I'm finding it nearly impossible to only select an address on certain tickets. It would be much easier if I could specify a from address change with a trigger based on very specific criteria. Does anyone have any ideas?

I am looking for a way to make Error/s from ticket Event view more visible to agent/s, but it seems there is no way to do this at the moment (or there is?) This is the use case: End users can not add to CC emails which don't have an account yet. End user opens a ticket with such email as CC, email gets removed by Zendesk automatically; end user has no idea this happened, agent can only know if he/she would check Events. In Events there is: Error This user does not have permission to create new user records. The following email addresses have been removed from CC: <list_of_emails> At the moment Trigger can not be created for Event/s so I can apply a tag or post an internal note with the above error. Is there another way to go about this or would this be a feature request?

Hi everyone!!  I wonder about Trigger function of <Notify Agents>    1. How to receive email notification when ticket is assgined to a specific person - Assignee / Changed - Assignee / is not / (current user)   2. How to receive email notification when end users comment additionally - Comment is Present (public or private) - Assignee is not (current user) - Assignee is not (requester) - Assignee / Not changed - Status category / Not changed from / Solved   Q1. Is there a way to activate above Triggers per brand? Q2. What I want to achieve is for agents to get notified when the ticket is assigned. However, based on the default setting as above, there are some elements where it does not make sense. Does anyone know?  Shouldn't it be below? - Assignee / Changed - Assignee / is / (current user)?!    Please let me know if anyone knows the answer~!  

Hi All, One of our clients has recently implemented encrypted email addresses for their customers on their own portal, so that we can finally email the customers directly without the workaround of having the client's support team forwarding our messages. However, we ran into the following issue and are seeking a solution for it: The client's system doesn't accept messages from our registered email address because we also send system mails from that address. Therefore, emails from that address directly to customers are blocked.  We're already using the Zendesk App 'Select Email Sender Address' but it doesn't solve the issue at hand:  We need to be able to use a sender email address that isn't registered as an official one. Is there any way we can achieve this? Thanks!

Hello Zendesk Community! I wanted to share a recent work around I discovered relating to ticket routing when you have agents out of office who are automatically being assigned tickets. Let me explain our scenario.  We have a Customer Success Management team who works closely with our clients and is their main point of contact with the company. I have a custom field set up on the Organization records called "Customer Success Manager." This field is used in my triggers to automatically assign all cases coming from the "CSM Request" form directly to the Customer Success Manager listed on the Requester's Organization. The system works great! EXCEPT, we have always struggled with what to do when those agents are out of office. Triggers trump the Out of Office app we have installed. Deceptively, that app creates an “Agent Out?” field that appears to be enabled in triggers to use logic against. However, it only functions for the requester of the ticket for triggers and only helps with la

Hi there, Currently in my 'View' I have added a column with Next SLA breach. It's working well, and it shows 'Agent Work Time' remaining in calendar hours. Is there a way to change this view so that it displays 'Requester Wait Time'? It's weird because this old post says the opposite: https://support.zendesk.com/hc/en-us/community/posts/4411171685402-Feature-Request-Choose-to-display-the-Agent-Work-Time-SLA-value-in-Tickets-Views?input_string=Ability%20to%20display%20%27Requester%20Wait%20Time%27%20vs%20%27Agent%20Work%20Time%27%20in%20SLA%20column%20in%20view So now I am a little confused, but I think I searched everything I could search but have not been able to find an answer :-). Thanks!  

Hello, I would like to know how to have the specific add-on that shows solved tickets per agent in the team in real-time. In my previous company, when we worked on a ticket, there was a small window at the top right where we could see how many tickets were solved per agent for that day. Unfortunately, in my new company, I am not entirely sure how to display this option. Thank you

In a multibranded instance, we need the ability to set a "default brand" for our agents. We have agents occasionally add tickets from "other" brands with the wrong brand which leads to customer confusion.

It’s the oldest play in the review generation book: follow-up to a positive CSAT score with a review request.Each time you close a ticket, your customers will be asked whether they were satisfied with their support interaction. And each time they say they were, they’ll be asked to make their opinion public on platforms like Capterra, G2, etc. To prep this post, I worked with Edouard Gonet (Founder @Impli) an absolute beast when it comes to Zendesk, to make sure I’d include best practices, and set this up in the simplest possible way. It takes roughly 1h to set up, and it should transform a solid 20 – 25% of your positive CSAT ratings into public reviews.#1 Start by setting up CSATIf you already have CSAT enabled, you can skip directly to step 2 CSAT is only available starting on the Support Pro or Suite Growth plans, so if you’re on the Team plan, you’ll need to upgrade or set up your own CSAT engine.You can refer to Zendesk’s help center article for more detai

I have two separate Zendesk instances where a ticket is created in both Zendesk instances(completely two different domains). When the ticket is closed in ZendeskA instance, it is somehow closed by the person in ZendeskB instance, even though that person does not have agent access in ZendeskB.Any insight as to how Zendesk is detecting this would be appreciated. The event log only shows that the person without agent access is closing the ticket. 

Hi All, We have a setup with our orders and customer services on Zendesk. The issue I am having is people email orders and CC Customer services and visa versa. With the triggers I have set up a ticket comes in and both "received at" Customer services and order triggers are triggered. Is there a way to stop triggers on CC addresses? If not is there a way to stop triggers in a category to stop processing in the category if one is triggered?

I want my reply to look like normal emails from Zendesk. I have tried doing what this link says but its not working Setting up an unformatted email template – Zendesk help Surely I am not the only one who wants this. If anyone else ahs done this, i would appreciate some assistance

looking for a way to make my new tickets stand out more, I've seen on the new agent work space new tickets bounce to attract more attention, does anyone know a way I can do this not using workspace, or any other ideas are welcome

Is it possible for the function of sending an email to customer and when they click on reply and will be direct to reply to a specific email address. Similar to how outlook is capable of doing this?

Hello, I integrated Instagram to our Zendesk and configured the auto response. I want the auto response only to be triggered by "real" messages and not by story reactions. Instagram doesn't differentiate between normal messages and reactions. Is there any workaround that could help me?

I have info on custom fields on the organization card that is pulled into Zendesk with a SQL sync tool.   I have custom fields on a Form that I want to auto-populate when a ticket comes in from that organization. Is it possible?  

I'm wondering if it is possible to somehow show the translation of a ticket's description / first public comment (made using the Google translation feature already integrated into Agent Workspace) next to each ticket in a view?  Maybe there is an API endpoint that returns the translated version of a ticket's description (which I could then replace the ticket subject with)? The use case is this: when an agent opens a view, they may see many tickets in different languages, and will need to open each ticket to see the translation. I want the agent to be able to see the translations of all tickets in a view to quickly determine if all the customers are inquiring about the same issue (but in different languages). Any help accomplishing this would be greatly appreciated, thanks!

We have created a specific Brand for a specific group of tickets. We will have a specific group of staff employees who have edit access to the tickets with this Brand but who only have view access (including placing private comments) to other tickets. How can I make this work? 

We have an issue with some emails from us via Zendesk going to our customers' spam folders, but the behavior is very specific: The customer receives our initial auto-reply and they receive the CSAT survey at the end, but none of the Support team's attempts to communicate in between are received. This doesn't happen with every customer, but we frequently receive DSAT comments saying something like, "I got your first email and then nothing, and now you're saying my ticket is solved??" when in fact we have sent multiple public replies in between. We are using the "send email via Gmail" option. I should also note that our support email address is technically a Google Group. I'd love to know whether anyone else is having this specific issue and what you've done to resolve it. I've scoured the docs and haven't found anything that explicitly addresses this behavior.