Support

Hi everyone! I haven't been able to find an answer to this question and I'd love to see if anyone could assist. We are trying to figure out how to hide certain Forms in the dropdown on the agent view from Light Agents. We only want to present certain Forms to Light Agents when they are creating a ticket. I've found resources on hiding Forms from the end-user view, but I haven't found anything similar about the agent view - is anyone familiar with this?

We have a use case where sometimes we need to set tickets to Pending without writing the user a message. For instance, if we ask the user to test something and the user writes back 'I'll test it and get back to you', we don't want to respond to the user again, we just want to set the ticket to Pending and wait for the user to respond. Some agents have reported that they cannot set tickets to Pending if there is no text in the Reply or Private Message field. However it does not occur for all agents. I am an admin and I can set tickets to Pending, without a message, without issues. One of the users who reported it is on Guided Mode - does it have to do with Guided Mode perhaps?  Thanks in advance for any thoughts!

Trying to create a contextual workspace so that certain macros appear when the agent takes a call or chat. It works for me when I test, but when I assume in or have an agent test, it only shows their most used,I have the conditions as tags set (which they are on the test ticket), assignee is current user, the brand is the agents brand.Any ideas?

Is is possible for me to remove "title" from the ticket field?   Thanks

Since turning on Talk we're getting a lot of empty messages where customers are apparently getting the beep to leave a message then hanging up. These are almost always 9 seconds long. I'd like to be able to auto-resolve or auto-close these types of tickets to help my team focus on tickets and calls that matter. Any ideas?

Hello,  Is it possible to modify the color of the number of tickets in a view? For example, if there are tickets in that view, make the number look red and if there are no more, change it to black.   Thanks

We want to start using Zendesk to be able to provide catered services to our high touch clients. In doing so, we would integrate "Organizations" add users that belong to that organization. However, while there is one url for all users to go and fill out the ticket form, we would like to be able to create specific page for each of our clients to link to example Monsters Inc can go to monstersinc.ourcompany.support (link) and be able to have a hub where that client can submit, manage and view their tickets. Is this currently possible via Zendesk?

We often have more than one open ticket per customer and need a way to ensure that our agents see other open tickets. Is there a way to have a pop-up or alert come up when a ticket is opened and there's another open ticket for the same customer? Ideally something with a check box that would require them to acknowledge before allowing them to proceed?

Within this past month, we are not able to see emails associated with users who chat with us. We have to ask each time what their email is. We've also noticed that some of the users have a green (certified) logo - when we hover it, we can see the email but we can't copy it or do anything with it - is this known behavior, issue or something we can fix within our setup?

Is it possible to add/show the SLA breach column in the view that is in use for the organization?So when opening an organization you can see which tickets need the first action.

Hello, If a contact replies to an agent via forwarding a notification from Zendesk, what will happen?Will this response create a new ticket or go into the original ticket? Thank you very much

I have agents in two groups representing two tiers. Both teams handle tickets and calls in their respective groups. Calls and tickets for each tier are routed to their groups. Occasionally I need a Tier 2 person to jump in and help Tier 1 with tickets, but I don't want them having to field calls from Tier 1. Has anyone set up something similar? The only things I've come up with so far are: Have the agent decline calls for Tier 1. Create a phone-only group for each tier. Anyone have any other ideas?

Hello, I was wondering if there was a rule you can set up so that if a ticket is created, it must be put in Pending status. I'm pretty sure there isn't a rule for creating a ticket where it needs to be created in this status; I know I can create a ticket and submit as New as long as an agent isn't assigned the ticket upon creation, and that if an agent is assigned upon creation, that the ticket will default to an Open status even if you submit it as New. I would just like to confirm that there aren't any rules/settings for a ZD account to require the ticket to be in a Pending status in order for it to be created. Thank you!

Hello everyone!  So something that has bothered me for quite some time now is how notifications for Side conversations work.  I want to set up a simple trigger that fires when a Side conversation is sent to an agent.  The agent should receive the notification in an e-mail with some simple information regarding the side conversation.  Isn't the above mentioned possible?   

My use case is simple - I have an end user who is associated with multiple organizations and they're a leader who wants the ability to step in and comment on tickets when needed. They have access to all tickets for their org, but they can't comment on them unless CC'd and that's requiring either the requester or assignee to do that step, and is open to human error/forgetfulness. Any way to automate this yet? I've found this feedback asking for this to be an actual configuration option, and I've also stumbled upon some messy webhook options to accomplish this. I'd prefer to get some advice that's a little newer though.

Hi All, Is there a way to prevent an agent from solving a ticket if the end-user's organization is blank. it's difficult to use explore to create any kind of tables of end-users without a organization and I think although initially annoying this would ensure agents are linking end users to their relative organisations. just a note using domains does not work for us as we are B2B and use many different customer sites contact us with the same email domain so not a quick solution to this.   

We recently received an email into our Gmail support account but it did not make it to Zendesk as a ticket. The email was forwarded by the sender into our support email. They were forwarding a complaint from one of their users who had included attachments. We have forwarding enabled so we think that is not the issue. The sender with the attachments did mention that they had gotten an error that that the attachments were to large to send. Though, the attachments were too large, wouldn't we still have received the forwarded email? Any ideas why we did not get the actual forward of the email even without the emails?

We want to set up our Zendesk so that if a specific drop-down is selected,(for example Salesforce access) a Macro is automatically added requesting the requester to get approval. (For example "this request needs approval from your manager") As an added bonus we would love it if we could create an internal giving the agent specific instructions. 

I am not able to locate what I believe should be a simple and fundamental feature.  I need to be able to create a view where the customer was the last to respond.  We do not have a staff of support that manages tickets and need to make sure we have responded to all inquiries. Appreciate any insights.

Hello, Is there a  Zendesk limitation where we cannot add a multi-select custom field type as a column in the View? They all don't appear for me when trying to add them. I am trying to filter my View with this field type. Any recommendation?   Thanks

I would like to include a field on tickets without adding it to the form. Specifically, related to the received-at reporting workaround, I'd like to use a custom field to provide this attribute. If I use a trigger to update that data point, but the field is not on the form, will it still be reportable in Explore?

Hi!I have an instance with multiple brands and Help Centers.I also have Agents(ex Academy) that sometimes use Zendesk as an End-user(contacting IT) and therefore need to be sent to the Help Center instead of the Agent-page, when looking up own tickets.  When I use {{ticket.url/link}} I always link to the Agent-page if the requester is an agent :( Is there a {{ticket.hc.link}} or something similar that makes sure the link always go to the Help Center?

Hello, I'm trying to figure out why I'm unable to use parentheses and math logic within ELIF statements. Code such as this will not work: IF XTHEN YELIF (A + B) / C = DTHEN ZENDIF While this will: IF XTHEN YELIF A + B / C = DTHEN ZENDIF   Notice how the only difference is the parentheses. Values don't really matter, neither do the math operators or comparison operators. In fact, a comparison operator isn't even needed. Naturally, this is mathematically different and will have different results. For this specific case, we know that the following statements are equivalent and thus interchangeable... (A + B) / CA / C + B / C ...so I was able to clumsily maneuver around this issue, but it still begs the question of why this is prohibited in the first place.    

We have recently upgraded to Suite Growth and turned on Messaging with Answerbot. For tickets that have been replied to after an initial response, we cant see the customer's reply unless we close the tab the tickets on, and re-open it and sometimes there is a delay. For example, We had a messaging reply come through as only notification on the top right this morning and not in the cue. As you can see in this screenshot the customer had replied. However, when I click on that, it took me to a solved ticket and no reply that I could see from the customer. Our agent Gena had replied via email and solved the ticket but I could not see any of this for quite some time.   How can I be sure our team can see replies quickly to prevent duplicating work , and they appear in the cue and not on notifications?  

Customers and suppliers are saying that the zendesk emails we send to them are empty )even though they show content at our end)