Support

We are experiencing a number of issues around @mentions in tickets, Followers, and email notifications for all of the above consistently failing. frequently cannot @mention an agent in an internal note by name (the @mention popdown displays a loading icon, but never populates a list of agents) same issue as above when attempting to manually add an agent as a Follower if you do finally manage to manually add a follower to a ticket, that follower will randomly drop back off the ticket upon Save The only work-around I've found is to use @email@domain.com as the mention string (instead of @name). This seems to more frequently populate the tag correctly. However, even using this workaround, team members are frequently not being automatically added as a Follower and additionally, they are not receiving an email notification from the mention.

I'm using a non-Zendesk email form for customers to submit tickets. The form ensures details about the relevant product are included in the body of the email that creates a ticket. Some of those details need to get into custom tickets fields, which my agents are currently copying and pasting manually. Is there any way I can use a trigger to fill these? I know I can set a trigger action to fill my custom text field with preset content, but I'd rather fill it with whatever is in that specific predictable spot within the the ticket comments, like a placeholder.

I'm trying to create a trigger to update a ticket field when an org doesn’t exist in our system yet. I have tried following the instructions provided in this article, however I’m not seeing a “-” option for "Organization > Is". Does not selecting anything count as the same thing? Behavior I'm trying to accomplish: WHEN a ticket is created received at a certain email address AND there is no organization THEN change a ticket field.

I am going to attach a screen shot, but does anyone know how to remove this pane from a ticket view in Support. I can't remember when it changed but that hasn't always been there, can I remove the entire section?

Hi,I've red all the knowledge base about email customization, and I don't find an answer to this.   We have a few different brands, with different names.   Here is the process : - a new ticket comes in, automation starts : - with the ticket brand, it assigns the ticket to a group of agents; - an agent answers, and it looks like this : You can see that the brand is "Pioupiou By Blondie", but in the "from", it's "Moana R. (Cdlt•)"I'd like to remove the "Cdlt•", or to change it to the brand's name if possible.Thank you very much !

The Goal Our Support team is structured so that you’re spending between 40-80% of your time in the Support queue, depending on your seniority level. We wanted a way to be notified in Slack once our support queue reached a certain threshold so that individuals that weren’t scheduled to be in the queue could jump in and help out.  Prerequisites  For the specific solution I’ve outlined below, you’ll need the following: A Slack account A Zapier account on the Starter plan or above Your Zendesk API Token Instructions  Step 1 First, you’ll need a ticket view that shows the exact tickets you’d like to monitor. While you can definitely use a ticket view that already exists, you might want to create a new view entirely For instance, in my specific case, I wanted to create this threshold notification based solely on tickets that would breach their SLA target within the next 6 business hours.  Once you have the ticket view you’d like to use, be sure to take note of the Vie

Hi, My purpose is whenever the customer send message, via Messaging channel (LINE), which contains specific word e.g. urgent, the trigger will set the ticket tag e.g. urgent_request. I've tried to set the trigger but it never fired. The below image is my trigger configuration. Please suggest. Regards,Pakpoom

The Goal  Export incident tickets from a Problem ticket into CSV or Excel format which allows businesses to analyze a specific technical issue that was widespread and implement improvements for the future. Prerequisites The user who is exporting the data should be logged in to zendesk as admin/agent Online JSON to CSV converter https://json-csv.com/ Instructions  Step 1 Make an API call from the browser to list the incident tickets linked to the problem ticket https://subdomain.zendesk.com/api/v2/tickets/{problem_ticket_id}/incidents.json Note: Replace subdomain with your zendesk account name and problem ticket id. For Ex: https://acme.zendesk.com/api/v2/tickets/115/incidents.json Step 2 Once json result is loaded completely, save it on your computer using CTRL+S or CMD+S Step 3 Open the online JSON to CSV converter and upload the JSON file. JSON-CSV Converter   Step 4 Review and download the results Note: Zendesk allows a max of 100 records so if you have more t

Hello, When we search through our tickets we would like the default sorting to be on the column 'Modified'. I think it's now based on relevance. I know we can just click the column to get the desired sorting but if we could change the default sorting that would be great. Is this something we could realize within the settings?

Hello, we use a trigger to auto-reply (public comment) to all the tickets we receive, this is considered by the SLA as a first reply time, how can we skip this, and consider the actual reply (public comment) by an agent is the first reply time and calculate upon it. Another issue we are facing is that if the user sent a ticket, got the auto-reply, then added an additional comment right after it, the time is switching to "Next reply time" SLA metric, while it shouldn't be the case here since the agent did not reply yet even.

Question: How can we setup multiple brands with the same macros and business rules, but have different signatures applied to emails depending on the brand? Is this possible? Context: We have multiple brands setup, and we want to try to use the same macros, automations, and triggers for all of the brands. However, each brand needs their own unique signature. I see that there is a brand signature for each brand, but I can't find where this signature shows in emails.    Any help would be appreciated! Thank you!

Hi everyone,   Though Zendesk's default language set is in Korean, my colleauge's Zendesk language is English.   1. How can my colleague see the Zendesk language in Korean? 2. Is there a way to set preferred Zendesk lanauge? *Zendesk language here means: Languges in Zendesk admin account (Account , people, channel, workspace, etc )   Thank you for your input!

Hi,How I can change my company name and VAT number?

Does anyone do QC on the UI before rolling out new features?The macro box is occluded by the chat icon.

Hi all, I need assistance with configuring Omnichannel routing as well as setting up the trigger to route email tickets. We have a support group that specifically deals with support tickets and I need to configure the routing as we do not have the time to monitor agents and to manually assign tickets all day. I did attempt to configure earlier today but became stuck as the tag I used in the trigger did not take and I was unable to build the trigger. Thanking you in advance.

Hello, currently we use Zendesk for external ticketing only. When someone emails "support@...com" it goes straight into Zendesk fine. I'd like to set up Zendesk for internal ticketing also. I've set this up as a new organisation "internal tickets" - however how I have it so someone from within the company can simply email "internal@....com" and it feeds straight into the Internal section of Zendesk. Is this possible?

When clicking on "merge ticket", I'm getting a list of suggested options. However, to merge, I need to type the ticket number (or copy/paste it) to the Merge field. Why isn't the ticket number a button that will just merge the tickets together?  

Hi there,   We almost never submit tickets as "open," so clearing out a ticket requires two clicks each time (since the default option is "Submit as Open") We would rather "Submit as Solved" be the default. Is it possible to change the default option to save ourselves all those extra clicks?   Thanks for your help,Lizzy  

I have a macros for different kinds of emails and would like a formula which will prepopulate the date the ticket was created. For example currently my email reads - "Thank you for taking the time to get in touch with us [add date]" And I would like it to automatically insert the date the ticket was created and to read - "Thank you for taking the time to get in touch with us on the 3rd of November 2022" Please advise if this is possible.   Kind Regards, Tamara

We have a few agents with low SLA metrics. Do these ever reset? Their concern is having to dig themselves out of pretty low individual SLA's scores.    One other question: is there anything that can be done, aside from reassigning the ticket, for when agents are off for one or more days? That's destroying SLA's for us. 

Hi there For years we've been able to sort our tickets by subject.  Our business has preset subjects when users use the help function in our app and when we train people, we sort by subject so that we can have new joiners work on certain tickets to get used to them.  This week, we've been unable to sort by subject, all the other options I can sort by, but not subject.  Can someone let me know what's happened here?  Thanks

First, I apologize for putting this in the wrong topic category, I wasn't sure where it belonged! I would like to have two "closed" statuses, 1 where I close the ticket without emailing the user, and another where I close the ticket and send an automated email to the user. Is this possible? If so, I need some assistance figuring out how to do it. Thank you! Ben

I have a specific client, that requested the responses of only one member of my team. Is there any trigger where I can give this rule so every single ticket that this user creates goes directly to this member and not to other people? Appreciate any assistance about this asap, thanks ;)

Hi, guys! Could anyone please shed a light on this?   1. I don't see on-hold status as a ticket status (upon replying answers).    What could be the reason?   2. What does it mean "Submit as open" when answering the ticket? Somehow only ticket status I see is New, Open, Pending. Then, when I use "Submit as open" does that mean we are checking internally (as we need to find the information internally)?

Does anybody know why certain fields sometimes turn blue after submitting a ticket?  It doesn't do it every time and on tickets with exactly the same workflow and trigger sometimes it does, sometimes not.   From what I've been able to deduce, it's affects the fields that are filled as part of a trigger.  I haven't seen any documentation about this, so I don't know if there's a purpose for it. Thanks in advance.