Support

Hi,  We recently created a Zendesk sandbox, but to my surprise, the dynamic content was not included.  I couldn't upload a full csv of the dynamic content as you need the base dynamic content entries to exist... so I would be left, trying to manually create all the content manually.Did we do something wrong with the sandbox creation? If not, What is the correct way to create dynamic content (so that it matches production) after a sandbox refresh, as we can't manually do this on every refresh.

We have an issue where we often have tickets reach closed status but the assignee failed to associate an existing organization to the user/requester on the ticket, thus the ticket isn't tied to an actual organization. As we know, modifying ticket data after a ticket is closed isn't an available option.  We have a view that we coach our staff on to visit and it's tickets that are less than closed with no organization, and they are to check this view for their tickets and the expectation is for them to update the user's organization so that the ticket ties to an organization.  However, this is still open to human error and forgetfulness. Any thoughts on how to ensure every ticket gets tied to an organization? I don't like that when reporting on our ticket data there's always going to be a bucket of tickets not tied to an org. I tried to see if there was a way to require organization upon solving a ticket, but am not finding anything.

Hi everyone~! Does anyone know how I can set up to see "Brand name" in the ticket view? There are many tickets in unassigned View, and I want to see tickets with Brand name at a glance. Any input on this please~!? Thank you!!

Hi all! Our CSMs want to be notified when some of their customers raise tickets, but not for all.   The way I felt best to do this was a flag on each organisation with a "Notify CSM", either Yes or No. I also have the CSM's email as an organisation field against each of our customers.   I want to set a trigger to add a CC on tickets where the Organisation has 'Yes' against "Notify CSM", using the CSMs email to be the CC. I can work out how to trigger the auto-adding of an email using WebHooks and tags, but not parse the CSM email through to ensure the correct CC is added.   Does anyone have any ideas of how I can achieve this?

Hi there, dear community! I have learned that orders of SLA policies are important. 'Order your policies from the most restrictive at the top to the least restrictive at the bottom'   Questions:  I have created 3 SLA policies, but each one is not related to one another. It is each department's individual SLA. (= each department's First Reply Time target differs. As it is run by different standards)   Would that still work even though SLA policies are not relevant to each other? Currently, I am using 3 brands. As long as I have set "Brand is A/B/C" in condition, would SLA work without an issue?   Any input would be appreciated! Thank you~!

Hi there, Though I have checked the following article, I am still not sure the meaning of Calendar hours. Could anyone elaborate a little bit more? https://support.zendesk.com/hc/en-us/articles/4988715884698-What-is-the-difference-between-calendar-hours-and-business-hours-conditions- [According to the above article] - Calendar hours refer to the standard calendar system. Business hours are the hours defined within your schedule in Support. - Automations using calendar hours will continuously count until the conditions are met and applied to the respective tickets.   →  So, as far as I understoond [Calendar hours] keeps counting time untill a certain criteria meets.  Let's say [First Reply Time] is set as 30mins, 1hour, 1.5 hours, 2 hours depending on thr priority. 1) In case of [Calendar hours] set: Above First Reply Time will still be applied during the weekends? 2) In case of [Business hours] set (10:00~19:00 Mon-Fri) : Above First Reply Time gets a

This was once of the requirement from my client that ticket should not get reopen if customer gives satisfaction comment or rating. After several search and try I found a solution of this and wanted to share this with other Zendesk customers.  Step 1: Create a automation rule to send satisfaction survey to your customer and in the automation action add a tag. Step 2: Now create another trigger which reopens a ticket when customer respond and add another condition in meet all the condition is tags contains none of the following and add the tag. This means ticket will only get reopen if it does not find the above tag. Once the satisfaction survey is gone ticket will not get reopen. Step 3: Last step is to create one more final trigger that will move the ticket status from solve to close once the satisfaction is received. And once the ticket is set to close it won't get reopen.   Do try it if its match with your requirement. Please share, like and comment it and let me know

Hi there!   Issue: SLA badge not appared   I have checked troubleshooting steps for SLA not appeared. However, though I have set conditions all different (different time per priorities) I still do not see SLA badges. It would mean a lot if you could help me solve my issues. (I find reaching Support Agent difficult. So, please help me here!)   Thank you millions!

Is there a default dedicated view for each agent to view their own workload only (regardless of the ticket status like open, pending, onhold)? Or that would be a custom one? If so, can some guide what would be the rules? 

We have a number of forms with > 20 fields. Navigating these fields can get overwhelming since they show up as one very long, narrow column. We have macros in place that will insert the data into comments or side conversation emails for some of our use cases. Doing this involves designing the macro text with placeholders, which is fine, but takes a lot of time to create and has high maintenance requirements. I feel like I'm trying to solve the wrong problem, but it seems like it would be helpful if there were a placeholder that could be used in a comment with all of the field titles and the tickets field values IF those fields have values or IF those fields are on that ticket form. Is this something that the Liquid markup could solve? The interface can be difficult to navigate - especially when you have multiple very similar field titles. It would also be cleaner if we could hide some of the fields (ie ones that are informational and shouldn't be updated) while still provi

How can we whitelist a system user detection?We have semi automated emails which are sent into our Zendesk instance which require action from agents but they are being suspended which is slowing down our workflow. We should be able to control what is to be suspended in our instance.

We've been using ticket sharing with a couple of our partners for a little while now (very useful!). Just ran into a problem when trying to refer to a specific ticket in a meeting - I don't know their number for the ticket, and they don't know mine. That seems to be an obvious thing that should be shared and shown as part of both of our views of the tickets, but I can't see it anywhere. Am I missing something?

Hi! I am currently having issues with a trigger not working to add a tag to child tickets created. The goal here is to be able to track the child tickets created as side conversations of a specific type of ticket apart from the parent tickets. They are two different tickets so having the tag on both tickets is not helpful. Here are the steps I've taken so far: Adding the action to add tags when using a macro to create a child ticket but the tag gets added to the parent ticket and not the child ticket that's getting created Trigger set to "Ticket" "is" "Created" + "Channel" "is" "Side Conversation" but this was not triggered to add the tag Saw that when creating a child ticket, you can have it inherit the tags of the parent ticket but that's not helpful because we want the tag to only be on the child ticket We are currently using macros to add the tags after the child ticket is created but it would be ideal to have this just be a trigger or automation to ensure that the tag will be add

I want to pin below boxes to the bottom of the ticket so the y do not move, please find screenshots atttached below. We've observed that coud be done but don't know how to change this. Thank you in advance for your help.  

Hi, We receive tickets on a regular basis that we need to extract a Reference from the body of the email to place into the ticket reply.  the reference is normally at the bottom of the initial email. Is there any way that this can be done using a macro etc. example: Ref:MSG024190018_KJQ0sA1fKP2Udvr7Zl

My Vietnamese users cannot use WiFi to access the Zendesk website. Using mobile network 4G/5G can be accessed normally. What is the reason? The web operator is FPT.VN

Hi,  I would like to create a new workflow when an agent creates a new ticket from a predefined form (visible only for agents). As the agent has to fill in the user's details - I would like to ensure no public comment is triggered along the ticket lifecycle. I noticed this article, but unfortunately, it doesn't answer our need as it changes all tickets settings Making agent comments private by default Can I force internal notes only for a specific form?

Hi ZD Support/Community, I just noticed that when we use the Forward via Email functionality in ZD, the original sender's email address does not show in the email that the recipient receives. I have attached an example below. Theresa Steiner sent an email to our CS email address, which then got forwarded to Zendesk, and a ticket was created. In the ticket, Theresa's email is behind the hyperlink of her name. I forwarded the email from Theresa Steiner to a 3rd party using the Forward via Email functionality in the ZD ticket, but the 3rd party only sees the name "Theresa Steiner" (no email address,and no hyperlink either) on the email that they received from me, thereby preventing them from being able to respond to Theresa directly because they dont have her email address! They end up responding to me, and so I then have to forward their response to Theresa myself! Is there a setting that I can modify to allow the email address information to flow through in the forwarded email? Much app

Hi, I know this has been questioned for some time but I still don't find the information that I need. Is there any way I can create view for specific timeframe? such as I want to view all tickets this month, or last month, last year? If View is not achievable, then how can I filter to get the ticket for a timeframe?

Hello, I've recently started working with a small customer support team that uses ZenDesk. They currently have a strict rule not to use the internal note function of the platform as they have had occasions where the end-user could see the notes made that were intended for agents viewing only. I have done some research on public vs private comments and it seems incredibly convoluted. We do not use organizations, light agents, or anything of that manner. It's basically set up so tickets come in, and then one of our agents picks it up and responds.  I really think this "internal note" feature would be very helpful to our process, but my support team is now afraid of it as in the past notes have been seen by end-users.  What would be the cause of an end-user seeing an internal note for an organization using the base product (no organizations, groups, light users, etc)? Is there a simple way for a support team to be absolutely certain that an internal note will not be seen by an e

I have seen an uptick in our team's feed of Spam tickets. We have been handling them on a one-off basis. Is there a way we can prevent these from coming in? 

I would like to cc contacts on a ticket without an end user being created in the process. This causes a lot of "empty" user profiles to be created with little to no information other than the email used to cc. This will disrupt automated workflows and clog up the user database within Zendesk Support. Users will be able to log into our portal without the proper authorization. Is there currently a way to stop this from happening? Any feedback would be great!  

Hey everyone. We are using a survey tool named Delighted which creates a Zendesk ticket through the API. If that survey rating is too low, a support rep/manager responds with a standard question like, "Why did you rate us low?" Then, the customer can respond.  What I'd like is a way to export these third responses as we want to know WHY they are rating us low.  OR If I could export the ticket data that contains the entire email thread, that would also work for me.  Is there any way to do this?

Hi, I have an enormous message of all text that came in an email. When I paste it into the comment box, it tells me the email is -826KB too big. What is the actual size limit on the email itself? This is causing emails that can be opened in gmail, Outlook, iMail, just fine, but that Zendesk is rejecting for being "too large" and cannot be pasted in manually. What is the cutoff? 

Hi Everyone, I am trying to find a way to create on ticket, and filling out one form, then create multiple tickets based on that one form.  We are using these tickets to communicate with customers, but also send out quote requests to vendors. When our agents get the ticket, the form is already filled out with part information, etc. and I want to be able to send quotes using the ticket fields to several different vendors at the same time, but not on the same ticket. This way I can easily set up automations to ask that vendor follow ups/tracking etc. I have seen the parent child ticket, but it doesnt seem to bring the already filled out form over. I want to automate that process. Currently, side conversations are being used, but I want to avoid it. Any suggestions, or any apps anyone uses that can help with this?