Support

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?

Hello this is possible in ZENDESK to have mail notification when a new user is register to the platform, I don't find this feature

Hi,  I would like to know if there's any chance for the categories Suspended & Deleted Tickets Category can be hidden from the View Section. I don't want to delete them, I just want my team to be focused on the tickets that are really relevant.

I really need to have a view or a Slack notification whenever a requester updates my tickets. However, it doesn't seem possible to configure today. Do you have a solution please? Thanks

Hi,  Apologies if this was asked earlier. There used to be a way to automatically add internal notes when a ticket was created. For example, if someone from company xyz submits a ticket, an internal note will show up with information such as Company XYZ has been upgraded to a premium plan. Please reach out to xxxxx for more information.  I couldn't find this in Triggers or Automation  

When creating a ticket in Zendesk support the title do not go out in mail to enduser. They get "untitled ticket" even if {{ticket.title}} is in the mail title. it works when enduser creates ticket through Guide themselveves but not when agent creates an ticket. both triggers have the same criteria.

Is there a way that I can setup/send a mass email by keeping all customer emails in BCC - A notification or an announcement kind of scenario.

Triggers based on "Received at" field don't work on the updating tickets. I a customer sends ad email to the support _address1, the trigger opens the ticket on support_address1. That's ok. But if after the customer sends the same email to a different address, support_addres2 for example, the triggers don't assign the ticket to the support_address2. The ticket remains with the "Received at" field on support_address1. Can we have some way to change this behavior? Thanks Enrica

Hi, When I am going to duplicate an automation into a trigger, it doesn't offer me the option in the Trigger to choose the requestor language as 'Meet Any of the Conditions' like it does in automations. Does this mean we need to create a trigger for each language that could be an option?

 We operate a 24x7 support service for any critical issues that our customers experience and UK 9am-5:30pm for anything non-critical. Since we receive a low volume of support and an even lower volume of critical issues, we have elected to have an agent available on-call 24x7 rather than establish a shift pattern and having support agents working around the clock. In order to invoke this on-call service, we ask our customers to firstly raise a ZenDesk ticket (ensuring that we have a record and can report against it at a later date) and then to make a telephone call to our on-call agent. This means the agent is not required to monitor his/her incoming e-mails when not technically working. This process generally works, but there are times when we have seen problems. If the process fails, it tends to be because of one of the following: The customer does not know that they need to telephone the on-call agent for out of hours support, so just raises a ticket and waits. The custome

Utilizing a custom JS listener on the "New Request Page" I want to listen for my "custom field" and set the subject and description based on the selection.  I think I can access this based on the following code and a case or select statement; can anyone tell me if i'm on the correct path. custom_field_75567587.addEventListener('change', function() {       switch (custom_field_75567587.value){           case conference_room:           $('.form-field.request_subject').hide(); // Hide subject           $('.form-field.request_description').hide(); // Hide description           $('#request_subject').val('Conference Room Setup'); // autofill subject           $('#request_description').val('test description'); // autofill description      } });    

I would like to know if the inclusion of the field key is in the Zendesk backlog, to be used by the ticket creation API instead of the field id, as it is in the user creation API.

Automate sending emails to remind an end user you're waiting for them to answer, and if they never answer, close the ticket. Less manual updating for agents! Here are the three automations: And the configuration of each:   1. Pending for 2 weeks 2. Pending for additional week 3. Pending 18 (business days) and reminder 2 email sent   If they do reply, remove the tag(s) added from automations with a trigger so the process can be repeated if you set it to pending again.

Dear all, our SLA is only based on the criteria that the ticket is classed as an incident. At the same time we don't know whether it's an incident or not until we started initial diagnosis. Once we decide it's a Question, Task or Problem, we would like to remove the SLA policy from the ticket. Can I do that with a trigger or something?Best Regards,Niklas 

Placeholders are not reflecting the current time of our Admin center (PST) or the agent and since we are not using UTC - the incorrect date shows up. Is there a better placeholder we can be using? EB Daily Huddle {% capture today %}{{'now' | date:'%s' | minus: 18000 | date:'%Y-%m-%d %}}{% endcapture %}{{today}}

Hi,  I'm wondering if its possible to hide the Form Field and or the Brand Field for all agents? I use the Ticket Field Manager all the time and know how to find fields to hide them but i cant see the form or brand field under the fields section and therefore cant see the id's for these fields. Do these fields have ID numbers? where can i find them? and can they be hidden? Any help is appreciated. 

Hi! I would like to add more fields in the body email but not in ''content''. I want it in the same line as the system fields (Ticket #, Status, Requester...) Does anyone know where I can modify the setting and add it?   Thanks in advance!

Hello,I would like to modify the Ticket ID format (for example: Txxx).What's the process to follow up to do it ? Thank you very much 

Hi team, We have an issue in Chrome and Edge, which presents as follows:Users are unable to select elements in the top left corner of screen. Observe the cursor remains as a pointer, whereas a selectable element will produce a hand symbol. Opening DevTools, I can see there is an iframe with id="web-messenger-container", which appears to be a Zendesk Sunshine? addin - https://docs.smooch.io/guide/web-messenger/  Hiding this iframe in Dev Tools lets the user select things underneath that iframeHow do we permanently disable this from loading?    

I would like to include: ORDER NO. on a ticket so that the agent inputs the order the customer query pertains each time. I've added it in Fields but it doesn't show still on the ticket options.

I have tickets where the customer sends a response and their response arrive flagged as a private note (and the whole note is yellow like a private note would be).   If you have access to our account, ticket 1051 has an example of this.  

When I click Turn on Agent workspace the pop up comes up and says "agent workspace is on, Agents will get a notification to refresh there page" but nothing happens and the old ticketing setup remains.  

We have 2 departments, sometimes a customer will email the wrong department and we have to re-assign the ticket to the correct one, however, when that department replies after we've re-assigned it shows the email address as the original one it was sent to and not the agents email address, it shows the correct agent name though.  It's annoying as the customer will then reply and the reply will again come through to the wrong email address.