Support

If you have agents who sometimes switch groups, you will run into a problem. When an agent is removed from a group, all tickets, even *solved* tickets, assigned to them under that group, immediately move and assign to the oldest group member instead. This then throws off all kinds of reporting on who solved issues. I want solved issues to update to the default group, same assignee,  so that the agent who worked them still gets credit for them. I was given a trigger path to try by Support, but it doesn't work for me, because we often have automations solve out tickets, and the trigger would require the last person to touch the ticket, to be the agent.  It also appears that this kind of ticket move does not trigger the addition of tags added to a user, so that doesn't work to try and set up a way to push them back to the right assignee, either. Does anyone have any suggested workflows for this? Doing it by hand is just not working, sometimes it's a thousand or more ti

I have a custom dropdown field that has the following format: Model - Inventory Number Example: Model1 - 141 I want to use liquid markup to keep the model number but remove the hyphen and the inventory number. I've tried various strategies, but to no avail. Does anyone have any suggestions on how to accomplish this?

We seem to have an issue where tickets added manually by agents to contact a customer (using the Add feature in the top left) are not received by the end user when sent. Or, they receive an email to login to ZD, which we do not want, nor do they need.  The requester email is being properly added and the ticket appears to have been sent, but the user, in most cases, never receives is. Is there a setting I am missing to resolve this issue? 

I have demand on create 2 views: 1 for tickets are created in the morning (from 8am-12pm) and the left in the afternoon (from 1pm-5pm). Any solution for this?

Hi, I would like to auto-transfer a ticket to a specific view based on the e-mail address that the e-mail is sent by. Can't seem to figure it out.

HiWe recently started using Zendesk.When people Email us ( to our subscription Email ) and a ticket created for this, when replying to this ticket. the requester is there but our subscription Email is always gets CCed to the reply.and if we disable CC in admin Center, both the requester and our Email vanish for replies.So every time, we have to manually remove it from CC.Can anyone help me see what I might be doing wrong in our setup?Thank you

Hi all, We have a separate system that manages student enquiries called LibAnswers. The initial email comes into our Zendesk and any responses between the librarian and student on LibAnswers will automatically generate a new ticket into Zendesk.  These tickets use the same subject title beginning with "[Email a librarian] Unable to find items". I have also verified the LibAnswers email address and added "suppress_initial_notification" to the tag. Can someone please advise how we can avoid this problem and add any correspondence between the Librarian and the student on LibAnswers to the initial Zendesk ticket? Thanks,Rox

Hi everyone, As some of you may know, Zendesk doesn't have an automatic function to merge tickets and the only way to automatically do it is through paid Apps. After putting some thought into it, I developed this is a semi-automatic method for merge tickets that I'll introduce here, using only Zendesk tools (trigger/automation) feel free to use it on your side.    Introduction It won’t merge tickets automatically but will allow you to have an alert on the tickets that need to be merged (1st picture below) and to see them in a dedicated view (allowing for quick merging of tickets before starting to work on all the other tickets - 2nd picture below).  The choice of names and tags is completely arbitrary. Here I chose “single” and “multiple”; single being the first ticket opened by the customer, and multiple being the ones that follow a single ticket while it is still active (not closed). The ticket tag will be used to display the tickets in a merge-dedicated view and to st

How do we turn off auto-responder in support?

The yellow highlighted part is the company name. How can i remove that and just stick to the title of the ticket as the subject of the email? 

Is it possible to have the macro list changed based on the ticket form? This would help with macro organization and add efficiency based on the number of macros created.

Hi All,We have a strange issue with our zendesk.Setup:Inbound tickets are collected through several hello@domain.topdomain, inbound ticket work fine. They are all google workspace accounts and connected directly to zendesk.When we reply a ticket that is received from hello@domain.nl the reply is sent to both the customer and back to the hello@domain.nl site, resulting in a ticket in the suspended ticket folder. The customer still gets the answer though, but it is pretty annoying.We do not have forwarding or anything like that set up. Does anyone have any clues of why this is the case? If you need any more information im happy to share.Best,Johan

I just tried to add a new mail address in the admin center to use them later as trigger. Although this mail seems to not existing yet, I got the error that this mail address is already used. Where can I looking for this mail address? Thanks. I've no clue why this happens and want I can do. But I need this mail address for a new trigger.

Hi Team, New to Zendesk . Hence would require some assistance on how to copy public note content to subject of ticket once a ticket is created. For eg the public note only has the content HRC0010678 . The zendesk ticket should have subject HRC0010678 ----existing subject---------.   Can this be achieved by trigger rules or Macros .   Thanks Manasa

One of the staff (Contributor role) sent an email to our internal support and noticed that the email is created as an internal comment in the ticket.I've read through some FAQ's and Community posts, but they are referring to replies (which this is not) or setting all comments to be set as private etc. None found so far seems to fit this scenario.Not sure where else to look to see why this email/first comment was created as an internal comment. Any suggestions or should I log a support ticket instead?ThanksJacques

Basically I'm trying to mimic a condition for "Tags - Contains at least one of the following - 'foobar'" but as liquid markup. Is there a way for a liquid `{% if %}` to look at ticket tags for the presence of a specific tag? I'm not finding this specific answer in docs / other posts, but piecemealing various things I'm wondering if this is it; {% if ticket.tags contains 'foobar' %}  

We have experienced that adding public comments to a ticket in Zendesk and then trying to change the ticket status with it simultaneously, doesn't update the status but results in submitting the ticket with its previous status. It causes users to receive multiple notifications since agents have to manually change the status again, after submitting their comments.  Any possibility to change that?

Hi, Is there a way to automatically add someone as CC in the submit a request form? So, whenever a user submits a ticket for a specific request type, the CC field should automatically add someone's email address by default. Can this be implemented through Javascript? Please help.

The default view of of the 'incident' tickets within a 'problem' ticket  has a limited number of fields (Status , ID, Subject, Requester, Requested, Group, Assignee).  Can that view be customized. In particular, I am looking to add 'solved' field to be able to see the solved date. In addition to being able to solve all the incidents by solving the problem ticket, we'd like to be able to solve the incidents individually and see the solved date in the view. Thank you!

Dear Zendesk team and dear community. We have a use case that I can't fulfill, and I go to this whole beautiful community to see if anyone is experiencing the same thing or if the Zendesk team has any additional workarounds.I will describe the case below (please be patient, it is long): * In my instance I have 5 brands (A, B, C, D and E), each brand represents a different company and brand A was the first to be created in the instance * The mark To the tickets of your clients enter only by form (guide activated) * In brands B and D, your customer's tickets enter only through the zendesk bot in messaging format where we have configured a transfer step to an agent (without activated guide) * Brand C, the tickets of your clients enter via form and bot in messaging format (both from zendesk) (with guide activated) * The E mark, the tickets of your clients enter via bot messaging format (with guide activated) * Each brand has a different mail and a different design that represents your busi

I file tickets on behalf of customers, but don't get assigned the tickets I create, making me the submitter, the customer the requester, and one of our support reps the assignee. Unfortunately this means I haven't been able to create a view of all tickets I've submitted because assignee and requester are conditions that wouldn't match my name, and submitter, which would match, doesn't appear to be a condition that can be specified in a view configuration: I can search for "submitter:me", but it'd be nicer if I could just have a permanent view with these results. Is there any way to create a view of tickets I've submitted?

Hi there, is it possible to compose a view based on SLAs data? In other words, is it possible to compose a view with, at least, the following fields? Ticket Ticket status Policy name Metric Metric status Target Target status

Hi, We allow our customers to forward emails to our Zendesk email to create a ticket. But the problem we have is few of our customers forward pages of email conversation which ultimately creates a long Zendesk ticket.  Is it somehow possible to truncate the forwarded emails and configure Zendesk to accept 'x' number or characters ?

Is there a way to change the email address (Channel) that outgoing notifications are sent from based upon the Form used to submit a new request? We would like a specific subset of end-users to use a Form to submit new tickets rather than emailing the address directly (because of required ticket fields). But since it comes in as a Form, the notifications go out as the default email address (Channel). I'm really hoping that can be changed, maybe with a separate Brand.?. Thanks for any help!

Hello,I've just installer the Microsoft Outlook Add-in and I'm facing the problem that ticket are automaticcaly assigned to the default group.Is there a way to modify that and be able to choose which group to assign ? Thank you very much