Support

I have a simple view looking at Category is Support, Status is not solved, Status is not closed Hours since Open Calendar hours greater then 720 hours.  Tickets can meet any of these conditions to appear in the view: Status is new, open, pending, on hold; I find however that there are tickets not showing up in the view that fit the requirements.  What am I missing?    I did some more research and found there is a difference between created date and open date.  can someone tell me the difference between hours since open and hours since created? 

Hi,  I'm new to zendesk and wanted to create a button that users could click that would add the text string "Escalate" to the comments and save it. I have a trigger that watches for this and kicks off internal process that with escalate the ticket.    Any advice would be great!!  

Hello,    I have currently an issue with Zendesk Workflow.  I have notifications from a third party application which are redirected to Zendesk. The issue is the notifications is from the app and they make a reply to that leads to my client.  I want this type of ticket to be linked to the app user, i created, and not the client.    How can i do it ?   Best regards Julien 

Is there a placeholder or a way to get the current comment in a Trigger? Additionally, a way to determine if there is a comment? End goal; include the current public comment in an email if there is one, otherwise just other details from the ticket. What I don't want is whatever the last public comment was (might not be relevant). There is the condition to see if a comment is present and viewable by the requester, but the only operator choice is "IS", there isn't a "IS NOT" option. So I'm left trying to figure this out with Liquid markup and a placeholder/output field.

We are unable to sort email tickets by subject this morning.  Is this a bug or new expected behavior? 

Hi, We are using Zendesk Support for Email. Here is your scenario, 1) Customer email the business, and one agent gets the ticket and replies 2) The customer replies to the agent's reply, and the ticket is automatically assigned to the previous agent who replied Is it possible to configure it such that when the customer replies, it would not assign the ticket to any agent?  Because we have a pool of agents who can help reply.   Thanks, Sunny

I'd like to setup a Trigger that sends an email to someone not associated with the ticket (requester) and not an agent, is that possible? It seems like the "Email user" action can only email contacts associated with tickets (requester / CC's) or agents...

We cannot use the triggers to set values to a ticket field if the field is a text field. However, if the field is a dropdown menu, then the trigger can set the values. May I know if this is not possible to set ticket field via Triggers if the field is a text input? 

Hey everyone, I am trying to set up some metrics and analytics. My numbers are skewed because we get a lot of notification emails in our ticketing systems when something fails or has an error.  We then merge those tickets into ongoing tickets, which is good, but, it marks them as solved. So when I go do my reporting for avg ticket solves for each employee, some are skewed because they are the first to merge tickets, and in turn get more "solved" numbers toward their contributions.  Is there a way to stop merged tickets from being marked as solved?

Hello, For the past 2 days, my Zendesk hotkeys CTRL+ALT+M which I have bound to my Razer Naga Trinity side panel buttons have not been working. I've tried manually entering the hotkeys via keyboard and there's no response whatsoever. Here's an example - I am pressing CTRL+ALT+M to access the macro menu (no response), CTRL+ALT+N (desired response) and CTRL+ALT+, (desired response): https://www.screencast.com/t/MTk4ipqRg2 I'm not sure what could be causing this but any insight and help would be appreciated. Thank you.  

Hi, I have a situation whereby we receive an automated ticket that states: "if another such ticket comes in within 5 mins [of the 1st ticket], urgent action must be taken, otherwise if not: the priority can be reduced." It'll always be the same organisation so is there any way the first ticket can be marked / tagged that if another ticket is received within this 5 minute period then a specific action is triggered, e.g. Email agents? It this within the scope of triggers and automations or is there a different way to possibly set this up?   Many Thanks Helen

W e're trying to add a notification or a little sentence, that when a customer opens a ticket, it shows information about that particular customer (for example, "this one has 1 hour support per week" or "this one has unlimited support but only remotely")   is that something possible to create? even a popup to the agents when they enter the ticket for the first time. we of course are willing to pay for addons, I just didn't find any that fit that need.  Tried to use the warn_me tag with no success.  Would really appreciate some help.

Hi How do you setup prefix to incident and problems for example have a prefix of INC for Incident and PRI for problem at the moment in ZD it just shows a number    

Hi, I would like to know if it's possible to completely white label our Zendesk please, including our own brand, design, logo, etc.. and how to do it if possible. And that for both internal and external use (so Zendesk support for agents and public comments for customers). Thx, regards.

Hello, we added in an external address and got everything validated and tickets are being created from emails sent to a specific address. I created a trigger to assign the ticket based on Received at and that works fine. We created some custom ticket fields and I was wondering if it were possible to inject at least the email address into this field automatically as part of a trigger. Any help at all would be great, thank you!

I need an SLA that can stop and run according to the group, what metrics should I use?

Hello,I create a custom field "Due date" How to make it mandatory ((or better, make it appear and mandatory) when submitting ticket with "On hold" status. Thank you

Hi, Has anyone ever found a solution to pre-fill a greeting at the start of a ticket automatically (beyond selecting a macro), for example: "Hi Bob, Thanks for getting in touch." Thanks for any ideas!

Hello, Is Zendesk able to take supplied information in email and create a support ticket? For example, customer sends email to our support team, I want a ticket to be created with the supplied information in email. Can Zendesk somehow pull Name, Date, PO#, and problem they are having if we use specific keywords in email? Thanks

I would like to take a piece of content from a customer's initial message and add it to a custom user field we have. Here's a breakdown of what I'm trying to do: When a message arrives, it always includes the following at the bottom of the ticket: ------------------------------------------------- Player ID: xxxxxxxxxxxxx Device Info: iPhone OS 8.4.1 iPad4,1 ------------------------------------------------- We then also have a field we created called "Player ID". What I would like to happen is when a ticket is first received/opened/responded to (whatever's easiest), the "xxxxxxxxxxxxx" (well, the actual number), after the words "Player ID: ", from the body of the message be automatically entered into the Player ID field. Is this type of thing possible at all?  Is there an app that does this? Thank you in advance!

I am shooting for the stars here....  I would like to know if there is any possibility to extract the email body per ticket in Zendesk or if there is an app that can do that? Our business type is complex and we have multiple brands (almost 200) and sometimes we get request for specifics (eg. network issue, sim card not working, etc). Technically, this can be resolved by creating tags but as I mentioned we have 200 brands with different categories (technology, apparel, home and office, etc) and creating tags is just out of the question.  Currently, the team is doing this manually and I would like to make our lives easier if this can be extracted with little manual work on our end.  Any workaround you can suggest will be highly appreciated!              

Hello,Using support address to create ticket, I would like certain email sent to this support address not to create ticket depending on words contained in the mail subject.Is there way to realize it ?   Thank you very much, 

Hi community,  Each month I have a list of customers (=organization within our ZenDesk Support instance; list available in Excel or *.csv) that need to be contacted to schedule the visit of our field technician.  I would like to create a ticket for each organization that needs to be contacted. All those tickets should be assigned to a specific group.  The agents of the group shall take ownership of the generated tickets, find out the specific contact of the organisation whom to get in contact with to organize the appointment and get in contact with that contact to propose three options for scheduling the visit of which the customer shall confirm one.  How might that be possible to raise tickets for an organization but without a specific contact for that organization?  Looking forward for your suggestions how to solve that task with a lean, smart and quick to operate process.  Best regards.  Richard 

Hi all, We have an issue in our business whereby the email address for tickets is support@domain. The problem is, that our gsuite has default groups such as "All Users" that people within the business use, and that the support email address cannot be removed from.  The problem we have is that when an internal team member emails all@domain a ticket is created because "support" is part of that.  Im looking for a way to suppress the ticket creation by detecting when all@domain is one of the cc's but i can't seem to find a way.  The only way i can currently seem to do it is to suppress the ticket based on the organisation being our internal company, but that removes a planned future use for our business to use the platform for internal tickets also. Any advise?

How can I natively preview an attachment send by a customer in a ticket? Having to download every attachment slows down the workflow immensely.