Support

If you want to create professional, branded emails in Zendesk without working with HTML, there’s an easy way to do it.There’s an intuitive drag-and-drop template builder inside the Proactive Campaigns app that lets you design your own layouts, add your logo, choose colors, and structure content visually. You can also maintain a library of templates within the app, including both your custom designs and free, ready-to-use templates, so you can reuse or modify them for future campaigns.Some common types of email templates you can create: Newsletters: keep customers updated w

Support agents often share helpful links with customers, for example, a knowledge base article, a setup guide, or a form. However, without visibility into link activity, it’s difficult to know if those resources were actually used.Link tracking provides this visibility by showing when a customer clicks a link inside an email. This can help agents understand engagement levels and adjust their communication accordingly, for example, following up when a link hasn’t been opened or refining how information is shared.In Zendesk Support, this can be achieved through an integration such as Email Tracking, which records link clicks and displays them directly in the ticket view. It allows agents to: confirm whether customers interacted with shared conte

Hey team,Bit of a weird one – we’ve got an end user who emails us daily, but every message just keeps landing in the same ticket instead of opening a new one. The subject line stays the same, but the user says they’re sending fresh emails (not hitting reply). Each day Zendesk just reopens that same ticket. Looking at the raw email source, the messages are coming through Office 365 with Crossware in the mix, so I’m guessing the headers are making Zendesk think it’s all one thread. Has anyone else seen this happen? Is there a way to make sure each new email from them spins up a brand new ticket (without asking the end user to add #new_ticket every time)?

I am an administrator in an account with Support Professional. When I try to install the Guru app from the Marketplace, it always shows me the public screen with “Sign up” instead of the “Get set up” option. If I try the direct URL https://processmaker.zendesk.com/admin/marketplace/apps/install?app_id=97760, it displays the message “Nothing to see here.” I need you to verify whether the Zendesk Marketplace is enabled for my instance and whether my account has permission to install applications.

When sending support, sales, or marketing emails through Zendesk, it’s often hard to know which version will deliver the best results. To help with that, we’ve introduced A/B testing in the Proactive Campaigns app.This new feature allows you to test two variations of an email on a portion of your audience and track which version performs better based on your selected success metric. Once the results are in, you can analyze the winning version and apply the insights to future campaigns.The flow: Split your audience into A and B groups Set different subject lines or create two versions of your email Choose your success metric: open rate, click rate, or number of replies Monitor the results in real time a

Hi, I am trying to do an OR search in zendesk and cannot seem to get full list of tickets.  I need to search for a numerical value that may or may not have a letter attached to it. Can someone help with the syntax to get a complete list of tickets containing this information? Example :  search for tickets containing 123456 OR C123456.  

Observation: We have identified two main limitations in the notification system: a) Notifications appear to be sent exclusively via email, which presents a challenge for our BPO assistants who do not have corporate email addresses. b) We have not found a setting that automatically notifies a team leader when one of their agents receives a new review or evaluation. Analysis: The documentation indicates that users can manage their own notification preferences (email or Slack). However, there is no evidence of an alternative notification system that does not rely on an email address. Additionally, manager-facing features seem to focus on dashboards and analytics rather than proactive notifications for specific events concerning their direct reports, such as receiving a review. This requires managers to actively check the platform to stay updated. Request: We would like to validate whether Zendesk Q

Hello,We are cutting over from Freshdesk to Zendesk next Tuesday morning (3/11) and our compliance team asked me if end-users will be able to upload mp4 type files (videos/video clips); my answer is yes, a user can upload and attach a video to the ticket form but there's a max file size limit of 50 MB, correct? Our compliance team regularly requires users provide video(s) of a person violating policy and these videos in general are big.  Is it on Zendesk's product team's radar to give clients the flexibility to manage ticket storage? 

I've only dipped my toes in Liquid Markup a few times - so this may be a bit of a newb question. Problem Statement: We are facing a challenging scenario with our JIRA integration - when we merge a ticket in Zendesk that has an open incident in JIRA, we want to send a notification to JIRA via webhook with the new Zendesk ticket id.  We've built a trigger that fires on the comment text “This request was closed and merged into request” The action is simply a notify by > active webook with the following body: { "this_ticket" : {{ticket.id}}, "merged_into_ticket" : "{{ {{ticket_latest_comment.value}} | remove: 'This request was closed and merged into request #' }}", "JIRA ID" : "JIRA ID"} (Note: I get that this only partially does what I need it to do, but taking babysteps here) When I review the webhook activity I see the following:

I clicked the apps portion of the context panel once to check the features.  Now every ZD ticket I open automatically opens the apps portion vs the customer information.   Is there a way to default that back to Customer Information when opening a ticket?

Observation: We have not located a feature that allows an agent to submit a "re-rebuttal" following the reviewer's decision on an initial dispute. Analysis: The documented dispute process allows an agent to challenge a review, which can then be accepted or rejected by a reviewer or escalated to a manager. However, the workflow appears to conclude at this stage. In our operation, the possibility of a re-rebuttal is a crucial step to ensure full clarification, allowing the agent to counter-argue the final decision and ensuring all perspectives are considered before the case is closed. We could not find an option to reopen a dispute or add subsequent comments that would reactivate the flow. Request: Could you please confirm if Zendesk QA features a single-loop dispute flow? We would like to know if there is a feature we have not located that would permit an additional round of feedback from the age

I've checked the triggers, had end users check their SPAM folders and filters, and I can't figure out why some users aren't receiving our responses. Some users are seeing the responses without issue, but a large portion are complaining that our department never responded to their tickets. I'm certain this is some setting I'm overlooking, but it is strange that it's only affecting some users and not all. There seems to be no pattern or possible cause, either. Any suggestions would be appreciated!

When creating a new ticket on the webpage there is no way to type in a description. There is just a blank box there that has no cursor to type in a description. I am logged in as an agent. This is a standard field so I am not sure why it isn't automatically working. I know at some point this used to work, but I have not opened a new ticket myself in a while.

We really appreciate the new Zendesk Workspaces feature, it’s fantastic being able to customise our workspace to suit our business needs and help our team work more efficiently. However, when we create a new ticket, it still defaults to the original workspace instead of the customised one we’ve set up. From what I’ve read, this is the expected behaviour for now. This does mean that when we start a new ticket, the team can feel confused or slowed down because the layout isn’t the one they’re now accustomed to using. If we’ve invested time in building a workspace that’s right for our processes, it would make sense for all tickets, including new ones, to open there by default. This small improvement would really help our team maintain a smooth, consistent workflow. It would be really helpful if Zendesk could add an option to set a default workspace for new tickets. This could be set globally, by group, or per agent. It would save time, reduce confusio

We have a customer that we email with regularly and they work out of Salesforce for their communications. For a long time, their replies to our tickets would not thread properly due to the RFC standard that Zendesk uses, as noted here. The customer made updates to their Salesforce environment to resolve the problem and the issue now works just fine. We recently implemented Side Conversations and communicate via email with them. However, the replies to our side conversations are not threaded there but are creating brand new tickets (very annoying!) But the replies to tickets still thread without issue. Is there a way to resolve this? We did not expect the threading logic to differ between tickets and side conversations. 

Our SLA policy (next reply time) isn't triggering in circumstances where we merge tickets or a customer emails us from a different address (flagged comments). In reality, these are public responses, but Zendesk views the flagged comments as private notes, and I'm assuming it's not registering the merge as a public comment. Since the SLA is based on the customer's public replies, I can see how these two situations won't trigger it. Is there a workaround to this? 

We're getting “Message not sent” every time we try to send a message so the user has to tap twice the send button for it to actually get sent. Not connection related as it's stable. The issue is reproducible across multiple products, different geographic locations. Zendesk version 1.2.0

We have several ticket forms available to meet the needs of our business, and these same forms are available on our Help Center instance. Even though we have required certain ticket fields to be filled out (that are configured correctly), there is an issue in that '-' (essentially a null field) is an acceptable and submittable option, which allows you to bypass the requirement to select an actual ticket field that was configured in the back-end. The screenshots below show how the drop-down is configured in the Admin Center. Of note, even when a default value is selected, the null value '-' still shows up in the Help Center. Also, the preview from the Admin Center of what the ticket field will look like is misleading, because it doesn't show a null option as it does in production.

Does anyone know if there is a way to display Organization information directly in the ticket workspace? I am looking for something similar to the User essentials card / Customer context to display Organization notes + custom fields. I want it to be easily seen and available to agents. I have seen several workarounds, including making an internal comment via API call or having a trigger copy organizational fields to the ticket. However, I think it would be great if we had something similar to the customer context card . 

We recently switched to Zendesk. And most of it is a really great experience. But one thing I still do not really understand:My in-app notification center is always empty.I do not even know how to name these. These are not browser notifications. These are something like in-app-notifications.1. What is the official name for these notifications?2. Why are they always empty? I do have updates on my tickets and I would like to open the ticketing homepage and see updates there. Instead I see updates down here (which is nice and good on its own but isn't what I'm searching for):

Hi everyone,I'm wondering if there is a way to search for all the new tickets with the following conditions:New ticketsSpecific GroupVoicemail ticketsVoicemail lenghtSo far I know how to do until the 3rd point, the search would be status:new group:example-group  Voicemail fromHowever, is there a way to include in the search the length of the voicemail, so I can seacrh for only voicemail of 1 or 2 seconds long?Thanks for the help,Rick

Observation: We have not identified a way to configure maximum deadlines for actions such as an agent disputing a review or for a review to be marked as "seen" by the agent. Analysis: We actively searched for settings that would allow us to establish time-based rules for the QA process stages. The documentation explains how to perform disputes and how review time is measured, but it does not offer options to define and automate deadline controls for these actions. The absence of this functionality makes it difficult to manage internal Service Level Agreements (SLAs) for our QA process. Request: Is it possible to configure deadlines for the review, feedback, and dispute stages in Zendesk QA? If not, is there a recommended workaround for managing these timelines?

In the parent form, there should be an option to select the ‘respective group’ (which already exists) and a ‘Description section’ so that side conversations are created automatically instead of needing to raise them separately. This will save time and improve the ticketing system, allowing agents to process tickets more quickly.

Ask: What methods do you employ to improve email ticket triaging based on product (or other ticket properties) when using a shared email address that covers multiple multiple products? Context: Many of our customer still utilize email regularly to contact support. We mostly use separate brands and email addresses for each of our products. However, we have two product groups for which we did not want to require users to juggle multiple product-specific email addresses, so those groups use a shared email address for multiple products.  We want to improve our ability to automate triaging of these email tickets by product. We currently employ a few very limited keyword based triggers and an entity detection field, but there is a lot of overlap in terminology between some of these products. Our other challenge is that our users and orgs are not currently clean enough to route based on a user or org field. 

The Problem  We found ourselves breaching on SLA tickets in which we wouldn’t consider to be a true breach. For example, let’s consider the following scenario: Customer writes into Support Support confirms it’s a bug & escalates it to engineering Support lets the customer know we’ll be back in touch by EOD Friday with an update Customer responds and simply says “thank you,” triggering the Next Response SLA target Since the customer didn’t ask any additional questions and we’ve already communicated clear next steps, the customer isn’t actually expecting a response back from us immediately, yet the Next Response SLA Target is. We could send a public response back to the customer that says something similar to “Of course! We’ll be back in touch shortly.” But what happens when the customer responds back to that email with yet another “Thank you” message? All of a s