Support

Hey folks,  I want to send a survey after a ticket but only if the user never recieved the same survey before. It seems there is no way to achieve this since I qould need to mark the user in a way and filter for that mark on the user (not the ticket). I dont want to send the same survey over and over if the customer has many support tickets.  Is there a solution for this?Thanks!  

Hi. So I am having issues with pasting text (may it be templates or any kind of text) into the chat/email text editor, when replying to customers. I am using an Addon for Firefox that I wrote myself. But I highly doubt it is related to the addon, but more an issue how Firefox handles text editor windows. But only on Zendesk, other form/text fields on other websites (or my own test HTML page) work fine.1. What I need to do is to click on the top left of the text editor field to paste text/templates. This is not a complete deal breaker, but surely annoying. Is there a way to work around? Maybe a Firefox specific setting of some sort? I doubt it, but maybe….Otherwise kindly treat it as a bug report. 2. When I paste text manually from the clipboard, I need to paste it with ctrl+shift+v instead of just pasting it with the regular ctrl+vOtherwise it will not paste the text as it was formatted. This is for sure something Zendesk related. I would be glad for any h

We have multiple ticket forms. When creating a new ticket, only one form, the default form, is visible on the drop-down. Once the new ticket is created, or an agent picks up an existing ticket, all the drop-downs are visible.It happens on various user levels, and happens randomly.I've checked all settings in the admin and am not able to find where this could be impacted. Has anyone else had this issue?

Goal: To use the data and insights from Zendesk QA to inform and streamline coaching actions, including those that happen in real-time.Analysis and Possibilities: We understand that Zendesk QA is focused on analyzing completed interactions. To bridge this analysis with live coaching, we are thinking of creating a workflow. For example, using the QA dashboards to identify an urgent training need and then using a third-party tool for the live coaching session. Our question is how to best optimize this bridge.Inquiry: Do you have any recommended best practices or integrations with other tools (e.g., screen-sharing software) to connect insights from Zendesk QA with real-time coaching sessions? Our objective is to make this process more fluid.

Hi - we have noticed that when a user “reacts” to an email notification it updates the ticket. This adds an unnecessary comment to a ticket, adds to comment reporting counts and if a ticket has been set to solved or pending it re-opens the ticket. The last two are concerning as it adversely impacts reporting (reporting of additional invalid comments and add to ticket resolution time respectively). Is there a way to ignore email reactions?

I've got a team of seven support agents. Three in the US and four in India. Currently our model has each agent taking a ticket and owning it through to completion, only handing off a ticket to the next shift when it's an urgent matter. But we're focusing on decreasing case age. So we're investigating the adoption of a quasi-swarming concept where we have one queue and any agent can take and move a ticket forward.  I'm curious to hear from other admins with similar size teams that are doing anything similar or have tried it in the past. How do you handle potential conflicting statements between agents or agents stepping on each others toes? And ensuring that no tickets are ignored without a clear owner? 

Hello,I have the following situation. I write to the customer via the head office (office@bla.de) and submits an offer. Then an employee (regine@bla.de) writes back. This means that their reply is stored as a note. However, if it says “we accept the offer,” it will no longer be visible in the rest of the email correspondence. Either I need an idea of how to convert an internal note into a public one, or emails from third parties need to be recorded as public. Zendesk's response does not help me.[https://support.zendesk.com/hc/de/articles/4408842992538#topic_lhb_c4l_fhb]". Thanks for helpRüdiger  

Six months ago I promised to write a post answering the question under the last post of the great series of Knowledge Management Roundtables (the full list is here). Today I am happy to publish this post and share the essence of my many-year Zendesk consulting experience with the Community. I would like if more people use this approach to make their Zendesk and customer support experience even better :) There are the following sections in my post: 'Approach' or 'No approach' The secret weapon Customer Lifecycle and Customer Journey(s) Customer Journey inside Zendesk   'Approach' or 'No approach' The approach I am presenting below can be used by everyone, but it is more valuable in the following cases: Initial setup of Zendesk – when you have to organize your fresh-started support instance right and systematically from the very beginning; Scaling existing Zendesk setup – when you have to reorganize/optimize your mature and 'complicated' support environment.   In both cas

Hi Zendesk Community,We saw a highly raised issue here — the need for a way to unmerge tickets in Zendesk. Once tickets are merged, users cannot undo this action, which often leads to complications due to: Accidental merges that combine unrelated requests Loss of visibility into original conversations or ticket histories Challenges in meeting data retention or GDPR requirements To address this, we’ve introduced a new Unmerge Tickets process in the GDPR Compliance app. It allows you to safely split previously merged tickets without losing important data. Each unmerged ticket retains its requester, subject, tags, ticket fields, and conversation history (including all comments and attachments), ensuring consistency and data integrity.The process is available for unmerging individual tickets or for bulk processing of multiple merged tickets.This feature was developed in direct response to community feedback, so you can test the unmerge process and share your thoughts or

Hi!I'm a new guy at Zendesk and I have the following task (longread):GIVEN:- There is a business (nail salon) that uses Boulevard as a CRM.- Currently, communication with clients occurs through the following channels:a) Instagramb) Facebookc) Phoned) SMSe) EmailPROBLEM: Boulevard only synchronizes with SMS, Email and (probably) phone channels. In order to respond to clients through other channels (Instagram, Facebook), our administrators use a mobile phone specially designed for this purpose.MAIN GOAL: We would like to leave a single entry point for communication with our clients and for this task we chose Zendesk. In addition, we would also like to transfer the entire existing client base from Boulevard to Zendesk.MY THOUGHTS:As far as I know, it is technically possible to transfer the client database from Boulevard to Zendesk. In this case, we will have a client database with all their data (phone, email, first name, last name) in Zendesk. By the default all these clients will be wit

Placeholders in Zendesk are short text codes that automatically pull information from tickets, users, or organizations, for example, a customer’s name, ticket ID, or agent signature. They’re useful for personalizing automated messages, macros, and email campaigns without needing to fill in details manually.When sending mass emails, placeholders can make every message feel personal and relevant. In the Proactive Campaigns app, you can use Zendesk placeholders directly in the subject line and email body. The app replaces them with real data when the campaign is sent, so each recipient gets a customized message.Here’s a simple example:And here’s how it appears to your customers when they receive the email:Zendesk placeholders are fully supported in Proactive Campaigns, meaning you can use the same syntax and structure as in Zendesk Support. This makes it easy to stay consistent with your existing workflows while sending personalized bulk emails.

One of the challenges many support teams face is not knowing what happens after an email is sent. You might include instructions, helpful links, or attachments, but without visibility, it’s impossible to know whether the customer actually saw your message. This uncertainty can lead to unnecessary follow-ups, delayed resolutions, and a less efficient workflow.A simple solution is the Email Tracking integration for Zendesk Support. This tool helps track email opens and link clicks, and provides a clear activity log for each ticketTracking information is available in multiple places for convenience: Seen/Unseen field and ticket tags (seen / unseen) Seen Count field Read Receipts Push notifications (optional) Ticket sidebar In-app full statistics and mail track reports Beyond visibility, the app can also help improve responses. It analyzes customer activity and suggests the best times to send follow-ups, helping increase reply rates and overall engagement.Using Email Tracking, support team

For many teams in Zendesk, sales and support often run on separate tracks. This can be a reason for creating gaps in visibility, slowing down workflows, and making it harder to maintain a unified view of the customer journey.A practical solution is to use Kanban boards to manage both tickets and deals in a single interface. Boards can be created for different workflows and switched between as needed: Support ticket management (tracking ticket progress from new to resolved) Sales pipeline tracking (monitoring deals from initial contact to closed-won) Renewals and upsells (keeping visibility on ongoing opportunities) Post-sale follow-up processes (ensuring consistent customer engagement) Each card on the board represents a ticket or deal and can be moved across stages with drag-and-drop. Views are fully customizable, allowing team members to focus on what’s most relevant to their work while keeping all activities in a single, visual workspace.Do you think this approach could be useful fo

Just wondering how we hide custom user fields from agents and end users.  We are using some that are just clutter and informational for the admins... Any ideas?

Hi all. I'm usually able to figure out just about anything on my own, but I'm struggling with this one and could use some help! If I'm using a lookup relationship field in a ticket form, I would like to create trigger that automatically populates a ticket field with an attribute from the related object. Here are some use cases: A - A user requests a piece of software. The Agent selects the application's custom object, and I want the name of the approver to be copied into the "Approver" field.  B - I have a Requested For field (this is used for when the Requester is different than the person the request is for) and it is a lookup field that points to customer records. I would like the Email address of the Requested For user to be copied into a dedicated ticket field, and would like the user ID to be copied into a hidden field.  C - Employee Onboarding. I would like the manager to be the Requester, and I would like the New Hire to be a lookup field that links to a customer reco

There are data retention policies due to GDPR and other privacy regulations that require organizations to manage and remove personal data after a certain period. These policies exist to protect customer privacy, reduce legal risk, and ensure that outdated or irrelevant data doesn’t accumulate in your systems.Working in Zendesk, users need a reliable way to enforce these policies without manual effort. Automated GDPR process schedules within the GDPR Compliance tool provide a clear and efficient solution.Here are the steps you need to follow: Create lists of tickets or users that meet your retention criteria — for example, tickets older than 2 years or users inactive for 18 months. Set up automated processes to delete or anonymize these lists on a recurring schedule, such as daily, weekly, monthly, or yearly. Activate the automation so it runs consistently without manual effort. If you need more detailed guidance, you can visit this page.Using this approach ensures that retention polici

There should be a scroll bar here that has since gone missing over the weekend:We have made no changes to our Zendesk instance. Have also disabled custom sidebar apps and the problem persists.  This seems to be a bug recently introduced by a Zendesk change. 

Goal: To build dashboards that reflect our specific operational KPIs, which may not be present in the standard reports.Analysis and Possibilities: The native reports offer an excellent overview. For our custom KPI needs, our current approach is to export data via CSV and process it in an external BI tool (like Power BI or Google Sheets). We also noted the existence of an API. Would using the API to feed our BI tool be the most robust and scalable alternative?Inquiry: For creating highly customized reports, is exporting data (manually or via API) to an external BI tool the workflow you would recommend? Are there any limitations in the QA data API that we should be aware of before proceeding down this path?

Hi! How can I add internal notes in bulk to a specific ticket list?

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 with your latest news or content Announcements: share important updates, changes, or releases Reminders: appointment or task reminders for customers Promotions: special offers, discounts, or campaigns Onboarding emails: guide new customers or users through setup or features Follow-ups: check in after support interactions or campaigns If you want to see it in action, here’s a video overview of the template builder.

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 content, identify cases that may require additional clarification, and evaluate which links or resources are most effective.

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 and see the better-performing version A/B testing is built directly into the Proactive Campaigns workflow, so everything happens right inside Zendesk.It’s a simple way to improve the performance of your email campaigns and make data-backed decisions for better engagement.

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.