Support

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. 

Hi there,  I always get a response from customers that they receive a blank message. Could you please advise how to fix this issue? This is causing me to resend my emails and get a bad feedback rating. Thanks so much, and hope to hear from you soon. 

Hi, We have a few users who are seeing emails come back from Zendesk ticket updates but the format isn't working. Links are broken, all the comments run along. We have checked our triggers for Ticket update emails and we currently using the Zendesk built in "Email Format". We only see it with a few users but they are insisting it is a Zendesk setting or issues. Has anyone seen this happen before or have any idea why only some users would have issues receiving emails formatted properly.  

Hi, We're having an issue where customers reply to the tickets chasing us before we get a chance to see their ticket, and with the "Last Updated" sort option, a reply from a customer counts as an update. So each time they reply, the ticket goes to the end of the queue - resulting in a loop where some customers may never get a reply from us as they keep bumping their tickets to the end of the queue before we get a chance to reply to them. Is there any way to sort the tickets by the last time an agent has replied? And if an agent hasn't replied at all, to still sort them correctly without bumping them to the end of the list each time?  Many thanks.

What's the placeholder for multi-select custom fields?  Nothing seems to work from Zendesk documentation

I'll try to be as concise as possible, but it's a long story. We have customer contacts we deal with that are support groups themselves (support@company.com). In those cases, in order to keep everything neat, we will add individual emails to that requester as we become aware of them. So if an individual with that group emails us, as long as they're set up as an additional email address contact in that requester, their comment will go into the ticket. In some cases, the requester may have 20 or more email address contacts. It actually works very well for us. My problem is we have one user that the emails are not being sent to the primary email address. They're being sent to one of the secondary email address. We have confirmed this with the customer. I opened a ticket with Zendesk support, but it's been 35 days with no response/resolution (they're the worst), so I thought I would reach out to the community since I'm desperate for assistance. Here's what we've found so far: This issue h

Is there a way to create a custom field that will be displayed and editable after a case is closed?My scenario:I want to have a survey follow-up field.When we receive a bad survey I want to be able to follow up and record it in the case the result of the follow-up.It would probably be a follow-up status and a comments field.If not possible, is there any better way of doing this?Thank you in advance. 

It appears as if tickets emailed into our account are not creating tickets.  How can we trouble shoot this?

Can we get an additional option for the 'Current user' field. We have the need to perform certain triggers when the Current user is not the requester.

Is there any way to identify tickets that were previously suspended? I want to control which triggers are permitted to run on tickets that are recovered from suspension.As of a month ago, Zendesk has been consistently suspending tickets that it shouldn't. So far, all of the incorrectly suspended tickets are responses to an existing ticket. We have an auto-reply trigger setup that only fires on new tickets that are not follow-ups to a previously closed ticket. We try to minimize the number of automated responses we send out.This auto-reply trigger uses a tag to identify follow-up tickets. Unfortunately, tickets that are recovered from suspension do not inherit any tags, do not thread into the previous ticket as a reply or get marked as a follow-up to a previous ticket. Which is really frustrating.Is there a way to identify them for triggers? I don't want our auto-reply trigger to fire on recovered tickets.

I have "Email Forwarding" enabled. I want the email to then be automatically assigned to the agent who forwarded the email to the support address. Is that possible?

Hello,Is there a way to create a Zendesk ticket from an email sent to personal mailbox of an agent ? Thank you very much

Hey, I want to create a dropdown list of all our clients from Salesforce.  I will want this list to be always up to date.  I could not find how to do it. Best, Tzlil

Hi there,  I'm a Customer Support Representative for a fast-casual food chain and we use a third-party app (Lunchbox) for our online orders.  In our app, you will find a contact support button that directs you to Lunchbox Support. Most of the time, customers use this contact support button to get in touch with us regarding their online orders. Afterward, Lunchbox forwards their request to our Zendesk account and attaches a note to the request. In this process, we receive these incoming emails as tickets from Lunchbox as the requester. We only get to see the message that the customer sends Lunchbox with no additional information.    We have attempted to ask Lunchbox Support if they can automatically link our submission request form so that we receive all the information that we need, but they are not able to do so.    Does anyone know a workaround for this? Perhaps an automation that is sent to Lunchbox Support as soon as they forward a customer service ema

We have a ticket type dedicated to equipment requests that we use when new equipment is requested and also when equipment is to be replaced.  When equipment is to be replaced, there is a checkbox in our equipment request tickets that is used to indicate that there is equipment that needs to be returned as part of the process. We also have a ticket type dedicated to equipment returns, and we manually create an equipment return ticket when an equipment request is received that is requesting equipment that will be replaced.   Is there an add-on that could automatically create an equipment return ticket in this scenario, and also include information from the equipment request ticket (like staff name and phone number)? Thanks in advance!  

I am attempting to determine what values are contained in a multi select and based on that, send certain content in an email through Dynamic Content.  What is the best way to traverse the values of the Multi Select?{% case ticket.ticket_field_80818947 %}{% when 'VALUE 1' %}<p>Content for VALUE 1</p> {% when 'VALUE 2' %}<p>Content for VALUE 2</p> {% when VALUE 3' %}.... {% endcase %}            

Hi, When new tickets are raised, they fall into my queue so I then have to re-assign them. Ideally I need them to go straight to the agent. Is this something that is easy to set up?

Is it possible to have more than one agent assigned to the same ticket so that it will show on both dashboards when working together to resolve an issue with a customer?   Thanks, Becky

Hello, I'm trying to find a way for my team to be able to add on another department to a ticket however, having the new department strictly have view-only permissions on that ticket. The scenario we're looking at is, a new ticket comes in through my support department and a compliance issue is raised. How would I be able to either add in the compliance department to strictly view the ticket so they are aware of the issue, but it's still up to the support representative to solve and close the ticket on their own? What I don't want happening is the ability to completely transfer a ticket to the compliance department, therefore passing the responsibility to them, but for them to view concerns raised. Hoping to get some possible solutions!