Support

Good Afternoon,  As part of our workflow we send out hundreds of emails via zendesk with identical subject lines using the ZendeskAPI via Zenpy. At the time I had assumed that whenever we receive a response to an email the ticket would update from New to Open, however it appears now that I was mistaken.  Is there an easy way for me to distinguish between tickets marked new with no response, and tickets marked new with a response?  Thanks for your time.

We've been using Zendesk Support for about 1 & 1/2 yrs now.  We have some custom field values that we no longer need so I am trying to identify the best practice for removing them without causing chaos in tickets and Explore. Only options available are to delete, sounds ideal so users no longer see the value.  What happens to tickets that aren't closed that have the deleted value?  How is Explore affected?   Example - If I have this list and want to remove Grapefruit, but have 10 solved tickets and 15 Open tickets with this value.

Is it possible to have the history of the side conversation kept or the option to keep? Everytime there are multiple exchanges the history from the previous discussions doesn't pass along. My team and I have to continuously copy and paste the history into our next reply so that nothing is missed... 

I have agents that will assign a ticket to themselves, and then when they finish their part of the work, they need to make it unassigned. They do not know who the next person will be to own the ticket. how can they change it to unassigned?

I needed to create a trigger to reply to any customers emailed update to tickets to notify that that all agents were away on a company event.  I set up a basic trigger as below, thinking it would do the trick.  But turns out that this didn't work.  Can someone help me with what i'm doing wrong or why the trigger didn't actuate.  I even tried copying the default "new ticket received" trigger that comes with ZD suite and amending the Ticket Is Created to Ticket Is Updated and placed this trigger at the top of the list but none seemed to make any difference.

I am facing a problem with new tickets for new agents they can’t  be shown or received by them .would like for my agents to be notified on their  Zendesk desktop of new tickets assigned to them Should work just like the "Chat" notifications. also it should automatically shown to all the agents in the chat . for now we receive the chat ticket and after that we assign it to them .is there anything we should do after creating new accounts for new agents to receive tickets normally ?  

Hi there, I'm pretty new to Zendesk Explore so, please, forgive me if I'm getting anything wrong. I'd like to focus on SLA achieved tickets KPI. Looking at its formula, (in Italian, I apologize) D_COUNT(Ticket con SLA) - D_COUNT(Ticket con SLA violati)  - SUM(Ticket con SLA attivi non violati) which means that you: start from the total number of tickets (regardless of the metrics status) subtract the number of tickets that have at least one target breach (still regardless of the metric status) subtract the number of tickets that have at least one active metric and non breached target for that metric This way you end up with the number of tickets where all metrics are completed and the relevant targets achieved. The question is: what if you have a ticket evaluated against, for example, two metrics and: one is breached (active or completed, it doesn't matter, e.g. First Reply Time) one is active / non breached (e.g. Agent Work Time) If I understood the formula, the same ticket i

Hello Community,   Is it possible to add User tags when a macro is used?   We give a product to a customer by the way of postal delivery rather than physical visit and we filter our queries based on how the customer was setup.    I know I can add tags to the ticket itself from the macro but what about the end user tags? 

I'd like to set up a trigger for when we link a Zendesk ticket to a JIRA ticket, via the two way integration.  When that linkage happens, a "jira_escalated" tag gets added to both Zendesk and JIRA tickets.  As part of that, I'd like to set up a one time automated trigger for reporting to note in one of my custom fields that the ticket has been escalated.  As of today, there is no ability to trigger "X tag has been added to tags field".  Wondering if anyone has that same use case.

Hi, I need to make macros mandatory when people are creating tickets with a specific brand - meaning that as soon as they select the brand the macro will apply and they will not be able to submit the ticket without it. I've found this thread: https://support.zendesk.com/hc/en-us/community/posts/4409222733082-Multi-Brand-Restricting-Macros-by-Brand-rather-than-Group?input_string=Macros%20dependant%20on%20ticket%20brand but it doesn't really show how this can be done - if it can be done? 

Hi Team, How to create a child ticket without any third-party application and how do we link child ticket to parent ticket.

We have automated emails that go out to people when they reset passwords or make an account change. People are sometimes replying to these emails and it is generating  a ticket, is there a trigger set up to stop this from creating a ticket, without breaking the rest of our system?

We are all new here and thought everyone submitted tickets  via email. We just found out 22% of our tickets are submitted via a ticket form. We cannot find it anywhere. Where would we find this.

Hi All,   Rather than a new ticket being created when users Escalate a ticket using the Escalation Form is there a way to update the existing ticket by adding comments, assigning to a new group etc? Morris

Right now we have it set up where people can submit tickets via email, but how can we set it up to have a form?

  Almost every other day, we receive bot customer service "tickets" from a Chinese domain (that we've already blocked through Zendesk, by the way; @qq.com). We've received very little by the way of support on this and how to effectively stop this since it began. This has been going on continuously for about a full year now and happens weekly. They still get through again, about every other, about 11-15 tickets at a time now.  

Hi Everyone, I have just started a new job and the company have just started using Zendesk - I haven't used it before and have been working my way through some of the tutorials etc. What I'm looking for is a way of showing the following information; Total Tickets - Open                       Pending                                              Solved                       New/Existing           New/Pending greater than 7 days Can anyone help on how (or even if) this is achievable and please be gentle as it's been a bit of a learning curve. Many thanks, Lee      

Hi there, I have a form where there are multiple options to choose from that you can select. When you select an option depending on that option it gets forwarded to the right email address. e.g. someone has a query about sales. it goes to sales someone has a problem about maintenance it goes to maintenance, I am unbale to locate where I can edit and change this about the form. The problem I am having is that when a certain option is being selected it is not going to the correct email address and therefore not being dealt with.  Please may someone help me with this.   Many thanks

We do have a lot of light agents and these are put on cc: on the ticket very often. When they receive a message out of Zendesk to their email account, the footer does contain some basic ticket information, like this (sorry in German): We do have the requestor (Anfrangender) however what we would need is the Organization. Would anybody know if there is a way to change the fields populated and add the organization? Thanks & best regards, Patrizia

Hi, It seems that some keyboard shortcuts stopped working since the new update (with an AZERTY keyboard). For example, in a code block, I used to use the tabulation key to reindent my code, but it's now only focusing the next element (as the browser's behaviour, and not as the code block's behaviour).Also, the "Ctrl + Suppr" / "Ctrl + Backspace" shortcuts are now only removing 1 character at the time, while it removed all the spaces (or the full word) before. Is it meant to work like this now? And if yes, are there new shortcuts? Thanking you in advance ! :)

Hello everyone Has anyone ever come across a way to find out what Views a specific ticket would show up in? When there are a large number of speicifc views,  it is possible to have created views in a way that they don't entirely cover the whole ticket population.   We can also create views where specific tickets might show up multiple times... I'm searching for any functionality that could cover off those situations by being able to either report tickets that don't appear in any Shared View - and/or for a specific ticket ID report on which views it would appear in?

I'm part of a support group and when a ticket comes in, or a customer replies then we all receive the notification email - all good. But when I reply to the customer, or make an internal comment, I receive an email notification of my own reply. This is because there's a trigger which says to email the group on all updates to tickets. But I really want a trigger that says "email everyone ELSE in the group (except the current user) on all updates to tickets"

Is it possible to enable a macro to be added as default for all comments on tickets?Or another feature that acts as a signature?I would like for:Best regards,{{ticket.assignee.first_name}}To be at the bottom of ticket replies

Is there any way to get notified in a side conversation, either via a comment or change of status, if the "parent ticket" is solved? For us there is not really a point to check the side conversation if the parent ticket has been solved already

title says it all really, when does zendesk decide to not show a ticket on the Interactions bar while viewing a ticket. me and my team were taught all Interactions would be there which is clearly not true.Is it based on the age of the ticket? How old does the ticket need to be to be removed from the Interactions bar while viewing a ticket?