Support

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 QA notifications are primarily email-based and whether or not there is a way to aut

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:{ "this_ticket" : 48892, "merged_into_ticket" : " | remove: 'This request was closed and merged i

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 agent after the dispute has been resolved.

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 confusion, and make the most of the

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.   The screenshots below display what this field looks like on our Help Center, despite it being configured correctly in the Admin Center. I would love if you can fix this system error and remove the null

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.  I would love to hear about ways in which other teams may hav

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 sudden, we feel caught in the middle of a “no, you hang up” scenario. The Goal  We wanted a way to be able to

Hi, I am trying to solve an issue and I am not sure where to start. We sometimes have organizations that require special handling. We already display the customer Tier and support package in each ticket (as part of a churnzero app) but special handling are cases like:  - An organization had many issues and support needs to be extra careful with them and talk to customer success first - The customer has a specific setup so when we help them to update to the latest version, support needs to review specific notes for this customer.  -and, and and I created a field in the organization (customer requires special handling) and I was hoping we can find a way to display this field (which might have text and a URL in it) in each ticket so the support agent can easily see it.  I am open to any other suggestion on how we let a support engineer know if they work on a ticket for an org that is requiring some different steps for them to follow or material to review first before they w

I feel like I'm missing something really basic here.  We have triggers set up to do some initial classification when a new ticket comes in. I don't see a way to add an initial outgoing message to the user at that stage. If I want new tickets that meet particular criteria to get a particular acknowledgement message, where can I manage that? I can send it as a macro but I have to do that manually. I'd like to automate it. 

Currently doing flow charts to re-do all of our company forms for Zendesk. One form is for product support. In some cases, the customer may use the form, or email in about multiple products. Often if the support request is different, the team will split the ticket for each product. But sometimes product A and product B from the same company can live on the same ticket. What is everyone else doing? I'm thinking of conditions that (if it works) the user or agent can fill in the first product, but then they have a box “need to add another product?” which then opens another product filed and so on. Is this the best way to do it? Or are there others? Open to ideas.

When I bulk reply to tickets using a macro, the end result is that the formatting is removed from the text in each reply. This means that I need to manually copy in the dynamic content in order to bulk reply, which eats up time unnecessarily. Anyone else encountering this, and does anyone know if there is there something that I should be adding in the dynamic content or macro set up that would prevent this?

I've inherited Zendesk in my new role and I'm trying to clean up our set ups.  We currently have over 20 different Ticket “forms.”  I don't think many of them are being used but I wanted to use numbers.  Is there a way to run a report to see how many tickets have been created on each ticket form for a specific time period.  

I would like to update the formatting of text in a View.  Specifically, I want to change the size of the text used in the Group By headings.  Is this possible?