Support

How do you set a View to filter by "from" email address of non-agents / non-admins? Filtering by Description, which limits to three characters, is a highly risky method and not all emails I want to filter have a unique 3 word phrase.

Currently the only way for us to link 2 tickets is to set 1 as problem and the other one as incident. However, problem means a defect on our side and incident means tichets has reported due to that defect. But we also want to link tickets when client asking questions about features or best practices so we can: 1. Unify our communication and solution to different clients 2. Find all related tickets and see what parts we should improve. The current way that most "Questions" ticket cannot be linked together and it is very hard for us to pull the data from a higher level to see what kinds of questions clients are asking, which blocks from delivering better service more proactively. Could you please look into this and let me know how can it can be improved? Thanks!

Hello, Is there a way where I can determine the rate of our customers who read/open our support replies in Zendesk or whether we can integrate an app who can help such as Mail chimp? I need to know if the users read our replies with date and time or last seen features :) 

Hello! I am looking for something I miss in e-mail functionality with an old CRM I jury-rigged into using as a ticket tracker system.  That system (streak) had the functionality of letting you see how many people outside your org had viewed the ticket. That is, you could see if someone had opened an e-mail much like Outlook's "open receipt" functionality. is there any way to do this? It's very helpful for seeing if tasks I have sent to other software IT teams we work with (outside our company) have been opened and viewed or are still languishing in their inboxes.

Our Web Support Team receives alerts from our IT folks. I would like to adjust our triggers so that any email from that particular email address does NOT go to our Support team, but instead is only routed to one particular team member. However, there doesn't seem to be a way to enter a "Requester" who is not on the team.

Hello, how can I assign a ticket to a group of agents that do a certain task, so that the ticket is showing up in the users list of to be done tickets?Best regards,Sebastian

How might one avoid specific tags being added automatically?   The Automatic tagging feature was turned on in our instance of Zendesk before we fully understood it. Now we have several tags like "the" and "for" that get added to tickets automatically. I found how to remove them from all open tickets, but how can I keep them from being added to new tickets?

I would like to create an email trigger that will fire 14 days after a specific date that is in a custom date field. I have the logic for my trigger figured out besides this. Currently I do not see that option within the drop down for a custom date field (outlined in red). Does anyone know of a good way to accomplish this seemingly simple task?

I need to know when an internal note is posted to me without going in to every ticket. What is the best way to do this? Do I setup a view for those internal notes? Or there some other way?

Hi there, I'm using Dynamic Content in order to support multi-language headers and footers within our template. When adding text to the Dynamic Content field, it says that placeholders can be used, but it doesn't look like they are rendering correctly. For example, the "Help Center" link text renders fine as part of the template, but it does not render in the Dynamic Content; i just spits out the text as is: {{#link 'help_center'}}{{help_center.name}}{{/link}}. How do I make it so that the placeholder renders correctly in Dynamic Content? Thx.

In the standard "Your Unsolved Tickets" view. It behaves as normal... but I want to filter out tickets that are currently On-Hold AND Contains Tag: jv_box.  These tickets, still belong to the agent but are no longer their problem, unless the customer replies back.   So, if it contains the jv_box tag and is "less than on-hold" then it should show back up in the view   Basically we have another view that contains tickets with this specific tag and on-hold for an operations person to handle.   I cannot figure out how to make sure both conditions are met.   Thanks, Matt

I know that tickets are archived after 120 days but what the heck does that mean? Does our customer service rep have access to them? If so How? If they click on a current ticket with the phone number will it bring up old tickets that are past 120 days?

When an agent reply to a ticket, in the email that the requester receives you can see the Zendesk name (aMuze Interactive/iPoster Support) in brackets after the agents name, see attached screen shot. How can I remove this and only show the agents name, or even better, modify what's shown inside the brackets? We're using the Essential plan. Regards,Christeripostersessions.com

 Hi, I am doing some macros for my team to make the work more efficient. I am using placeholders to autocomplete names or ticketID's, and that is very handy. But I have a couple of placeholders that I am not able to do (And I even don't know if possible) 1- We are working with different languages, so different websites. Every email has its own name ( Email -> edit -> Name (Optional) ). I would like to have a Macro with that name, but not able to find it.   2.- I am using the Magento app, that is connected to zendesk, and I would love to have placeholder who autocomplete with the order number of Magento. I am not be able to do that nether. Anyone knows if this is possible or we can only use the pre-created placeholders?   Thanks in advance

I inherited this Zendesk account from the previous IT director and he seems to have somehow disabled the default setting for ticket status flow. When tickets are in Pending status and a requester replies, it does not automatically change the status to Open. I cannot find any triggers or automatons that explain this. Is there a way he could have changed that default setting?

Hi! I wanted to know if there is any way that we can bulk open tickets that are related to a specific client. Say for example if Mr. A from company XYZ creates a ticket, and then Ms. B from the same company creates a ticket as well. If I currently have Mr.A's ticket open and I want to know if there are other tickets already open related to company XYZ (i.e. Ms. B's ticket), is there any way to get both open quickly?  Thank you in advance!  Nathaniel

I need to change the colour of the text on an email template trigger I have set up.  The placeholder I'm using is {{ticket.latest_public_comment_formatted}}. Rather than the agents having to change the font every time they send a reply, I want this to happen automatically via the email template I have set up. Is this possible? Seems like it would be a simple thing to do but I can't find details anywhere. 

when we chose a date in the ticket field and add that date to the description using placeholders it uses the American format, could it be changed to include the English format

Our remote management system sends an email to our zendesk ticket queue.    All of the emails come from alerts@m-------.com    I would like to revise our response systems in zendesk to NOT send an email out to our agents when these tickets come in.    Also I would like Zendesk to not send a reply email back to alerts@m--------.com      All other regular emailed tickets I would like to function as normal out of the box. How can we do this?