Support

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?

Hi Community!If a customer emails Support and CCs other people, and then one of those CC’d people replies separately without the customer on the thread, the customer (original requester) will still receive the reply in Zendesk.For example, if customer John emails support@example.com and CCs michael@example.com and engineering@example.com, a ticket will be created in Zendesk. Then, if Michael goes directly to Gmail, removes the customer from the thread in Gmail, and sends an email (which he intends to reach only Support and Engineering - which is why he removed the customer), the customer still receives Michael's email because they are considered the original requester linked to that ticket in Zendesk.If Michael removes the customer from the thread in his own Gmail account, we want only the people who are still CC'd to receive the email, not the customer. Is there a way around this?

I've searched for this and found some similar threads, but I can't quite find what I'm looking for. We have a submit a request form for customers who can't find the answer to their questions. At the moment it's just a form of fields without any introduction text - which would be very handy to set the scene of what our support function can/can't help with. Is there a way of adding some wording/links below the "Submit a request" header, and before the form fields? Thanks

I've been asked to create an escalation workflow to send a critical alert notification to our IT Team. I will be looking for certain keywords like “Network error”, “not working”, etc. I've got that part. I need to identify these issue types repeated during a certain time period. If these conditions are met, I would execute a notification sending a message to our IT Team. For example if we receive 10 network errors within an hour, I would send the notification to IT. My challenge is how to keep track of these occurrences with specific thresholds and believe that I would execute an automation since it is time-based. Any recommendations on how to have a counter to see if these conditions exists, if so take the appropriate action. If not, reset the counter back to zero. I've been analyzing on the best practice how to approach this workflow. Any help would be greatly appreciated. Thank you!

I thought this one would be super obvious, but I can't seem to find an appropriate trigger from the drop down. Use case: whenever an existing ticket is updated with a new message from the requester (not from any of the agents) it triggers a Slack message into a channel to notify an agent that they should check the new response in Zendesk.  What I've tried so far: Assignee | is | [agent's name]Ticket status | Changed to | OpenUpdated via | is | Web formUpdated via | is | Email But this does not work. Also, it doesn't matter if the customer updates the ticket via email or any other method, I just want the update itself to be the trigger.Any ideas?

Hello everyone, I'm new on Zendesk and I want to "format" the description shown to end users. This is what I have : This is the format I want :    I don't know if it's clear but I want a line break between each parts.   Tell me if you need more informations and have a good week-end   Regards, Loïc Bouvet  

As an admin, I would like to require fields when agents are submitting tickets that match when an end user submits the same ticket. ie. If required for end users to submit a ticket then they should be required for an agent to submit the ticket. How do I enforce required fields when agents submit tickets? I recently had an agent test a form and they used their agent email to do so. When testing as an anonymous user all required fields threw errors when they were not selected as expected.  The field requirement is at the field level, there are no conditions to override the requirement. When they put their email in the email field using an incognito window (they weren't logged in) they were able to submit the form without completing any fields beside the description field. I have been able to replicate the error for both agents and light agents. To some extent this may be a corner case when it comes to external forms. However, when it comes to internal forms this

In order to prevent customer from submitting tickets to your support after they have churned , ZD suggested this KB article https://support.zendesk.com/hc/en-us/articles/4408886840986-Setting-your-allowlist-and-blocklist-to-control-email-support-requests.One of the stakeholder had question that the manual blocklist might not be scalable and what if we have hundreds of domain to the blacklisted , are there any automations ZD can suggest to handle this query. Thanks 

We've seen a recent uptick in SPAM emails to our Support channels.I was wondering if anyone had any Trigger/Automation suggestions to prevent an incoming email/chat that contains certain words.Specifically I want to:1. NOT REPLY to the incoming email if certain word(s) are in the subject or body of the email. (so the person sending the SPAM doesn't keep trying)2. Automatically mark it as SPAM or delete the ticket.3. Be easy to modify later as new words need to be addedI thought about creating a ticket trigger that is at the TOP of the list (since they are processed in order) that looks for NEW tickets only that include these custom words.Has anyone else been able to accomplish this effectively?

Does anyone have an interesting way to detect multiple tickets from a customer in Triggers? I am looking to satisfy a request that if a customer has emailed us again in X days since a ticket was closed, can we do something different with that ticket.

Was wondering if anyone had a good way of setting up views so that tickets are only visible when the assigned schedule is in business hours? We are planning to have multiple schedules set-up for different international time zones and would ideally not like to rely on our agents constantly checking international clocks to confirm if they should be working on a ticket or not. I had been planning to set-up views dependant on whether the ticket was updated within business hours and them then being sent to either an in or out of hours view - however tickets would then remain in the out of hours view when their schedules change to in business hours. I'm hoping someone might have some advice on an automation I can set-up that would switch a ticket from the out of hours view to the in hours view when their schedule changes! Thanks.

We are trying to send a webhook event in which a webhook is triggered  when a ticket moves to closed or resolved status. In the webhook event data we would like to include the tickets last comment from an agent (or even include an additional field that indicates what type of user the last comment was sent from. E.g. support agent, or the requester for example. Is this possible.  My attempt to do this is doing the following in the body of the webhook ```{  "ticket_id":"{{ticket.id}}",  "ticket_subject":"{{ticket.title}}",  "ticket_status":"{{ticket.status}}",  "last_agent_response":"{{ticket.latest_public_comment}}",  "closed_at":"{{ticket.updated_at}}"}``` Esentially I want to store in by backend service when a zendesk ticket is closed or resolved, what was the last comment left by a zendesk admin or agent that was visible to the end user / requester

Hello, When I create a public reply to a new ticket in Zendesk Support, an 11-character alphanumeric text string, with a dash after the 6th character, enclosed by brackets is appended to the end of the email in the requester's inbox. It doesn't appear in my Zendesk support ticket, only in the end user's email. This text doesn't appear in Channels > Email, HTML template, but is inserted after the  {{content}} <div> tag, before the close of the <body> tag, within its own <span> tag. What is the purpose of this text? View in requester's Gmail inbox: View of the email, with cursor highlighting:

Any ideas on this one folks please? One of our when viewing a standard ticket is being met with the following error message: We have checked their profile and all seems to be in order Image below: Any Ideas greatly appreciated, Thanks all, Kevin.   

I'm using Zendesk Suite. I tried to set up a view that would contain tickets with breached SLA targets. Here are the settings: However, this doesn't seem to work as 0 tickets are shown in this view. Explore report says I have 10 tickets with breached SLAs for the past month. Yet, they are not displayed in the view. Has anyone encountered such a problem? Do you have any tips on where I'm missing things?

Hi there,  I have a challenge out there for anyone who is savvy with Webhooks and Liquid Markup. We'd like to have a webhook extract an 8-digit number from the tickets subject and paste it in a custom ticket field when a ticket is created. The value will always be 8-digits and always be between two slashes, i.e.  “/12345678/”For example, if the subject of the ticket is: "Test Ticket Example /12345678/ New Request", then we want “12345678” to populate in a custom field when the ticket is created. I feel like this is possible with a webhook, but not sure exactly how to set it up. Thanks! Rich

We're trying to parse the Zendesk JSON ticket export file that we downloaded from the admin center.  The documentation article Why is my full JSON export not a valid JSON?, says the following:“While the file is not a valid JSON, each line within the file is valid JSON…” And later says… “Copy and paste the result into a JSON Validator, such as jsonlint.com, to see the format of the data.” Also, the export documentation says that the JSON export file has each line starting with…“{"ticket":{"id":....}}” …but we actually see… “{"url":"https://xxxxxx.zendesk.com/api/v2/tickets/12345.json","id":12345,” …which makes us think that something is wrong in the export file from our account. Additionally, when using tools like jsonlint.com, for many lines of the NDJSON exported file, I'm getting errors.  For example, I'm getting an error…Error: Parse error on line 1:...26T15:34:48.000Z"}},{"id":41234567889,"-----------------------^Expecting 'STRING', got

Zendesk does not provide a built-in feature to export large volumes of data across multiple users, tickets, or organizations. This creates challenges for teams that need to manage frequent data subject requests, conduct internal audits, or archive data for account offboarding and compliance purposes.To solve this, we’ve introduced Bulk Retrieval—a powerful new add-on available in the GDPR Compliance app. It enables you to efficiently export extensive datasets from Zendesk in just a few clicks.With Bulk Retrieval, you can: Export data related to lists of users, tickets, or organizations Choose your preferred file format: CSV or HTML Save significant time when processing multiple requests or large-scale exports If you have any questions or feedback, feel free to leave it in the comments.

I use Zendesk for work. The “help” button now covers the Apply Macro section by default. To close it, I have to keep opening and closing it. How can I permanently close this? it is a truly painful annoyance. 

Hi Zendesk Team, I’d like to request an enhancement to the ticket comment display in Zendesk. Currently, comments are shown in chronological order (oldest to newest), which makes it cumbersome to scroll to the bottom for the latest updates, especially in long discussions. Would it be possible to add an option to display the most recent comments at the top of the thread? This would significantly improve usability for agents who manage high-volume or long-running tickets. Is this functionality something that's on your roadmap? I’d appreciate any updates you can share. Thank you,Sabine 

Hi! We have two different ticket types (not a system field) and two different email addresses in our settings. It works fine when a ticket request is sent by email to the different email addresses but when entered by the portal its just the default email that is set to "from". How can we change it to be different when adding diffrent values in our "Ticket type" field?   Can we add the "Via" value on a created ticket some how (I guess this is what changes the from address, right?).   Best regards   // Mia 

I have a Trigger setup to take tickets where a specific Macro was used and set a Due Date field to a number of days later.  We have tickets toggle back to open when the Due Date is Today's Date.Our customers are all businesses though, is there a way to set it to a number of Business Days from now? Basically the same option as below but "Set to a number of Business Days days from now" instead.If not the only thing I can think to do is make our automation that opens the ticket to only set them to Open on a business day. 

When a customer emails in, their email subject becomes the ticket title. I'd like to copy that Ticket Subject into a custom field when the ticket is created. I've tried writing “Subject” and {ticket.subject} but neither reference the ticket subject. Picture included:

  Hi How do I change the column widths please? I need all of these columns. I need to see all of them at the same time, so having a scroll along the bottom of the screen is not acceptable. When viewing this on my laptop screen, the text is only about 3mm tall!    Thanks in advance  ;)

Hi - We have multiple macros with a subject line written as part of the triggers/actions such as this one.Set subject > [Subject line we set] When we send out proactive tickets using any of these macros, it doesn't follow the subject line we set in the macro's trigger/actions, instead, it shows the first few sentences of the email body. The same thing happens when we freehand an email and set a subject in the Subject field prior to sending the email. Anyone who can help me figure it out? We've gotten feedback from customers who said our emails are confusing, I think this is the reason why.