Support

Been trying to tackle this for a while and can't get it to work the way we want or figure it out. For an example, let's say we have a group called Network Team and it includes the agents that would help with any network related tickets. In our web form, if a user selects a field that includes anything involving Network, it will create the ticket and automatically assign that ticket to the Network Team. (Assignee - Group - Network Team) This works completely fine with our trigger routes. The issue we're running into is that we want it to set up so if someone sends an email to networkteam@company, it will also create a ticket that automatically assigns it to the Network Team group. However when we set up the same logic, the ticket is created but it is not assigned to any group, even though the action is ‘Ticket > Group’ → ‘Network Team’ Is there an exception or rule to this that doesn't make it work? Is there an alternate solution? Thank you.

Hi,  How can we use custom code to make request form fields visible or invisible for end users based on dropdown selection? 

In our organization, sometimes the CC'ed users (mostlly our internal team members who are not on zendesk) try to create a private email conversation without the customers. And if a manager with Zendesk license replies to that email, all the conversation is sent to zendesk on that thread. Now I understand that this is because one of the Zendesk support address is added to the email conversation but is it possible to prevent a public comment notification to go out to the customer if the update channel is outside of Zendesk? I don't see any such distinction in the triggers yet. I understand that We have Mail APIs but I cannot expect all our team members around the world to remember them to send email.

Hi...Am having a challenge in removing my earlier email id in Zendesk Sell. I would like all my emails to go to my new one and reflect as To address. Unfortunately,  it doesn't.  In the settings, communication channels, the old email is still present. How to remove this? I tried in edit profile and removed the old email. It still reflects in communication channel under email. Thanks.

Please forgive me if this is a stupid question. I tried looking in the knowledge base and through the community before finally posting my question that I'm hoping the community can help me with. I'm not sure if this is an SLA or some “ruling” that I have to adjust.  When we put in a ticket we have that after 48 hours we get a notification of a pending ticket. However, even if the ticket was updated we still get that notification. How do I change it to after 48 hours we get a notification of a pending ticket if the ticket was not touched or updated. Can someone please advise?

We'd like to be able to remove an agent's signature easily when sending emails that we do not want personal signatures added on. Right now, it appears the only way to do so is to manually remove the agent's signature within their profile and then paste it back once you've sent the desired email. Is that accurate? Or is there an easier way to exclude an agent's signature for specific requests? 

I'm hoping someone else has run into this before and might have a solution. Currently, if multiple tickets from the same customer are about the same topic, we have the option to merge tickets, but it would be more useful to be able to designate a ticket as a “Follow-Up” to a prior ticket, allowing agents to quickly see that this is a repeat issue. Currently, customers can generate follow-up tickets when replying to a closed ticket, or an agent can create a follow-up ticket from a closed ticket, but there is no way to create the “follow-up” linkage manually. Has anyone else run into this use case? Thanks!

It looks pretty straightforward to translate a ticket field description for end users based off the language using dynamic content: https://support.zendesk.com/hc/en-us/articles/4408883892762-Translating-ticket-fields-using-dynamic-content Is it possible though to use liquid markup (or some other method) to display a different field description to end users in the Help Center based off the form the user is filling out OR a user/org tag? I've use liquid markup/dynamic content for macros/triggers before, but any statement I create has no success. Anyone had any luck creating different field descriptions based of the form the end user is filling out or user/org tags?

Good Day!.Our application is developed on zendesk and we have implemented various components like nav_bar, ticket_editor and ticket_sidebar.Currently we have a new requirement which has to be under ticket_sidebar section.Could you please provide a clarification on, if could we create another ticket_sidebar or should the changes be done in the existing ticket_sidebar.Thanks.

Hello, What action do you take when a customer submits a new ticket within a certain number of days after their previous one was closed? Do you prioritize those tickets?  Best Regardyehotiw

I was wondering if anyone else has the need to add a URL link into a field title or description. For example, an end-user facing field on a form might be asking the customer - “have they reviewed the XXX document before completing the form?” To be able to reference/link the document for them to access would be really helpful.

My company uses Macros to send basic information to our clients. There are fields we add to these macros, but not every client has information for each field. With that being said, sometimes there are sections of the Macros that are left blank, but the email will get sent with the blank information.  Is there a way to have something check for these blanks and not let the email be sent without filling them out or taking them off?

Hello, I've seen this subject mentioned and we've tried a number of times to figure this out with no luck so far, so hoping someone here can help.  We get a bunch of alert emails from a few different systems into our helpdesk. These emails are one way and we don't have any control over the format so we just have to get them the way they come in.  What happens is we'll get a new ticket email with a ticket ID from the outside system with some details. Then we'll get any number of follow up / update emails with the external ticket ID in the subject and then finally a resolved ticket email again with the external ticket ID in the subject. Often this will be a dozen or more emails all related to the one issue.  The way it is now, each email generates a new ticket. When we have a big issue going on it can mean hundreds of tickets that are mostly noise and tough to sort though. We really need to figure out how to have follow up emails actually update the ori

Hi, Why it's not possible to remove the email thread in my last response to the customer and keep only the last sent message option when sending or response in public comment " reply without thread "   any recommendation?  

I asked this question of Support last week, got an email with a ticket link to it but the ticket doesn't exist; if I click on the link I get a 404 error and if i look in “My Activities” it doesn't show up so I'm asking it here. Is there a limit on how many organizations I can store in Zendesk Support? We currently have about 725 but we're looking to import a LOT more, in the order of 15k to 25k MORE. What sort of limits, if any, might I bump into?

Hi peeps, We are in the process of migrating to ZD from intercom. We have hundreds of macros with inline images for detailed step-by-step product instructions in Intercom. We did notice that when inline messages are included in a macro, only for emails the images will work correctly. With messaging, all images are sent as attachments and not in any particular order.  Is there any workaround other than having to change how we structure most of our macros? We are a SaaS provider and often needs to provide complex instructions using screenshots to indicate different steps. Any thoughts?  

Hi, I have a problem about CC's email notifications. In my triggers, when requester update his own ticket, i'm not sending email notification to requester. The problem is that we can't send email notification to CC only, the only available object is (Requester and CC). So my question is : Is there a solution to send an email to CC (and not requester), when requester update his own ticket ? And if not, when requester update his own ticket, is there a way to notifiy requester + CC only if ticket have 1 or more CC ? I hope you will understand my problem, English is not my native language. Thanks a lot for. Ruddy

Hello, I want to share my issue with you: I have created some views, and when I load the views page, each view's name is displayed in the views menu along with a ticket counter indicating the number of tickets within each view. The problem I'm facing is that the counter is incorrect. Sometimes it shows 0 as the counter, but when I enter the view, I can see 4 tickets, for example. Conversely, the counter may display 4 tickets, but when I access the view, there are 0 tickets. I have analyzed the view settings, and they are correct. Thank you, Regards

A while ago there was a change to Zendesk that made it so that whenever you click to set a ticket as open, pending, solved, etc, that the current ticket's tab closes and takes you onto the next tab. This is quite disruptive to our workflow, as often we have internal comments to add after supplying a public response. I haven't been able to find anywhere in the settings to prevent this from happening, however there did used to be functionality for this. Is it still possible to stop the ticket tab from closing when submitting an update?

I have a trigger that notifies a web hook defined as this:   But when I send an html email like this: <h1>This is a test message</h1><p><strong>Test 1</strong></p><table cellspacing="0" cellpadding="0" style="">    <tbody>        <tr>              <td align="left" width="auto" height="30px" style="border-collapse: collapse; background-color: #2174c2">                <a href="https://example.com/sdfsdzvxbvcgbvbvb" rel="noreferrer" target="_blank">                      <span style="color: #ffffff; white-space: nowrap; display: inline-block; padding: 0 12px;">View #652834 ›</span>                </a>              </td>        </tr> 

I am running an api that makes calls to zendesk on behalf of my customers. They give us their account ids and that's what is used in the request. We seem to be hitting API limits but not getting the expected message. The accounts aren't using the api so heavily they should hit limits. But we as an organization might be. I was wondering if we could be limited ourselves by our IP range or something.

I am looking for a way to send a notification to specific agents when an organization's open ticket count exceeds a certain amount within a specific date range.  The idea is for our Sales team to get alerts when an organization opens a high amt of tickets in a short period of time so Sales can examine the tickets and determine if  1) They are unhappy 2) Potential training opportunitiesHas anyone set something like this up or have an idea how.  Colors changing on live dashboard widgets isnt good enough since the staff has to be actively looking at the dashboard.

Bonjour, Dans mon formulaire j'ai un champ de type liste déroulante avec plusieurs choix et je voudrais qu'un avertissement s'affiche et empêche l'enregistrement du ticket si l'agent essaye de valider ce ticket avec le statut en attente mais uniquement quand certains choix de ce champ sont sélectionnés. Cordialement,Catherine 

I've been searching the KB and I guess I'm not using the correct terms to find what feature I'm looking for. We get tickets on a daily basis that we can reply to with either the same text, or a few variations of that text. Currently we have the text blocks on a Word doc and just copy/paste in the desired reply. What is/are the features in Zendesk I can use to accomplish this? Is this Macros or are there other options? What is the search term I should be using to find this? I'm seeing some AI options, but I'd rather stay manual for now until I can see how it all responds. 

Hello, We are a T-Shirt factory in Brazil and we realized that when tickets get more than 4 replies from the same agent, it usually ends on a bad user experience. The customer relation manager asked the IT to add a "popup" before sending the 5th reply on the same ticket. This popup should ask if the agent had already called the customer. If the answer is "no" the ticket reply should not be saved. We've created an app to achieve this. Here you can find the app.js file To create an APP you can follow this tutorial: https://help.zendesk.com/hc/en-us/articles/229137267 A problem we had was to find the count of replies the current user had sent on the current ticket. The way we solve it was to count the number of times the link to the current user profile appeared on the page. (Since each reply have a link to the profile :D) Another requirement was to show the phone number of the customer. In our zendesk the phone number is a ticket field. So that's what we did:var