Support

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?

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