Support

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.  

We recently worked with a client in Zendesk to separate multiple issues on one ticket into multiple tickets. They raised a really good point: When we split a ticket, the parent ticket ends up with the wrong subject and fields. It’s hard to follow what happened initially.So, here’s what we did, and maybe it'll help others who run into the same problem.Zendesk’s default behavior when splitting a ticket: The parent ticket keeps the newest subject line and CCs set up from the moment just before the split. If you split multiple times, the original ticket gradually loses its original context. Over time, it becomes hard to understand what the original issue even was. We added logic to: Track the ticket’s full state (subject, CCs, priority, etc.) before each split. Revert the parent ticket to that state immediately after the split is done. It now works like this: If a ticket went from Subject A → B → C A split at C rolls it back to B A later split at B rolls it back to A To properly roll bac

Hello,  we are using a dropdown field for a list of all of our customers and the list grew to over 200. Is it possible when ticket is submitted, to search for the value (name of customer) by pressing the first letter of their name and be taken there? 

When a user, e.g. abc@abc.com, has an existing ticket ZD:123456, irrespective of the status of that ticket (open, pending, close, etc.), and the same user using the same email: abc@abc.com to send another request to the support address with a slightly different email subject and content. Instead of creating a new ticket for the new request, it somehow got consolidated to the existing ticket i.e. ZD:123456. Why is that and how can we avoid that from happening, apart from asking the user to use a completely different email subject each time they contact us?

We have strict response time SLAs but sometimes a ticket doesn't need a reply, Right now I have a macro “No reply needed” that when applied takes the ticket out of the policy that enforces next reply SLAs However when the customer comments again, the Next Reply SLA needs to be applied again. I have a trigger that will automatically put the ticket back into the appropriate SLA policy The problem there is that the ticket will immediately breach because the next reply sla counts from their original message (that didn't need a reply) and not this new one that does. This then throws off our SLA reports and requires a lot of manual effort to try to work out which were false sla breaches and which were legitimate breaches. Does anyone have a  better way to handle this scenario to avoid a false ticket breach?

No idea if this information is commonly known, but I couldn't find anything when I quickly looked so I figured I'd share my findings. Anytime I used the satisfaction placeholder {{satisfaction.survey_section}}, I never liked how it displayed: The section is displayed in the center, but the questions in the section are to the left, also I feel that positive should be the fist option and negative the second (and don't get me started on the fact that a neutral vote is classified as a negative… hence me only using 2 options). So, I played around to see if I can make it a little prettier, and open up the opportunity to customize how it's displayed in emails. I checked the url for the survey, the url for a positive vote, and the url for a negative vote, and noticed the only difference being the end bit having a “&rating=_” part. I did a test that turned out to be successful.  I replaced the survey section placeholder with the following:<strong>How satisfied were

Hello, We have given our customers a standard subject line that they can use to raise tickets. Something like this: Booking No. // Request Type// MM-DD-YYYY I want to extract the MM-DD-YYYY and pass that value to a custom field so that we can run SLA based on this field and prioritize case accordingly. Please point me in the right direction on how to do this, thanks!

Hi Zendesk Support Team, We are looking to set up a trigger in Zendesk that activates when the number of tickets exceeds a certain threshold. Could you please guide us on how to configure this trigger? Thanks!

 Brands A, B and C.  A and B should accept emails from external domains (customers) and generate tickets into their respective Q creating accounts as required.  It works.   Brand C is internal support only and all emails are to be from our internal domain. It seems currently, if external sender happens to send an email to Brand C address, it creates a ticket in Brand C and admin has to reassign manually (Brand C is private).  I would like to see an “if” flow that redirects external domain emails to say Brand A form/queue  (A and B have crossover support staff).  If not that, then perhaps an auto reply to redirect.  Given the sender might be a NEW end user, this will also be a good start in associating them to the correct group. Looked at a few things in trigger settings for Brand C form to only accept from our domain but didn't find anything obvious to me.   Note: auto ticket assignment business rule is checking if Brand, Form

So today I am able to auto-cc client users on tickets when tickets are created for the org that they are associated to. I do this by using a web hook in a trigger to add them as CCs. The logic is very straight forward: Ticket is created Org is ClientOrgName The problem is we have some orgs that have multiple products and the user base for each are completely different. So I have one set of people I would want to auto cc for tickets on product A, and a different set for tickets on product B. We do have a product field, but it would only be set if the users created the ticket from our help center. A lot of our tickets come from email, and we use the same email across all products (same group of agents work on product A and product B), so the system doesn't know how to set that field when coming in through email. Does anyone have any ideas on how to accomplish this?

I have done some searching and not seeming to find what I am looking for. I want to use \ in a macro to display a domain login like DOMAIN.LOCAL\Firstname.LastnameI tried DOMAIN.LOCAL\{{ticket.requester.first_name}}.{{ticket.requester.last_name}} In the ticket this displays as DOMAIN.LOCAL\{{ticket.requester.first_name}}.Lastname If I put a space after the \ it displays properly, but I have a space in there and that will cause confusion. Can this be done?

Note: comments added before August 2022 referred to the previous version of this article, when this could be achieved using targets/extensions (which were replaced with webhooks). The "Email user" action allows us to set the subject/title of the email notification to the requester. The ticket Subject doesn't change, however. Although there isn't a straightforward trigger action to modify the ticket Subject, we do have a way to achieve this with a Notify active webhook action. Here's how to do it: 1. Create a webhook to update tickets Go to Admin Center » Apps and Integrations » Webhooks and create a new webhook (under Actions, on the top-right corner). Complete the required webhook fields: Name. The name of your webhook (e.g. "Update Ticket") Endpoint URL: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json (make sure to replace 'yoursubdomain' with your own subdomain) Request method: PUT Request format: JSON Complete the Authentication method (use an adminis

Hello, good morning. My company has more than 400 active triggers, and I'd like to map all of them with their actions (for instance, a trigger that directs a ticket to a specific group). However, the Zendesk admin only gives me a list of all triggers, and to see how each of them works, I have to open them one by one. Is there a way I can automate this process or generate a report of all these triggers? Thank you.

HI Team, Greetings of the day, Currently we are using the API(Search & Tickets)  to search the user as well as ticket details and update that ticket too using HTTP call.  To make API call, we are using Basic authentication like username and password. We are planning to implement the MFA for this account for security concern. Is it possible to use this API with some sort of other authentication  without using the username or password with some sort of token. If we enable the MFA for the account, we are not able to directly use username and password.  https://--.zendesk.com/api/v2/users/search.json?query=@{variables('varUserEmailId')}https://--.zendesk.com/api/v2/tickets/ Please suggest how I can make the authentication for this API.  Please let me know incase of any more information is required from my end.

Is it possible to set the entries which have been edited due to new information or updates to bold or italic? I have search through the menus, but was unable to find it. Please let me know if this is possible. Many thanks in advance.  Dennis 

Hi all! (My first post here :) )Is there a button somewhere in a ticket or a hotkey that would allow me to consecutively jump from message to message in the conversation log?My case is: we just migrated some tickets from our old ticketing system to Zendesk. Some of the email threads are just HUGE. With that, since each email carries the last email (the usual email thing), the messages just grow bigger and bigger. So scrolling through all of this is boring/tiresome. We can of course improve a bit by using page up/down.But having a  button/hotkey to quickly jump from the beginning of a message to the beginning of the next message would be neat for the support agent dealing with a ticket with a HUGE list of messages.Thanks!

We are often getting replies to tickets that are completely unrelated to the original request. This makes managing the original issue confusing to both the end-user and our support team. Is there a streamlined method for separating a single comment out of a ticket and creating a new ticket for the unrelated request?