Support

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 

Hi there! Do you have really kind customers who reply just to say "thanks"? This is great, but it creates more work / clicks for agents, and can impact reporting on agent handle times / time to resolution. Here's a tip to address that. It's not a perfect solution (the ticket still reopens, then immediately re-solves), but hopefully it helps until the decade-old feature request is addressed natively. One day. I believe 🤞 Okay, here's the idea. If any of this sounds complicated because webhooks and API, don't worry! We'll break it down step by step, and please feel free to comment with any questions. When a Solved ticket is replied to from the requester, and their comment includes "thank", "thanks", "merci" or any translations/variants you want, we are going to trigger an action to notify the "Update Many" bulk tickets endpoint. No, we aren't bulk updating multiple tickets. This endpoint can be used for a single ticket. It's useful for its "additional_tags" property that the regular up

I am not able to copy a bill from prior month to current month, make changes and save the changes

I need help figuring out if something is possible for Ticket Submissions.  Scenario:We have a large client base, and each organization may have up to 30 employees. They all need access to our knowledgebase. However, only specific end users at the organization should have access to submit tickets. The number of people is too large to manage manually via the allowed list. We have considered sharing the ticketing form links. However, this will not keep users from forwarding the links to people who should not submit tickets. Does anyone have suggestions on how to handle this?

Hello!I'm trying to fill a custom field with the same text of a Private Comment that contains a specific word.I've tried setting up a trigger and using a dynamic field like {{ticket.latest_comment_html}} to fill the custom field, but that didn't work.Any solution or workaround?

Dear Zendesk Product Team, We would like to share our suggestions for enhancing the customizable Dashboard for Agents. Now we have next criterias in dashboard: Open Tickets (current) Ticket Statistics (this week) Satisfaction Statistics (60 days)   We would like to propose adding additional criteria to enhance our dashboard: Solved and Closed Tickets for Today: It would be ideal if agents could select the date and status category directly within the dashboard. KPI for Agents (Daily/Monthly): If feasible, KPIs should be managed by supervisors or admins, allowing them to assign them directly to individual agents or groups. Alternatively, consider implementing a customizable dashboard feature, enabling admins to tailor the dashboard to meet specific business requirements.

Hello All,I have a custom field (Integrations) set up on both my organization fields and ticket fields. This field is a multiselect. I want to keep these fields in alignment, meaning, if a ticket is created by an organization, I can grab the integrations from the org field and populate the ticket field, or if the integrations are updated on the ticket field, I want to update the organization field. Problem I'm running in to using triggers, is this seems to overwrite. For instance, if I have integrations A and B selected in my organization field, and open a ticket, A and B populate to my ticket field. However, if I add integration C to the ticket field, it is wiping A and B from the organization field and only showing C.Is there a way around this or a better way to go about aligning these fields? 

Our instance is setup to receive support requests from account managers about issues their customers are having. So, multiple members in our organization "belong" to 20+ organizations that aren't automatically categorized by Zendesk because they all have our internal domain name. These account coverages change frequently so maintaining organization assignments by user is very cumbersome and time consuming. We need a way to track tickets by organization, and I've found that it is impossible to add an Organization field to a ticket unless the requester is tied to multiple organizations. Is there an easy way to assign every user to every organization in our instance (around 450)? This way, all organizations will populate for every requester each time we have a ticket.

Hi All.  I am having some trouble excluding an email address from receiving an auto-responder email. I have included some images below of the current rules that exist for our auto responder message. Context: The emails included in the "Meet ANY of the following conditions" all have the same domain. The email that we are attempting to exclude is not included in that list and is onboarding@samedomain.com. Ideally, in the "must meet ALL of the following conditions" section, I would want to be able to set a rule that says " Received at IS NOT onboarding@samedomain.com, but that is not possible.  Ask: What rules do I need to create to achieve this same result?  Any support is appreciated.  Best,  Haley W   

Currently, if someone sends a support request to our email address, anyone they've cc'd on the request automatically receives notice that a ticket has been created. I'd strongly prefer to reply to the sender, alone, with that information. Also, if you reply to an individual sender on any one ticket, by default Zendesk CC's everyone in a reply-all. I'd really like to default to replying to the sender. Is this something we can fix? I looked around in our rules and I don't see a setting that looks like it would cover this.

Hello , I am unable to reply to tickets sent via e-mail and these tickets come directly closed.Is it possible to get information about this?  Best regards.

Hello, We have a brand signature. However, it is not attached in a side conversation. I can't find anything useful in the help texts. My guess: ONLY the personal agent signature is attached in the side conversation. Is that correct? Best regards,Gerrit

Hi all I am looking at running our orders through Zendesk, we have a platform that customers use to send orders but it doesn't come from the customer's domain. It has the customer's name in the body of the email and I am looking at a way to change the organization on the ticket, I cant find a trigger to do this. Is this even possible?

Hello,  I'm hoping someone might be able to help me out. We had a URL target that has been deactivated (with the update to webhooks). This URL target (when activated by a trigger) allowed an internal note to populate on tickets.  I'm attempting to convert this to a webhook but I don't understand the requested format (this was not a field on the URL target page).  Has anyone found themselves here before?

Good Day, I would like to add/have an escalate button within support tickets where the customer can click on in case he is not satisfied. When he clicks on the button an email should be send to one or multiple users and the customer should be notified that the ticket was escalated and the will be contacted shortly. Thanks, Arjan Vermeulen

I created trigger to send survey to our customer. I prefer to use {{satisfaction.rating_section}} because the "Good, I'm satisfied" button comes first, followed by "Bad, I'm not satisfied" button. However, this placeholder didn't work few months back (the URL leads to empty page). So I used {{satisfaction.survey_section}}. Today, I tried again and {{satisfaction.rating_section}} works. Is there any change on Zendesk API that causing this placeholder didn't work for last few months and it works now? Are there any changes done by Zendesk team on this placeholder?  I'm asking because I want to make sure placeholder {{satisfaction.rating_section}} always works so my customers can give feedback. I don't want them to clik on URL and taken to empty page, it will look very bad for our service. Note: I know there is recent update on CSAT API, but it's for placeholder {{satisfaction.survey_section}}. My question is about placeholder {{satisfaction.rating_section}}.

Does anyone have recommendations for how to set up some type of 24/7 Coverage without having actual staff online and working around the clock? I was thinking some type of exclusive phone number that can be used to page on-call support staff based on rotations that we establish, but wasn't sure if this is available via native Zendesk Support functionality, or if I'll need to explore some type of app/integration purchase. 

Hello all!  Our company has been using Zendesk for almost 9 months now and it's working great. The next step of my journey is to start adding the asset tag (serial number of laptop/PC) to each ticket.  With our previous ticketing system everything was tied to Active Directory so when a ticket was created, it would pull in the Name, userID, email and Asset tag assigned to that employee.  Is this possible within Zendesk? The previous ticketing system we used was BMC Footprints which was very outdated - but still had this ability.  Thanks  

Is there a place where this information is stored? I put in a ticket weeks ago at this point and nobody is providing a response with the requested information.

Hi, Our company has three distinct financial groups, each aligned with a specific business vertical. I am looking for a way to organize and manage these groups effectively. Does anyone have suggestions on how to structure this? Each group has distints agents.For exampleVertical 1::FinancialVertical 1::ContractsVertical 2::FinancialVertical 2::ContractsI don’t need to limit the view of the groups, because everyone should be able to create tickets to all groups. I am using enterprise plan. Our consultant says the best way is to put a prefix like “[Vertical 1] Financial” but it fells way to messy.

We have a trigger that is supposed to send an email and sets a tag that it checks so it doesn't run a second time. But let's say that the user doesn't have an email address in Zendesk yet. Does the trigger run and set the tag, or would it abort the entire trigger because there is no email yet? We would like the trigger to run on every ticket save until they have an email address - which may be added later than the initial ticket save. Then once they have an email, send the message and set the tag. Is this possible?

Hi there, We are creating tickets based on emails coming from AWS/SNS - which does not use the Customers' domain. We do have Customer name as part of the subject - but cannot determine how to change the Organization with a Macro, Trigger or Automation.  Is this possible?    

We respond to many Messaging tickets daily, but our agents must use up their valuable time assigning the ticket to themselves and updating the status, before being able to respond to the Customer. Is there a way to streamline this? It seems like an awful lot of clicks unnecessarily. 

A lot of our customers are appearantly self closing tickets, by accident.  The answer bot suggests articles and the customer can directly from the e-mail click a button to close the ticket. We want to remove those buttons from the emails and also disable the self-closing / self solving of tickets entirely from articles. How can we do this? 

When tickets come in from another country (ie. EN-GB) this defaults the search in the KB (book on the right side of the screen) to EN-GB and agents are not able to locate the article they need.Since none of our articles are in EN-GB, would it be possible to remove this reference so they are always in the default language of the KB (EN-US)?