Catch-all

I want to begin marketing to customers when we send a ticket response.  This would include a small image advertising our sales event.  I don't know where, to begin with, i.e. what the image size should be.  So, I thought I would contact the community to find out whether someone has done this already? 

 Would it be possible to create a grammar checking plugin that is compatible with Zendesk. Looking at some threads, grammarly is suggested but there are bugs. A suggestion is to have zendesk software that does a grammar check internally or maybe fix the bugs associated with a software like Grammarly or Ginger. 

Greetings, At the moment my rule to notify requester of comment update rule is also sending back emails when the requester replies back. To avoid getting the requester spammed I'd like to skip these notifications. Is there a way I can set the triggers to do so?   Thanks

Looking for some ideas on how to best handle SLAs. We are using the default SLA for reply time which is fine. In addition, our customers need an SLA for proposed solution (issue identified). Let me explain... We are a software company....customers understand that it may take us many days or even weeks to fix a bug and deploy it to their cloud environment. With that being said, we have SLAs for how long it takes for us to identify the problem and deliver a solution plan. For instance, a customer notifies us of a bug on day 0. On day 3 we deliver a proposed solution and that it will take 7 days to develop and deploy. Our SLA is 5 days to deliver a solution plan so we are ok. But, if we don't deliver a solution plan within 5 days we have breached.  Not sure how we should manage this SLA in Zendesk since there isn't a status for "developing" or something. 

チケットをCSVにファイルへエクスポートすると文字化けしています メモ帳で確認すると読めるのですがエクセルでは文字化けしています 何か設定が有るのでしょうか。  

Hi there, Our application sends correspondence to Zendesk using emails. Responses from Zendesk go back to our system where the sender can read the responses in our internal mail system. The problem we're having is as follows. When the user raises a ticket with Zendesk we use the API to create the ticket. If the user doesn't exist, then we create the account on Zendesk automatically. Each user has a unique system email address that we generate: 1234@emaildomain.com When an agent responds to the ticket, it goes back to 1234@emaildomain.com This allows our system to recognise the recipient and show them the response on our internal system. However, if the recipient then responds back, we send it back as an email to Zendesk. That reply email comes from

Hello, My company just merged with another company.   We both use Zendesk and our respective Zendesks are integrated with separate Jira accounts and two separate Salesforce accounts.   The new combined company will support the two separate product lines for the next 1-2 years and will also support a new product platform starting in 6-8 months.   I'd like to know what best practices and options there are for merging the Zendesks.   Is there a way to have one Zendesk login but be able to toggle back and forth between product lines?   I assume we can use tags to create views that separate the product lines.   One problem I see is creating Jira tickets from the Zendesk support cases.   Since we have two separate Jira accounts, can Zendesk be configured so it knows what Jira account to create the Jira ticket?   Any tips or documentation on the subject would be greatly appreciated.    Thanks, Wayne

Can I create a view of all tickets (not closed)  either 1) created by a particular email address or 2) created by my agent and cc that particular email address? Thanks

We figured out a simple way to schedule recurrent tickets using Google Calendar and Outlook.  When you set up an event on Google Calendar you have the option to make it recurring and to send notifications for that event.  We needed to schedule recurring weekly Zendesk tickets, and this allows us to do that.  Here's how: Add an event to Google Calendar Specify a unique name for the event that you can trap in your email with a rule. Set the recurring settings for the Google Calendar event for daily, weekly, monthly as needed. Turn the Notifications on for the Google Calendar event (set only one notification). When the event triggers Google Calendar will email you the notification for the event. Trap the event notification with an Outlook Rule and forward it to Zendesk to create a ticket. It is very reliable, easy to maintain, and it works very well.

Hallo Gerne möchte ich ein Ticket, welches von einem bestimmten Agenten gelöst wurde - zuerst sichten, bevor es versendet wird. Gibt es dazu eine Anleitung. Danke

I'm aware of routing chats by agent skills / visitor tags. However, conditions for triggers don't include anything related chat tags or visitor notes. Conditions like the URL and user agent are not sufficient for us. I've noticed a condition for "Visitor Tag", but I believe this is the tag that can be added with a trigger or via the JS API which correlates to an agent skill. A "chat" tag is different from a "visitor" tag, correct? Is there any way one can dynamically add something like chat tags or visitor notes using the Chat API (or otherwise) before the visitor loads the chat widget and have the chat routed to agents depending on what chat tags or visitor notes were included?  I envision this happening like so: Depending on certain criteria, we add a tag to the chat or a note to the visitor. Visitor clicks and opens the chat widget. Visitor is routed to an agent that can handle this type of visitor depending on

I'd like to be able to run a report that will tell me how many times an agent called a specific number and how long each call was. This would help to determine our first call resolution rate. This is generally a very standard metric for call center needs, so I am surprised at how difficult it is to figure out. 

Hudson is a well-structured and user-experience focused paid theme for Zendesk Guide.It feels fresh, playful and it is really fun to use. This Zendesk theme features an accordion menu in sections. When clicked, section headings expand to show the complete list of articles. This allows for the content to be compressed with only the section headings being shown at first. Your end-users will find the information quickly and in a hassle-free manner. Additional article formatting components are included in

Hi, I discovered that when trying to use the Agent forwarding from email, if the user was an Exchange user it would not send the email address when forwarded, it would only send the Display Name.  This is big annoyance with Outlook and one that has been discussed at great length! So, after talking with Support, they advised me I could use the mail API to set the requester and other attributes.  All that needs the be inserted in the email is #requester and any other attributes.  Below is some VB code I pulled from various sources and put together.  It does a look up on the selected message, extracts the email address and puts it behind the #requester tag. This is version 0.1 so please use at your own risk!  There is code to allow it to automatically send rather than popup the message to send.  Hope this is helpful to someone else, I know it's going to save my sanity with people that email me direct! Open Outlook and press

We are using JWT to authenticate users from within our software and then redirect them automatically, so that they can get to our Help Center without having to log in. The authentication is working as expected, but we are having an issue with the sessions. When a user in our software clicks our Help Center link, a request is sent to generate a JWT token. The new token is being received back in our software successfully. The problem is, if the user has already been in the Help Center recently, when we redirect to the Help Center using the newly received token, Zendesk is finding the old/existing session, and redirecting them using that old session instead of creating a new one with the new token. The real-world scenarios that his causes are as follows: 1) Our users all access our software from the same centrally located browser/computer at their workplace. Our software has a "Change User" option, so when someone new gets on the machine, they simply chan

 We need a way to see if customers received an email. Tracking an open is all we need either through your system or mandrill. It's hard to let a customer know that you sent them a reply in the past and they tell you that they never got it.  

Does anyone know if it is possible to update the organization id of a ticket via the API. I tried a ticket update with the put request but this didn't appear to change the data.

Hi, I am interested in knowing if there is a way to have receipt emails on system generated emails. An example would be a ticket comes in for a password reset. The application support team resets the password and an automaed email is sent out to the user. Can we have a receipt of some kind when that email is delivered or opened? Thank you, Tom

Would it be possible to enable so we can also display recently updated articles in Recent activity so our customers can easily see when an article has been updated? We'd like to show the following for Recent activity:  - Article created- Article updated- New comment

I have a question:Can I hide certain user fields so that an agent or user can not edit them? I would like to hide certain fields from the end user's information or block them in some way so that they can not be edited. This is possible?How could it be restricted in such a case?  

I have the widget loaded in the index.html and I hide it with zE.hide(). After my user logs in... I set the username and email with  zE.identify({ name: this.user.Name, email: this.user.Username }) and also I am trying to set a custom field called Company with some value. After I show the widget with the zE.show() I see the username and email but there is no way to display the Company. If I prefill Company with some default value like "Some Company" in a script in html I see that text, but when I try to set the real company value after the user logs in.... I still see the default value.  To set the company value I have tried many options... and nothing works. Eg.  jQuery("iframe#webWidget").contents().find('input[name=114103734111]').val('1111'); Ideas?

Hi all....I'm trying to make our homepage look something like the attached and I wondered how to include the little icons (ticket etc). Reading around in Q&A's I see I need to navigate to the Asset Area but (and please excuse the dumbness here), I can't seem to find the Asset Area. Can anybody point me in the right direction?

We are looking for an online appointment scheduling software, so that customers can book appointments with us online 24/7. Would that be an option for a new product for the Zendesk product family? Thanks!

Setting up a Zendesk Community is a great way to stay engaged with your target market. However, it is not uncommon for Communities to start strong only for them to fade into oblivion. Taking the following factors into consideration before setting up a Zendesk Community will help you to set up correctly and keep growing your membership: Create a Plan and Set Goals A common goal for Communities is to provide a place where users can help themselves and others when you or your staff are not immediately available to answer questions. While this seems like a productivity or efficiency goal, consumer surveys indicate customers are often more satisfied when they have a DIY option. Create your topics The ideal situation is 4 to 10 different topics, each one dedicated to one side or aspect. For instance, you can have topics for general discussions, technical issues, news

Hi everyone, On the New Request page in the Help Center request_form refers to a ticket ID. How can I change this?  So basically I want a different ticket form to be displayed on the New request page, how can I achieve this? Cheers, Mark