Objects and rules

What I am trying to do is to get the number of days since the last response. IF Current Day - Last Updated = less than a week (7days) → give me the number in daysIf Current Day - Last Updated = less than 4 weeks (a month) → give me the number in weeksIf Current Day - Last updated = more than 4 weeks → give me the number in months This is what I want to do. TO essentially tell the user that their ticket has been outstanding X days, weeks or month. How can I do this in a macro using the placeholder references / scripting language

Goal: To maintain a clear and transparent record of all changes made to a review after it has been finalized, ensuring traceability in the feedback and calibration process.Analysis and Possibilities: We have not located a visible "version history" in the review interface. Currently, our workaround to ensure transparency is to instruct leaders to leave a private comment detailing any changes made (e.g., "Score for category X changed from 10 to 5 for reason Y"). Another possibility we are considering is extracting logs via the API.Inquiry: Is our practice of logging changes in comments the best available method at this time? Is there an API endpoint that provides a detailed audit log of the modifications made to each review?

Hello, We use Zendesk as our backend for ticket management, and we provide end-users the ability to create tickets via our own system. When a user submits a question through our system, we create a corresponding Zendesk ticket using the API. That ticket is created with an API Token belonging to a user within our company, which means that the tickets are associated with our own Organization, rather than with the end-user's Organization. We created a custom text field (called "account") which stores the end-user's organization, and we would like to automatically assign new tickets based on the “account” field. However, as per https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference, only the Is Present / Is Not Present conditions are available for cus

I've got some webhooks that call internal APIs with some data, including the ticket status. But the problem is that the `{{ticket.status}}` placeholder in a webhook on a ticket from someone in another locale will be translated, breaking any enums of the ticket status.I don't want the translated status, but all the status options are being translated - is there any way to get the untranslated status in a placeholder?

Our Goal: A team leader needs a quick and easy way to see which feedback sessions their managers have completed and which are still pending.Current Situation: Right now, we can't find a single screen or report that gathers all this information. For example, a leader can't see a list of "pending feedbacks" for each manager to know who might need help or a follow-up.Our Question: What is the simplest way for a leader to track the feedback their managers need to deliver? Is there a specific report for this, or another way to view this list of pending items?

Hi there, I'm pretty new to Zendesk Explore but I'm getting confident. My goal is to calculate the time to the next SLA metric target breach, so that you can act before time has already run off. The focus is on First Reply Time, Agent Work Time and Requester Wait Time. Provided that I was not able to find a pre-calculated field within the SLAs dataset, which is the way you, community, would suggest? Could Zendesk APIs be of help? Thanks

Goal: To use the data and insights from Zendesk QA to inform and streamline coaching actions, including those that happen in real-time.Analysis and Possibilities: We understand that Zendesk QA is focused on analyzing completed interactions. To bridge this analysis with live coaching, we are thinking of creating a workflow. For example, using the QA dashboards to identify an urgent training need and then using a third-party tool for the live coaching session. Our question is how to best optimize this bridge.Inquiry: Do you have any recommended best practices or integrations with other tools (e.g., screen-sharing software) to connect insights from Zendesk QA with real-time coaching sessions? Our objective is to make this process more fluid.

Just wondering how we hide custom user fields from agents and end users.  We are using some that are just clutter and informational for the admins... Any ideas?

Goal: To build dashboards that reflect our specific operational KPIs, which may not be present in the standard reports.Analysis and Possibilities: The native reports offer an excellent overview. For our custom KPI needs, our current approach is to export data via CSV and process it in an external BI tool (like Power BI or Google Sheets). We also noted the existence of an API. Would using the API to feed our BI tool be the most robust and scalable alternative?Inquiry: For creating highly customized reports, is exporting data (manually or via API) to an external BI tool the workflow you would recommend? Are there any limitations in the QA data API that we should be aware of before proceeding down this path?

Observation: We have identified two main limitations in the notification system: a) Notifications appear to be sent exclusively via email, which presents a challenge for our BPO assistants who do not have corporate email addresses. b) We have not found a setting that automatically notifies a team leader when one of their agents receives a new review or evaluation. Analysis: The documentation indicates that users can manage their own notification preferences (email or Slack). However, there is no evidence of an alternative notification system that does not rely on an email address. Additionally, manager-facing features seem to focus on dashboards and analytics rather than proactive notifications for specific events concerning their direct reports, such as receiving a review. This requires managers to actively check the platform to stay updated. Request: We would like to validate whether Zendesk Q

I've only dipped my toes in Liquid Markup a few times - so this may be a bit of a newb question. Problem Statement: We are facing a challenging scenario with our JIRA integration - when we merge a ticket in Zendesk that has an open incident in JIRA, we want to send a notification to JIRA via webhook with the new Zendesk ticket id.  We've built a trigger that fires on the comment text “This request was closed and merged into request” The action is simply a notify by > active webook with the following body: { "this_ticket" : {{ticket.id}}, "merged_into_ticket" : "{{ {{ticket_latest_comment.value}} | remove: 'This request was closed and merged into request #' }}", "JIRA ID" : "JIRA ID"} (Note: I get that this only partially does what I need it to do, but taking babysteps here) When I review the webhook activity I see the following:

Observation: We have not located a feature that allows an agent to submit a "re-rebuttal" following the reviewer's decision on an initial dispute. Analysis: The documented dispute process allows an agent to challenge a review, which can then be accepted or rejected by a reviewer or escalated to a manager. However, the workflow appears to conclude at this stage. In our operation, the possibility of a re-rebuttal is a crucial step to ensure full clarification, allowing the agent to counter-argue the final decision and ensuring all perspectives are considered before the case is closed. We could not find an option to reopen a dispute or add subsequent comments that would reactivate the flow. Request: Could you please confirm if Zendesk QA features a single-loop dispute flow? We would like to know if there is a feature we have not located that would permit an additional round of feedback from the age

Our SLA policy (next reply time) isn't triggering in circumstances where we merge tickets or a customer emails us from a different address (flagged comments). In reality, these are public responses, but Zendesk views the flagged comments as private notes, and I'm assuming it's not registering the merge as a public comment. Since the SLA is based on the customer's public replies, I can see how these two situations won't trigger it. Is there a workaround to this? 

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?

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?

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?

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.

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?

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

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. 

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.  

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!

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.

Hello all,The company that I work for has decided to switch to Zendesk Messenger for our chat service. We have teams all over the world, and our team in Australia is already using the service. I created triggers to have messaging work with our chat interface, but it's the same as the Australian one which seems to take precedence. Because of this, our chats are routing to Australia instead of the USA. Is there a condition I can add to my trigger to tell it if the chat is originating in the USA that is needs to route differently?