Objects and rules

Hello There,   I'm Shawn from SkyRC, we are now using your Zendesk. Abt the ticket, I have one questions: how can I get to know obviously and immediately whether the customer has replied the ticket or not. You can check the picture. Whether the customer replied my reply or not, all keeps  the same, I need to move to my mouse to this topic, and wait for few seconds, then I can check. Why not improve it, and let us know immediately and obviously, directly?

Hello,   I tried to set up a trigger that would auto-assign tickets to the agent who first responds with a public comment, as described once in a Zendesk post (it may have been this one but I swear I looked at something more recent). It's not working. When looking at the ticket 'Events' the trigger is not firing at all.  Here is how I have it set up  

How do you set a View to filter by "from" email address of non-agents / non-admins? Filtering by Description, which limits to three characters, is a highly risky method and not all emails I want to filter have a unique 3 word phrase.

Our Web Support Team receives alerts from our IT folks. I would like to adjust our triggers so that any email from that particular email address does NOT go to our Support team, but instead is only routed to one particular team member. However, there doesn't seem to be a way to enter a "Requester" who is not on the team.

Hello, how can I assign a ticket to a group of agents that do a certain task, so that the ticket is showing up in the users list of to be done tickets?Best regards,Sebastian

How might one avoid specific tags being added automatically?   The Automatic tagging feature was turned on in our instance of Zendesk before we fully understood it. Now we have several tags like "the" and "for" that get added to tickets automatically. I found how to remove them from all open tickets, but how can I keep them from being added to new tickets?

I would like to create an email trigger that will fire 14 days after a specific date that is in a custom date field. I have the logic for my trigger figured out besides this. Currently I do not see that option within the drop down for a custom date field (outlined in red). Does anyone know of a good way to accomplish this seemingly simple task?

Hi there, I'm using Dynamic Content in order to support multi-language headers and footers within our template. When adding text to the Dynamic Content field, it says that placeholders can be used, but it doesn't look like they are rendering correctly. For example, the "Help Center" link text renders fine as part of the template, but it does not render in the Dynamic Content; i just spits out the text as is: {{#link 'help_center'}}{{help_center.name}}{{/link}}. How do I make it so that the placeholder renders correctly in Dynamic Content? Thx.

In the standard "Your Unsolved Tickets" view. It behaves as normal... but I want to filter out tickets that are currently On-Hold AND Contains Tag: jv_box.  These tickets, still belong to the agent but are no longer their problem, unless the customer replies back.   So, if it contains the jv_box tag and is "less than on-hold" then it should show back up in the view   Basically we have another view that contains tickets with this specific tag and on-hold for an operations person to handle.   I cannot figure out how to make sure both conditions are met.   Thanks, Matt

 Hi, I am doing some macros for my team to make the work more efficient. I am using placeholders to autocomplete names or ticketID's, and that is very handy. But I have a couple of placeholders that I am not able to do (And I even don't know if possible) 1- We are working with different languages, so different websites. Every email has its own name ( Email -> edit -> Name (Optional) ). I would like to have a Macro with that name, but not able to find it.   2.- I am using the Magento app, that is connected to zendesk, and I would love to have placeholder who autocomplete with the order number of Magento. I am not be able to do that nether. Anyone knows if this is possible or we can only use the pre-created placeholders?   Thanks in advance

I need to change the colour of the text on an email template trigger I have set up.  The placeholder I'm using is {{ticket.latest_public_comment_formatted}}. Rather than the agents having to change the font every time they send a reply, I want this to happen automatically via the email template I have set up. Is this possible? Seems like it would be a simple thing to do but I can't find details anywhere.