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Hi - we have noticed that when a user “reacts” to an email notification it updates the ticket. This adds an unnecessary comment to a ticket, adds to comment reporting counts and if a ticket has been set to solved or pending it re-opens the ticket. The last two are concerning as it adversely impacts reporting (reporting of additional invalid comments and add to ticket resolution time respectively). Is there a way to ignore email reactions?

Hello,I have the following situation. I write to the customer via the head office (office@bla.de) and submits an offer. Then an employee (regine@bla.de) writes back. This means that their reply is stored as a note. However, if it says “we accept the offer,” it will no longer be visible in the rest of the email correspondence. Either I need an idea of how to convert an internal note into a public one, or emails from third parties need to be recorded as public. Zendesk's response does not help me.[https://support.zendesk.com/hc/de/articles/4408842992538#topic_lhb_c4l_fhb]". Thanks for helpRüdiger  

Hi!I'm a new guy at Zendesk and I have the following task (longread):GIVEN:- There is a business (nail salon) that uses Boulevard as a CRM.- Currently, communication with clients occurs through the following channels:a) Instagramb) Facebookc) Phoned) SMSe) EmailPROBLEM: Boulevard only synchronizes with SMS, Email and (probably) phone channels. In order to respond to clients through other channels (Instagram, Facebook), our administrators use a mobile phone specially designed for this purpose.MAIN GOAL: We would like to leave a single entry point for communication with our clients and for this task we chose Zendesk. In addition, we would also like to transfer the entire existing client base from Boulevard to Zendesk.MY THOUGHTS:As far as I know, it is technically possible to transfer the client database from Boulevard to Zendes

One of the challenges many support teams face is not knowing what happens after an email is sent. You might include instructions, helpful links, or attachments, but without visibility, it’s impossible to know whether the customer actually saw your message. This uncertainty can lead to unnecessary follow-ups, delayed resolutions, and a less efficient workflow.A simple solution is the Email Tracking integration for Zendesk Support. This tool helps track email opens and link clicks, and provides a clear activity log for each ticketTracking information is available in multiple places for convenience: Seen/Unseen field and ticket tags (seen / unseen) Seen Count field Read Receipts Push notifications (optional) Ticket si

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?

Hi all. I'm usually able to figure out just about anything on my own, but I'm struggling with this one and could use some help! If I'm using a lookup relationship field in a ticket form, I would like to create trigger that automatically populates a ticket field with an attribute from the related object. Here are some use cases: A - A user requests a piece of software. The Agent selects the application's custom object, and I want the name of the approver to be copied into the "Approver" field.  B - I have a Requested For field (this is used for when the Requester is different than the person the request is for) and it is a lookup field that points to customer records. I would like the Email address of the Requested For user to be copied into a dedicated ticket field, and would like the user ID to be copied into a hidden field.  C - Employee Onboarding. I would like the manager to be the Requester, and I would like the New Hire to

There should be a scroll bar here that has since gone missing over the weekend:We have made no changes to our Zendesk instance. Have also disabled custom sidebar apps and the problem persists.  This seems to be a bug recently introduced by a Zendesk change. 

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?

Hi! How can I add internal notes in bulk to a specific ticket list?

Hey team,Bit of a weird one – we’ve got an end user who emails us daily, but every message just keeps landing in the same ticket instead of opening a new one. The subject line stays the same, but the user says they’re sending fresh emails (not hitting reply). Each day Zendesk just reopens that same ticket. Looking at the raw email source, the messages are coming through Office 365 with Crossware in the mix, so I’m guessing the headers are making Zendesk think it’s all one thread. Has anyone else seen this happen? Is there a way to make sure each new email from them spins up a brand new ticket (without asking the end user to add #new_ticket every time)?

I am an administrator in an account with Support Professional. When I try to install the Guru app from the Marketplace, it always shows me the public screen with “Sign up” instead of the “Get set up” option. If I try the direct URL https://processmaker.zendesk.com/admin/marketplace/apps/install?app_id=97760, it displays the message “Nothing to see here.” I need you to verify whether the Zendesk Marketplace is enabled for my instance and whether my account has permission to install applications.

Hi, I am trying to do an OR search in zendesk and cannot seem to get full list of tickets.  I need to search for a numerical value that may or may not have a letter attached to it. Can someone help with the syntax to get a complete list of tickets containing this information? Example :  search for tickets containing 123456 OR C123456.  

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

Hello,We are cutting over from Freshdesk to Zendesk next Tuesday morning (3/11) and our compliance team asked me if end-users will be able to upload mp4 type files (videos/video clips); my answer is yes, a user can upload and attach a video to the ticket form but there's a max file size limit of 50 MB, correct? Our compliance team regularly requires users provide video(s) of a person violating policy and these videos in general are big.  Is it on Zendesk's product team's radar to give clients the flexibility to manage ticket storage? 

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:

I clicked the apps portion of the context panel once to check the features.  Now every ZD ticket I open automatically opens the apps portion vs the customer information.   Is there a way to default that back to Customer Information when opening a ticket?

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

I've checked the triggers, had end users check their SPAM folders and filters, and I can't figure out why some users aren't receiving our responses. Some users are seeing the responses without issue, but a large portion are complaining that our department never responded to their tickets. I'm certain this is some setting I'm overlooking, but it is strange that it's only affecting some users and not all. There seems to be no pattern or possible cause, either. Any suggestions would be appreciated!

When creating a new ticket on the webpage there is no way to type in a description. There is just a blank box there that has no cursor to type in a description. I am logged in as an agent. This is a standard field so I am not sure why it isn't automatically working. I know at some point this used to work, but I have not opened a new ticket myself in a while.

We really appreciate the new Zendesk Workspaces feature, it’s fantastic being able to customise our workspace to suit our business needs and help our team work more efficiently. However, when we create a new ticket, it still defaults to the original workspace instead of the customised one we’ve set up. From what I’ve read, this is the expected behaviour for now. This does mean that when we start a new ticket, the team can feel confused or slowed down because the layout isn’t the one they’re now accustomed to using. If we’ve invested time in building a workspace that’s right for our processes, it would make sense for all tickets, including new ones, to open there by default. This small improvement would really help our team maintain a smooth, consistent workflow. It would be really helpful if Zendesk could add an option to set a default workspace for new tickets. This could be set globally, by group, or per agent. It would save time, reduce confusio

We have a customer that we email with regularly and they work out of Salesforce for their communications. For a long time, their replies to our tickets would not thread properly due to the RFC standard that Zendesk uses, as noted here. The customer made updates to their Salesforce environment to resolve the problem and the issue now works just fine. We recently implemented Side Conversations and communicate via email with them. However, the replies to our side conversations are not threaded there but are creating brand new tickets (very annoying!) But the replies to tickets still thread without issue. Is there a way to resolve this? We did not expect the threading logic to differ between tickets and side conversations. 

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? 

We're getting “Message not sent” every time we try to send a message so the user has to tap twice the send button for it to actually get sent. Not connection related as it's stable. The issue is reproducible across multiple products, different geographic locations. Zendesk version 1.2.0

We have several ticket forms available to meet the needs of our business, and these same forms are available on our Help Center instance. Even though we have required certain ticket fields to be filled out (that are configured correctly), there is an issue in that '-' (essentially a null field) is an acceptable and submittable option, which allows you to bypass the requirement to select an actual ticket field that was configured in the back-end. The screenshots below show how the drop-down is configured in the Admin Center. Of note, even when a default value is selected, the null value '-' still shows up in the Help Center. Also, the preview from the Admin Center of what the ticket field will look like is misleading, because it doesn't show a null option as it does in production.

We recently switched to Zendesk. And most of it is a really great experience. But one thing I still do not really understand:My in-app notification center is always empty.I do not even know how to name these. These are not browser notifications. These are something like in-app-notifications.1. What is the official name for these notifications?2. Why are they always empty? I do have updates on my tickets and I would like to open the ticketing homepage and see updates there. Instead I see updates down here (which is nice and good on its own but isn't what I'm searching for):