Support

Hi all! Any help would be much appreciated. .. I've recently updated our system and can finally use custom ticket forms.. One is using a drop down field with about 8 options. When a user chooses from this field, it is not carrying over to the ticket..  When the agent received the ticket, that field shows as default (blank) rather than the option that the user selected.  I've cleared cookies, cache, tried multiple browsers and it still shows up blank..  To test, I tried with the multi-select field and the same thing happened as well.. Only physically typed in fields are carrying over, and while that's an option for now, it's not the solution we need for good.. This issue is keeping us from being able to properly assign our tickets. I tried ZD support chat, but sat for over 30 mins in between responses with nothing back.. not sure it's being watched or what...    TIA for any help, suggestions, etc

So today we have these settings in place (within Objects and Rules > Tickets > Settings): What I dislike about this, is that this same template appears to be used for both notifying CC on 1) Ticket Creation and 2) Ticket Updates. Is there a way I can ditch this template and just use normal triggers that send to Requester + CC that are more specific (1 template for ticket creation and 1 template for ticket update). How do I do this, do I just clear out email subject/text in this area?  Also, I noticed when testing out our current setup. If I e-mail our support address from EmailA and CC EmailB, that EmailB does not get notified of the ticket creation, they only get the actual email from EmailA - why is that?

Hi all, As a "Light Agent" I don't have permission to change ticket properties. What can I do to see or to expand the complete list of CC's as "+ 4 more" is disabled? Thank you very much for your support. Daniel

I am setting up new agents and creating test chat conversations/tickets in our sandbox, but they are emailing all users. How do I prevent that?

We have a need to clearly display a warning when a customer contacts us that has specific data stored on their customer profile on Zendesk. The reason being is that there are certain restricted actions for these customers. Is anyone aware of a method to produce a visible banner at the top of the ticket when the ticket is opened based on a custom field?  

Hello, I have a custom ticket field that I am using to track resolutions to issues. I looked into the provided resolution field and it doesn't quite fit my needs. The custom ticket field text box is a perfect fit, minus the size. I am able to see about 5-10 words, regardless of how many might be in there. Is there any way to resize this field so it has maybe 2 or 3 lines of text instead of a single? Thanks,

My organization is looking to filter all emails that come from EU domains so we can automatically assign them to our UK team.  I didn't find any options that would enable this. Any recommendations?

Hi Zendesk,  We are end user for Ecwid, and other companies that using zendesk email,  We have some issue with Rouncube software for replying on "Ecwid email" and other companies  that use zendesk as their helpcenter platform,  We find this very annoying as an end user when we answer emails from zendesk companies such as ecwid and other companies that they receive an empty email from us while we actually wrote an email, Unfortunately there is also no end user support for this problem notify zendesk if errors occur,

How does an email is converted into a ticket? This means, when we receive an email to our support@xyz.com, how it raises the ticket to Zendesk automatically?

We often have customers responding to an existing Closed ticket with a completely different query or problem. This causes the existing ticket to be reopened. Instead of this, I would like a brand new ticket to be created when a customer responds to a ticket with a status of Closed. Thank you.

It was pointed out to me by one of my agents that the action of the "Internal Note" vs "Public Reply" wipes out anything already typed in the box.So, if you started to type something in the reply box and it was set to "Public Reply" and then you switch it to "Internal Note" you lose everything you typed.  There's no reason for this.   I should be able to change the type of reply/note without it wiping out the message that has been written.

I have heard that if a customer comment on a Solved ticket it gets re-open. How does this happen? I am new to Zendesk, so please let me know if I need to add any rules for that. So when a customer comments on a Solved ticket, the system automatically changes to status to Open

I've tried to read through this article, but don't think it's quite what we need: https://support.zendesk.com/hc/en-us/community/posts/4409515203482-Using-SLAs-with-different-timezones-contracts-and-business-hours?input_string=SLA%20Policy%20for%20Within%20Business%20Hours Our set up is straight forward, we have 1 schedule called Support Business Hours. We have an SLA policy for First Reply Time, but I'd like to somehow make it to where it is only applied to tickets created within Business Hours. Is this possible? When browsing through condition dropdown on a trigger, there's a selection called "Within Business Hours" that can be used, but this is not an available condition option when modifying an SLA Policy.  Is there a way around thi

I have a single SLA Policy today that outlines targets for First Reply Time and Requester Wait Time. I've determined that I need different conditions specified for each, so I want to split them out into separate SLA Policies (they won't overlap, so ordering doesn't come into play). If I do this, are the changes retroactive and historical ticket data is adjusted or is it only going forward? 

There doesn't seem to be a simple way to allow website visitors to submit a simple form with their name, email and a note? Is that correct? I don't want the help chatbot in the lower right, and I don't want to have to send the user to the help section hosted off my site. (If I could embed the form that is in the help section right on my contact page, that would work too). I just want site visitors to be able to fill in like three - five fields, be able to submit that, and it gets created as a new ticket for us to follow up on. The Zendesk support agent was helpful but it seems the functionality doesn't exist out of the box, and in order for me to do this I'd have to be able to understand this documentation. Do I really ne

I would like to ask you about "integration" - email pairing between Zendesk and ServiceNow. Example Customer has ServiceNow and Employees create service request (issues with HW, SW,...)  I am one of  a solve group with specific role. Our company use Zendesk and we pair other servicedesk tool (from many customers) to Zendesk. Zendesk is one tool for my work with many cusotmers (they work with different SD tools). I want to set communication between Zendesk and ServiceNow.  Now, I have: - I see received requests from ServiceNow in Zendesk - ServiceNow shows comments on tickets from Zendesk -..... My issue When, I solve request/ticket Zendesk does not send correct information to ServiceNow. I still see in servicenow unresolved requirements that I have solved in zendesk. I need to create a trigger (Business rule) in Zendesk but I do not know the correct creden

When using the assignee activity tab, the bottom table where you can toggle between Assignee Name vs Ticket Group - if I select Ticket Group, I'll see one of my groups has a value of First Reply Time = .6 hours. That equals 36 minutes. However, when I go to the Efficiency tab and have the same timeframe set and use the Ticket Group filter to only see results for that same group, it's saying First Reply Time Median = 24 minutes.  Does anyone know why there would be such a big discrepancy? 

Hello, Could please see the below scenario and advise if you can help to solve it?A child ticket is created by an agent. We receive a reply on the child ticket and parent ticket gets in open status again. Another agent still needs to reply in the child ticket, however the email address from first agent who created the child ticket is present and needs to be removed manually. Question: Is there any way to automatically remove the email addresses from the agents who previously act on the child ticket and leave only the email address of the external entity? Thanks in advance 

It seems like the [end users] value may include a CC depending on the scenario (ie. a CC reply-all). If so, it seems like this would mean that a reopen trigger based on [current user][is][end user] could reopen if a CC replies, not just if the requester replies. Is this the case? If so, is there a separate trigger/method I should be using to affect the equivalent of [current user][is][requester]?

Hi everyone! I haven't been able to find an answer to this question and I'd love to see if anyone could assist. We are trying to figure out how to hide certain Forms in the dropdown on the agent view from Light Agents. We only want to present certain Forms to Light Agents when they are creating a ticket. I've found resources on hiding Forms from the end-user view, but I haven't found anything similar about the agent view - is anyone familiar with this?

We have a use case where sometimes we need to set tickets to Pending without writing the user a message. For instance, if we ask the user to test something and the user writes back 'I'll test it and get back to you', we don't want to respond to the user again, we just want to set the ticket to Pending and wait for the user to respond. Some agents have reported that they cannot set tickets to Pending if there is no text in the Reply or Private Message field. However it does not occur for all agents. I am an admin and I can set tickets to Pending, without a message, without issues. One of the users who reported it is on Guided Mode - does it have to do with Guided Mode perhaps?  Thanks in advance for any thoughts!

Trying to create a contextual workspace so that certain macros appear when the agent takes a call or chat. It works for me when I test, but when I assume in or have an agent test, it only shows their most used,I have the conditions as tags set (which they are on the test ticket), assignee is current user, the brand is the agents brand.Any ideas?

Is is possible for me to remove "title" from the ticket field?   Thanks

Since turning on Talk we're getting a lot of empty messages where customers are apparently getting the beep to leave a message then hanging up. These are almost always 9 seconds long. I'd like to be able to auto-resolve or auto-close these types of tickets to help my team focus on tickets and calls that matter. Any ideas?

Hello,  Is it possible to modify the color of the number of tickets in a view? For example, if there are tickets in that view, make the number look red and if there are no more, change it to black.   Thanks