Support

I would like to know if the inclusion of the field key is in the Zendesk backlog, to be used by the ticket creation API instead of the field id, as it is in the user creation API.

Dear all, our SLA is only based on the criteria that the ticket is classed as an incident. At the same time we don't know whether it's an incident or not until we started initial diagnosis. Once we decide it's a Question, Task or Problem, we would like to remove the SLA policy from the ticket. Can I do that with a trigger or something?Best Regards,Niklas 

Placeholders are not reflecting the current time of our Admin center (PST) or the agent and since we are not using UTC - the incorrect date shows up. Is there a better placeholder we can be using? EB Daily Huddle {% capture today %}{{'now' | date:'%s' | minus: 18000 | date:'%Y-%m-%d %}}{% endcapture %}{{today}}

Hi,  I'm wondering if its possible to hide the Form Field and or the Brand Field for all agents? I use the Ticket Field Manager all the time and know how to find fields to hide them but i cant see the form or brand field under the fields section and therefore cant see the id's for these fields. Do these fields have ID numbers? where can i find them? and can they be hidden? Any help is appreciated. 

Hi! I would like to add more fields in the body email but not in ''content''. I want it in the same line as the system fields (Ticket #, Status, Requester...) Does anyone know where I can modify the setting and add it?   Thanks in advance!

Hello,I would like to modify the Ticket ID format (for example: Txxx).What's the process to follow up to do it ? Thank you very much 

Hi team, We have an issue in Chrome and Edge, which presents as follows:Users are unable to select elements in the top left corner of screen. Observe the cursor remains as a pointer, whereas a selectable element will produce a hand symbol. Opening DevTools, I can see there is an iframe with id="web-messenger-container", which appears to be a Zendesk Sunshine? addin - https://docs.smooch.io/guide/web-messenger/  Hiding this iframe in Dev Tools lets the user select things underneath that iframe

I would like to include: ORDER NO. on a ticket so that the agent inputs the order the customer query pertains each time. I've added it in Fields but it doesn't show still on the ticket options.

I have tickets where the customer sends a response and their response arrive flagged as a private note (and the whole note is yellow like a private note would be).   If you have access to our account, ticket 1051 has an example of this.  

When I click Turn on Agent workspace the pop up comes up and says "agent workspace is on, Agents will get a notification to refresh there page" but nothing happens and the old ticketing setup remains.  

We have 2 departments, sometimes a customer will email the wrong department and we have to re-assign the ticket to the correct one, however, when that department replies after we've re-assigned it shows the email address as the original one it was sent to and not the agents email address, it shows the correct agent name though.  It's annoying as the customer will then reply and the reply will again come through to the wrong email address.

If you have agents who sometimes switch groups, you will run into a problem. When an agent is removed from a group, all tickets, even *solved* tickets, assigned to them under that group, immediately move and assign to the oldest group member instead. This then throws off all kinds of reporting on who solved issues. I want solved issues to update to the default group, same assignee,  so that the agent who worked them still gets credit for them. I was given a trigger path to try by Support, but it doesn't work for me, because we often have automations solve out tickets, and the trigger would require the last person to touch the ticket, to be the agent.  It also appears that this kind of ticket move does not trigger the addition of tags added to a user, so that doesn't work to try and set up a way to push them back to the right assignee, either. Does anyone have any suggested workflows for this? Doing it by hand is just not working, sometimes it's a

I have a custom dropdown field that has the following format: Model - Inventory Number Example: Model1 - 141 I want to use liquid markup to keep the model number but remove the hyphen and the inventory number. I've tried various strategies, but to no avail. Does anyone have any suggestions on how to accomplish this?

We seem to have an issue where tickets added manually by agents to contact a customer (using the Add feature in the top left) are not received by the end user when sent. Or, they receive an email to login to ZD, which we do not want, nor do they need.  The requester email is being properly added and the ticket appears to have been sent, but the user, in most cases, never receives is. Is there a setting I am missing to resolve this issue? 

I have demand on create 2 views: 1 for tickets are created in the morning (from 8am-12pm) and the left in the afternoon (from 1pm-5pm). Any solution for this?

Hi, I would like to auto-transfer a ticket to a specific view based on the e-mail address that the e-mail is sent by. Can't seem to figure it out.

HiWe recently started using Zendesk.When people Email us ( to our subscription Email ) and a ticket created for this, when replying to this ticket. the requester is there but our subscription Email is always gets CCed to the reply.and if we disable CC in admin Center, both the requester and our Email vanish for replies.So every time, we have to manually remove it from CC.Can anyone help me see what I might be doing wrong in our setup?Thank you

Hi all, We have a separate system that manages student enquiries called LibAnswers. The initial email comes into our Zendesk and any responses between the librarian and student on LibAnswers will automatically generate a new ticket into Zendesk.  These tickets use the same subject title beginning with "[Email a librarian] Unable to find items". I have also verified the LibAnswers email address and added "suppress_initial_notification" to the tag. Can someone please advise how we can avoid this problem and add any correspondence between the Librarian and the student on LibAnswers to the initial Zendesk ticket? Thanks,Rox

How do we turn off auto-responder in support?

The yellow highlighted part is the company name. How can i remove that and just stick to the title of the ticket as the subject of the email? 

Is it possible to have the macro list changed based on the ticket form? This would help with macro organization and add efficiency based on the number of macros created.

Hi All,We have a strange issue with our zendesk.Setup:Inbound tickets are collected through several hello@domain.topdomain, inbound ticket work fine. They are all google workspace accounts and connected directly to zendesk.When we reply a ticket that is received from hello@domain.nl the reply is sent to both the customer and back to the hello@domain.nl site, resulting in a ticket in the suspended ticket folder. The customer still gets the answer though, but it is pretty annoying.We do not have forwarding or anything like that set up. Does anyone have any clues of why this is the case? If you need any more information im happy to share.Best,Johan

I just tried to add a new mail address in the admin center to use them later as trigger. Although this mail seems to not existing yet, I got the error that this mail address is already used. Where can I looking for this mail address? Thanks. I've no clue why this happens and want I can do. But I need this mail address for a new trigger.

Hi Team, New to Zendesk . Hence would require some assistance on how to copy public note content to subject of ticket once a ticket is created. For eg the public note only has the content HRC0010678 . The zendesk ticket should have subject HRC0010678 ----existing subject---------.   Can this be achieved by trigger rules or Macros .   Thanks Manasa

One of the staff (Contributor role) sent an email to our internal support and noticed that the email is created as an internal comment in the ticket.I've read through some FAQ's and Community posts, but they are referring to replies (which this is not) or setting all comments to be set as private etc. None found so far seems to fit this scenario.Not sure where else to look to see why this email/first comment was created as an internal comment. Any suggestions or should I log a support ticket instead?ThanksJacques