Support

I need to copy value of one of the custom ticket fields to another custom field. So, I am trying to get the value of field1 using "client.get()" and once it is returned, trying to assign it to field2 using "client.set()", as shown in the code. But it isn't working. Can someone please suggest what's is wrong with this code or provide an alternative code to achieve this? I am executing this on "ticket.save" event in ticket_sidebar location. var client = ZAFClient.init();client.invoke('resize', { width: '100%', height: '200px' });client.on('ticket.save', function(data) { client.get('ticket.customField:custom_field_900009336126').then(function(data){ console.log('fulfilled'); //this is printing console.log("Field_1_Value", data['ticket.customField:custom_field_900009336126']); //this is printing //Assign value of field_1(900010861363) to another field_2(900005555555) client.set('ticket.customField:custom_field

Basically I'm trying to mimic a condition for "Tags - Contains at least one of the following - 'foobar'" but as liquid markup. Is there a way for a liquid `{% if %}` to look at ticket tags for the presence of a specific tag? I'm not finding this specific answer in docs / other posts, but piecemealing various things I'm wondering if this is it; {% if ticket.tags contains 'foobar' %}  

We have experienced that adding public comments to a ticket in Zendesk and then trying to change the ticket status with it simultaneously, doesn't update the status but results in submitting the ticket with its previous status. It causes users to receive multiple notifications since agents have to manually change the status again, after submitting their comments.  Any possibility to change that?

Hi, Is there a way to automatically add someone as CC in the submit a request form? So, whenever a user submits a ticket for a specific request type, the CC field should automatically add someone's email address by default. Can this be implemented through Javascript? Please help.

The default view of of the 'incident' tickets within a 'problem' ticket  has a limited number of fields (Status , ID, Subject, Requester, Requested, Group, Assignee).  Can that view be customized. In particular, I am looking to add 'solved' field to be able to see the solved date. In addition to being able to solve all the incidents by solving the problem ticket, we'd like to be able to solve the incidents individually and see the solved date in the view. Thank you!

Dear Zendesk team and dear community. We have a use case that I can't fulfill, and I go to this whole beautiful community to see if anyone is experiencing the same thing or if the Zendesk team has any additional workarounds.I will describe the case below (please be patient, it is long): * In my instance I have 5 brands (A, B, C, D and E), each brand represents a different company and brand A was the first to be created in the instance * The mark To the tickets of your clients enter only by form (guide activated) * In brands B and D, your customer's tickets enter only through the zendesk bot in messaging format where we have configured a transfer step to an agent (without activated guide) * Brand C, the tickets of your clients enter via form and bot in messaging format (both from zendesk) (with guide activated) * The E mark, the tickets of your clients enter via bot messaging format (with guide activated) * Each brand has a differe

I file tickets on behalf of customers, but don't get assigned the tickets I create, making me the submitter, the customer the requester, and one of our support reps the assignee. Unfortunately this means I haven't been able to create a view of all tickets I've submitted because assignee and requester are conditions that wouldn't match my name, and submitter, which would match, doesn't appear to be a condition that can be specified in a view configuration: I can search for "submitter:me", but it'd be nicer if I could just have a permanent view with these results. Is there any way to create a view of tickets I've submitted?

Hi there, is it possible to compose a view based on SLAs data? In other words, is it possible to compose a view with, at least, the following fields? Ticket Ticket status Policy name Metric Metric status Target Target status

Hi, We allow our customers to forward emails to our Zendesk email to create a ticket. But the problem we have is few of our customers forward pages of email conversation which ultimately creates a long Zendesk ticket.  Is it somehow possible to truncate the forwarded emails and configure Zendesk to accept 'x' number or characters ?

Is there a way to change the email address (Channel) that outgoing notifications are sent from based upon the Form used to submit a new request? We would like a specific subset of end-users to use a Form to submit new tickets rather than emailing the address directly (because of required ticket fields). But since it comes in as a Form, the notifications go out as the default email address (Channel). I'm really hoping that can be changed, maybe with a separate Brand.?. Thanks for any help!

Hello,I've just installer the Microsoft Outlook Add-in and I'm facing the problem that ticket are automaticcaly assigned to the default group.Is there a way to modify that and be able to choose which group to assign ? Thank you very much

I have a simple view looking at Category is Support, Status is not solved, Status is not closed Hours since Open Calendar hours greater then 720 hours.  Tickets can meet any of these conditions to appear in the view: Status is new, open, pending, on hold; I find however that there are tickets not showing up in the view that fit the requirements.  What am I missing?    I did some more research and found there is a difference between created date and open date.  can someone tell me the difference between hours since open and hours since created? 

Hi,  I'm new to zendesk and wanted to create a button that users could click that would add the text string "Escalate" to the comments and save it. I have a trigger that watches for this and kicks off internal process that with escalate the ticket.    Any advice would be great!!  

Hello,    I have currently an issue with Zendesk Workflow.  I have notifications from a third party application which are redirected to Zendesk. The issue is the notifications is from the app and they make a reply to that leads to my client.  I want this type of ticket to be linked to the app user, i created, and not the client.    How can i do it ?   Best regards Julien 

Is there a placeholder or a way to get the current comment in a Trigger? Additionally, a way to determine if there is a comment? End goal; include the current public comment in an email if there is one, otherwise just other details from the ticket. What I don't want is whatever the last public comment was (might not be relevant). There is the condition to see if a comment is present and viewable by the requester, but the only operator choice is "IS", there isn't a "IS NOT" option. So I'm left trying to figure this out with Liquid markup and a placeholder/output field.

We are unable to sort email tickets by subject this morning.  Is this a bug or new expected behavior? 

Hi, We are using Zendesk Support for Email. Here is your scenario, 1) Customer email the business, and one agent gets the ticket and replies 2) The customer replies to the agent's reply, and the ticket is automatically assigned to the previous agent who replied Is it possible to configure it such that when the customer replies, it would not assign the ticket to any agent?  Because we have a pool of agents who can help reply.   Thanks, Sunny

I'd like to setup a Trigger that sends an email to someone not associated with the ticket (requester) and not an agent, is that possible? It seems like the "Email user" action can only email contacts associated with tickets (requester / CC's) or agents...

We cannot use the triggers to set values to a ticket field if the field is a text field. However, if the field is a dropdown menu, then the trigger can set the values. May I know if this is not possible to set ticket field via Triggers if the field is a text input? 

Hey everyone, I am trying to set up some metrics and analytics. My numbers are skewed because we get a lot of notification emails in our ticketing systems when something fails or has an error.  We then merge those tickets into ongoing tickets, which is good, but, it marks them as solved. So when I go do my reporting for avg ticket solves for each employee, some are skewed because they are the first to merge tickets, and in turn get more "solved" numbers toward their contributions.  Is there a way to stop merged tickets from being marked as solved?

Hello, For the past 2 days, my Zendesk hotkeys CTRL+ALT+M which I have bound to my Razer Naga Trinity side panel buttons have not been working. I've tried manually entering the hotkeys via keyboard and there's no response whatsoever. Here's an example - I am pressing CTRL+ALT+M to access the macro menu (no response), CTRL+ALT+N (desired response) and CTRL+ALT+, (desired response): https://www.screencast.com/t/MTk4ipqRg2 I'm not sure what could be causing this but any insight and help would be appreciated. Thank you.  

Hi, I have a situation whereby we receive an automated ticket that states: "if another such ticket comes in within 5 mins [of the 1st ticket], urgent action must be taken, otherwise if not: the priority can be reduced." It'll always be the same organisation so is there any way the first ticket can be marked / tagged that if another ticket is received within this 5 minute period then a specific action is triggered, e.g. Email agents? It this within the scope of triggers and automations or is there a different way to possibly set this up?   Many Thanks Helen

W e're trying to add a notification or a little sentence, that when a customer opens a ticket, it shows information about that particular customer (for example, "this one has 1 hour support per week" or "this one has unlimited support but only remotely")   is that something possible to create? even a popup to the agents when they enter the ticket for the first time. we of course are willing to pay for addons, I just didn't find any that fit that need.  Tried to use the warn_me tag with no success.  Would really appreciate some help.

Hi How do you setup prefix to incident and problems for example have a prefix of INC for Incident and PRI for problem at the moment in ZD it just shows a number    

Hi, I would like to know if it's possible to completely white label our Zendesk please, including our own brand, design, logo, etc.. and how to do it if possible. And that for both internal and external use (so Zendesk support for agents and public comments for customers). Thx, regards.