Support

I'm part of a support group and when a ticket comes in, or a customer replies then we all receive the notification email - all good. But when I reply to the customer, or make an internal comment, I receive an email notification of my own reply. This is because there's a trigger which says to email the group on all updates to tickets. But I really want a trigger that says "email everyone ELSE in the group (except the current user) on all updates to tickets"

Is it possible to enable a macro to be added as default for all comments on tickets?Or another feature that acts as a signature?I would like for:Best regards,{{ticket.assignee.first_name}}To be at the bottom of ticket replies

Is there any way to get notified in a side conversation, either via a comment or change of status, if the "parent ticket" is solved? For us there is not really a point to check the side conversation if the parent ticket has been solved already

title says it all really, when does zendesk decide to not show a ticket on the Interactions bar while viewing a ticket. me and my team were taught all Interactions would be there which is clearly not true.Is it based on the age of the ticket? How old does the ticket need to be to be removed from the Interactions bar while viewing a ticket?

Hi Zendesk Expert, I found that one of my ticket did not pause SLA Breach time when the status is in pending and on-hold. The real SLA should be about 2 month, however, in the system, it shows half year... Anyone knows what's going on? Thanks, Jennifer.   My SLA Policy:

Hello, I'm new to Zendesk and had some general support questions.  I don't see an email address for that, so perhaps that's my first question.  Is there a support function? On a more specific issues most of our users use email to open tickets.  Is there a way we can either use a secondary email address for urgent/critical tickets such that they are classified as such?  Or is there a way based on a word or phrase that we could have a ticket classified as critical?  Appreciate any feedback anyone might have. Thank you, Greg

I am in the process of defining and creating a number of new ticket forms and associated fields and after creating a few manually I wondered if there was a way in which I could either bulk create/upload Forms and Fields or at very least just create the fields via an upload thus making Form creation a little easier.

Apologies if this is documented somewhere, but I couldn't find info about this. Is there some documentation about what CSS classes are available in emails sent as an action from Triggers or Automations? In the email (channel) template, I see that there are "styles" injected. I'm thinking there might be something similar to the placeholder reference document.

For about 3 weeks now, I've noticed that almost everything I click on a NEW ticket, the page automatically jumps down 1/2 the page and doesn't let me in the ticket.  I will have to click the NEW ticket a second time and then I'm navigated into the ticket. Can this be fixed? Is it a know issue?  Thoughts?

Hi,  I need to download and save all the tickets per organisation per months for GDPR. How can I do it? Thanks a lot  Valentine

I'm trying to setup conditional fields (If X then Y statements). I am able to see the X statements but the Y statements are missing from the dropdown menu. I checked the Y text fields and they seem to be correctly configured (dropdown + editable for end users)   What am I doing wrong?!?

We have agents that switch off between email, phones, and chat. The operating hours notification keeps popping up over and over if the agent does not choose to go online. They X out of the pop-up but every time they navigate to a new screen, it pops up again. That pop-up is distracting and should remain closed once it is closed. It is inefficient to go into every agent profile and edit their permissions every day based on their task. 

How to stop tickets to be suspended even when the email or domain is added to the allow list. We added all the domains and emails to the allow list, but the tickets are still being suspended.  Recovering them manually is to much work. Is there any workaround?

When I select the Due Date, if it is at a certain time of day, the date changes automatically to the next day according to the UTC date.  We are in NZ so this is happening frequently.  After the ticket is created, I can see the due date is set to the correct local date but the UI still reflects the UTC date.  This is causing issues with our staff who are trying to set the Due Date but can't see the date is set correctly until after the ticket is saved and having to check the Event history of the ticket. Please can the Due Date reflect our local date and retain the correct value when it is selected?

Is there a possibility to adjust our email template in such a way, that the user profile photo is still shown, but the email body is not indented? Currently, when the user profile photo option is selected, this means that the text body is indented, and I feel that this is a waste of screen real estate on mobile devices.  

I need to forward all emails from another work email address to Zendesk, but I am prompted with a failure. The reason is Forwarding check is pending, see details since 2 minutes ago SPF does not include Zendesk Support View Details DNS records are not set correctly View Details  Is there anybody who can help? :)

Can you display organisation fields in a ticket, or is the assumption the agent will just look at these details via the org the requester is linked to? I used Zendesk a few years ago in a different company and am sure we had custom org fields showing in tickets (and ticket views).

When working with multiple tabs, our agents find that it isn't easy to immediately identify which tab is the active one. It would be great if we could for example customize the UI colors for the ticket tabs, so that we could make it clearer to the agent which the active tab is. 

We are using custom fields and views to structure our data. Since the first set up we applied some changes to the respective fields. Some fields are just renamed, others are deleted and new once are added.  What is happening with historical data (e.g. closed tickets created one year ago) in terms of these fields? Are tickets reassigned?   

Is there a way to reorder fields like the ability to move/drag a field up or down.  Our current issue is that we would like to move a field up towards to top of the page that's currently at the bottom, see image below:    

Hi,  I have a problem with receiving a lot of (even though I checked that the emails I send to are accurate and up to date) "Your message to xxxx has been blocked. See technical details below for more information." or  "Your message wasn't delivered to xxxx because the address couldn't be found, or is unable to receive mail." Question 1: These responds shows as Opened for those emails and the statistics for opening rate is very missleading. Can I turn off "opened" for these causes?  Question 2: Does anyone know why the emails is not passing through? I have checked the domain in different "black listed domains" but no warnings. I get these even if I just send 15 mails per day. Any tip? I have followed the instructions and information in these error message but no improvements.  Thanks in advance.&n

Hi  Not sure I missed something, but from time to time, I have one of those triggers where a certain agent has been assigned, or a view where a certain agent has access. Now, if this agent leaves the company or changes jobs internally, I'd be really happy if there was something like a "show all objects and rules with invalid arguments" to be able to quickly view and fix this kind of problems. I'm managing only about 30 agents, and it's already a PITA. I imagine that it doesn't get any easier with more agents. Any advice?

Hi there, We currently raise tickets to a 3rd party system for specific issues. I'm looking to try and receive the replies from those tickets into a side conversation. Is there a way to retrieve the email address of the side conversation so that it can be added as a recipient of the 3rd party ticket? Otherwise, is it possible to reply to a side conversation with a new email? Such as by adding a reference number to the email body etc? Thanks

Hello all, So, let me explain what I'm trying to do here. We use a third-party provider where we raise support cases. This is normally based off a request to do so, from a Zendesk ticket we get. We have to raise cases with our third-party provider via their support portal. During this process, we add an email address to which we want to receive the response. Their system and our Zendesk system are not connected in any way, nor can they be. They run independently from each other. When our third party respond to our request, they email us the resolution. What I would like, is for that email response, to go directly to the Zendesk ticket, rather than our inbox. In order for this to work, when raising the request with our third party, we would need to enter the email address of the Zendesk ticket as a recipient address. Unfortunately, I have not been able to identify a way of determining what the email address of the ticket would be. I know generically

I have a new Bluetooth set of earbuds that have paired with my work laptop and work for all applications except Zendesk phone calls when running in Chrome browser. I cannot hear anything. The person on the other end of the phone call can hear me fine, so the microphone works. I can't hear anything. Ran Zendesk in a Firefox browser and they worked fine. Is there some advanced audio setting in Chrome that I need to modify?