Support

I am looking for a way to trigger a notification to my team whenever an change has been made to an Organization. That is - we currently track account status within Salesforce, and have integration set up so that certain fields are linked between an Account in Salesforce and the Organization in Zendesk.  There are a few different use cases where a change could be made to an Account/Organization, completely unrelated to any open ticket. For example, we track active support contracts through custom Organization fields. If there is a change to the contract status within Salesforce, this constitutes as an Organization update in Zendesk, and the "Updated" timestamp of the Organization changes. I don't need to know specifically what changed, only that "Your organization has been updated" and it should trigger based on the "Updated" field in the Organization changing There are triggers existing right now but they are all based on Ticket activity.  Again the ch

Hey, im setting up zendesk emails and the forwarding dont work .. We have outlook 365 email and we receiving following error Remote Server returned '550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7555)'

Hi, We just upgraded our subscription from Essential to Team. Does anyone know if it's possible to group incoming tickets by categories, such as Requests/Incidents/Projects? I want all of our tickets to be in the SAME ticket view, not dependent on a certain status, just sorted under different groups/categories. We always get requests sent in with the same subject line: eg. "New Employee Request" and would like to group those automatically. I find it incredibly hard to get a quick understanding of how ticket views/user fields/org fields are supposed to work.  Thanks in advance. BR Ted

Hi All,we would like to create a trigger that if there's a ticket created it will notify all of the agents in a group through their email address... can you help me about this one? I see support answers with 'Email group':   But I only see "Email user": What do I miss? Thanks!

Have had some issues with Triggers notifying Agents when CC'd on a ticket but not when @mentioned in a private note. I'm aware that you can send an email notification to requester and CC, but I would just like to let just my agents know when they are @mentioned in a private note via email incase they are not currently in Zendesk.

Hello,  I wasn't able to find this issue here.There are four branches of my company, so we use 4 languages. I want to know, if possible to change the automatic subject content like "Chat with Visitor" or "Offline message from ..." to different language than English. I know this works well with phone calls (if correct language settings in the End User profile).  Is there some to way to change it?  Thank you  Jiri Novak

Is it possible to customize the priority names in the agent page to align with our existing types, or add a help widget that explains the meaning of each?

Hello, i hope maybe someone else already found a Solution for this. We are new with Zendesk and we want to implement it as soon as possible. But currently im hitting a problem i cant solve. First of all: We wanted to use as less as possible E-Mails for our tickets.  Internal communications to a special ticket is often needed. For example i can't help myself with the problem, so i ask in a special View for Help. - This already works.  Now someone know what to do and he gives me an private message and mention me with @.   Now here is my problem:   How do is see, that i have an answer?  - We dont want to send an e-mail for every mention, a notification or at least a small red circle would be nice.  Anyone got a solution or maybe a good App for this Problem? 

some of our customers would like to have always a special person in cc when other persons open a ticket - is there a possibility that I can assign a special email adress to each ticket as cc with a trigger? if the requestor has not included this person already?

Hello, I was wondering if there is an option in the API request to pull a specific macros_action_field. My goal is to be able to pull only macros that have created that do not have plain text. While pulling them all is not an issue at the moment, as time goes on, I would like to only pull newer ones that are missing this field. Similarly, if this is not available, is there a rule that can be set for all Macros requiring plain text before being submitted? Thank you in advance for your help

I want to attach an image in the middle of comment, but when i copy and paste the image it appears as "null" Please let me know how to resolve this error and how to copy and paste an image in the comment.

Our support team works from various countries/languages, and it would be great to have an option to trigger new tickets based on the language of the ticket.  Although we do have separate destination-specific emails where guests can contact us, some guests reach out via our standard customer support email.  No matter how many triggers we try to employ, there are still tickets that end up in the wrong group.  Would Zendesk consider adding a trigger option to filter by ticket language?

hi sorry for my poor english when I try to add view in my ticketing panel, I don't have any ADD button (like I see in guide line). so ... I can't add anything. if i try to clone an existing view, I have an error msg when I save. if I try to change an existing view, I have an error when I save too. the error is in French "impossible d'enregistrer la vue" (can't save the view) thanks

When an agent has sent a response and is waiting for a response from the requestor, "Mark as Resolved" button may or may not appear. I also referred to the following article, but the conditions for the display appear to be met. https://support.zendesk.com/hc/en-us/articles/232053008-Requesters-are-unable-to-mark-tickets-as-solved-in-the-Help-Center Probably, but it looks like it is not displayed if the request was an Agent or Admin. Is there such a specification?

When printing a ticket, some tickets print header and body of ticket on 1 page and some tickets print the header on one page and body on a second page. We are unable to understand why some print over a minimum of two pages and we are unable to make it all print on 1 page.

Is it possible to set up a trigger such a way that if a certain tag or certain type of form is selected then response will go through a particular channel (Email address) regardless of which channel ticket is received? For example : Ticker 123 is submitted via web form, and is assigned to tier2 support, any public comment on that ticket will go through default email address. However i would like that response to through tier2 support email address. 

I was wondering why the ticket number was so low in the last few weeks. Then I learned why. Most of the tickets were marked spam. I recovered most of them. But now I'm wondering: what can I do to prevent this from happening in the future? how many tickets have I lost? Do they delete themselves after some time? (if yes, are they recoverable?) Thank you in advance for your help.

Hi I'm currently trying to separate tickets by its previous updates. For example, I want to identify ticket IDs that have been updated to have a "High" priority at least once in its lifetime (the tickets' priority then is changed back to normal after some more checks and investigations). But other than that I also want to know every single update for each ticket IDs that meet that criteria. Filtering with "Update Ticket Priority" or "Changes - New Value" to "High" would only show the updates that have "High" priority meanwhile as I said before, I also want to show all of the updates of the said ticket IDs. Any tips on how I could perform such filter/selection?

Hi all! I've created a navbar to sit in all the outbound emails we send, as we now have a second support team I would like for them to have their own navbar. The HTML code is solid and has been tested to ensure it resizes correctly so I have no issues there, where I have been struggling is the use of liquid to change the navbars content based on either a) the support email the request was sent to or the tag assigned to the support request. From a few articles here this is what should work: {% if ticket.tags == uk %}HTML CODE FOR UK NAVBAR{% else ticket.tags == de %}HTML CODE FOR DE NAVBAR{% endif %} This only sends out the DE navbar to all emails received at any address.  I've tried the following {% if {ticket.tags} == 'uk' %} and that either produces the same result or sends nothing out at all (the same result to all emails received). I also tried to see if I could

I have more than 15,000 open tickets. I want them all closed. How can I do this? 

Hi All, Need your quick inputs to restore the data back. We have deleted the Zendesk data by mistake in one of the client instance. While deleting the category, by mistake deleted all the categories and sections. Due to that we lost the whole data in the instance.  Please advice how can we restore it back.

In either of these scenarios: 1. Creating new views 2. Adding new columns to views When I click save, there will always be a Could not save "<view name>" view message that appears. 

Hello,I am trying to setup views that will allow our support to search tickets under specific ticket age or timeframe (such as tickets old from 7 days, 15 days or 30 days). Would it be possible to create such filters or conditions in Zendesk ? From experience, Salesforce used to allow me to do such things.Thanks for any help & looking at this request !Adam.

We need the ability to make a private comment public after review. Does Zendesk support that?  

In the text box, sometimes words randomly duplicate and the cursor moves somewhere else in the text box, resulting in me having to delete the duplicated word. I'm using the Grammarly browser extension, in case that helps at all. Please see the screenshot below.