Support

I have an automation that is currently working fine. All I want to do is add some logic to ensure that it wont run more than 1 time every 5 days.I thought this would be simple:1. add an action to automation to set a custom field on the user object to DATE2. add an addition check to the automation for NOW - DATE ≥ 5, if that condition isn't met, automation won't run. If condition is met, then per step 1, a new DATE will be written to the custom field on the user object.Apparently there is no way to make this simple process work - unless I'm missing something. Am I missing something?!?Problem 1: in the actions I've discovered I cant use something like {{now}}, or {{date}} for the custom date field as it will take only numbers or a pick from the calendar object.Problem 2: even IF I could get a date into the custom field, there's no logic it seems to do a simple {{now}}-{{today}}So what solutions has anyone come up with to limit the rate o

Hi,I am creating a custom form in our help desk but need to include a PDF (terms and conditions) for our end users to read before checking the box to submit the request.Hoping you can help.

I saw this article - https://support.zendesk.com/hc/en-us/articles/4408830699546-Migrating-the-Zendesk-Jira-integration-when-moving-Jira-instances   Anyone have experience migrating from JIRA Server to JIRA Cloud and ensuring you have the linkage retained between Zendesk tickets and JIRAs? We rely on this for longer term issues that require code-level/engineering work. Is it as easy as that article makes it seem? 

I just used the updated interface for macros. With the new Zendesk update to Workspaces: Macros, the manual editing of the order of Active macros is now broken.I created a new macro in Workspaces > Macros with the filter Status Active, which is inserted at the bottom of the list of macros.When I select  Actions>Edit order, the macros presented are not the Active macros. ERROR.In the previous Managing macros interface, the existing order of Active macros was presented (displayed) correctly.Is this a bug? Is there a fix?

Is there anyway to identify tickets that include an attachment in a View in Zendesk Support?

Hi, I was using macro for side conversation where I have used subject line with 900 characters using some placeholders and if-else logic to send an email to backoffice team with required format in subject which was working fine.  3669;test@example.com;710;19;Investor;Investor;Smith;September 16, 2024;Call Today, when I was trying to add one more field in subject line and then observed that it's not allowing me to use more than 255 characters in the code added to subject. This has a severe impact on my solution.  However if I try using side conversation using trigger then I do not see limitation to subject length. Please suggest how can I achieve the same. 

How do i interpret whether a ticket has breached the SLA Poilcy or not from Ticket Metrics Events REST API ?

Hi All, I'm new to this forum.  We use Zendesk as our way for clients to raise tickets to us.  Recently I notice that if I reply to the user within Zendesk, to their email they used to raise the ticket, the reply is getting sometimes flagged as spoofing.  If I send them an email from my Google account to theirs without Zendesk, it does not get flagged as possible spoofing.  Anyone else seeing something like this?  I'm trying to find a full message header from within Zendesk but unable to do so.  Thoughts? Thanks

I am trying to write Liquid logic into a trigger to compare today's date to a custom user field date.  Use case is that I am setting up user fields to allow users to specify a start and end date to their OOO, to send a different autoresponse if the assignee has specific their OOO date. I added a custom user field of a date type.  I then read multiple places to do a "plus 0" which will convert the date to a string.  I then do the same for current date.   My two variables give the correct response, for example ooostart provided 2024090700 for a date of 09-07-2024 and current_date provided 2024090620.  I then tried to write logic to compare them, “ooostart <= current_date ” but it always gives a true response, even if it is not true; in fact, both ooostart <= current_date  and ooostart > current_date give true responses. No matter what I do, the comparison logic is always true. 

We use Zendesk integrated with our Chatbot for customer support. When a customer interacts with the Chatbot and reaches a point where their issue cannot be resolved (e.g., they select options that do not solve their problem), a ticket is automatically created. This step is labeled "Transfer to Agent," and once the ticket is created, our agents respond via email rather than through the Chatbot, which is our preferred method.However, once the issue is resolved and our agents mark the ticket as "Solved", and after 24 Hours is marked automatically as “Closed” there is no indication within the Chatbot conversation that the ticket has been resolved. The Chatbot conversation remains static, without showing any indication that the ticket is closed or providing a cue to the customer that the conversation has ended or that they can start a new inquiry.Our Request: Clarification on Current Functionality:Is there currently any way

I want to restrict a ticket field updation to sepcific group? 

Hi Community,   I’m trying to set an agent signature based on the channel that the ticket came from.   I know that there’s no way to check for channels with Liquid Markup, but I was hoping there would be a way to look if certain ticket fields are filled in. I would set these ticket fields via triggers beforehand.   This is the code I tried to use without any luck:   {% case ticket.ticket_field_option_title_ 360009740214 %} {% when 'dmeme' %} {{agent.signature}} {% when 'dcoco' %} {% else %} {% endcase %}   I also tried looking for tags but had no luck with that either.   Is it that the Liquid Markup cannot look for ticket data in the agent signature?   Looking forward t

We're trying to create two triggers or automations—one to tag a Next Reply SLA breach and another for a TTR SLA breach. Our goal is to use these tags to send separate notifications to Slack.However, we’ve run into a limitation: the conditions for 'Next Reply SLA breach' or specific 'SLA Metrics' are not available in the automation conditions (ALL/ANY). Instead, we only see two options: 'Hours until next SLA breach' and 'Hours since last SLA breach.' This absence makes it impossible to distinguish between Next reply time and TTR, as we want to tag these SLA breaches as intended.Since we're on an Enterprise plan, I'm unsure why these options aren't available. Could you please confirm if the specific SLA metrics (like Next Reply Time and TTR) should be accessible in our triggers or automations?

Is there a way we can export all macros from Zendesk and also convert the markdown to HTML if the macro involves a public comment?

Buenos días ¿Es posible borrar/eliminar tickets automáticamente si cumplen un criterio? Por ejemplo, los tickets que tengan un asunto determinado, que se eliminen al crearse de forma automática, he mirado por disparadores y automatizaciones y no logro hacerlo. Gracias.

I'm looking for a simple way to retrieve the message-id from 40 tickets. It looks like this is not included in any of the API endpoints I have checked. I really do not want to have to open up each ticket, open the original version, switch to source, hunt through it, and copy this out manually by hand. Is there any other alternative ways to get at this data? 

How to apply triggers based on agent status. For example, agents offline assign the ticket to a group and place it on hold. If agents are online, assign tickets to the agent. We currently use omnichannel routing. We tried to set this up using triggers and a third-party app but were unsuccessful. Any help or advice on this would be greatly appreciated. 

Hi, one of our customers uses side conversations to communicate with us (IT serviceprovider).Unfortunately, our own ticket system (Autotask) can't simply answer those emails, but is instead creating a new email, which is removing the header information.Therefore, an answer is always generating a new ticket in ZenDesk on our customer side. To combat this, we tried to write to support+id<ID>@customer.zendesk.com. This results in the mail getting to the correct ticket, but not in the side conversation. Is there a similar address to write directly to the side conversation (like i.e. support+side_id<side_id>@customer.zendesk.com) or any other solution that doesen't involve using either the header or involves something like parsing the header information on our side and use some of it's information in the subject or body of the mail? Thank you in advance and best regards, Marcel

are we able to pull a report on outbound email sent through zendesk based on subject title?  Is there a way to track open rates on these zendesk outbound emails?

Has anyone encountered this? Whenever I add {{satisfaction.rating_section}}​, it looks very odd when looking in the email: I don't have any additional formatting in the trigger, I even created one from scratch to test this just in case. Any idea how to make it look more like:

Hi everyone, I'm a newbie in Zendesk but i need to find a solution for a customer.He doesn't want to use our forms but he prefers to send us an email.I know the first step : how to create a specific email to receive their requests.Then, I was thinking of imposing an email template on him. But, how can I configure it to read the email, retrieve certain values ​​to complete my custom fields.These are like parsing functions, is it possible natively ? Thanks in advance for your help Nicolas

I am unable to get into Zendesk, it seems like the account has been compromised. I am trying to change the password but unable to do so. Please assist.

Hi Everyone, Hope the community can provide some guidance here, because I am quite stuck and could really use some advice. We have our SLA's set up in Zendesk in a very basic fashion: First reply must be within x number of hours dependent on ticket severity Resolution within x number of hours dependent on ticket severity. More often than I would like, our customers will log a support ticket asking for a task to be completed on a particular day - often weeks in the future. We set the due date, and have an automation to run to e-mail agents and remind them when the task is approaching. However - the tickets almost always breach Resolution SLA because it's passed X number of hours, but happening on a date defined and agreed with the customer. So from my perspective, isn't really an SLA Breach because we're actioning the request on a specific date agreed by the customer. Does an

Hi all, Not sure the topic is right, I need to create a custom field on ticket which shows the same number that comes up on the upper top bar (as per email below). In sum: whenever the type is "Problem" and a related “Incident” is created, I'd like to have a custom “counter” field on the ticket that works with the same criteria of the one showing up on top. Is there a way to do that? 

I want to know how to get the meta data of Facebook comment when it create a ticket I want to know the comment ID / comment ID how to get these Info inside Zendesk ?