Forums/Documentation/Agent Guide

Managing your tickets

Anton de Young
posted this on April 06, 2012 13:57

As an agent, your primary responsibility is to solve your customers' support requests. To do that, you work with tickets, which can arrive in your Zendesk in various ways such as via the Web portal request form, directly through email, by telephone and text chat, and from social media such as Twitter and Facebook. The options your customers have for requesting support are called channels. The channels that your Zendesk supports are determined by the account owner or administrator who set up your Zendesk.

Depending on how your Zendesk manages the ticket workflow, you may manually select and assign tickets to yourself or other agents. Tickets can also be automatically assigned to you and other agents via automations and triggers, which are referred to as business rules (you can read about these workflow management tools in Streamlining your support workflow in the Zendesk Administrator Guide).

This article covers the following topics:

Viewing tickets

All of the tickets in your Zendesk are listed in and are opened from views. Zendesk provides you with a standard set of views that organize tickets into lists based on a typical ticket workflow. For example, all of your new unassigned tickets are listed in the Unassigned tickets view.

An administrator can create new shared views (views that are visible to all agents) and edit the standard views provided by Zendesk. As an agent, you can create views for yourself so that you can organize your tickets according to your own criteria and preferences.

For detailed information about using and creating views, see Using views to manage ticket workflow.

Knowing when other agents are viewing a ticket

To help prevent more than one agent from working on a ticket at the same time, an alert is displayed in the ticket when you and someone else are simultaneously viewing a ticket. This feature is available in the Plus and Enterprise versions of Zendesk and is called agent collision and it looks like this in the ticket.

However, just because other agents may be viewing a ticket at the same time doesn't mean that they are assigned to the ticket or that they are making any changes to it. This alert is just to make you aware of who else is viewing the ticket. Any of the agents that have access to the ticket can make changes to it; therefore, it's good to know who has it open and avoid more than one agent working on a ticket at the same time.

You'll also see the agent collision message in the ticket summary pop-up that is displayed when you hover over a ticket in a view with your mouse.
Zendesk Classic: The ticket collision message is displayed across the top of the ticket page.

 

About ticket fields

Typically when an end-user submits a support request, they provide the subject and description of their question or support issue. They may also be prompted to provide additional data such as a model number or product version using custom ticket fields. All of the other data in a ticket is set by you or behind the scenes using the business rules that have been set up for your Zendesk.

Each of the standard ticket fields (referred to as system fields), those that are shown in the agent's view of the ticket page, are described below.

Requester All tickets require a requester. The requester is the person who made the support request.

If needed, the ticket requester can be changed to someone else. See Changing the ticket requester.

You can also create a ticket on someone else's behalf. See Creating a ticket on behalf of the requester.

Group
The assignee can be set at the same time in Assignee field.
Zendesk Classic: The group is set separately from the assignee. You first select a group so that an agent from that group can be set as the ticket assignee.
Assignee The assignee can be either a group or a specific agent. See Manually assigning a ticket to yourself, another agent, or a group.
CC If your Zendesk has been configured to allow it, other people can be CC'ed on tickets. Both the requester agents can add CCs to a ticket. The requester does it by adding CC email addresses if they requested support via your support email address. Agents can add CCs using the CC field when updating the ticket. See Copying someone else (CC) on a ticket.
Share The Share field is only displayed if your Zendesk has enabled ticket sharing, which means that tickets can be shared with other Zendesk accounts. See Sharing tickets.
Subject The Subject field is required. It's typically included in the support request submitted by the requester. For example, when someone submits a support request via email, the subject line of the email is used as the ticket's subject.
Description The description is required. This is the text of the support request. When an end-user submits a support request via email, the body of the email request is used as the description. The description becomes the first comment in the ticket.
Status There are five values for status: New, Open, Pending, On-hold, Solved, Closed. A ticket's status can be set and updated either manually by an agent or automatically via your business rules. A ticket's status cannot be changed to Closed manually however; that is handled automatically via your business rules.

New means that the request was received but that it has not been opened and has probably not been assigned to an agent. The New status can indicate that the support team is evaluating it to determine who should be assigned to resolve it.

Open means that the request has been assigned to an agent who is working to resolve it.

Pending means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.

On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (see Adding the On-hold ticket status to your Zendesk in the Zendesk Administrator Guide)

Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (the exact number of days depends on how an Administrator set this up for your Zendesk). Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved and reply back to the ticket solved email notification.

Closed means that the ticket is complete and can't be reopened. Requesters however can create follow-up requests for closed requests.

Type There are four values for type: Question, Incident, Problem, and Task. You can also set the type to none, if you wish; it is not a required ticket field. Setting the type helps you to categorize your tickets, which you can then use in your workflow. For example, you can create views of tickets by their type.

Question is used to indicate that the requester's issue is a question rather than a problem that needs to be solved.

Incident is used for occurrences of a problem that affect more than one person. For example, if the wireless network in an office stops working, the problem will probably generate several support requests. Instead of handling each ticket separately, create one ticket describing the problem and set the type to Problem. Next, link the incident tickets to the problem ticket. When you solve the problem ticket, all of the linked incident tickets are solved too.

Problem is used to indicate that the requester is having an issue with your product or service that needs to be resolved.

Task is used when you want to assign the ticket as a task to a specific agent. When you select Task, you also set the Task Due Date.

Priority There are four values for priority: Low, Normal, High, and Urgent. You can also set the type to none, if you wish; it is not a required ticket field. How you weight the priority of your tickets is up to you. For example, you might assign a ticket to Urgent based on the customer who submitted the request or based on how many hours have passed since the ticket was created.
Tags Tags are used throughout your Zendesk to add additional information to tickets, which can then be used in your ticket workflow. Tags can be added to tickets in the following ways:
  • You can add them manually.
  • Tags can be added (and removed) automatically based on your business rules.
  • Tags can be added to users and organizations and these tags are automatically added to tickets.

Tags are flexible and powerful tools that can be used in many ways. For more information about tags, see Using tags in the Zendesk Administrator Guide.

In addition to these system ticket fields, tickets can also contain custom fields, which are used to gather additional information from the person who is requesting support. For example, your Zendesk may add a custom field prompting them to select a product name or model number. Custom fields are added by administrators. For more information, see Adding and using custom ticket fields in the Zendesk Administrator Guide.

Adding comments to tickets

Once a ticket has been created and it's been assigned to an agent, it's the agent's job to resolve the support request. To do that, you may need to gather more information from the requester. To communicate with the requester, you add public comments to the ticket. Public comments can be read by anyone who has access to the ticket.

Each time you add a public comment, the requester is notified via an email message. If the requester responds back to the email notification, their response is added as a public comment to the ticket. All of your communication is captured in the ticket.

You can also add private comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users that may have been CC'd on the ticket.

You cannot remove a comment from a ticket.

Note: If you need to permanently remove sensitive data from tickets, including text in comments or ticket attachments, ask your administrator to use the Redaction API or the Redaction app. For information about the API, see Redacting a comment and Redacting attachments. The Redaction app is on Zendesk Labs and is not yet an official, supported app. To use the app, get the Redaction app on Zendesk Labs, then upload and install the app in your Zendesk.

To add a comment to a ticket

  1. Select a ticket.
  2. To enter a public comment, click Public reply or, to enter a private comment, click Internal note.

    Zendesk Classic: If you want to make a comment private, deselect the option below the comment box.
  3. Enter your comment.

  4. Click Submit to update the ticket.

    You cannot delete a comment after it is added to the ticket.

It's also possible to add a note to more than one ticket at a time by bulk updating tickets. See Bulk updating, deleting, and merging tickets.

Adding attachments to ticket comments

Comments can also contain file attachments. To attach one or more files to a comment, click Attach file.

The maximum size of an attachment is 1 MB for Starter, 7 MB for Regular, and 20 MB for Plus and Enterprise. The files you attach to the comment are added to the email notification message.

You cannot remove an attachment from a ticket after you have submitted the ticket.

Changing a public comment to private

After you have submitted a ticket, you can change a public comment to private. Agents can change only their own comments from public to private. Admins can change any public comment to private. You cannot however change the first comment in a ticket. This is the ticket description and is always public.

To make a public comment private
  1. Open the ticket that contains the comment you want to change.
  2. Click the Events link in the comments section.
    Zendesk Classic: Click the All events and notifications link in the comments section.

    The ticket's events and notifications are displayed.

  3. Under the comment you want to change, click Make this comment private.

Quickly assigning yourself to a ticket

When viewing a ticket, you can quickly assign the ticket to yourself by clicking the Take it link, which appears above the Assignee field when you hover your mouse over it, as shown below. This ticket will be assigned to you when you submit the ticket.

Zendesk Classic: The Take it option is not available in Zendesk Classic. It is only available in the current version of Zendesk.

If you're creating a ticket for yourself, leave the Requester field blank. The system will make you the requester when you submit the ticket. You might want to do this when you assign yourself Task-type tickets, for example.

If Auto-assign on solve is enabled, you can automatically assign a ticket to yourself when you solve it, if the ticket is not already assigned. For information, see Enabling auto-assign for agents on ticket solve in the Admin guide.

Viewing a ticket's events and notifications

Aside from the ticket field data described in About ticket fields above, every ticket contains comments and events and notifications. Comments are either public, meaning that the requester can see them, or private, meaning that only agents can see them.

A ticket's events and notifications capture important events in the lifecycle of the ticket and can help you more thoroughly track the updates that have occurred to the ticket and the communication that has occurred with the ticket requester.

To view a ticket's events and notifications

  • Select a ticket and then click the Events link in the ticket header.

    The ticket's events and notifications are displayed.
    Zendesk Classic: To view events and notifications, select a ticket, then click the All events and notifications link.

Asking for more information from the requester

Many support issues require that you gather more information from the requester so that you have enough information to resolve their issue. You add public comments to the ticket, which are sent to the requester as email notifications. When you're waiting for a requester to provide you with more information, you set the ticket Status to Pending. Doing this indicates that the ticket, from your agent perspective, is on hold.

Then, you and other agents can view all pending tickets using the Pending tickets view. Also, it's a typical best practice to set up an automation that sends the requester an email some days after you set the ticket to Pending to remind them that their input is needed before their support request can be solved. Your automations are set up by administrators.

To set a ticket to Pending, just open it and change the status and then update the ticket.

When the requester responds and a new comment is added, the ticket status is automatically reset to Open. A ticket can be changed from Open to Pending and vice versa many times during the course of resolving the support issue.

Asking for information from a third party

If you need to get some information from a third party before you can provide the requester with a solution, you can use the On-hold status. This is an optional status and not available in your Zendesk unless an administrator has enabled it. Adding this status is described in Adding the On-hold ticket status to your Zendesk in the Zendesk Administrator Guide.

The On-hold status is similar to the Pending status in that you as an agent can't proceed with resolving the ticket until you receive more information from someone else. The On-hold status however is an internal status that the ticket requester never sees. While a ticket is set to On-hold, the requester sees the status as Open.

Problem and incident tickets

Incident is used for occurrences of a problem that affects more than one person. For example, if the wireless network in an office stops working, the problem will probably generate several support requests. Instead of handling each ticket separately, create one ticket describing the problem and set the type to Problem. Next, link the incident tickets to the problem ticket. When you solve the problem ticket, all of the linked incident tickets are solved too.

For more information, see the following topics:

Solving a ticket and understanding how it is closed

Once you've resolved a requester's support issue, you change the ticket status to Solved. This should mean that you're done with the ticket and that the requester is satisfied with the resolution you provided. However, a requester can reopen the ticket after it has been set to Solved just by responding back and adding a new comment. For example, perhaps the requester disagrees that their support issue was resolved or that something new occurred that invalidates the fix.

After you set a ticket to Solved, the next status change is to Closed. However, you can't manually change a ticket to Closed; it is set to that status via a predefined business rule called an automation. An administrator creates automations and determines just how long tickets remain in the solved state before they are closed. If an administrator deactivates the automations that close tickets, the tickets will be closed automatically 28 days after they're solved.

After a ticket's status has changed to Closed, the requester can no longer reopen it. They can however create a follow-up request that references the original, now closed ticket. Agents can also create a follow-up for a closed ticket. See Creating a follow-up for a closed ticket.

Tickets that are follow-up requests for a closed ticket are marked as such. For example:

Closed tickets are saved indefinitely. You can view the tickets by searching for them or by creating views of closed tickets. See Using views to manage ticket workflow.

You can delete closed tickets if you have permissions to delete tickets. Open each ticket and select Ticket Options > Delete from the menu on the lower-right side of the ticket page. You can't delete closed tickets in bulk in a view. However, an administrator can use the API to delete closed tickets in bulk. See Bulk deleting tickets in the REST API guide.

Managing tickets using email

In addition to using the user interface in Zendesk, you can manage tickets from your email inbox. For example, you can add a comment to a ticket by replying to a ticket email. You can also quickly triage tickets from your inbox by setting ticket properties in the emails' body.

Setting ticket properties

You can set ticket properties when replying to ticket emails or when creating new tickets through email. Set the ticket properties by including commands at the top of the email body. For example, to open and assign a ticket to yourself, add the following commands at the beginning of the email body:

#status open
#assignee your_email@zendesk.com

Hey Benson, sorry to hear you're having trouble... 

For a list of commands, see Updating ticket properties from your inbox.

Understanding the email token

Each email notification sent to an agent includes a token in the "reply to" email address or in the topic field. Examples:

Don't remove the token when replying to notification emails. Zendesk uses the token to associate your reply with the right ticket. If the token is removed, the response is routed to the Suspended Tickets view. An admin has to manually recover it.

Notification emails sent to end-users never include these tokens.

 

Comments

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Info

I'm ready to delete my first agent. Can you direct me to the section in your help notes about implications of this. My main concern is lost history of tickets that are 'closed' assigned to them. They have no more open / pending or solved tickets assigned. What happens to the closed ones?

August 30, 2012 20:15
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Shawn Collenburg
Project C Beta Testers

You can demote a login from "agent" to user. Just make sure the login (password) is blocked off (including changing the email address to a non-working one or something that redirects to you)

September 14, 2012 08:21
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Ron Vichar
gtatech

When I close a ticket I noticed that an e-mail is not sent.  I have looked in the settings and can not find a way that a closure e-mail would be enabled/disabled.

September 25, 2012 13:23
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Anton de Young
Zendesk

Ron,

Tickets are closed via an automation after they are set to Solved. The default automation in Zendesk is called "Close ticket 4 days after status is set to solved". You can of course change the number of days before a ticket is closed if you like.  

September 25, 2012 13:30
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Ron Vichar
gtatech

Ok great Thanks Solved/Closed are entirely two different things apparently.  A lot to absorb on day one.  I thank you for your timely response!

September 25, 2012 13:34
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Hagop Hagopian

HI Ron, I receive feedbacks(tickets) through an automated email address and not individually. So when I reply to each individual, to their private emails, they also get the automated email message as part of the reply. How can I remove that? Because in the email there are some that that we don't not want to share with the customers. 

Looking forward to your feedback.

September 28, 2012 11:12
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Justin Seymour
Zendesk

Hi Hagop: 

It sounds like you're referring to the Notify requester or comment update trigger. You can disable this by clicking on the cog  and then navigating to Triggers. Keep in mind that if you disable this, your end-users will not receive an email update when you reply to the ticket via the web portal or from your inbox. 

October 02, 2012 07:21
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Hagop Hagopian

Hello Justin,

Thanks for the reply and for the useful information. Is there a way that I can edit the reply part? Because I don't want to remove it totally?

October 02, 2012 08:07
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Justin Seymour
Zendesk

Absolutely! Just edit the trigger and modify the contents of the email body, under the Perform these actions section. 

October 02, 2012 08:16
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Hagop Hagopian

OK! Thank you once again!

October 02, 2012 08:55
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Danna

I've got a problem ticket & I'm trying to assign an incident to it. It wont allow me to add the ticket number. When I type in the ticket number I'm getting " - ".
I've tried changing the ticket from question to incident & adding the problem ticket at the same time. I've also tried changing it to an incident, saving as open & then assigning it to the problem. Neither allows me to assign it. 
Help! 

October 09, 2012 09:41
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Justin Seymour
Zendesk

Hey Danna: 

I've created a ticket for you -- we'll get it figured out! 

October 10, 2012 04:57
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Tim White

Are you able to resolve a ticket via email rather than having to access the web interface?

October 10, 2012 16:09
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Justin Seymour
Zendesk

Absolutely, Tim! Check out the Mail API

October 15, 2012 08:11
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Gareth

Hi there, 

I'd like to quote part of the customers ticket in the reply - mainly when they are asking many questions at once. 

Is there a nice short cut to do this and to have it formatted nicely on their screen?

October 22, 2012 21:30
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Gareth

And is it possible to change the default status when closing a ticket? It is annoying to have to always select 'solved' (instead of open) when we are replying to a ticket. 

October 22, 2012 21:33
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Justin Seymour
Zendesk

Hey Gareth: 

There's no way to quote specific parts of a previous reply. However, you could use a placeholder to reference what was previously said. However, it's possible that your triggers already contain similar placeholders. It is currently not possible to change the default status, but you can use some keyboard shortcuts to make a quick status change! 

October 23, 2012 07:37
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Alexey Gorin

Hi. Is it possible to attach file for ticket. I don't see such field type when I create some extra field.

November 05, 2012 04:40
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Justin Seymour
Zendesk

Hey Alexey: 

Make sure Customers can attach files is enabled from Settings > Tickets. A link to upload and attach a file will be included on the new ticket form. Additionally, your end-users can attach a file via email when they use your support address. Zendesk will automatically convert those attachments and include them on the ticket. 

November 05, 2012 06:44
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Alexey Gorin

Thanks for answer, Justin.

"Make sure Customers can attach files is enabled from Settings > Tickets"

* Yes it set so

* I can show you my settings, but in russian interface http://screencast.com/t/cF0ZnRF1WC

* But we don't have a link to upload file in ticket form http://screencast.com/t/W9WFFKhFs - only video

November 05, 2012 07:05
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Justin Seymour
Zendesk

Ah, the attachment option will be on the new ticket form, not in the Feedback tab pop-up. Sorry about the confusion. End-users can attach screencasts as you've shown. You'll find the file attachment option on the standard ticket form, as mentioned. 

November 05, 2012 07:08
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Scott Robinson II

Are you able using the syntax/template code to customize a notification email to show the following: your ticket is #3 of 5. etc? OR something similar? I see the option to display ticket id but not total ticket count or total tickets within a certain status.

November 10, 2012 10:49
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Justin Seymour
Zendesk

Hey Scott: 

I'm not aware of any custom code that would make that work. Additionally, we don't have any functions that would return that data when called, to my knowledge. 

November 19, 2012 05:15
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goldengun man

hi,

Zendesk team,

i have a doubt as to why you are tracking the IP Address and Place of Origin of the tickets ? on clicking the events button

i do not want my agents to see that info and be prejudiced while giving out service.

is there any way i can hide them.?

help me out 

December 10, 2012 03:37
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Justin Seymour
Zendesk

We track that information because it's incredibly helpful for troubleshooting and for security reasons. There is no way to limit what is displayed in the events log -- sorry! 

December 11, 2012 05:27
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goldengun man

Hi,

Justin, Thanks for the reply.

But could you please elaborate on the "Troubleshooting" ,"security" Reasons you've mentioned.

And how is the Tracking ( and Display) of such user Info is going to help us in the above stated 2 reasons.

Thank you.

December 12, 2012 05:14
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Justin Seymour
Zendesk

The browser information is helpful if customers are having a hard time using your help desk, or using your service. It may also eliminate a step in the communication process because the information is readily available. The IP address and location are helpful if you ever run into identity or authenticity questions. It's also good to have a record of all ticket activities, like trigger notifications, group changes and so on. 

December 12, 2012 05:28
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James Arthur Cattell
UKGov

Is it possible to add a public update to a problem, which then updates all the assigned incidents and emails each user, please?

December 27, 2012 03:10
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Anton de Young
Zendesk
December 27, 2012 07:04
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James Arthur Cattell
UKGov
that talks about solving, but not updating tickets or have I missed something, please?
December 27, 2012 13:20
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Veronica Rose-Mosser

Hi, quick question. We have some tickets that were moved to closed by the default automation in Zendesk. Is there a way to move these from a closed status? We're trying to clean up our reporting and need to add open/resolution codes. 

Thanks,

Veronica

January 04, 2013 11:36
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Jennifer Rowe
Zendesk

Hi Veronica,

No, unfortunately, it's not possible to reopen your Closed tickets. Sorry about that!

January 04, 2013 12:16
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Justin Seymour
Zendesk

James: I'm not aware of a method to make that work with the problem/incident relationship for updates. Maybe somebody else has some input? We don't send emails for problem ticket updates because the comment is usually specific to that problem ticket and end-user. 

January 07, 2013 05:33
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James Arthur Cattell
UKGov

Thanks Justin.  I don't understand and/or don't agree with your reason for not sending email updates for problem tickets.  The whole point of problem tickets is that there is a common issue affecting many users  Surely if I can close a problem and send the same email to all users, I should be able to update a problem and send it to all users.  Otherwise I'm going to have to go through 40 or so tickets and copy/paste the same update.  How do I make it work the way I want, please?

January 07, 2013 05:58
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Justin Seymour
Zendesk

Let's talk about this in a ticket, James. Stand-by for an email! 

January 07, 2013 06:02
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Jehanzeb Afridi
Globaltel

Hi,

How do I create a filter so users can only submit one request per certain amount of 
time (i.e. 1 email/hour).

January 07, 2013 10:49
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Justin Seymour
Zendesk

Hey Jehan: 

Unfortunately, there's no way to create custom filters to limit ticket creation. We do have some global settings that apply to all Zendesk accounts, but nothing that can be modified per help desk. 

January 08, 2013 05:00
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Davide Gomba

Hi Jenan,

Ho do I forward an attachment form an internal note (received from a third agent) to the customer?

I know somebody would ask: couldn't that agent forward himself to the customer? Agreed, but I need that exact feature.

Is it possible?

January 20, 2013 04:03
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Justin Seymour
Zendesk

Hey Davide: 

You'd need to reply to the customer with that attachment. In other words, you'll have to upload it with your new ticket response. 

January 22, 2013 06:17
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Adam Perlman

Hey Zendesk team,

I noticed that when I reply to a ticket that originated via the email channel as NEW, the requester gets my response.  But if I reply to that same ticket as SOLVED, I noticed that the requester does not get my response.  Am I doing something wrong?  Shouldn't my requester get my response regardless of whether I mark the ticket NEW or SOLVED?

Thanks!

January 28, 2013 05:29
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Justin Seymour
Zendesk

Hey Adam: 

You've disabled all of your triggers! Those triggers are responsible for sending updates to your end-users when you update the ticket. Head over to Manage > Triggers and enable the ones that are inactive. You're looking for: 

  • Notify requester of solved request
  • Notify assignee of comment update
  • Notify assignee of assignment
  • Notify assignee of reopened ticket
  • Notify group of assignment
  • Notify all agents of received request
  • Auto-assign to first email responding agent
  • Notify requester of received request
January 28, 2013 05:33
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Sean Harrington

I'm just trying to set up my account with an option that allows me to create tickets where the requester doesn't receive a response.  I tried creating a Macro where the Macro is set to have Comments set to Private.  But, the issue is that the "Request Received" email still goes out based off of my Triggers.

 

Unfortunately, there are no options under Triggers to set a Condition where "if macro = X, then do Y".  

Any thoughts on this?  It seems like this would be a really common function (when I called Zendesk you guys said you use that function internally).  But, all of the options I'm using from support are not working.

Am I missing something?

 

Thanks,

Sean 

February 12, 2013 09:51
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Shawn Collenburg
Project C Beta Testers

Hi Sean -

You can't base it off the macro itself, but you can have a tag that will suppress the trigger, and have the macro add the tag for you. You will then want a low-priority trigger to clear the tag out, or else notifications will be completely stopped.

Cheers, Shawn

February 12, 2013 10:18
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David Crompton
absolutemarketing

We often have a queue and the user may add a comment (update) to a ticket before it's actually assigned to an agent. Currently we don't receive an email notification when this happens. How would this trigger be set up?

February 12, 2013 13:27
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Justin Seymour
Zendesk

David: This is kind of tricky, since you'll probably end up emailing a group of agents instead of one person. You can create a pretty generic trigger to do it, though the notifications get out of hand if you've got a lot of people updating the ticket before its assigned. If new tickets in your help desk are also ungrouped when they arrive, you can add then in to the conditions as well. 

Conditions

Status is → new
Ticket is → updated
Assignee is → -- (blank)

Actions

Email group → group

 

February 13, 2013 04:42
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Johanne Leveille-Schirm
karoshealth

Currently, when I change the status from either open to pending or pending to open (without updating the comment) no notification is sent.

I will like to notify the requester when the status if changed (even if no comment in entered)

 

Any suggestions?

March 14, 2013 11:17
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Brandon K.
Zendesk

@Jlschirm: You could edit your existing 'Notify requester of comment update' trigger and remove the condition 'Comment is... Present, and requester can see the comment'. Additionally, you could create a new trigger with the exact conditions you want, but then you would run the risk of sending out multiple notifications. 

Hope this points you in the right direction!

March 14, 2013 11:49
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Scott Strenger

I disabled the automation "Close ticket 4 days after status is set to solved" and have no other automation that would switch a solved ticket to closed however after 2 weeks my solved tickets are becoming "closed." How can I prevent this?

Thanks in advance for you help. 

May 01, 2013 09:24
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Brandon K.
Zendesk

Hello Scott,

There is a background automation that cannot be turned off that will set Solved tickets to Closed after 28 days. This will only occur for solved tickets though, so if you keep your tickets in Open, Pending, or On-hold they will not close after a set amount of time. This policy was enacted in order to lessen the load on our internal servers and I do not believe we have plans to ever remove this background automation.

May 01, 2013 12:16
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Sean Serrels
Paloalto

Is there any way to have Zendesk send an email "daily digest" type of message? I'd like to have an automation send out an email to a group that contains a list of tickets with certain conditions rather than having an email go out each time an individual ticket is updated.. Is that possible?

For example one email that says:

    The following tickets have been On-Hold for more than 24 hours...

  • Ticket #1234
  • Ticket #2314
  • Ticket #4562

 

instead of getting 3 separate email messages..

June 28, 2013 13:23
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Laura D.
Zendesk

Hi Sean, 

Zendesk doesn't have any in built digest-like emails for letting agents know about what's happening with tickets, I'm sorry. Also, automations run on a ticket by ticket basis, they only look at one ticket at a time. 

The two best alternate ways to get this kind of information I can come up with are:

1. A GoodData report that looks for tickets that have been On-Hold for more than 24 hours. The great thing about reports in GoodData is that you can email them out to anyone you've invited to your GoodData project, which could be all of your agents, or other people within your company (someone doesn't have to be an agent to be able to access your project, they just need to be invited). You can send an email (in a few different formats) as frequently as once a day.   The steps would be to create the report in GoodData, go to Mange > Emailing Dashboards (in GoodData) > set the frequency, and include the email addresses you need (people need to have been invited an accepted before their addresses show up here). You can find a lot of GoodData for Zendesk information on GoodData's support site. 

2. Create view in Zendesk that shows tickets that have been on hold for more than 24 hours, export the view as a CSV and then email that to the agents. This would require more on going set up than the report but it's easier to set up. 

July 01, 2013 17:19
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Sean Serrels
Paloalto

Hi Laura, I was afraid that would be the answer but thank you for confirming it. I just couldn't be sure that I wasn't overlooking something simple. A follow up question, is this something that has been suggested and on Zendesk's roadmap?

July 02, 2013 08:48
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Laura D.
Zendesk

Hi Sean, 

The roadmap that I have acces to doesn't have any mention of a feature like this, that isn't to say it won't ever happen or that the Product Team hasn't thought about it, I just don't see anything specified for it being built. My guess is that it would a pretty big change from how messages are currently sent out from tickets (since everything happens on a per ticket basis). We do get requests about it from time to time and you can certainly add to or create a post in our Feature Request forums to help build a case for it being added to the product. Here's an existing request, seems like searching "digest" brings up the best results. 

July 02, 2013 11:19
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Lorraine Harbert
intelladon

After using Zen Desk for 1 month we have found that we need to make changes to our configuration. I need to create a new group and move tickets from one group to another.   I find out that as the admin and "owner" of the help desk even I can not change the group for tickets with a closed status.  I do not want to make any other changes to the ticket other than the group so I can get accurate reporting.   After calling the help desk I was referred to this article.  

 

I find it hard to believe that this simple change from one group to another can not be accomplished by the admin.  I understand that some organizations will need constraints but our organization and use case is not one of them. I also can not imagine that as a new client we are the first one to require "tweaks" to our initial configuration.   This is disheartening. 

August 06, 2013 11:57
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Laura D.
Zendesk

Hi Lorraine, 

I'm sorry this is causing problems for you, I do understand your frustration. I can't change your ability to modify these tickets and it is true that closed tickets can't be modified in all Zendesk accounts. What may help a little is to provide some insight into why this is true. 

Zendesk processes a huge number of tickets everyday for all of our accounts - it's a pretty staggering number actually. A lot of how agents interact with current tickets requires the application to "know" about all of your less-than-closed tickets all of the time.

Tickets get moved to the closed state to help maintain performance. If Zendesk had to know about and be ready to display and change information about all tickets all of the time that would be a LOT of data and cause delays in processing for more recent tickets - tickets that are more active and probably need lots of changes. Closing tickets and making them not changeable (again, this is how the application was built) allows the application to focus on tickets that are current and perform more reliably overall. Closing tickets is something that, while not universal, is common in ticketing systems like Zendesk.  

This doesn't change your situation though I know, I'll see if your Account Manager can get in touch with you and explore alternative ways to get you where you need to be.

August 06, 2013 14:21
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Souvik Paria

We want to purchase the zendesk plugin...Its a nice plugin with helpfull features..But our requirement is ticket submission through front end  and to convert a blog post comment into ticket automatically without the help of the admin..That means when any user comments it will converted to a ticket..Now we are facing problem to implement this..Please help us or give us a fruitful solution of this requirement..Thank you.

August 09, 2013 05:40
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Souvik Paria

We want to purchase the zendesk plugin...Its a nice plugin with helpfull features..But our requirement is ticket submission through front end  and to convert a blog post comment into ticket automatically without the help of the admin..That means when any user comments it will be converted to a ticket..Now we are facing problem to implement this..Please help us or give us a fruitful solution of this requirement..Thank you.

August 09, 2013 05:41
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Laura D.
Zendesk

Hi Souvik, 

There isn't an automatic way to create tickets out of forum posts, I'm sorry. You can use our API to create tickets from various forms and other systems though. I hope that helps!

August 09, 2013 17:44
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Souvik Paria

Thanks for your response..I have another query...I want to display all the details of a ticket in the front end ..ticket id,comment of that ticket everything should be displayed in the front end..Please help me...

August 14, 2013 05:29
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Nick Haines
Zendesk

Hi Souvik,

This is possible, depending on what you mean by "front end." If you're referring to the Web Portal, you can to this by making each of the ticket fields "Visible" under Admin > Manage > Ticket fields. More info on this here: https://support.zendesk.com/entries/20611326-Adding-and-using-custom-ticket-fields

For your emails that are sent to the end-users, you can make sure the email notifications in your "notify requester" triggers include all of the ticket information, which you can add to the text using Placeholders, as discussed here: https://support.zendesk.com/entries/20011631.

September 11, 2013 08:23
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WeDeySell

Hi there. I wouldn't want to have duplication of emails flooding my inbox and device. How can I avoid this using Zendesk. Also, not all e-mails we receive requires a ticket notification to the assignee. For instance bank transaction alerts, Newsletters and the likes. How do I disable ticket creation notifications sent to these assignees? Thank you.

October 08, 2013 02:09
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Laura D.
Zendesk

Hi WeDeySell, 

You can disable ticket notifications in the Admin area (gear icon, lower left corner) > Triggers. You'll see triggers that send notifications to requesters and assignees you can deactivate any triggers you don't want to send emails. If you still want the triggers to send some emails you'll need to find a way to filter out the messages you don't want to cause the trigger to fire. For example, if your newsletters all have the same subject or message you could add a condition to the trigger "Notify assignee of ticket assignment" that says "comment text does not contain: [phrase]" which means if it contains the specified text it will not fire (no email will be sent). 

October 08, 2013 08:56
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Ellinor Lundén

Hi,

When creating a ticket in the hub with a requester "belonging to" a spoke, who will the requester/receiver get the email from - the hub account or spokes account? 

 

Best regards

Ellinor

October 24, 2013 02:18
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Pankaj Sharma

Hi,

I need to update a ticket in zendesk. please let me know how can i do this?

 

Thanks

October 24, 2013 02:58
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Laura D.
Zendesk

Pankaj, 

Are you looking to do this as an agent? If so you can log in to your Zendesk (at https://youcompany.zendesk.com) or reply to an email notification from Zendesk about a ticket. If that's not working, please give us a few more details and we'll do what we can do. Also, if you're getting started with Zendesk you might want to check out our Getting Started and Agent guides

October 24, 2013 09:59
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Jami Caruso
Uship

Can end users mark their tickets as Solved?

October 25, 2013 10:09
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Emily
Zendesk

Hi Jami, 

End-users can solve a ticket by checking a box below their comment as long as the ticket has been assigned in your help desk. The screenshot below is for Web Portal, though it looks much the same in Help Center!

 

CustomersCanSolve.png

October 25, 2013 10:32
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Jami Caruso
Uship

Thanks Emily! One more question now that I know that is possible: is there a way to set a trigger that sends the satisfaction survey to customers who mark their requests as Solved? We plan to implement an automation for customers with requests that WE mark as solved, but feel that we should send the survey right away if it is the customer who is saying, "we're good to go." Is there a way to do this?

October 25, 2013 10:37
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Emily
Zendesk

Hi Jami, 

By default, when you enable the Customer Satisfaction rating feature, your account is given an Automation that sends the survey within 24 calendar hours of a ticket being solved. You don't actually have to set that up yourself, though you can edit it. The system will fire that Automation regardless of who solves the ticket. If you would like to have two separate Automations based on whether the End-user or Agent solves the ticket, you could add a tag to every ticket solved by an Agent (an End-user wouldn't be able to add a tag) and tell the Agent-solve Automation to only fire if that tag is present and all the other conditions are met. That would prevent it from firing if the End-user solved the ticket. Then you could create an End-user Solved trigger that sends the same Satisfaction email right away if that same tag is not present. 

October 25, 2013 10:45
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Jami Caruso
Uship

Emily,

That sounds like the perfect solution. However, I may need some help getting there. I'm looking at creating a trigger that will tag all tickets marked as solved by an agent, but I'm not seeing how to determine whether a ticket was solved by an end user or agent. Can you help me with that? I think I can find my way from there.

Thanks!

October 25, 2013 11:03
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Jerry Battaglia

Shouldn't I be able to re-open a Solved ticket? In the interface I click  "Submit as Open", but the ticket remains solved.

November 13, 2013 13:37
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Jerry Battaglia

I just solved my own problem here, but in an odd way. I set the Priority to "Normal" and the Type to "Problem". They were not previously set to anything. I then clicked Submit as Open and the ticket was changed back to Open status.

Is this a bug of some kind? I feel like it should either prompt for that information similar to when you try to close an unassigned ticket, or just allow the ticket to be re-opened without those other fields selected. We typically do not worry with those fields - everything is a problem, and everything is urgent!

November 13, 2013 14:03
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Laura D.
Zendesk

Jami - You may have already done this but I would suggest using conditions like this in the trigger:

  • current user is "agent"
  • status changed to "solved"
  • ticket channel is "web form" (this is the agent interface and end-user portal, but since we're defining that the agent is the current user you don't have to worry about the end user)

Jerry, 

Do you have an example ticket number I can check? It sounds like a trigger reset the status. As an agent you should be able to submit a ticket in whatever status you want (other than "new" after it has been changed from "new" or anything after a ticket has been "closed"). 

November 14, 2013 16:41
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Jerry Battaglia

Laura - I tried to find you an example ticket, and in doing so I figured out the problem. Triggers are awesome, but sometimes they'll bite you. We have a tag for submitting tickets via email on behalf of users that we want to close immediately. We sometimes solve something quickly in the field, and want a record of it without having to login to the console. We call them micro-tickets, and the tag is #micro.

It turns out these tagged tickets happen to be the ones I was having trouble with recently.

Duh!

November 15, 2013 07:10
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Laura D.
Zendesk

Ah - yep, triggers can certainly get in each other's way (and agents)!

Not sure if you used it help figure out what happened with these tickets (maybe the tag was enough to figure it out), but there's a "show all events" button (image below) under the comment box in tickets. Clicking it displays a list of all of the behind-the-scenes actions being done to the ticket over the course of its life. It's one of the best ways to sort out what's happening to a ticket.

Screen_Shot_2013-11-15_at_10.26.00_AM.png 

 

November 15, 2013 10:32
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Jerry Battaglia

Funny you mention that - been looking for it in the new interface for a while now and just found it. It's very subtle.

November 15, 2013 10:36
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Laura D.
Zendesk

It is! Took all of us a little while to get used to it too. 

November 15, 2013 11:30
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Wes Shank
rfmsinc

How can I edit the Description field? If we determine that a ticket is a Problem, often the description is not, well, descriptive. How can edit it?

November 26, 2013 13:02
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Emily
Zendesk

Hi Wes, 

If by 'Description field' you're referring to the comment box in a ticket, I regret it's not possible to edit a comment once it's been submitted. Feel free to lend your use case to this feature request! In the mean time, you can add an internal note to the Problem ticket to enhance the description of the issue. If the description is not robust because you've turned an end-user's support request into a Problem ticket, you might consider creating a Problem ticket from scratch instead (just make yourself the Assignee and the Requester). You can then turn that end-user as well as every other end-user's tickets into Incidents linked to the Problem. 

November 27, 2013 10:09
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Siobhan Hitchmough

We've recently noticed that if an agent is using multiple tabs (something that's encouraged in the new platform) that Zendesk doesn't notify other agents if they're in a ticket unless that ticket is being viewed directly.  What this means is that if one agent begins dealing with a new ticket and then a chat comes in (for example) and they leave first tab open while dealing with the chat in a second tab, other agents aren't able to see that the ticket is still being worked on and we have ended up with increasing numbers of tickets being dealt with by two agents.  The system is supposed to notify us in order to prevent doing double duty, please advise as this is causing us inconvenience.  I'd like to see the system notify you of another agents presence in a ticket whether or not that agent is currently viewing that tab directly.  If the tab is still open, the assumption should be that the ticket's on hold but being dealt with by that agent.

November 29, 2013 07:41
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Emily
Zendesk

Hi Siobhan, 

Rest assured, we've identified what we believe to be the cause of this quirk in the Agent Collision feature. It has to do with Radar (the middleman between your Zendesk and our server) getting disrupted. We're working diligently to resolve this issue and get Agent Collision back on track. You can read the latest update here and subscribe to our Announcements Forum for further info!

December 02, 2013 11:25
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JejMAGicznosc .

Hi,
If I create a ticket in zendesk the client must not receive an email about the ticket being created. How can I do this?

January 16, 2014 22:31
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Shawn Collenburg
Project C Beta Testers

Hi Jej - emails are controlled by triggers. Take a look at the trigger documentation, and you can set conditions that control when emails do or do not get sent:

https://support.zendesk.com/entries/22025122-Best-practices-The-importance-of-the-Ticket-is-condition-in-triggers

https://support.zendesk.com/entries/23366068-Triggers-help

Cheers, Shawn

January 17, 2014 09:34
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Meredith Pettet
passageways

Is there a way to add descriptive text for the attachment field? I see the text can be edited for 'Description' & 'Priority' but attachments is not an editable ticket field. 

January 20, 2014 10:01
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Brent Clark
Zendesk

Meredith,

The attachments field is not editable, it simply contains the actual files you've attached to a ticket. I suggest creating a custom field of your own where you can include a description of the attachments. Here's a guide on custom fields: https://support.zendesk.com/entries/20611326-Adding-and-using-custo...

January 28, 2014 08:21
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Graham
talentq

Is there a way to forward a ticket to a third party from within Zendesk.  Occasionally agents need additional information to resolve an enquiry and need to ask a third party without the requester seeing this conversation.  I can do this by setting the ticket to On Hold and emailing the request from outlook but wondered if there was a mechanism within Zendesk to do this.

March 14, 2014 02:52
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Laura D.
Zendesk

Hi Graham, 

Other than emailing a 3rd party separately outside of Zendesk, I can think of a few possibilities, there might be other ways to do this as well but here's what I'm thinking:

1. Create a separate ticket with the 3rd party as the requester and leave a private comment in each ticket with a link to the other. You could also link up the tickets as a problem and incident ticket but depending on how you handle tickets you may or may not want to use problem tickets like that. Another way of "linking" the tickets is with the Linked ticket app: you can find out more here: http://www.zendesk.com/apps/linked-ticket

2. Share the ticket to another Zendesk account. Sharing the ticket means it will show up in the other Zendesk or integration and certain information will pass back and forth. To do this you have to set up a sharing agreement with the other company. When setting  up the agreement you'll have some choices about what information to share. You can find out more about ticket sharing here: https://support.zendesk.com/entries/20151333-Sharing-tickets-with-o...

3. Add the 3rd party as a light agent to your Zendesk. This would mean they have access to some of your Zendesk but Light Agents are definitely limited in what they ca do. You do have to be on the Enterprise plan to use Light Agents. As an alternative to light agents you could create a custom agent role and limit them to a very specific subset of tickets. This also requires the Enterprise plan.
More information about Light Agents is here: https://support.zendesk.com/entries/20327676-Getting-started-with-t...
Custom agent roles: https://support.zendesk.com/entries/20327676-Getting-started-with-t...

4. Use targets. Targets are a way to send Zendesk information to an outside person or system. They are generally one way, i.e. information goes from Zendesk to the other place (it doesn't go back to Zendesk). There are many kinds of targets, email targets are probably most applicable for your situation. More available here: https://support.zendesk.com/entries/20012047-Notifying-external-tar...

Hope this gives you some ideas! Let us know if you have more questions!

March 14, 2014 06:22
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Graham
talentq

Thanks Laura

Some great information - I will definitely use the Linked tickets App to sdtart with and investigate the other options.

 

Cheers

Graham

March 14, 2014 07:17
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Siobhan Hitchmough

We've actually found that targets work really well for this as the intended target can in fact respond to the notification they receive and it fires a new ticket (with the targeted party as the requester) into our helpdesk.  The result is that I'm able to merge that response into the original ticket as a private comment, and then respond to the original ticket and get things sorted out (while creating a history that will make sense later).

March 14, 2014 07:20
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Graham
talentq

Thanks Siobhan - I will give it a try.

March 14, 2014 07:27
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Laura D.
Zendesk

Good point Siobhan! I'd forgotten they do that - some accounts like that and others wish replies to the email targets would update the original ticket. That's a pretty good workflow I think in your case.  

Glad the Linked Ticket app looks useful, Graham!

March 14, 2014 07:29
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Nikki Goodson, Gigwalk Community Manager
gigwalk

When an end-user sends a brand new email to us but references a ticket  number in the subject ("#76513"), then I would expect that their response would go on that ticket, as long as they are the owner of that ticket.  But it doesn't seem to be happening consistently.  Sometimes, their subject is just the ticket number like that, but it still creates a new ticket for them.  Any ideas as to what is going on here?

March 16, 2014 08:18
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Graeme Carmichael
nhsggc
@Nikki, this is a recent change. The ticket number in the email subject no longer can be used to associate an email to a ticket. If creating a fresh email, the end user can associate with their ticket by using the send address support+id12345@subdomain.zendesk.com where 12345 is the intended ticket number. Agents can do the same, but the email will be suspended and only associated with the ticket after recovery.
March 16, 2014 10:11
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Meredith Pettet
passageways

If an agent is a member of 2 different groups and uses the 'Take It' feature, what group will the ticket be assigned to by default and is there any way to change this setting? I'm having an issue where tickets are being assigned to an agent in our company group, rather than our Tier 1 group where he is also a member. This then blasts emails to our entire org based off of the comment update trigger. 

April 08, 2014 07:17
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Graeme Carmichael
nhsggc

@Meredith, 'The Take It' feature is a macro that includes an action to assign the group to the 'current user's group'. Where an agent has multiple groups, the agent's default group should be assigned.

For the agents having a problem, check their profile to see if the company group is set as their default. Changing the default should fix that.

 

 

April 08, 2014 07:42
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George Carvill
Whipplehill

How, as an agent, can I reopen a solved ticket?

April 09, 2014 11:54
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Graeme Carmichael
nhsggc
@George, anyone can re-open a solved ticked. An agent just needs to change the status to Open. Once solved, an automation will change the ticket to a closed status. Normally, that is a few days after the solved date. Once closed, a ticket cannot be re-opened by any user, not an agent or even an administrator. A follow up ticket can be created on a closed ticket, but that is always a fresh new ticket. Does that help?
April 09, 2014 12:29
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Laura D.
Zendesk

Hi George,

To add to Graeme's comment, if you're working through your email and responding to ticket notifications you could also use the mail API which allows you to add "commands" to the ticket that Zendesk will execute when it receives the message. The commands can interact with triggers (or cause a trigger to fire) so just make sure you don't have any conflicting workflows. 

April 09, 2014 16:32
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George Carvill
Whipplehill

I guess that as a newbie I don't know where to do that. 

April 10, 2014 11:04
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Laura D.
Zendesk

Hi George,

If you're in the agent interface you can choose how you submit a ticket by clicking the up arrow in the bottom right corner of the "Submit button:

Screen_Shot_2014-04-10_at_5.22.46_PM.png]

 

Mail API commands would be added to the top of an emil reply to a notification from Zendesk about a ticket. 

I know it helped me a lot to see someone use Zendesk in the beginning, you might want to check out some of our videos:

http://www.zendesk.com/support/getting-started
http://www.zendesk.com/resources#videos-and-webinars
http://www.zendesk.com/resources/working-with-zendesk-tickets

April 10, 2014 17:33