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Q&A - Tickets and email

Ask your questions, engage in discussion, and find solutions related to email, forms, fields, tags, and ticket statuses.

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      Set assignee and group based upon end user country
      Beantwortet
      Several of our support agents work across more than one group, for example an agent in Netherlands may also support a cu...

      Gepostet 05. Juli 2021 · James Beniston

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      Not Receiving Replies on Support tickets
      Beantwortet
      Two of my agents have been sending responses to customers who have been sending in tickets, and the customers have been ...

      Gepostet 28. Juni 2021 · Winter Belmont

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      Bulk Support Emails function?
      Beantwortet
      Is there a way to bulk email out to our customers via support? This is NOT for marketing purposes. E.g There is a delay ...

      Gepostet 15. Juli 2021 · Taimoor Khan

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      Changing Ticket Forms Automatically based on Keywords in incoming E-mail.
      Beantwortet
      Hi everybody, I am looking for a way to automate the adjustment of the Ticket Form based on keywords found in the body e...

      Gepostet 13. Juli 2021 · Fakhri - [FSG] Customer Care

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      Support desk as a 3rd party
      Beantwortet
      We are a 3rd party for our clients and act as support desk for them. Typical cases can flow like this: customer buys som...

      Gepostet 07. Juli 2021 · James Burt

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      Repeated user notification
      Beantwortet
      We are having a bit of a problem with users creating multiple tickets. That means that potentially two or more agents ca...

      Gepostet 05. Juli 2021 · Vladimir P

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      Show support ticket without sign in with login form
      Beantwortet
      Hello, I need to display a ticket via its URL (ex : zendesk.com/agent/tickets/001) without the user having to sign-in. I...

      Gepostet 30. Juni 2021 · William POITEVIN

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      CSAT in you zendesk tickets (instead of after closed)
      Beantwortet
      Hi, We would like to add a CSAT at the bottom of our support email. With this, we hope to increase the response rate to ...

      Gepostet 28. Juni 2021 · Danja Overgaag

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      Create dependency ticket fields
      Beantwortet
      I would like to create a field called category and a field called subcategory. The subcategory field may only show field...

      Gepostet 19. Juli 2021 · Marco van Bergeijk

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      Adding A Second Support Email For A Canadian Group/Team
      Beantwortet
      Hello! I have Organizations created for a US team and a Canadian team of agents (

      Gepostet 10. Juli 2021 · zach.prasser

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