Managing your tickets

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 Help Center 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.

Viewing keyboard shortcuts

There are several keyboard shortcuts you can use to navigate Zendesk and manage tickets.

To view the list of shortcuts, see Keyboard shortcuts.

You can also open a list of shortcuts from the menu beside your user profile icon.

To open the list of keyboard shortcuts
  • Click your profile icon in the upper-right corner of the page header, then select Keyboard shortcuts.

Zendesk Classic: To view keyboard shortcuts in Zendesk Classic, click your name in the upper-right corner of the page header.

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 appears in the ticket when you and someone else are simultaneously viewing a ticket. This feature, called agent collision, is available in the Plus and Enterprise versions of Zendesk and looks like this in the ticket.

You can tell how each agent is interacting with the ticket from the formatting of their picture or by hovering over it with your mouse:
  • Agents outlined in blue are editing the ticket

     

  • Agents with regular pictures are viewing the ticket but not actively editing any fields.

     

  • Agents with dimmed pictures have the ticket open, but have navigated away from it.

     

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.

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 file plans for each size are as follows:
  • 1 MB for Starter
  • 7 MB for Regular
  • 20 MB for Plus and Enterprise

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

The files you attach to the comment are added to the email notification message. If you make attachments private, only logged in users can view the files. If not, anyone with the link can view the attached file. For more information about making attachments private, see Working with attachments in tickets.

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 it is always public.

To make a public comment private
  1. Open the ticket that contains the comment you want to change.
  2. Click Show all events 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.

Changing the ticket's organization for requesters in multiple orgs (Plus and Enterprise)

On Plus and Enterprise, end-users can belong to multiple organizations. If a ticket's requester belongs to multiple organizations, the ticket can be assigned to any of the requester's organizations.

Note: An administrator must enable multiple organizations for users (see Enabling multiple organizations for users).

When a user who belongs to multiple organizations submits a ticket by email, it is assigned to their default organization. When the user creates a ticket in your Help Center, or when an agent creates a ticket on behalf of the user, the user or agent can select the organization for the ticket. You can change the organization for a ticket, if necessary.

Here's what happens to tickets when the requester is removed from an organization or when an organization is deleted:
  • When a requester is removed from an organization, any tickets associated with that user and that organization, will be assigned to the user's default organization if the user belongs to multiple organizations. If the user does not belong to multiple organizations, the tickets will not be associated with an organization.

  • When an organization is deleted, any tickets associated with the deleted organization will be assigned to the requester's default organization. If the organization that was deleted was the requester's default organization, one of the requester's other organizations will be promoted to default, then any working tickets will be associated with the requester's new default organization. If the user does not belong to multiple organizations, the tickets will not be associated with an organization.
To change the organization for a ticket when the requester belongs to multiple organizations
  • In the ticket, click the current Organization, then select one of the requester's other organizations.

    If the requester does not belong to multiple organizations you will not see the Organization field on the ticket. You can only choose an organization that the requester belongs to.

    The organization for the ticket appears in the ticket and at the top of the ticket.

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 Show all events in the comments section.

    The ticket's events and notifications appear. For more information, see Viewing a ticket's event log with Show all events.
    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 the 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 tickets are 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 the Ticket options arrow in the upper right, then select Delete.

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.

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.

Have more questions? Submit a request

Comments

  • Avatar
    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?

  • Avatar
    Shawn Collenburg

    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)

  • Avatar
    Ron Vichar

    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.

  • Avatar
    Anton de Young

    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.  

  • Avatar
    Ron Vichar

    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!

  • Avatar
    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.

  • Avatar
    Justin

    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. 

  • Avatar
    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?

  • Avatar
    Justin

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

  • Avatar
    Hagop Hagopian

    OK! Thank you once again!

  • Avatar
    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! 

  • Avatar
    Justin

    Hey Danna: 

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

  • Avatar
    Tim White

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

  • Avatar
    Justin

    Absolutely, Tim! Check out the Mail API

  • Avatar
    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?

  • Avatar
    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. 

  • Avatar
    Justin

    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! 

  • Avatar
    Alexey Gorin

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

  • Avatar
    Justin

    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. 

  • Avatar
    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

  • Avatar
    Justin

    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. 

  • Avatar
    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.

  • Avatar
    Justin

    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. 

  • Avatar
    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 

  • Avatar
    Justin

    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! 

  • Avatar
    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.

  • Avatar
    Justin

    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. 

  • Avatar
    James Arthur Cattell

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

  • Avatar
    Anton de Young
  • Avatar
    James Arthur Cattell

    that talks about solving, but not updating tickets or have I missed something, please?

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