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Printing tickets



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Jennifer Rowe

Zendesk Documentation Team

Edited Jun 21, 2024


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23 comments

Hello, Please is it possible to disable the print option appearing for agents?

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Jason Schaeffer

Zendesk Customer Care

Hi Debby,
 
Unfortunately at the moment it is not possible to restrict the Printing option on tickets. All agents will have this ability. 

Thanks!

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hello!

is there a way to print side or forward entire side conversations?

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Beto

Zendesk Customer Care

Hello Rachel, thank you for your question!

Yes, you can print a side conversation as long as it's created as a ticket. Once the side conversation is created it will have a ticket number just as a regular ticket. You can then open that ticket and print it following the instructions on this article. As of now, it is not possible to print side conversations that are not created as tickets (like Slack, or emails) in Zendesk.

I hope this was helpful!

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Beto oh dear, i should have been more specific – email-only side conversations was precisely what i was looking to print!

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Jeff C

Zendesk Customer Care

Hi Rachel,

Unfortunately, as email side conversations does not generate a ticket, this is currently not possible natively. I have found a similar discussion about this in our Feedback topics which you can upvote.

Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

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Why are images not included in the print? It would be handy if the images were included in the pdf. For now, it looks like a printout of an email string, which is not entirely useful in my case of much of the context described is captured in photo attachments. This would be a great improvement. 

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Brett Bowser

Zendesk Community Manager

Hey David,

Thanks for taking the time to share this with us! I'd recommend sharing this as a feedback post in our Feedback - Ticketing System (Support) topic as that's the primary location our Product Managers monitor for product suggestions. If you're unsure what to include in your feedback post, you can use the following template: Product Feedback Post Template

Cheers!

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How can I print a ticket without Internal Notes? I want to send the Guest a summary of our interactions via a PDF, but I can't find a way to exclude the Internal Notes, which are obviously not appropriate to share externally.,

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Hi Scott, welcome to the community!
 
There's a free app that should allow you to omit internal notes when printing: Print Ticket History
 

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Jill Bragg

Zendesk Luminary

Hey Team!

Is bulk ticket printing something that'll be added in the future? Occasionally I need to print lots of tickets to PDFs, & right now the only way is to print them one at a time. Thanks!!

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Hi Jill, 
 
I don't think that's on our roadmap, but there is a third-party app that looks like it can allow you to create multiple PDFs from tickets at once (check for where it talks about downloading a .ZIP file containing one PDF file per ticket): Ticket PDF Download
 

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Jill Bragg

Zendesk Luminary

Thank you Dave! I'll take a look into that.

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Ivan Miquiabas

Zendesk Customer Care

Hi Phil,
 
Good day!
 
I think what you are referring to is changing the ticket fields on the ticket before printing correct? You can actually change and edit the ticket fields before printing the ticket. Because what shows in there is the saved fields on your settings. Check this article out.
 
About ticket fields
 
 
Hope that helps! 

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Is it possible to print tickets using the Rest API to provide a similar extract as what's available in the UI?

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Christine Diego

Zendesk Customer Care

Hi Phil,

Unfortunately, there's no API endpoint available to print ticket. I would highly recommend posting this feedback to our Product Feedback Page. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

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Can you customize what will print when you print a ticket? For example, showing the organization when printing. 

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Destiny

Zendesk Customer Care

Hello Lance,
 
I appreciate you getting in touch. From the various trials I've conducted, there appears to be no built-in functionality within Zendesk Support's print feature to alter the printout contents. Regrettably, the platform doesn't offer innate customization options for this purpose. Regarding your specific request to display the organization, this would only be feasible if the form you're using includes a field for the organization's information. Outside of that, I'm not aware of any alternative approaches that would enable us to include such details in the printed document's history.
 
Hoping for your understanding. 

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Is it a way to print only public comments and exclude internal comments? 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Viachaslauhide we have an app named Print Ticket History where you can hide the internal comments when printing a ticket :) 

You may find the app here: Print Ticket History 

Hope this helps!

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Hello Destiny 

 

Is a pity that don't exist a built-in functionality to customise default print tickets configuration, would be nice to add as suggestion to improve the platform.
 

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Is there a way to add a printed ticket as an attachment to a macro? I currently use placeholders for the initial ticket comment and the last comment, but would like to be able to forward everything in-between as well.

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