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Discussion - Tips and best practices from the community

Explore and share tips, workflows, customizations, and recipes related to the Zendesk suite of products, all curated from the experiences and insights of fellow Zendesk users.

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      Using SLAs with different timezones, contracts and business hours
      This year we implemented the SLAs feature to help manage the increasing ticket load, however this is complicated by diff...

      Posted Jan 16, 2017 · Mark Powell

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      Add a Tag to a New ticket if attachment is present
      To tag new tickets with a tags when they have attachments. Use Case : You can then use this tag to filter tickets with...

      Posted Dec 02, 2020 · Ash

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      Tip: How to optimise your macros usage in Zendesk
      Hi all! 👋 I am very happy to proceed with my series of Zendesk optimization posts. You can find previous ones about&nb...

      Posted Mar 23, 2021 · Andrei Kamarouski

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      Tip: How to set a reminder on a ticket
      It is great to be able to put a ticket on-hold, but I am sure you have suffered from tickets remaining in that status fo...

      Posted Jul 02, 2014 · Colin Piper

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      How to add a cool-down period to satisfaction surveys
      We use our own survey platform to send satisfaction surveys 24 hours after a ticket has been solved (using the Zendesk a...

      Posted Oct 26, 2017 · Nadia De Vriendt

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      Disappointed with Zendesk Support Response Time and Effectiveness
      Dear Zendesk Community,   I'm reaching out to share my recent experience with Zendesk Support regarding a critical issue...

      Posted Mar 28, 2024 · Nancy

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      Spam - Marking by requester name instead of email
      We get a hell of a lot of spam come in from "Meta for Business" but the underpinning email addresses are always throwawa...

      Posted Mar 05, 2024 · James Parkin

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      Restrict Sending Surveys every 30 days from Last Survey Sent
      I wanted to share the method I use to restrict sending surveys to customers only if they haven't gotten a survey from us...

      Posted Dec 17, 2020 · Melissa Blanding

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      Ticket form for for only sign in users and hidden form for anonymous by the direct link
      IS ti posible to get two type of forms first one for only sign in users and second one for all no sign in? I usign now ...

      Posted Mar 12, 2024 · Tomasz Szwed

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      Creating content filter buttons for your Guide articles
      In some of our articles, we include a plan filter that displays different content depending on which button you click. A...

      Posted Feb 04, 2021 · Rob Stack

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