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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
      Answered
      Several of our support agents work across more than one group, for example an agent in Netherlands may also support a cu...

      Posted Jul 05, 2021 · James Beniston

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      Attaching files to tickets with user consent
      Answered
      Hi Zendesk, Related to bug reporting, I would like to attach the user logs from our game to each ticket that is sent to...

      Posted Aug 03, 2021 · Nacho Cortés

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      Suspended tickets
      Answered
      We are seeing a number of suspended tickets being generated.  I tried to apply triggers and automation but they don't ap...

      Posted Jul 27, 2021 · Bill Spies

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      Cloning tickets prevented by attachments?
      Answered
      We have begun using the Clone Ticket app. It seems like if the ticket has an attachment, you cannot clone the ticket. I ...

      Posted Jul 21, 2021 · Roger Whitacre

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      Bulk Support Emails function?
      Answered
      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...

      Posted Jul 15, 2021 · Taimoor Khan

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

      Posted Jul 13, 2021 · Fakhri - [FSG] Customer Care

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

      Posted Jul 07, 2021 · James Burt

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

      Posted Jul 05, 2021 · Vladimir P

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

      Posted Jul 19, 2021 · Marco van Bergeijk

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      Adding A Second Support Email For A Canadian Group/Team
      Answered
      Hello! I have Organizations created for a US team and a Canadian team of agents (support@subdomain.zendesk.com, VS supp...

      Posted Jul 10, 2021 · zach.prasser

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