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

      Posted Jun 28, 2021 · Winter Belmont

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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 som...

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

      Posted Jun 30, 2021 · William POITEVIN

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      CSAT in you zendesk tickets (instead of after closed)
      Answered
      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 ...

      Posted Jun 28, 2021 · Danja Overgaag

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      Open text fields as ticket fields/categories
      Answered
      Hey guys So I want to solve the following issue: Our agents categorize all tickets. For some tickets we would need furth...

      Posted Jun 28, 2021 · Julia Zuber

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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 (

      Posted Jul 10, 2021 · zach.prasser

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