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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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      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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      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. ...

      Posted Jun 30, 2021 · William POITEVIN

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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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