Amie Brennan

1. Community
2. Zendesk Suite Q&A
3. Creating an intake form

Hey Andres Hidalgo, I understand what you are looking for here however yes it is true, the ability to do this out of the Zendesk box doesn't exist like you are looking for here today. Zendesk doesn...

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• Amie Brennan
• Created January 19, 2023 03:20
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Feature Request: Require Attachment based on Certain Form Conditions

+1 I have multiple customers who would like to utilise such a feature. Using custom-coded workarounds is tiresome and this should be built-in functionality.  Use case: There are various reasons why...

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• Amie Brennan
• Created January 19, 2023 03:14
• 2 votes

1. Zendesk updates
2. Announcements
3. Announcing the removal of Net Promoter Score (NPS)

Hey Randy Gentil, NPS is different from CSAT and the removal of NPS from Zendesk, will not affect your current CSAT configuration and data for reporting.  NPS is where you send an email to a group...

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• Amie Brennan
• Created January 19, 2023 00:14
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Answer Bot only suggests articles based on the subject, not on the actual description of a ticket.

Hi Denise,  There is no workaround for this. It more sounds like your Zendesk itself and the form setup needs optimising to best practise operations in order for the forms to work seamlessly with A...

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• Amie Brennan
• Created January 06, 2023 00:00
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Forwarded ticket via side conversation (requester email)

Hey There,  Have you tried creating a Macro which does the following on a ticket? Initiates the side conversation on the ticket The macro can include the {{ticket.requester.email}} placeholder whi...

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• Amie Brennan
• Created January 05, 2023 23:57
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Feature Request: Automatic Ticket Merging

Hey Hannah,  Whilst there is no automatic merging ability available built into Zendesk yet, there is an app in the marketplace that can do Auto Ticket merging for you. You can check it out here: - ...

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• Amie Brennan
• Created January 05, 2023 23:52
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Receiving a call while on another call

Hey Andrew,  The short answer here is No. This type of functionality is not currently available with Zendesk Talk.  Best, Amie

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• Amie Brennan
• Created January 05, 2023 23:50
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing new in-view filtering capabilities

Hey Heather Rommel, Closed tickets which have been archived will not show up in views. This is by design and there is no way to change this. Zendesk automatically archives tickets 120 days after th...

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• Amie Brennan
• Created January 05, 2023 23:40
• 0 votes

1. Support
2. ...
3. Views, ticket status, and ticket fields
4. Can I add custom ticket statuses?

Hey John DiGregorio, Yep they sure are working. Quick screenshot below showing my custom "Waiting for approval" custom status showing for end-users.  You just need to make sure you enable the cust...

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• Amie Brennan
• Created December 20, 2022 22:31
• 0 votes

1. Community
2. Feedback - Help Center (Guide)
3. Ability to show On-hold Status on Customer Portal

hey John Baldwin This can now be achieved with Custom Ticket Statuses - which should be readily available for you to access inside your Zendesk account now. :) https://support.zendesk.com/hc/en-us/...

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• Amie Brennan
• Created December 20, 2022 02:08
• 0 votes