Amie Brennan

1. Community
2. Zendesk Suite Q&A
3. Reports Automatically getting Filter on New Report

Hey CJ,  I'm a little confused with what you're saying here as I'm not seeing the same in my Zendesk account. Do you have a screenshot you could share showing us the filters you're seeing being add...

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• Amie Brennan
• Created January 19, 2023 03:23
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. If I use a subdomain for my sandbox, can I use the same one in live?

Hey There,  You will not be able to reuse the subdomain if you do it the way you described. I would recommend using "secondbrand-test.zendesk.com" as the brand subdomain in your sandbox. That way y...

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• Amie Brennan
• Created January 19, 2023 03:22
• 1 vote

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

Hey Andres, 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't provi...

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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. 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. 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