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Question

How can I prevent follow-ups from being created when a closed ticket gets an email response?

Answer

You can't. Follow-up tickets will be created, but you can close them immediately. You can create a trigger to automatically close tickets created for follow-ups using the following trigger configuration. 

Question

Why do I see an update from Kragle in my events?

Answer

When Content Cues are enabled, updates from Kragle can appear in your ticket events:

Content Cues processes tickets daily and tags related tickets for easy viewing with a Support topic ID, allowing you to see them in search or reports in Explore. Tags start with content_cue_ followed by a unique ID, such as content_cue_f3608693-15b5-1e48-9188-a2ma5efd9bae.

For more information, see this article: Reviewing suggested support topics in Content Cues.

Question

Why did I get an email that says Test message from Zendesk?

Answer

If you receive an email like "Test message from Zendesk sent on: 2025-01-01 10:00:00 UTC" it means you tested an email target. Email targets enable notifications to external email addresses based on Zendesk Support ticket events.

For more information, see this article: Managing external email targets.

Question

Can I set tags to none in Support triggers?

Answer

Yes, you can set tags to none. Leaving the field blank causes an error message prompting you to enter a value.

However, using double quotation marks ("") allows you to save the trigger.

Saving and reopening the trigger will show the field as empty, which means it will remove all tags upon execution.

Question

Is it possible to automatically update my voicemail greeting depending on the day of the week?

Answer

You cannot automatically update voicemail greetings. Instead, update your voicemail greetings manually.

For more information, see this article: Managing outgoing greetings.

Question

Why am I encountering error 400 with offset-based pagination (OBP)?

Answer

OBP retrieves a maximum of 10,000 records or 100 pages. Requests with more responses than this limit result in a 400 Bad Request error.

For larger requests, you must use cursor-based pagination, which is faster and more efficient.

For details, see these articles: Offset pagination limitations and Comparing cursor pagination and offset pagination.

Question

Can I bypass the seven day rule for Facebook Messenger responses?

Answer

No, you cannot bypass the seven day rule in Facebook Messenger. This limitation is in place to ensure businesses engage in meaningful interactions with users.

For more information, see the article: Adding Facebook Messenger channels.

Question

I deleted tickets, but my storage is still full. Why is that?

Answer

Your storage might still appear full after deleting tickets for a couple of reasons. One reason is that the system may take time to update and reflect the available space.

Not all tickets have attachments, so deleting those with few or none don't significantly free up space allocated to your files. To manage storage, look for tickets with large attachments, as deleting them will free up more space.

For more information, read the article: How can I remove attachments from tickets?

Question

How can agents be prevented from accessing the Talk dashboard?

Answer

Users with a Talk Admin or Team lead role can view the dashboard and edit the state of other agents. Enterprise customers can control individual agent access to dashboards by creating custom roles with the View Talk dashboard permission.

For more information, see this article: Analyzing call activity with the Talk dashboard.

Question

Why isn't the greeting audio in my account's language?

Answer

The default greeting audio is only available in English and Japanese. If your language is different, English will be used until you record a custom greeting. To add new greetings, follow the instructions in the article How do I add a new greeting? and assign them as detailed in Managing outgoing greetings.

This also applies to the IVR system, so you may find this article useful: Routing Incoming Calls with IVR.