Ben Van Iten

1. Support
2. ...
3. Users, groups, and organizations
4. Can user accounts share an email address?

Greetings Jozsef, The email address is the primary identifier for users in Zendesk, so the system will not allow you to have two users that share the same email address. This is a hard coded rule f...

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• Ben Van Iten
• Created February 08, 2021 14:53
• 2 votes

1. Community
2. Support Q&A
3. Single email for the group

Hi Felipe, It is not possible to have an email address associated with a group in Zendesk. It is possible to have an address associated with a brand however. Given the plan level restrictions on mu...

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• Ben Van Iten
• Created February 08, 2021 14:44
• 0 votes

1. Support
2. ...
3. Email
4. About mail loops and Zendesk email

Greetings, If the issue is being caused by a light agent, we would encourage them to work from inside of the Zendesk instance instead of sending those via email. This will get around the sending li...

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• Ben Van Iten
• Created February 08, 2021 14:26
• 0 votes

1. Community
2. Workflow Discussions
3. First Reply Time SLA: Can an API-created Ticket that only posts an Internal Comment override the settings to require a First reply time SLA?

Greetings, If the comment is from the profile of an agent, it doesn't matter how the ticket is created. It will not initiate the first reply time SLA target until someone with an end-user profile m...

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• Ben Van Iten
• Created February 02, 2021 14:42
• 0 votes

1. Community
2. Chat Q&A
3. I can't uninstall Zendesk from website

Greetings, I went to that website and am not seeing the widget load. Are you still experiencing this issue? Thanks!

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• Ben Van Iten
• Created February 02, 2021 14:35
• 0 votes

1. Community
2. Support Q&A
3. Organizing and sharing tickets

Hi Arjun Rao, I would recommend creating each domain as an organization within your instance of Zendesk. Then from there each time one of these users sends in a ticket, it will be broken down by th...

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• Ben Van Iten
• Created February 02, 2021 14:30
• 0 votes

1. Community
2. Support Q&A
3. Facebook tickets doesn't save fields

Hi Seany Ng Serrano, When you view the ticket events, do you see that there are any triggers or business rules that are setting that changes those fields back to blank? That is the most common caus...

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• Ben Van Iten
• Created January 27, 2021 21:24
• 0 votes

1. Support
2. ...
3. Email
4. Setting up suspended ticket notifications

Hi Sara, This is a great question. Unfortunately this is not possible at this time. I would encourage you to post in our feedback forum (as it is more closely monitored by the product team than thi...

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• Ben Van Iten
• Created January 27, 2021 15:55
• 0 votes

1. Community
2. Talk Q&A
3. Delay in ZenDesk Talk calls

Hi Jennifer, My apologies for the delay in response. I see that you had a ticket with us and the resolution appeared to be related to a local issue. Please let us know if you have any further quest...

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• Ben Van Iten
• Created January 19, 2021 22:43
• 0 votes

1. Community
2. Support Q&A
3. SLA count start date

Hi Amit, Thanks for the update. I reviewed some of our documentation and worked with a few team members who specialize on SLA's, and unfortunately there really isn't a way to make First Reply Time ...

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• Ben Van Iten
• Created January 19, 2021 22:34
• 0 votes