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Account settings of the ticketing system

Articles that guide admins accessing the account settings of Support such as the profile page to update email address, name, language, signatures, and others. Content about the basics of the ticketing system.


On tickets, my ticket form automatically changes after an update

Issue symptoms I'm trying to change the form on a ticket. However, the ticket form keeps reverting to the original va...

Edited Nov 12, 2024

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Can I use math equations to compute values from ticket fields?

Question Can I apply a math equation to custom, numerical, ticket fields? Answer Yes, you can apply equations with li...

Edited Oct 08, 2024

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How can I prevent agents from accessing the Talk dashboard?

Question How can agents be prevented from accessing the Talk dashboard? Answer Users with a Talk Admin or Team lead r...

Edited Jan 03, 2025

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Why hours until due date doesn't work after due date expires?

Question Why doesn't hours until due date work after the due date? Answer The hours until the due date condition is n...

Edited Oct 03, 2024

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Why am I seeing old macro suggestions?

Question I recently bought the Advanced AI add-on for my account. When I review the macro suggestions in Admin Center...

Edited Jul 25, 2024

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How do I reassign reopened tickets to agents who are online?

Question Omnichannel routing isn't reassigning my reopened tickets. How do I reassign reopened tickets to agents who ...

Edited Aug 02, 2024

0 votes  ·  8 comments

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Welcome emails aren't sending when I create new customers

Issue symptoms When I create new customers, the welcome emails aren't sent. Resolution steps Make sure that your hel...

Edited Jan 23, 2024

1 vote  ·  0 comments

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Error: Invalid settings

Issue symptoms When I try to turn on omnichannel routing, the error Invalid settings appears. Resolution steps This e...

Edited Jan 12, 2024

1 vote  ·  0 comments

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Will deleting users in Zendesk decrease my storage usage?

Question If I delete users, will my storage usage decrease? Answer If you delete users manually or utilize the end-us...

Edited Feb 06, 2025

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Can I get performance issues if I exceed my storage limit?

Question If I exceed my storage limit, could it cause performance issues in my Zendesk account? Answer No, Zendesk is...

Edited Dec 01, 2023

0 votes  ·  2 comments

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How can I identify tickets with large attachments?

Question How can I find tickets with big attachments? Answer It is not possible to pull a list of tickets by attachme...

Edited Jan 09, 2025

0 votes  ·  3 comments

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How do I update the primary email address of a user?

Question I want to update the primary email address of a user but, when I do, it reverts to the email address that is...

Edited May 07, 2024

1 vote  ·  0 comments

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Where can I use placeholders?

Question Where is it possible to use placeholders? Answer Placeholders are containers that hold dynamically generated...

Edited Aug 30, 2024

0 votes  ·  3 comments

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Can I use an automation to fire 24 hours after the date set up in a date field?

Question Can I set an automation to fire 24 hours after the date set up in a custom date ticket field? Answer No, the...

Edited Sep 13, 2024

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Can I deactivate the Zendesk Agent Workspace on my trial account?

Question I recently created a new trial account, can I deactivate the Zendesk Agent Workspace? Answer No, the Zendes...

Edited Nov 02, 2023

3 votes  ·  2 comments

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Why didn’t intelligent triage add predictions to a ticket?

Question I turned on intelligent triage, but the intent, language, and sentiment predictions are missing from some ti...

Edited Nov 28, 2024

3 votes  ·  0 comments

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How does Zendesk account for daylight saving time?

Question How does Zendesk account for daylight saving time? Answer If applicable to your timezone, your schedules are...

Edited Jul 25, 2023

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Why is the intent unavailable when I enable intelligent triage?

Question My account fulfills the requirements for intelligent triage. Why is the intent unavailable when I enable int...

Edited Dec 09, 2024

1 vote  ·  0 comments

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The option to enable side conversations is missing in my account

Issue symptoms I want to enable the side conversations feature, and don't see the option to activate it in Admin Cent...

Edited Sep 01, 2023

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Agent's statuses are changing to online when enabling omnichannel routing

Issue symptoms After I turned on omnichannel routing with unified agent status, all agent's statuses are changed to o...

Edited Jan 13, 2025

1 vote  ·  6 comments

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Why aren't my keyboard shortcuts working?

Question I have keyboard shortcuts enabled for my account, but they aren't working properly. Why? Answer Any third-p...

Edited Jan 16, 2023

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Which interface is my account using?

Question I'm not sure which interface my Zendesk account is on. How can I easily find out if my account is on the Zen...

Edited Aug 15, 2024

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When I try to update my email address the option is grayed out

Issue symptoms I can’t change the email address from my profile page. The option Edit email is grayed out. Resolution...

Edited Dec 14, 2022

2 votes  ·  3 comments

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Can I use an agent's email address to receive tickets?

Question Can I set up Zendesk so emails sent to one of my agents are automatically converted to a ticket? Answer This...

Edited Jan 18, 2024

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What is the third party system option in a ticket sharing setup?

Question When I click Add sharing invite in my ticket sharing settings, what is the third party system option and how...

Edited Jan 18, 2024

1 vote  ·  0 comments

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How do I change my account name in Zendesk Support?

window.dataLayer = window.dataLayer || []; window.dataLayer.push({'contentGroup2':'Advice and Troubleshoo...

Edited Feb 22, 2024

14 votes  ·  4 comments

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Where can I use Markdown and HTML in Zendesk Support?

Question Where can I use Markdown and HTML in Zendesk Support? Answer You can use Markdown in the places listed below...

Edited Dec 31, 2024

18 votes  ·  14 comments

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How can I change the language in Support for my agents?

Question How can I change the language in Zendesk Support for my agents? Does this change affect other agents in my a...

Edited Dec 14, 2022

5 votes  ·  0 comments

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Can I have multiple agent signatures?

Question I want a signature for each language supported by my team. Can I have multiple agent signatures? Answer The ...

Edited Dec 11, 2024

5 votes  ·  7 comments

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Why do I see Get started in my Support account home page?

Question Why do I see the Get started option in my Zendesk Support account home page? Answer In Support, when you’ve ...

Edited Aug 15, 2024

4 votes  ·  0 comments

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