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General questions and issues about tickets
General questions about tickets. Content that helps solve issues regarding tickets such as events, timestamps, tags, ticket errors, public and internal notes, ticket submission, play mode, ticket types, side conversations and ticket workflows.
Why do I see an update from Kragle in my events?
Edited Feb 07, 2025
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Why did I get an email that says Test message from Zendesk?
Edited Jan 13, 2025
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Why the assignee of solved parent tickets changed unexpectedly?
Edited Jan 10, 2025
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Can I set tags to none in Support triggers?
Edited Dec 31, 2024
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Some agents cannot access tickets they are assigned to in their groups
Edited Jan 16, 2025
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Why didn't the results of my scheduled deletion reach the maximum count?
Edited Dec 06, 2024
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Why do users need to View original email for messages from external senders?
Edited Oct 03, 2024
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Workflow: Prevent customers from solving their tickets
Edited Dec 17, 2024
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Why are CC recipients not added when forwarding an email?
Edited Sep 12, 2024
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Can federated search results appear in the Zendesk Guide dashboard?
Edited Dec 20, 2024
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My customers receive attachments as links
Edited Aug 29, 2024
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How can I prevent omnichannel routing from routing chat and messaging tickets?
Edited Dec 18, 2024
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Why are my tickets automatically routed to a specific agent?
Edited Aug 14, 2024
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Recipe: Scheduling a ticket to reopen at a specific time
Edited Dec 04, 2024
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How can I use macros to add tags on a ticket?
Edited Jun 14, 2024
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Workflow: Auto-assigning tickets to a specific agent or group
Edited Jan 15, 2025
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Why aren't my triggers running when I update tickets in bulk?
Edited Dec 20, 2024
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The "Forward via email" feature is missing in a ticket
Edited May 28, 2024
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How can I send automated replies from a specific support address?
Edited Dec 20, 2024
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How can I create different agent signatures based on brand and ticket group?
Edited Dec 09, 2024
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My dynamic content is not translating email content in the language of the end user
Edited Apr 18, 2024
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Can I use the Zendesk API to add CCs to email side conversations?
Edited Apr 18, 2024
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How can I identify the tickets a trigger acted on?
Edited Apr 18, 2024
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Edited Apr 09, 2024
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Edited Apr 10, 2024
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Workflow: Preventing tickets with open side conversations from being solved
Edited Jan 07, 2025
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Can I fill in a custom field for auto-solved tickets from suggested articles?
Edited Dec 09, 2024
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Edited Nov 20, 2024
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How can I automatically add a specific user in CC to a ticket?
Edited Nov 20, 2024
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How can I identify brand IDs in a multi-brand setup?
Edited Aug 02, 2024
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