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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?

Question Why do I see an update from Kragle in my events? Answer When Content Cues are enabled, updates from Kragle c...

Edited Feb 07, 2025

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

Question Why did I get an email that says Test message from Zendesk? Answer If you receive an email like "Test messag...

Edited Jan 13, 2025

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Why the assignee of solved parent tickets changed unexpectedly?

Question In side conversations, why might the assignee of solved parent tickets change unexpectedly? Answer This coul...

Edited Jan 10, 2025

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Can I set tags to none in Support triggers?

Question Can I set tags to none in Support triggers? Answer Yes, you can set tags to none. Leaving the field blank ca...

Edited Dec 31, 2024

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Some agents cannot access tickets they are assigned to in their groups

Issue symptoms Some agents in your account cannot see their tickets If an agent is affected, they may encounter the ...

Edited Jan 16, 2025

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Why didn't the results of my scheduled deletion reach the maximum count?

Question I created a deletion schedule for my tickets and I know up to 200,000 tickets could be deleted per day on my...

Edited Dec 06, 2024

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Why do users need to View original email for messages from external senders?

Question Why do users have to View original email on tickets with the message This message is from external sender? A...

Edited Oct 03, 2024

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Workflow: Prevent customers from solving their tickets

From the contact form and article suggestions, customers are able to solve their own tickets. This article provides s...

Edited Dec 17, 2024

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Why are CC recipients not added when forwarding an email?

Question Why aren't CC recipients included in the ticket when forwarding an email? Answer Whether or not CC recipient...

Edited Sep 12, 2024

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Can federated search results appear in the Zendesk Guide dashboard?

Question In my tickets, I added federated search results with the Knowledge side panel. Can those results appear in ...

Edited Dec 20, 2024

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My customers receive attachments as links

Issue My customers receive attachments as hyperlinks instead of regular files. Resolution Two situations can cause a...

Edited Aug 29, 2024

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How can I prevent omnichannel routing from routing chat and messaging tickets?

Question I'm using omnichannel routing (OCR), but I don't want to route chat and messaging tickets. How can I avoid r...

Edited Dec 18, 2024

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Why are my tickets automatically routed to a specific agent?

Question Why are tickets automatically routed to my agent? Omnichannel routing is turned off and no app is assigning ...

Edited Aug 14, 2024

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Recipe: Scheduling a ticket to reopen at a specific time

What's my plan? You can schedule a ticket to automatically reopen by combining several Zendesk features. This workf...

Edited Dec 04, 2024

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How can I use macros to add tags on a ticket?

Question How to use macros to add tags on a ticket? Answer To add tags on a ticket using macros Create a new macro....

Edited Jun 14, 2024

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Workflow: Auto-assigning tickets to a specific agent or group

Use triggers to automatically route tickets to a particular agent, or a group. The article includes the options below...

Edited Jan 15, 2025

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Why aren't my triggers running when I update tickets in bulk?

Question Why isn't my trigger running when I mass update tickets? Answer When you update tickets in bulk, the event i...

Edited Dec 20, 2024

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The "Forward via email" feature is missing in a ticket

Issue symptoms I am unable to forward a message from a customer in a ticket created within Zendesk. Resolution steps ...

Edited May 28, 2024

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How can I send automated replies from a specific support address?

Question I use multiple support addresses for one brand. How do I use a specific Zendesk support address to send auto...

Edited Dec 20, 2024

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How can I create different agent signatures based on brand and ticket group?

Question How can I set up different agent signatures to appear in email notifications based on the brand and ticket g...

Edited Dec 09, 2024

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My dynamic content is not translating email content in the language of the end user

Issue symptoms My end users are receiving automatic notification via email in the wrong locale. However, the language...

Edited Apr 18, 2024

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Can I use the Zendesk API to add CCs to email side conversations?

Question Can I use the Zendesk API to add CCs to email side conversations? Answer Yes, to add CCs to an email side co...

Edited Apr 18, 2024

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How can I identify the tickets a trigger acted on?

Question How do I list tickets where a trigger was used? Answer To see the tickets on which a particular trigger has ...

Edited Apr 18, 2024

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What are -1 ticket updates?

Question What does it mean when a ticket is updated by a -1 ID? Answer Ticket updates come from many sources, includi...

Edited Apr 09, 2024

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How were my tickets deleted?

Question How can I determine the method used to delete a ticket in Zendesk? Answer Tickets can be deleted in differen...

Edited Apr 10, 2024

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Workflow: Preventing tickets with open side conversations from being solved

What's my plan? This article explains how to create a workflow to prevent agents from solving tickets with an activ...

Edited Jan 07, 2025

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Can I fill in a custom field for auto-solved tickets from suggested articles?

Question Can I fill in a custom field for auto-solved tickets from suggested articles? Answer Yes, create a trigger t...

Edited Dec 09, 2024

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Error: Audits is invalid

Issue symptoms My agents sometimes receive the error Audits is invalid when they create a ticket. Resolution steps T...

Edited Nov 20, 2024

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How can I automatically add a specific user in CC to a ticket?

Question Is there an automated way to add a user as a CC to a ticket? Answer This can be done using a webhook and a t...

Edited Nov 20, 2024

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How can I identify brand IDs in a multi-brand setup?

Question How can I identify the corresponding brand ID for each brand when using multiple brands? Answer To identify ...

Edited Aug 02, 2024

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