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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 does the drop down field in Zendesk change when a tag is added?

Question What causes a drop down field to change when a tag is added? Answer Each value in a drop down field is paire...

Edited Jan 19, 2024

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Why isn't my reply being translated in a ticket?

Question When I translate ticket interactions, the end-user's replies are translated but my agent replies aren't. Why...

Edited May 29, 2024

4 votes  ·  4 comments

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How can I recover tickets created by an end user I accidentally deleted?

Issue symptoms I accidentally deleted an end user and lost all the tickets they created. Resolution steps If you del...

Edited Jan 19, 2024

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Why can't light agents add, edit, or remove ticket tags?

Question Why can't my light agents add, edit, or remove tags on tickets? Answer This is the expected behavior. Light...

Edited Nov 29, 2023

4 votes  ·  0 comments

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Why am I unable to see the full body of an inbound email?

Question Sometimes spreadsheets pasted in an email appear to be cut off. Why am I unable to see the full body of an i...

Edited Nov 10, 2023

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I can't see translations from my dynamic content

Issue symptoms My dynamic content isn’t populating translated text. How can I fix it? Resolution steps If your dynami...

Edited Nov 08, 2023

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Agents in the Zendesk Agent Workspace are unable to redact ticket content

Issue symptoms When the Zendesk Agent Workspace is enabled, agents are not able to redact ticket content using the na...

Edited Oct 31, 2023

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Why didn't my intelligent triage trigger run during ticket creation?

Question I created a trigger that includes the Ticket > Ticket | Is | Created condition, along with one of the intell...

Edited Nov 21, 2024

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Inbound emails don't render HTML format in ticket comments

Issue symptoms A requester sends an email with HTML elements, and they display as example on a ticket comment,...

Edited May 31, 2023

3 votes  ·  0 comments

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What's the difference between ticket merging and ticket threading?

Question What's the difference between ticket merging and ticket threading? Answer Ticket merging is when separate ex...

Edited May 22, 2023

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What happens to tickets when the assignee is manually removed from a group?

Question What happens to tickets when the assignee is manually removed from a group? Answer There are several things ...

Edited Sep 10, 2024

0 votes  ·  3 comments

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Not all ticket forms are listed when bulk updating tickets

Issue symptoms When I bulk update my tickets, I don't see all my ticket forms listed in the drop-down list. Resoluti...

Edited Apr 25, 2023

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How many side conversations can one ticket have?

Question Is there a limit to how many side conversations can one ticket have? Answer There is a limit of 50 side con...

Edited Mar 20, 2023

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What order does Zendesk display ticket fields on the printer-friendly version of a ticket?

Question What order are ticket fields displayed on the printer-friendly version of a ticket? Answer When you print a ...

Edited Dec 14, 2022

2 votes  ·  0 comments

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Sometimes line-breaks aren’t included when I apply macros

Issue symptoms Sometimes line-breaks aren’t included when I apply macros. Resolution steps This is a known limitation...

Edited Aug 02, 2024

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Why does the subject line in my email notifications say "Untitled ticket"?

Question When using the placeholder {{ticket.title}} in a trigger or automation, the placeholder doesn't render the t...

Edited Dec 14, 2022

0 votes  ·  8 comments

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What happens to assigned tickets when I suspend an agent?

Question I suspended one of my agent's access. What happens to their assigned tickets when the agent is suspended? An...

Edited Jul 09, 2024

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Workflow: How to create reminders on tickets that are on-hold

Agents may change the ticket status to On-hold if customers don't have all the information needed to answer questions...

Edited Nov 26, 2024

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Why do I see duplicated tickets in my account?

Question I can see duplicated tickets with the same subject, but not nested in the same ticket. Why am I getting dupl...

Edited Aug 28, 2023

3 votes  ·  3 comments

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Why can't I access this ticket?

Question I received an email regarding a ticket in my Zendesk Support account. When I click on the ticket URL to view...

Edited Feb 12, 2025

2 votes  ·  2 comments

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How can I automatically set a tag on incoming tickets?

Question I want to automatically add a tag or set a ticket field to all tickets that come in from a specific channel ...

Edited Dec 29, 2024

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Why are there different account names in notifications to my end users?

Question Why are there different account names in notifications to my end users? Answer Multiple account names can ap...

Edited Apr 13, 2023

1 vote  ·  0 comments

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Why are tickets solved immediately after I create them?

Question Why are new tickets closing right after I open them? Why aren't emails creating new tickets? Answer A trigge...

Edited Jan 31, 2025

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One admin's name is appearing on all ticket events

Issue symptoms There are a number of ticket events that appear in the agent interface as though they are all being do...

Edited Dec 14, 2022

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Ticket timestamps in the conversations view are different from the events view

Question Why do the timestamps in the conversations view differ from the events view for the same ticket event? Answe...

Edited Dec 14, 2022

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How was that ticket created?

Question How was that ticket created? Answer If you have questions on how Zendesk defines channels, see the article: ...

Edited Sep 17, 2024

3 votes  ·  10 comments

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Can I view the IP address and other detailed user information from within a ticket?

Question Is it possible to view user information on a ticket, such as their IP address or the device the ticket was s...

Edited Jul 23, 2024

4 votes  ·  8 comments

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Can I bulk create tickets to email my users?

Question Is it possible to create bulk tickets to send out to my customers? Answer No, there is no native way to bulk...

Edited Aug 28, 2023

8 votes  ·  2 comments

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Workflow: How to make a reopened ticket unassigned

When a solved ticket reopens, you may want it unassigned so that another agent can work on it. By utilizing a trigger...

Edited Nov 21, 2024

8 votes  ·  0 comments

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How do Support tags and Chat tags interact?

Question How do Zendesk Support tags and Zendesk Chat tags interact? Answer There are two versions of ticket creation...

Edited Jan 17, 2024

5 votes  ·  2 comments

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