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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?
Edited Jan 19, 2024
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Why isn't my reply being translated in a ticket?
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?
Edited Jan 19, 2024
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Why can't light agents add, edit, or remove ticket tags?
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?
Edited Nov 10, 2023
0 votes · 2 comments
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I can't see translations from my dynamic content
Edited Nov 08, 2023
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Agents in the Zendesk Agent Workspace are unable to redact ticket content
Edited Oct 31, 2023
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Why didn't my intelligent triage trigger run during ticket creation?
Edited Nov 21, 2024
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Inbound emails don't render HTML format in ticket comments
Edited May 31, 2023
3 votes · 0 comments
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What's the difference between ticket merging and ticket threading?
Edited May 22, 2023
0 votes · 1 comment
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What happens to tickets when the assignee is manually removed from a group?
Edited Sep 10, 2024
0 votes · 3 comments
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Not all ticket forms are listed when bulk updating tickets
Edited Apr 25, 2023
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How many side conversations can one ticket have?
Edited Mar 20, 2023
0 votes · 1 comment
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What order does Zendesk display ticket fields on the printer-friendly version of a ticket?
Edited Dec 14, 2022
2 votes · 0 comments
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Sometimes line-breaks aren’t included when I apply macros
Edited Aug 02, 2024
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Why does the subject line in my email notifications say "Untitled ticket"?
Edited Dec 14, 2022
0 votes · 8 comments
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What happens to assigned tickets when I suspend an agent?
Edited Jul 09, 2024
1 vote · 0 comments
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Workflow: How to create reminders on tickets that are on-hold
Edited Nov 26, 2024
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Why do I see duplicated tickets in my account?
Edited Aug 28, 2023
3 votes · 3 comments
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Why can't I access this ticket?
Edited Feb 12, 2025
2 votes · 2 comments
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How can I automatically set a tag on incoming tickets?
Edited Dec 29, 2024
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Why are there different account names in notifications to my end users?
Edited Apr 13, 2023
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Why are tickets solved immediately after I create them?
Edited Jan 31, 2025
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One admin's name is appearing on all ticket events
Edited Dec 14, 2022
0 votes · 2 comments
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Ticket timestamps in the conversations view are different from the events view
Edited Dec 14, 2022
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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?
Edited Jul 23, 2024
4 votes · 8 comments
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Can I bulk create tickets to email my users?
Edited Aug 28, 2023
8 votes · 2 comments
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Workflow: How to make a reopened ticket unassigned
Edited Nov 21, 2024
8 votes · 0 comments
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How do Support tags and Chat tags interact?
Edited Jan 17, 2024
5 votes · 2 comments
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