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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.
Ticket not saved: A change was made to this ticket as your update was being saved
Edited Sep 12, 2023
6 votes · 23 comments
6
Votes
23
Comments
Can I stop a ticket from closing after 28 days?
Edited Jul 11, 2024
6 votes · 6 comments
6
Votes
6
Comments
How to troubleshoot issues with tickets
Edited Jan 30, 2025
2 votes · 0 comments
2
Votes
0
Comments
Why are end-user comments showing up as internal notes?
Edited Jan 19, 2024
10 votes · 4 comments
10
Votes
4
Comments
How can I retrieve the group ID in Support?
Edited Aug 02, 2024
9 votes · 10 comments
9
Votes
10
Comments
Can customers see private notes?
Edited Nov 20, 2023
2 votes · 0 comments
2
Votes
0
Comments
Why do I receive tickets with "No content" in the subject or description?
Edited Jan 19, 2024
2 votes · 3 comments
2
Votes
3
Comments
Why don't timestamps in the agent interface always match the UTC timestamp?
Edited Dec 04, 2023
12 votes · 8 comments
12
Votes
8
Comments
Why is the customer's reply not changing the ticket status to open?
Edited Nov 26, 2024
6 votes · 9 comments
6
Votes
9
Comments
Troubleshooting ticket submission issues in Zendesk Support
Edited Oct 11, 2024
0 votes · 3 comments
0
Votes
3
Comments
How can I organize my tickets?
Edited Nov 26, 2024
1 vote · 0 comments
1
Vote
0
Comments
Can Zendesk Support equally distribute tickets amongst agents or groups?
Edited Jan 15, 2025
6 votes · 19 comments
6
Votes
19
Comments
How can I view tickets I follow?
Edited Nov 26, 2024
37 votes · 61 comments
37
Votes
61
Comments
How can I bulk delete closed tickets?
Edited Feb 06, 2025
10 votes · 14 comments
10
Votes
14
Comments
If an agent leaves a ticket in open status, does this affect the first reply time?
Edited Apr 13, 2022
0 votes · 4 comments
0
Votes
4
Comments
Workflow: How to automatically route tickets from a specific customer to a specific agent
Edited Dec 17, 2024
4 votes · 7 comments
4
Votes
7
Comments
Why are there ticket IDs missing?
Edited Jan 19, 2024
15 votes · 0 comments
15
Votes
0
Comments
Why were tickets randomly reassigned back to the group?
Edited Mar 29, 2023
4 votes · 3 comments
4
Votes
3
Comments
Edited Mar 21, 2023
25 votes · 12 comments
25
Votes
12
Comments
What happens to the tickets of a deleted user?
Edited Sep 10, 2024
3 votes · 10 comments
3
Votes
10
Comments
Why is the response from agents not included in the comment update?
Edited Dec 14, 2022
0 votes · 0 comments
0
Votes
0
Comments
Can I receive desktop or browser notifications when tickets are created or updated?
Edited Aug 15, 2023
18 votes · 26 comments
18
Votes
26
Comments
Why can't I set my ticket to solved?
Edited Jul 03, 2024
2 votes · 7 comments
2
Votes
7
Comments
Workflow: Closing a large number of tickets
Edited Sep 13, 2024
2 votes · 3 comments
2
Votes
3
Comments
How do I set an external ID of a Zendesk Support ticket?
Edited Dec 14, 2022
4 votes · 8 comments
4
Votes
8
Comments
How can I search for tickets with empty ticket type values?
Edited Jul 10, 2024
6 votes · 1 comment
6
Votes
1
Comment
Workflow: How to track problem and incident tickets
Edited Dec 16, 2024
13 votes · 8 comments
13
Votes
8
Comments