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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

Issue symptoms When updating a ticket, the following error message appears:Ticket #____ not saved. A change was made ...

Edited Sep 12, 2023

6 votes  ·  23 comments

6

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23

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Can I stop a ticket from closing after 28 days?

Question Is it possible to prevent a ticket from closing after 28 days in a solved status? Answer No, it is not possi...

Edited Jul 11, 2024

6 votes  ·  6 comments

6

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6

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How to troubleshoot issues with tickets

Question How can I fix general issues with my tickets at Zendesk? Answer Tickets keep track of the conversations betw...

Edited Jan 30, 2025

2 votes  ·  0 comments

2

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0

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Why are end-user comments showing up as internal notes?

Question When the client replied to an update, their reply became an internal note. Why is that? Answer If the user ...

Edited Jan 19, 2024

10 votes  ·  4 comments

10

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4

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How can I retrieve the group ID in Support?

Question How can I see the group ID within Zendesk Support? Answer There are two methods to retrieve the group ID i...

Edited Aug 02, 2024

9 votes  ·  10 comments

9

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10

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Can customers see private notes?

Question I added a new ticket and sent the customer an email as a public comment, but they replied with an internal n...

Edited Nov 20, 2023

2 votes  ·  0 comments

2

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0

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Why do I receive tickets with "No content" in the subject or description?

Question Why are we getting tickets with [No content] in the subject or description? Answer These tickets are most li...

Edited Jan 19, 2024

2 votes  ·  3 comments

2

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3

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Why don't timestamps in the agent interface always match the UTC timestamp?

Question How do timestamps on tickets work with Daylight Savings Time? Answer Zendesk stores all of its data in UTC. ...

Edited Dec 04, 2023

12 votes  ·  8 comments

12

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8

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Why is the customer's reply not changing the ticket status to open?

Question Why didn't my ticket reopen with a comment from the end user? Answer When an end user comments on a pending,...

Edited Nov 26, 2024

6 votes  ·  9 comments

6

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9

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Troubleshooting ticket submission issues in Zendesk Support

If you can’t submit a ticket update in Zendesk Support, follow these steps to troubleshoot the issue. Open Zendesk ...

Edited Oct 11, 2024

0 votes  ·  3 comments

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3

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How can I organize my tickets?

Question How can I sort my tickets in Zendesk? Answer You can create a view to organize your tickets. To learn more a...

Edited Nov 26, 2024

1 vote  ·  0 comments

1

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Can Zendesk Support equally distribute tickets amongst agents or groups?

Question Is there an option to equally assign incoming tickets to agents automatically? Answer Turn on and configure ...

Edited Jan 15, 2025

6 votes  ·  19 comments

6

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19

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How can I view tickets I follow?

Question How can I view the tickets that I am following? Answer You can use different options to find out which ticke...

Edited Nov 26, 2024

37 votes  ·  61 comments

37

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61

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How can I bulk delete closed tickets?

Question I have a large number of closed tickets that I want to delete. How can I bulk delete closed tickets? Answer ...

Edited Feb 06, 2025

10 votes  ·  14 comments

10

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14

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If an agent leaves a ticket in open status, does this affect the first reply time?

Question If an agent leaves a ticket in open status, does this affect the first reply time? Answer No, the first repl...

Edited Apr 13, 2022

0 votes  ·  4 comments

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Workflow: How to automatically route tickets from a specific customer to a specific agent

In this workflow, you'll learn how to use tags and triggers to automatically route tickets from specific end users to...

Edited Dec 17, 2024

4 votes  ·  7 comments

4

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7

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Why are there ticket IDs missing?

Question I noticed that the ticket IDs aren't perfectly sequential, some of them are missing. How might this happen? ...

Edited Jan 19, 2024

15 votes  ·  0 comments

15

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Why were tickets randomly reassigned back to the group?

Question A number of tickets were systematically routed from one agent back to the group. There aren't any triggers o...

Edited Mar 29, 2023

4 votes  ·  3 comments

4

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3

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Can I un-merge tickets?

Question Is it possible to un-merge tickets? Answer No, it is not possible to un-merge tickets. The ticket that is me...

Edited Mar 21, 2023

25 votes  ·  12 comments

25

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12

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What happens to the tickets of a deleted user?

Question What happens to tickets after a user is deleted? Answer The sections below outline how a user's deletion aff...

Edited Sep 10, 2024

3 votes  ·  10 comments

3

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10

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Why is the response from agents not included in the comment update?

Question When I respond to a ticket with a public comment, the email that the customer receives doesn't include my re...

Edited Dec 14, 2022

0 votes  ·  0 comments

0

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0

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Can I receive desktop or browser notifications when tickets are created or updated?

Question Can I receive desktop or browser notifications when tickets are created or updated? Answer Notifications var...

Edited Aug 15, 2023

18 votes  ·  26 comments

18

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26

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Why can't I set my ticket to solved?

Question Why am I unable to set my ticket to solved? Answer You can't solve a ticket unless the ticket has an assign...

Edited Jul 03, 2024

2 votes  ·  7 comments

2

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7

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Workflow: Closing a large number of tickets

Use an automation or the API to close tickets in bulk. Closing tickets lets them archive and removes them from your v...

Edited Sep 13, 2024

2 votes  ·  3 comments

2

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3

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How do I set an external ID of a Zendesk Support ticket?

Question How do I set an external ID of a Zendesk Support ticket? Answer A Support ticket's external_id attribute is...

Edited Dec 14, 2022

4 votes  ·  8 comments

4

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8

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How can I search for tickets with empty ticket type values?

Question Is there a way to search for tickets to see whether they have a ticket type set up? Answer You can search fo...

Edited Jul 10, 2024

6 votes  ·  1 comment

6

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1

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Workflow: How to track problem and incident tickets

Track and manage problem and incident tickets in Zendesk Support by setting up a view or a trigger. This guide will h...

Edited Dec 16, 2024

13 votes  ·  8 comments

13

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8

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