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Ticket editor, assignee, and requestor

Content that helps answer questions and solve issues regarding the ticket composer, the assignee field, and the requestor field. Articles about images in tickets, comments, ticket placeholders, assignments, hyperlinks, and others.

Troubleshooting omnichannel routing issues

If you encounter problems with omnichannel routing setup, use this guide to find solutions to the most common issues....

Edited Jan 20, 2025

1 vote  ·  0 comments

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I'm unable to edit the ticket subject

Issue symptoms I tried to edit the ticket subject field but the edit does not appear in either the ticket events or t...

Edited Apr 11, 2025

1 vote  ·  8 comments

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Can I assign tickets sent to a certain email address to a queue or group?

Question Is it possible to assign tickets sent to a certain email address to a queue or group? Answer Yes, this is po...

Edited Mar 19, 2025

0 votes  ·  2 comments

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Is it possible to add more than one requester to a ticket?

Question Can I add multiple requesters to the same ticket? Answer No, you can only have one requester for each ticke...

Edited Apr 11, 2025

0 votes  ·  3 comments

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Inline images not displaying for agents in tickets

Issue symptoms Agents in the Support interface see inline images as broken links. Conditions An account has the three...

Edited Apr 11, 2025

4 votes  ·  7 comments

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Why are the images in my tickets broken?

Question Why are the images in my Support tickets broken and not displaying when I view them in the agent interface? ...

Edited Apr 11, 2025

14 votes  ·  16 comments

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I can't reassign a ticket

Issue symptoms I can't reassign a ticket. The ticket is stuck with one of our agents or groups. When an agent updates...

Edited Apr 11, 2025

7 votes  ·  4 comments

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Workflow: How to prevent agents from reassigning tickets to other agents

Use triggers to prevent agents from reassigning tickets to other agents. This article describes how to build a trigge...

Edited Mar 20, 2025

1 vote  ·  6 comments

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How can I add the ticket ID to the ticket subject?

Question How can I add the ticket ID to the ticket subject? Answer Adding the ticket ID to the subject of a ticket ca...

Edited Apr 11, 2025

0 votes  ·  5 comments

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Can I delete comments in my tickets?

Question Can I unsend an email in Zendesk? Answer No, it is not natively possible to delete a comment from a ticket o...

Edited Apr 11, 2025

17 votes  ·  6 comments

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Can I edit a ticket comment once it has been added to a ticket?

Question Can I edit a ticket comment once it's saved to the ticket? Answer No, it is not possible to edit ticket comm...

Edited Apr 11, 2025

25 votes  ·  0 comments

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Can I edit closed tickets?

Question Can I edit a closed ticket to add information? Answer Admins can only edit the Tags, Subject, and Priority ...

Edited Feb 06, 2025

32 votes  ·  30 comments

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Why are the {{ticket.link}} and {{ticket.url}} placeholders not rendering?

Question Why are the {{ticket.link}} and {{ticket.url}} placeholders not rendering? Answer For these placeholders to ...

Edited Apr 11, 2025

6 votes  ·  14 comments

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Can I change the ticket requester within Zendesk based on the contents of the email body?

Question How can I set the requester of an email ticket to reflect the user information shown in the body of a ticket...

Edited Apr 11, 2025

2 votes  ·  0 comments

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Is it possible to automatically send a form to the requester when a ticket is created?

Question I want users to receive an email back with a ticket form when they email us instead of submitting a request ...

Edited Sep 06, 2024

0 votes  ·  0 comments

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Can a ticket have multiple assignees at one time?

Question Can more than one person be assigned to one ticket? This way those two people can be updated when the ticket...

Edited Apr 11, 2025

5 votes  ·  5 comments

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Why do tickets auto-assign to one group?

Question Why do my incoming tickets auto-assign to one group? Why do my tickets route to a group without my involve...

Edited Apr 11, 2025

5 votes  ·  4 comments

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The ticket.title placeholder displays first comment instead of the subject

Issue symptoms When I use the {{ticket.title}} placeholder in notifications to end users in triggers and automations,...

Edited Apr 11, 2025

9 votes  ·  4 comments

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Is there a character limit on ticket comments?

Question How many characters can be added to a single comment? Answer Yes. The character limit on ticket comments us...

Edited Mar 27, 2025

4 votes  ·  11 comments

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How can I view tickets assigned to me?

Question How can I find the tickets assigned to me in Zendesk Support? Answer By default, the view Your unsolved tic...

Edited Apr 11, 2025

1 vote  ·  0 comments

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