Ticket management


Multibrand resources

What's my plan? This article contains resources for Multibrand, including documentation and community tips. Docume...

Edited Dec 17, 2024

11 votes  ·  6 comments

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About system ticket rules

What's my plan? The following business rules in Zendesk Support are predefined and can't be reconfigured. T...

Edited Sep 23, 2024

22 votes  ·  23 comments

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About ticket fields

What's my plan? Typically, when end users submit support requests, they provide the subject and description ...

Edited Jun 21, 2024

32 votes  ·  52 comments

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Modifying closed tickets

What's my plan? In the final stage of a ticket’s life cycle, it automatically enters the closed state based on au...

Edited Oct 31, 2024

0 votes  ·  32 comments

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About open vs. pending and on-hold tickets

What's my plan? One of the major benefits to using an Zendesk to handle your customer interactions is that, unlike a...

Edited Jun 21, 2024

11 votes  ·  1 comment

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Adding the On-hold ticket status to Zendesk Support

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Fields The On-hold status is optional a...

Edited Jun 21, 2024

34 votes  ·  21 comments

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Enabling agents to delete tickets

What's my plan? You can enable your agents to delete tickets. When you enable agents to delete tickets, you can dec...

Edited Jun 21, 2024

1 vote  ·  4 comments

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Enabling attachments in tickets

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings Agen...

Edited Dec 06, 2024

11 votes  ·  40 comments

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Enabling auto-assign for agents on ticket solve

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings You c...

Edited Jun 21, 2024

8 votes  ·  8 comments

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Enabling tickets to be reassigned back to an agent's group

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings By default, once a ticket has b...

Edited Jun 21, 2024

4 votes  ·  8 comments

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Changing your ticket ID starting number

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings By de...

Edited Jun 21, 2024

4 votes  ·  14 comments

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Designing your ticket forms for a better agent and end-user experience

What's my plan? A ticket form, also referred to as a contact form, is available in all Zendesk Support plans and pr...

Edited Nov 18, 2024

3 votes  ·  7 comments

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Turning on merging suggestions

You must have the Advanced AI add-on to use this feature. The merging suggestions feature, which is part of a...

Edited Nov 13, 2024

0 votes  ·  0 comments

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About ticket archiving

Archiving tickets speeds up the loading time for views, especially those with multiple tickets that have been ...

Edited Oct 31, 2024

24 votes  ·  43 comments

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Understanding follow-up tickets

What's my plan? Any response to a closed ticket from any channel automatically creates a follow-up ticket. ...

Edited Nov 26, 2024

1 vote  ·  0 comments

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Including original group and assignee on follow-up tickets

What's my plan? Any response to a closed ticket from any channel automatically creates a follow-up ...

Edited Nov 26, 2024

0 votes  ·  17 comments

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Adjusting your business rules to handle private tickets

When you allow your agents to create private tickets, you introduce a new and different kind of workflow into your ex...

Edited Dec 16, 2021

3 votes  ·  0 comments

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Changing the default privacy of ticket comments

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Settings Your ...

Edited Jun 21, 2024

8 votes  ·  40 comments

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Enabling and disabling private ticket creation

What's my plan? Note: Accounts created before April 8, 2017, include an option to enable or disable private ticke...

Edited Jun 21, 2024

5 votes  ·  13 comments

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Creating and applying branded ticket forms

What's my plan? Quick Look: Admin Center > Objects and rules > Tickets > Forms If you have set up multiple brand...

Edited Jun 21, 2024

12 votes  ·  24 comments

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Deactivating and deleting brands

What's my plan? Quick Look: Admin Center > Account > Brand management > Brands This article describes how to d...

Edited Oct 28, 2024

9 votes  ·  5 comments

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Editing brands

What's my plan? If you have created multiple brands, your brands appear alphabetically on the Brands page, ...

Edited Oct 28, 2024

3 votes  ·  8 comments

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Setting up multiple brands

What's my plan? Quick Look: Admin Center > Account > Brand management > Brands Note: This feature has the fo...

Edited Dec 17, 2024

9 votes  ·  39 comments

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Setting up business rules for multiple brands

What's my plan? Triggers and automations in Zendesk are collectively referred to as business rules. They perform auto...

Edited Jun 21, 2024

4 votes  ·  0 comments

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Multibrand: Displaying the appropriate forms on the correct Help Center

What's my plan? This workaround is only necessary in select scenarios like if you want to use a form for Web Widget...

Edited Jun 21, 2024

22 votes  ·  9 comments

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Multibrand known issues

The following is a quick list of issues we're aware of in the current multibrand offering. Some of these are fixes th...

Edited Jan 16, 2024

19 votes  ·  30 comments

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Multibrand vs. hub and spoke: Why to migrate

What's my plan? After reading this article, see Understanding the migration. The Pros and Cons The Multibrand featu...

Edited Jun 21, 2024

7 votes  ·  0 comments

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Multibrand: Restricting agents to specific brands

What's my plan? The Multibrand feature in Support is configured by default to allow all agents to access tickets for...

Edited Jun 21, 2024

8 votes  ·  8 comments

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Understanding the migration from Hub and Spoke to Multibrand

What's my plan? This article is for Support Enterprise customers who are currently using a Hub ...

Edited Jun 21, 2024

3 votes  ·  1 comment

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Using the email template with multiple brands

What's my plan? If you've set up your Zendesk to support multiple brands, you might want to ensure that proper brandi...

Edited Jun 21, 2024

6 votes  ·  14 comments

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