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Ticket management

Accessing your views of tickets

What's my plan? Suite Any plan Support Any plan Quick Look: In Support, click the Views i...

Edited Mar 19, 2025

9 votes  ·  18 comments

9

Votes

18

Comments

Categorizing your views

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Workspaces > Age...

Edited Mar 19, 2025

2 votes  ·  26 comments

2

Votes

26

Comments

Merging related tickets based on suggestions

What's my plan? Add-on Copilot You must have the Copilot add-on to use this feature. The merging s...

Edited Mar 05, 2025

0 votes  ·  11 comments

0

Votes

11

Comments

Sorting and filtering tickets in a view to refine results

What's my plan? Suite Any plan Support Any plan Quick Look: In Support, click the Views ic...

Edited Mar 19, 2025

0 votes  ·  12 comments

0

Votes

12

Comments

Creating views to build customized lists of tickets

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Workspaces > Age...

Edited Mar 19, 2025

46 votes  ·  93 comments

46

Votes

93

Comments

Managing your views

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Workspaces > Ag...

Edited Mar 19, 2025

7 votes  ·  47 comments

7

Votes

47

Comments

Exporting a view of tickets to a CSV file

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Workspaces > Ag...

Edited Mar 19, 2025

1 vote  ·  7 comments

1

Vote

7

Comments

Accessing and using the Views admin page

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Workspaces > Age...

Edited Mar 19, 2025

3 votes  ·  15 comments

3

Votes

15

Comments

Creating a ticket on behalf of the requester

What's my plan? Suite Any plan Support Any plan There may be times when you need to open a t...

Edited Mar 19, 2025

10 votes  ·  47 comments

10

Votes

47

Comments

Creating a follow-up for a closed ticket

What's my plan? Suite Any plan Support Any plan When a ticket is closed, it can't be altered...

Edited Mar 19, 2025

17 votes  ·  37 comments

17

Votes

37

Comments

About the custom object records page

What's my plan? Suite Any plan Support Enterprise Quick Look: Support > Custom objects T...

Edited Mar 19, 2025

0 votes  ·  2 comments

0

Votes

2

Comments

Sharing tickets

What's my plan? Suite Any plan Support Any plan If you have enabled ticket sharing, you can ...

Edited Mar 19, 2025

4 votes  ·  22 comments

4

Votes

22

Comments

Adding custom object records to capture custom data

What's my plan? Suite Any plan Support Enterprise Quick Look: Support > Custom objects ...

Edited Mar 19, 2025

0 votes  ·  2 comments

0

Votes

2

Comments

Deleting tickets

What's my plan? Suite Any plan Support Any plan Some support teams never delete tickets; they inst...

Edited Mar 26, 2025

9 votes  ·  26 comments

9

Votes

26

Comments

Merging tickets

What's my plan? Suite Any plan Support Any plan If needed, you can merge one or more tickets...

Edited Mar 19, 2025

16 votes  ·  88 comments

16

Votes

88

Comments

Interacting with related object records in tickets

What's my plan? Suite Any plan Support Any plan Quick Look: Support > Custom objects Whe...

Edited Mar 19, 2025

0 votes  ·  2 comments

0

Votes

2

Comments

Marking a ticket as spam and suspending the requester

What's my plan? Suite Any plan Support Any plan You can mark a ticket as spam and suspend the...

Edited Mar 19, 2025

9 votes  ·  9 comments

9

Votes

9

Comments

Viewing and recovering deleted tickets

What's my plan? Suite Any plan Support Any plan When you delete a ticket, it isn't actually p...

Edited Mar 19, 2025

9 votes  ·  7 comments

9

Votes

7

Comments

Viewing, recovering, and deleting suspended tickets

What's my plan? Suite Any plan Support Any plan Some emails may be flagged as spam and be ei...

Edited Mar 19, 2025

6 votes  ·  39 comments

6

Votes

39

Comments

Managing tickets in bulk

What's my plan? Suite Any plan Support Any plan Using your views, you can make ticket update...

Edited Mar 19, 2025

12 votes  ·  65 comments

12

Votes

65

Comments

Viewing all events for ticket updates

What's my plan? Suite Any plan Support Any plan Quick Look: In a ticket, click Conversati...

Edited Mar 19, 2025

17 votes  ·  32 comments

17

Votes

32

Comments

Understanding email delivery failures in the Zendesk Agent Workspace

What's my plan? Suite Any plan Support Any plan Note: This feature does not currently apply...

Edited Mar 19, 2025

10 votes  ·  28 comments

10

Votes

28

Comments

About channel switching logic in the ticket composer

What's my plan? Suite Any plan Support Any plan In the Zendesk Agent Workspace, agents can w...

Edited Mar 19, 2025

1 vote  ·  9 comments

1

Vote

9

Comments

Using the Time Tracking app

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Professional or E...

Edited Mar 19, 2025

10 votes  ·  37 comments

10

Votes

37

Comments

About flagged tickets

What's my plan? Suite Any plan Support Any plan There may be times when tickets are flagged ...

Edited Mar 19, 2025

4 votes  ·  14 comments

4

Votes

14

Comments

Responding to an approval request (EAP)

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Approvals are also available on a...

Edited Mar 19, 2025

0 votes  ·  0 comments

0

Votes

0

Comments

Using the Mail API to update ticket properties from your inbox

What's my plan? Suite Any plan Support Any plan The Mail API allows you to set ticket proper...

Edited Mar 19, 2025

79 votes  ·  23 comments

79

Votes

23

Comments

Creating and managing approval requests (EAP)

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Approvals are also available on a...

Edited Mar 19, 2025

0 votes  ·  10 comments

0

Votes

10

Comments

Refreshing your account for critical updates

Occasionally Zendesk may release a critical update to solve security issues or make other important updates to your a...

Edited May 13, 2024

0 votes  ·  0 comments

0

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0

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