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Q&A - Tickets and email

Ask your questions, engage in discussion, and find solutions related to email, forms, fields, tags, and ticket statuses.


Several of our support agents work across more than one group, for example an agent in Netherlands may also support a cu...

Publicado 05 jul 2021 · James Beniston

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Two of my agents have been sending responses to customers who have been sending in tickets, and the customers have been ...

Publicado 28 jun 2021 · Winter Belmont

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Is there a way to bulk email out to our customers via support? This is NOT for marketing purposes. E.g There is a delay ...

Publicado 15 jul 2021 · Taimoor Khan

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Hi everybody, I am looking for a way to automate the adjustment of the Ticket Form based on keywords found in the body e...

Publicado 13 jul 2021 · Fakhri - [FSG] Customer Care

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We are a 3rd party for our clients and act as support desk for them. Typical cases can flow like this: customer buys som...

Publicado 07 jul 2021 · James Burt

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We are having a bit of a problem with users creating multiple tickets. That means that potentially two or more agents ca...

Publicado 05 jul 2021 · Vladimir P

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Hello, I need to display a ticket via its URL (ex : zendesk.com/agent/tickets/001) without the user having to sign-in. I...

Publicado 30 jun 2021 · William POITEVIN

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Hi, We would like to add a CSAT at the bottom of our support email. With this, we hope to increase the response rate to ...

Publicado 28 jun 2021 · Danja Overgaag

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I would like to create a field called category and a field called subcategory. The subcategory field may only show field...

Publicado 19 jul 2021 · Marco van Bergeijk

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Hello! I have Organizations created for a US team and a Canadian team of agents (

Publicado 10 jul 2021 · zach.prasser

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