Nikki Mier

bump on this!  absolutely need to be able to end sessions via a trigger instead of only manual function by agent - AND - ideally the user can also end the session on their side too.  Good to know this is getting traction and hopefully will have a solution soon

Hi everyone - hoping this gets some traction as a ZD update

The question I raised to ZD Support: Is it possible to create a trigger to end messaging session when ticket is assigned / pending / solved?

Reason: Currently - our agents are trained to end the session on messaging - however there are many instances where they unfortunately forget. In the event the agent is not working, and the user reopens the chat - the dialogue is in their open tickets and not routed to a live agent.  Ideally - would be great to have  a trigger that any time they assign the ticket to someone else, send an email instead of message, or solve the ticket - that the messaging session is ended. This way - if they mistakenly do not “end session” it happens automatically. 

ZD Response: currently not possible. You can only use end session feature as a condition and not an action in our business rules.

If anyone has a work around - please comment below!

Thank you

-Nikki

upvoting this! super disappointing that we cannot send a time based message with messenger, such as the Chat Rescuer trigger which is very helpful.  Please implement that with messenger.  Thank you!

Agreed on the seeing only good / bad when there are 5 results that customizable responses.  Plus - why are the bad ones at the top?  Thats rather frustrating.

Voting this up again as it needs a lot of attention!

super unhappy that agents can no longer see the comments in a quick glance.  Having to take extra steps just to see such a simple detail will slow them down and they likely will just stop looking and lose the motivation of the positive feedback and ignore then areas for improvement.  ZD team - please fix this!

Hi everyone.

Goodness - this should be an easy one, right?  We have our logo in the email signature, but i'd love to also add the logo at the top of the ticket, possibly in the header area.  Ironically - the emails I receive from Zendesk support have a logo at the top! 

Hi Gab,

I would absolutely appreciate the opportunity to also discuss this topic with you, as my inquiry is very similar. Please reach out!

Thank you

Hi ZD community!

Our website automatically creates tickets in our system when guest complete a function on their check in form.

Currently - the new ticket is created with the content as a public comment.

Is there any way a trigger / automation can be made for the system to recognize when these tickets come in (which can be done by unique identifiers I already have in place) and then do the "Make this comment an internal note" action that lives under the "Events" drop down?

This way - when our agent replies - they will not see this original system generated content.

Thank you!

:)

Hi ZD community!

I would like to create an automation / trigger to send a public reply when a new ticket is first received.

Reason being, we are a vacation company are are about to have a product launch for the 2026 season - and each new booking will create a new ticket which reservations will have to review and reply to.

I know that when this release happens we will have a BIG wave of new tickets and it will take reservations 2-3 weeks complete the follow up.

I would like for the system to automatically send a reply a few hours after receiving acknowledging the new order, and informing the sender of the expected delay.

I would like for this to appear as a public reply and not as the standard notification sent after a new ticket is received.

thank you!

Hi ZenDesk team - is there any update on populating the Due Date field being possible on a trigger or automation?

Thanks!