Gail Leinweber

Hi Jimmy,

A text field won't do what you're describing (text fields don't convert their values to tags), but if you only have a set number of tags that want for tickets and do want one one of them to be present on every ticket then a drop-down field might work for you. Drop-down field values all have tags associated with them, so you could make the drop-down field required to solve the ticket and then look for the tags associated with the field values.

If you start typing the name of the value you're looking for in a drop-down field, that does do a search of the values available so that would also help with auto-filling, but it won't allow for new values to be added in the field without an admin actually updating the field options.

Hi Valentina,

Yes, I can give you some examples. First double-check that you have the contact form for the web widget enabled in your Support settings. The contact form is what displays to your users when no one is available for chat with this setting on.

By using the widget contact form to create tickets when no one available for chat you can also have a trigger that only fires on chat tickets, because the tickets created for chat transcripts are identified as coming in via the Chat ticket channel, but the tickets sent in via the contact form are coming from the Web Widget ticket channel.

For the trigger that is running on the chat tickets you'll want to look for an update that includes the tag zopim_chat_ended, which is automatically added to the support ticket after the customer leaves the chat. That way the chat transcript will be sent to the customer when the transcript is added to the ticket (make sure the ticket creation option you set up in chat sets the transcript as public for this work), but the trigger will also automatically solve the ticket so your team doesn't have to take any action themselves. 

Hi Valentina,

For the transcripts to be sent automatically to the customers you would need to use automatic ticket creation option that does create tickets in support. Transcripts can be manually sent the customer from the chat interface, but it wouldn't be automated.

If the issue is that you don't want agents to have to solve chat tickets that are sent over to support, you could build a business rule that tickets create via the chat channel are automatically closed. That would allow you have the transcripts sent automatically without having the chat tickets in your agent's queues. 

Hi Aimee,

That isn't something that's currently an option, but it we'd love to hear some more details about the use case and impact that a change like this would make for your team as part of the feature request.

HI Abed,

That post you linked to was archived after product reviewed it, there are not currently changes on the roadmap related to this feature.

Your best option for having your team see those tickets in one place is going to be have them check their profile to view the list of CC'd tickets, or they could build workflows involving tags and business rules if they want to pull them into a different view. We have examples of both those options here. 

Hi Craig,

The first thing you should check is what your default reply address in Admin> Channels> Email is, that gets set to Zendesk generated account address by default when the account is created, but it can be updated to make one of your connected addresses the default instead (assuming that you've set up the DNS records for the emails to allow Zendesk to send for them). Just hover over the email addresses to see if it's the default or if you have the option "make default". 

There is an app that you can use to set different default reply addresses for different groups, so you can get closer to what you want overall by using the Select An Address app to make sales and tech support groups have different default reply addresses. We have more on configuring that app in Installing and using the Select an Address app.

The limitation here is going to be that the app only controls the replies sent after the ticket is created (the app needs the ticket to already exist before it updates information). The first auto-reply when the ticket is created is always going to come from your default reply address, but this would let you control which address all agent responses and other ticket notifications came from. It would also let your team manually update a reply address if something had either been sent in on the wrong form or needed to be redirected to another team.

I hope that helps!

Hi Jack,

Yes, it's expected that if the ticket has been solved it won't show up on the auto-suggestions for possible merges. Since this is a common issue for you might be best off getting better visibility about the other tickets before the first ticket is solved. You can use an app like Ticket History to pull recent ticket activity and see if there open tickets that look related when working on a ticket, to hopefully get the merge taken care of sooner rather than later. 

Hi Matthew,

This is a case where you'd want the decision tree to only offer that program as an option if the customer is eligible, there's not a way to have the text prompt the agent in the way you describe.

You might want to have agents work off a macro that has notes on the eligibility to call this out to them (like a checklist on a internal note), or have an internal knowledge base article that highlights the eligibility restrictions as an alternative.

Hi RoseAnn,

My first guess if you're seeing that cause of suspension when the emails are being sent from different people is that there's an issue with the email headers as they are passed through a third party software, in this case it sounds like Netsuite.

If Netsuite's software is inserting something into the emails metadata that labels them as automated, our options from the Zendesk side are unfortunately a little limited. You can double-check what is displaying in the email headers by downloading the original email, I'm including a link with more of a guide here if you haven't worked with email headers before: https://mxtoolbox.com/Public/Content/EmailHeaders/

In order for the tickets to come in unsuspended in Zendesk, the headers on the emails cannot contain any flags for automated emails. It might be possible to redirect the emails by having them forward through a end-user email address, but I know that's not an ideal solution. I would recommend reaching out to the Netsuite team to see if they could adjust the data formatting on their outgoing emails.