Q&A - Tickets and email

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

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      Set assignee and group based upon end user country
      Respondido
      Several of our support agents work across more than one group, for example an agent in Netherlands may also support a cu...

      Publicado 05 de jul. de 2021 · James Beniston

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      Not Receiving Replies on Support tickets
      Respondido
      Two of my agents have been sending responses to customers who have been sending in tickets, and the customers have been ...

      Publicado 28 de jun. de 2021 · Winter Belmont

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      Bulk Support Emails function?
      Respondido
      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 de jul. de 2021 · Taimoor Khan

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      Changing Ticket Forms Automatically based on Keywords in incoming E-mail.
      Respondido
      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 de jul. de 2021 · Fakhri - [FSG] Customer Care

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      Support desk as a 3rd party
      Respondido
      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 de jul. de 2021 · James Burt

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

      Publicado 05 de jul. de 2021 · Vladimir P

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      Show support ticket without sign in with login form
      Respondido
      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 de jun. de 2021 · William POITEVIN

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      CSAT in you zendesk tickets (instead of after closed)
      Respondido
      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 de jun. de 2021 · Danja Overgaag

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      Open text fields as ticket fields/categories
      Respondido
      Hey guys So I want to solve the following issue: Our agents categorize all tickets. For some tickets we would need furth...

      Publicado 28 de jun. de 2021 · Julia Zuber

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      Adding A Second Support Email For A Canadian Group/Team
      Respondido
      Hello! I have Organizations created for a US team and a Canadian team of agents (

      Publicado 10 de jul. de 2021 · zach.prasser

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