General questions and issues about tickets
General questions about tickets. Content that helps solve issues regarding tickets such as events, timestamps, tags, ticket errors, public and internal notes, ticket submission, play mode, ticket types, side conversations and ticket workflows.
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How can I search for tickets with empty ticket type values?
Question Is there a way to search for tickets to see whether they have a ticket type set up? Answer You can search fo... -
How do I set an external ID of a Zendesk Support ticket?
Question How do I set an external ID of a Zendesk Support ticket? Answer A Support ticket's external_id attribute is... -
Workflow: Closing a large number of tickets
Use an automation or the API to close tickets in bulk. Closing tickets lets them archive and removes them from your v... -
Why can't I set my ticket to solved?
Question Why am I unable to set my ticket to solved? Answer You can't solve a ticket unless the ticket has an assign... -
Can I receive desktop or browser notifications when tickets are created or updated?
Question Can I receive desktop or browser notifications when tickets are created or updated? Answer Notifications var... -
Why is the response from agents not included in the comment update?
Question When I respond to a ticket with a public comment, the email that the customer receives doesn't include my re... -
What happens to the tickets of a deleted user?
Question What happens to tickets after a user is deleted? Answer The sections below outline how a user's deletion aff... -
Can I un-merge tickets?
Question Is it possible to un-merge tickets? Answer No, it is not possible to un-merge tickets. The ticket that is me... -
Why were tickets randomly reassigned back to the group?
Question A number of tickets were systematically routed from one agent back to the group. There aren't any triggers o... -
Why are there ticket IDs missing?
Question I noticed that the ticket IDs aren't perfectly sequential, some of them are missing. How might this happen? ... -
Workflow: How to automatically route tickets from a specific customer to a specific agent
In this workflow, you'll learn how to use tags and triggers to automatically route tickets from specific end users to... -
If an agent leaves a ticket in open status, does this affect the first reply time?
Question If an agent leaves a ticket in open status, does this affect the first reply time? Answer No, the first repl... -
How can I bulk delete closed tickets?
Question I have a large number of closed tickets that I want to delete. How can I bulk delete closed tickets? Answer ... -
How can I view tickets I follow?
Question How can I view the tickets that I am following? Answer You can use different options to find out which ticke... -
Can Zendesk Support equally distribute tickets amongst agents or groups?
Question Is there an option to equally assign incoming tickets to agents automatically? Answer Turn on and configure ... -
How can I organize my tickets?
Question How can I sort my tickets in Zendesk? Answer You can create a view to organize your tickets. To learn more a... -
Troubleshooting ticket submission issues in Zendesk Support
If you can’t submit a ticket update in Zendesk Support, follow these steps to troubleshoot the issue. Open Zendesk ... -
Why is the customer's reply not changing the ticket status to open?
Question Why didn't my ticket reopen with a comment from the end user? Answer When an end user comments on a pending,... -
Why don't timestamps in the agent interface always match the UTC timestamp?
Question How do timestamps on tickets work with Daylight Savings Time? Answer Zendesk stores all of its data in UTC. ... -
Why do I receive tickets with "No content" in the subject or description?
Question Why are we getting tickets with [No content] in the subject or description? Answer These tickets are most li... -
Can customers see private notes?
Question I added a new ticket and sent the customer an email as a public comment, but they replied with an internal n... -
How can I retrieve the group ID in Support?
Question How can I see the group ID within Zendesk Support? Answer There are two methods to retrieve the group ID i... -
Why are end-user comments showing up as internal notes?
Question When the client replied to an update, their reply became an internal note. Why is that? Answer If the user ... -
How to troubleshoot issues with tickets
Question How can I fix general issues with my tickets at Zendesk? Answer Tickets keep track of the conversations betw... -
Can I stop a ticket from closing after 28 days?
Question Is it possible to prevent a ticket from closing after 28 days in a solved status? Answer No, it is not possi... -
Ticket not saved: A change was made to this ticket as your update was being saved
Issue symptoms When updating a ticket, the following error message appears:Ticket #____ not saved. A change was made ... -
How do Support tags and Chat tags interact?
Question How do Zendesk Support tags and Zendesk Chat tags interact? Answer There are two versions of ticket creation... -
Workflow: How to unassign a reopened ticket
When a solved ticket reopens, you may want to unassign that ticket for another agent. Use a trigger to automatically ... -
Can I bulk create tickets to email my users?
Question Is it possible to create bulk tickets to send out to my customers? Answer No, there is no native way to bulk... -
Can I view the IP address and other detailed user information from within a ticket?
Question Is it possible to view user information on a ticket, such as their IP address or the device the ticket was s...