Help with Support & Ticketing - Frequently asked questions
Frequently asked questions
Why am I seeing old macro suggestions in Zendesk?
Old macro suggestions might appear due to outdated settings or cached data. To resolve this, ensure your macros are updated and clear your browser cache. If the issue persists, consider reviewing your macro settings to ensure they align with your…
How do I reassign reopened tickets to online agents in Zendesk?
To reassign reopened tickets to agents who are online, you can use triggers or automations. Set conditions to check agent availability and reassign tickets accordingly. This ensures that tickets are handled promptly by available team members. For…
Why aren't welcome emails sending when I create new customers in Zendesk?
If welcome emails aren't sending, it could be due to incorrect email settings or issues with your email provider. Verify that your email settings are configured correctly and that there are no restrictions from your email provider. Additionally,…
Will deleting users in Zendesk decrease my storage usage?
Deleting users in Zendesk does not directly decrease storage usage, as user data is not the primary factor in storage consumption. Storage is more affected by ticket data, attachments, and other content. Consider managing these elements to…
How can I prevent omnichannel routing from routing chat and messaging tickets in Zendesk?
To prevent omnichannel routing from handling chat and messaging tickets, adjust your routing rules and settings. You can specify which channels are included in routing to ensure only desired ticket types are automatically assigned. This…
Why are my tickets automatically routed to a specific agent in Zendesk?
Tickets may be automatically routed to a specific agent due to existing routing rules or triggers. Review your settings to identify any conditions that might be directing tickets to that agent. Adjust these settings to ensure tickets are…
How can I use macros to add tags on a ticket in Zendesk?
You can use macros in Zendesk to add tags to tickets by creating or editing a macro to include the 'Add tags' action. This allows you to efficiently categorize and manage tickets based on specific criteria, improving your workflow and…
Why do I receive a missing attachment notification when submitting a ticket response in Zendesk?
A missing attachment notification may occur if the attachment was not properly uploaded or if there are restrictions on file types or sizes. Ensure that your attachments meet Zendesk's requirements and try re-uploading them. If the issue persists,…
Can I automatically CC all users in an organization in Zendesk?
Automatically CCing all users in an organization is not directly supported in Zendesk. However, you can manually add users to the CC field or use triggers to add specific users based on conditions. This allows you to keep relevant parties informed…
How can I migrate information from another platform into Zendesk?
Migrating information into Zendesk can be done using data import tools or APIs. Prepare your data in a compatible format and use Zendesk's import features to transfer it. This process helps you seamlessly transition to Zendesk while retaining…
Why do I no longer have access to data exports in Zendesk?
Losing access to data exports in Zendesk could be due to changes in your account permissions or subscription plan. Verify your account settings and ensure you have the necessary permissions to perform exports. Contact Zendesk support if you need…
What are my ticket export options in Zendesk?
Zendesk offers several ticket export options, including CSV and JSON formats. Choose the format that best suits your needs and use the export feature to download your ticket data. This allows you to analyze and manage your support data outside of…
Why are SLAs still breached after changing the priority in Zendesk?
SLAs may still be breached after changing ticket priority if the SLA policies are not updated accordingly. Review your SLA settings to ensure they reflect the new priorities and adjust them as needed. This helps maintain compliance with your…
How can I use the DD-MM-YY format for a date custom field using Liquid markup in Zendesk?
To use the DD-MM-YY format for a date custom field in Zendesk, apply Liquid markup to format the date. This allows you to display dates in your preferred format, enhancing the readability and consistency of your ticket…
Why are most emails marked as spam in Zendesk?
Emails may be marked as spam in Zendesk due to strict spam filters or incorrect email settings. Review your spam filter settings and adjust them to reduce false positives. Additionally, ensure your email domain is properly authenticated to prevent…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
