zendesk task ticket type

I'm happy to recieve any tips from anyone that has found a way to also set a time for the follow up in Zendesk.

Access control over who can create ad-hoc tasks, add/create task lists or delete tasks. The only thing I feel is missing is that although we can set a date for the follow up, the time is not able to be set (this is statically set to 11:00). In your agent interface, go to your gear icon, scroll to Hi Zendesk. As a work around, a custom dropdown field with more values for "type" can be used to achieve workflow. How you weigh the priority of your tickets is up to you.Tags are enabled by default but can be disabled. If needed, the ticket requester can be changed to someone else. I'm sure others will find it helpful.

This option would allow for agents to forgo the use of the native Type field and solely use the custom "type" field. You definitely have the option to create your own custom drop-down field that better suits your workflow, though. Automatically add task lists (& sub-tickets) to tickets based on ticket conditions. When you select Task, you also set the Task Due Date. See You can deactivate and reactivate some (but not all) of the system fields and add and manage custom fields on tickets. I checked the Product Feedback area and didn't see any other posts with this suggestion, so I'd encourage you to Just wanted to know if different ticket forms for end users can be created for different organizations? @Nate not unless you have a trigger set up to do so.

Use the ticket import endpoint to migrate the ticket data. You can find it here: For new tickets, does the status automatically change from new to pending once an agent sends a reply email to the end-user/customer?

All of the other data in a ticket is set by you or behind the scenes using the business rules.The standard fields that agents see in a ticket are referred to as If a ticket is created by an agent and the requester field is left empty, then the agent will be the requester of the ticket. To do so, Priority is not a required field, so you do not always need to select a value.

For example, if I update the title of a field option, will all previous tickets be updated with that new value, or will they be removed, or something else? Sorry if that's a bummer! we were missing some way of reminding our support team when to follow up on tickets on a set date.
Typically, when end users submit support requests, they provide the subject and description of their question or support issue. The following example task defines a task named "create_ticket" of type CREATE_SUPPORT_TICKET, which tells Sunshine Workflows what fields to expect. So updating the field is fine as the ID remains the same. I am pretty sure that Insights will now show two separate fields even though there is only one in Zendesk - Is that correct?Hey @Colin, thanks for reaching out! See You can also create a ticket on someone else's behalf. In addition to standard fields, the endpoint lets you set solved_at, updated_at, and created_at dates on imported tickets. The due date is defined as 12pm in the account's local timezone on the date specified. Is there any way to take certain information from ticket fields and display it in the body of the ticket form so it can be easily read? For pre-existing projects we've been migrating (much more slowly than I would have liked) to using the custom field IDs as well. These conditions are used:

:-)You're right. Once you've set a priority on a ticket, you can change it to any other priority, but you can't change it back to "-". I have a type of form with just a series of check boxes and drop downs as I need very specific information from the end customer. For more information about this additional data, see How can I have a clickable URL in a field description?It seems like the [Type] field should have an option for "Communication", "Information", or "Updates". View logs of who created, completed and deleted all tasks on each ticket.


However, this did not feel very good since we could only sort of mark the ticket for a follow up after a predefined number of days. This is working great for us being the small time support team that we are.

I hunted around the Community for some related posts but came up empty handed. See Working with problem and incident tickets.

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