Ticket Settings

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2. Handbook
3. Support Team Handbook
4. Support Operations Team
5. Support Operations Documentation
6. Ticket Settings

On this page

• Overview
• Ticket Settings

Overview

Tickets are the core part of what we use Zendesk for.

Ticket Settings

• Comments
  • Formatting options for agents: Markdown
  • Enable emoji text replacement
  • Agent comments via web are public by default
  • Agent comments via email are public by default
• Attachments
  • Customers can attach files
  • Require authentication to download
• Tags
  • Enable tags on tickets
• CCs
  • Enable CCs on tickets
  • Only agents can add CCs
  • CC blacklist: noreply@google.com
  • CC email subject: [{{ticket.account}}] Update: {{ticket.title}}
  • CC email text:

    You are registered as a CC on this support request ({{ticket.url}}). Reply to this email to add a comment to the request.

    {{ticket.comments_formatted}}

• Assignment
  • Auto-assign tickets upon solve
  • Allow re-assignment back to the general group
• Suspended Ticket Notifications
  • How often you want to receive email about new suspended tickets. Never
• Ticket IDs: 161869
• Side conversations
  • Enable Slack