Ticket Settings

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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 followers
  • Follower email subject: {{ticket.title}}
  • Follower email template

    You are a follower on this request ({{ticket.id}}). {{ticket.follower_reply_type_message}}

    {{ticket.comments_formatted}}

• Requester
  • Agents can change requester
• 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: 627