In support, ticket numbers come at you all day: in an escalation, a Slack thread, a spreadsheet of refunds, an engineer's question. Each one means switching to Zendesk, finding the search, typing the number and picking the right result. A Wyrd keyword turns that into one line in the address bar.
Short answer. Save https://yourcompany.zendesk.com/agent/tickets/%s under the keyword zd. Then type > zd 29101 and press Enter. Or select a ticket number on any page, right-click it and choose Wyrd search.
See it work
Two ways in: type the number, or right-click it where you found it. Try both.
Typed in Chrome's address bar: >, a space, the keyword zd and the ticket number. Press Enter.
The number is selected in the escalations channel, open in Chrome. Right-click, then pick the search.
#29101 · Can't export invoices
Set it up
Two minutes, once. Keywords and right-click search work from the moment Wyrd is installed: nothing to switch on, no account.
- Add Wyrd from the Chrome Web Store.
- Find your Zendesk address: it is the start of any ticket's address, before
/agent/, usuallyyourcompany.zendesk.com. Type it below (or justyourcompany), or paste a whole ticket's address, and the addresses on this page change to yours.That does not look like a web address yet. It should look like yourcompany.zendesk.com.
Your keyword's address:
https://yourcompany.zendesk.com/agent/tickets/%sAdd to WyrdNew in 1.2Add to Wyrd does steps 2 and 3 for you: Wyrd's Add box opens with the keyword and your address filled in. Check them and press Add; nothing is saved until you do.
- On any page, click Wyrd's icon in the toolbar. Paste the address into Address, type
zdin Keyword and click Save. - In the address bar, type
>, press Space, thenzdand one of your own ticket numbers, and press Enter.
The words after the keyword take the place of %s. Typed on its own, > zd opens your Zendesk.
Right-click a number where you read it
In a chat, an email, a report or a spreadsheet open in Chrome, select the number (just 29101, without the #), right-click, choose Wyrd search: "29101" and then zd. The ticket opens in a new tab next to the one you are reading.
- The menu lists your three most-used search keywords, so
zdjoins it once you use it more than the others. - To keep your Zendesk searches there from day one, under names like Zendesk ticket and Zendesk user: open Wyrd's Features page (Settings → Features), switch on Your right-click searches and pick them, up to 12. It needs no permission.
- It works on web pages in Chrome, such as Slack or Gmail in a tab. Desktop apps outside Chrome have their own menus, and Chrome shows no extension menus on its own pages.
More Zendesk keywords
| Keyword | Address | You type | Opens |
|---|---|---|---|
zd | https://yourcompany.zendesk.com/agent/tickets/%s Add | > zd 29101 | A ticket by its number |
zduser | https://yourcompany.zendesk.com/agent/users/%s Add | > zduser 3810294 | A user's profile by its ID |
zdorg | https://yourcompany.zendesk.com/agent/organizations/%s Add | > zdorg 51702 | An organisation by its ID |
queue | Your view's address | > queue | A view you live in, such as your group's unassigned tickets: open it in Zendesk, click Wyrd's icon and save it as it is |
Searching Zendesk by words? Run a search in Zendesk and look at the address of the results: if your words are in it, swap them for %s and save that, as in search any website. A keyword is yours to name: if your team says "ticket", call it ticket.
Shared links for the whole support team
A support team runs on links: the macros guide, the refund policy, the status page, the escalation form, the order look-up. New agents spend their first weeks asking where each one lives. Keep them in one shared list instead, and everyone types the same words:
| Keyword | Opens |
|---|---|
support/zd | A ticket by number, as above |
support/refunds | The refund policy agents quote |
support/escalate | The escalation form for tier 2 and engineering |
support/status | The status page, during an incident |
support/order | An order in your shop's admin, by its number |
support/macros | The guide to the team's macros and saved replies |
One person keeps the list in a Google Sheet; each agent subscribes once in Wyrd, and a new agent has every link on day one. When a page moves, one row changes and everyone's keyword follows. Agents' own keywords always win over the list's, so nobody loses theirs. Free for teams of up to 30 people; larger teams, see pricing.
How: share links with your team, or start from the small team template.
If it does not work
- Zendesk's home page opens instead of the ticket. The address is missing
%s. Copy it again from step 2. - Zendesk asks you to sign in. Sign in to Zendesk once in Chrome, then try again. Wyrd only opens the address; it cannot see past the sign-in.
- The ticket is not found. Check that the number came without the
#or a full stop: select only the digits before right-clicking. - Google searches for "zd 29101". The
>and the space were missing, or Wyrd is switched off inchrome://extensions. - The right-click menu has no
zd. It is not among your three most-used searches yet: switch on Your right-click searches (above). - "This site can't be reached" or "Server Not Found" at wyrd.internal. That address only works inside Wyrd: Wyrd is not installed in this browser, or needs an update. Add it from the Chrome Web Store, then try again.
Next steps
- Guides for Jira, Salesforce, HubSpot and Shopify: with the tools you use.
- Give the team its list: share links with your team.
- Every command and what it needs: the cheat sheet.
Zendesk is a trademark of Zendesk, Inc. Wyrd is an independent extension, not made by or affiliated with Zendesk. Wyrd reads nothing from Zendesk: it only opens the address you saved.
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