Forums/Product news and updates/Release notes

New Ticket, Forums & API features! Oh my!

Jake Holman
posted this on June 01, 2011 21:53

This week it just so happens we've got lots of small, but very very cool, features rolling out, designed especially for you.

1. Suspended Ticket Notifications

Admins can now set up digest emails about tickets that have recently been suspended. 

It's super simple to set up, just go to Settings > Tickets and you'll see a section called "Suspended Ticket Notification"

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From here, you can specify how often the digests should be dispatched. Note that if there are no suspended tickets, we're not going to send you a blank email every 10 minutes ;)

*Also, you will only be notified once, on the creation of a new suspended ticket.

Once you're settled on a frequency, add the email addresses you would like to notify in the text area - separating them out by commas.

2. See your forum subscribers and voters

Agents, with moderator privileges, are now able to see who is subscribed to a forum or a topic. 
Screen_shot_2011-06-01_at_11.53.37_AM.png

As well as being able to see who voted.

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Simply click on the numbers, and you'll be shown a detailed list of who subscribed or voted.

3. Agents can select to tweet a Twicket URL on-demand

Previously, only Admins could make the choice of including a Twicket URL in outgoing Tweets or not - so Agents never had the choice. 

To let your Agents choose whether to include the Twicket URL in outgoing Tweets or not, simply go to Settings > Channels > Twitter and uncheck the following option in the "General settings" tab:

Screen_shot_2011-06-01_at_11.58.35_AM.png

Now, your agents can choose ad-hoc when they want to include the URL:

SUPPORTen.png

4. Admins can now change a public comment to private

So you've made a big mistake and accidentally put something into a public comment which you shouldn't have. But, you don't want to ruin your audit trail by deleting the ticket, right? 

Admins can now change public comments to private, to cover up life's little blunders. 

__Simon_Wistow__Testing_sentiment_-1.png

Note that due to the sensitive nature of this, there's a few restrictions

  1. This is an irreversible process. Once a public comment is made private, it may not be switched back.
  2. The email notifications that went out will remain as such, it's not possible for us to "undo" sent emails. 
  3. Private comments may not be made into Public comments. 

So, use with a little bit of caution.

5. Say hello to Gravatar

Gravatar is a cool little service which hosts your profile image for you. When you upload a profile image, you tie it to your email address. This means that if you give someone like Zendesk an email address, we can ask Gravatar if they hold a profile image for that email address.

If they do, we'll display the profile image Gravatar gave back to us. You and your customers don't need to lift a finger to make this happen. If a profile image was upload through Zendesk, we'll use that rather than Gravatar. 

6. Prettier layouts

We’ve also been working on improving parts of our interface yet again. Most notable is the styling changes to editing profiles. You’ll notice that it’s now more in-line with our other settings pages, and nicely splits out into manageable tabs.

Screen_shot_2011-06-02_at_10.27.28_AM.png

Second, our views have seen a small enhancements to keep them looking nice and modern. 

SUPPORTen___All_unsolved_tickets__112_.png

As well as this, we've improved how <pre> and <code> markup renders in forum topics.

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7. Other New Stuff

  • Profile pictures may now be included in API calls when creating or editing users. Just pass in remote_photo_url with a publicly accessible URL, and Zendesk will suck it in and save it as that users profile image. For example:
    POST /users.xml
    
    <user>
      <email>aljohson@yourcompany.dk</email>
      <name>Al Johnson</name>
      <remote-photo-url>http://www.example.com/photo/me.png </remote-photo-url>
      <roles>4</roles>
      <restriction-id>1</restriction-id>
      <groups type='array'>
        <group>2</group>
        <group>3</group>
      </groups>
    </user>
    
  • Profile pictures may also be set via Remote Authentication. Be sure to pass back remote_photo_url as a URL parameter, and include it in your hash if you do include a URL.
  • Requester names may now be set via the Mail API using {{requester:jake@zendesk.com requester_name:"Jake Holman"}} for example.
  • Closed tickets can now be added to forums, just like open tickets can.
  • Agents can use Zendesk placeholders in all ticket interfaces. This was previously only possible when doing bulk update. With this change, you can insert a placeholder and it will be resolved after the ticket form is saved. Useful for things like responding to a problem ticket and having the requester names replaced in the linked incidents.
  • We've fully documented how we support the "Liquid" API so you can fully customize just about anything you want: https://support.zendesk.com/entries/20134837-using-liquid-markup-to...

We really hope you enjoy all of these awesome updates! We'll keep them coming and look forward to your feedback. 

 

Comments

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Jim Weeks
Project CS Beta Testers

Awesome bunch of new features Jake, thanks very much! One issue: the Create Follow up button on closed ticket appears to be broken, won't do anything when you click it.

June 02, 2011 18:37
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Sara Gould

Notification of suspended tickets is much much appreciated!  People seem to like to reply from multiple email addresses and I always felt bad when I missed something until hours later.

June 02, 2011 19:39
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Carsten Falborg
IKEA

Hi Jake

I am admin at our site, but cant seem to get convert public to private comments to work... Arent you supposed to just go to the comment in question and you should be able to switch?

Br

Carsten

June 03, 2011 00:27
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Carsten Falborg
IKEA

Never mind - Found it... :-)

June 03, 2011 00:31
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Andy Gambles
aguk

So can we also use placeholders in macros?

June 03, 2011 05:08
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Nicholas Van Dusen
transwest

Not sure if this is due to an unintended use of the mail API, but I tried opening a ticket via email with the following settings:

{{requester_name:"John Smith" assignee:exampleagent@company.com}}

I was expecting to see a ticket opened as though John Smith had requested it, and assigned to "Example Agent," but instead, "Example Agent" was renamed to "John Smith!"

Does requester_name ONLY work in conjunction with the requester property?

June 03, 2011 09:44
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Jake Holman
Product Manager

@Nicholas: You need to tell Zendesk who the requester is first, which is done via the email. Otherwise, Zendesk will assume the person submitting the ticket (in your case an agent) is the requester, and therefore will adjust that requesters name accordingly. 

June 03, 2011 09:54
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Nicholas Van Dusen
transwest

@Jake: Thanks for clearing that up. Could it be modified to set the requester to the first matching user, or is it intended only for setting up/renaming users? My use case is this: I do support for a group of companies under one umbrella, but with different names and email domains. It's often difficult to remember which domain a user is under when we're forwarding a ticket to the queue via email, so using just their full name would be a godsend.

June 03, 2011 10:01
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Dylan
digitalvault

Just a small detail worth mentioning.  In this article the suspended ticket notification list says to separate email address by comma, however within Zendesk it requests them to be separated by a space.  I'm going to try a space and see what happens ;)

June 04, 2011 14:31
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Lucas Jans
agencyrevolution

Are there updated docs on Remote Authentication

June 08, 2011 10:27
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Sherman Dickman
Postbox

#3 just saved me a LOT of time, thanks gang!

June 10, 2011 11:22
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Victoria Aviles
broadcastupgrade

I don't see where to make public comments private.  Where do we do that?  I thought it was on the ticket itself, but I can't find the link like the one in the image above....

 

Thanks!

June 10, 2011 14:05
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Jake Holman
Product Manager

@Victoria: You'll need to be an admin, and you can see exactly how it's done right here: https://www.youtube.com/watch?v=VzdaHOmvstc&#at=114

June 10, 2011 14:12
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Ivan
wattpad

I can't seem to get the remote authentication hash to work with the remote_photo_url

June 16, 2011 12:27
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Jake Holman
Product Manager

Hey Ivan, if you submit a ticket to support@zendesk.com with all your details (the script you're using, the URL you're passing back, etc) I'm sure they'll be able to help in no time!

June 16, 2011 12:32
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Rory
simplyhelp

Jake, I'm glad to see that zendesk has enabled suspended ticket notifications. Another feature that I'd love to see is a way to disable the "End user only allowed to update their own tickets" aspect of the suspended tickets rule. This is a big pain for us and has lost us sales because the customer responded but we didn't see the response in time.

 

5 other people mention the same desire in this older thread: https://support.zendesk.com/entries/5606, so it is a pain for many of us. 

 

fyi i found the thread because zendesk links directly to it in my suspended tickets view. there are many complaints on that thread that have been unaddressed for over 2 years. That reflects badly on you guys.

February 08, 2012 19:26
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Jake Holman
Product Manager

@Rory: Thanks! Unfortunately that's not likely going to be something changed in the next 6 months, but that doesn't mean we won't make things a little easier to manage.

But, there's a good explanation behind that suspension reason. Each ticket interaction is generally a 1:1 with the company and your customer, it's a private conversation. Tickets, as do emails, have the concept of collaborators or CCs. Being a collaborator on a ticket means you have full access to the tickets history and can contribute to the ticket in hand.

However, CCs must be added by either an agent or the original requester. If they're not, we have to treat the inbound update as suspicious because we've a) never seen the person making the update and/or b) that person was never originally on the ticket, so might be dangerous to let them go straight through.

We basically try to put a stopper in place for anyone trying to maliciously update and gain access to tickets they wouldn't normally, and then there's the social engineering aspect too. I think you'd perhaps be more annoyed, and certainly lose more sales, if someone were to so easily gain potentially very sensitive information. 

February 08, 2012 19:40
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Rory
simplyhelp

Thank you for the explanation Jake. My request is not to do away with that rule completely, as I'm sure it has value for many of your customers, but to enable us to turn it off. While we get plenty of suspended tickets (~50 a day), the only tickets that have been suspended due to "End user only allowed to update their own tickets" have been legitimate ones.

As with all fraud protection and security measures, there's a balance between minimizing workflow friction and providing bullet-proof protection. In regards to this particular case, we would err on the side of minimizing friction and turn off that rule...if we started seeing abuse, then we would turn it back on.

February 09, 2012 09:22
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Avi Goshen
tangome

We get hundreds of suspended tickets every week, the reason being that we allow anonymous requests to be entered and many people make typos when entering their email addresses (especially when using their mobile devices).  An email confirmation field or prompt would help a lot of these people.  We actually take the time to go through the suspended tickets and fix the simple typos but it's a major time sink.  We're also trying to create some kind of javascript hack to prompt for email confirmation but the way ZD has the form set up makes this difficult.

February 09, 2012 09:40
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Alistair Barnett

Hi there. As I use Zendesk I've been making notes of ways that I think would greatly improve the support that agents provide to customers. There are probably some repeats here, but I would love it if someone from Zendesk can respond to each item. A simple response, such as "we're working on it," "the answer is here," or "great suggestion!" would be fine. Without further ado...

  • Ability to add forum topic name to email subject
  • Any way to have forum topics like tickets? (Pending, unviewed, etc.)
  • Allow customer to EDIT/DELETE own forum comments
  • Allow agent to EDIT/DELETE ticket comments
  • Any way to have default tab be shown when user profile is viewed? (e.g., "Topic comments")
  • It would be great to have an ability for a customer to post a *private* comment to a forum topic. That way, agents can see the information without the customer having to create a ticket.
  • Space after URL in forum comment is included as part of link (causes it to be broken)
  • A better way to insert code and preserve formatting (and for customers to do this too). I read that you made improvements to how <pre> and <code> are rendered in forum topics, but I still have trouble when pasting a mixture of PHP and HTML code. Especially when the original attempt is part of the comment but is hidden in the HTML at the very bottom. Anyone with me on this?
  • What's the most efficient way to handle suspended tickets? Frequently a customer inadvertently responds to the noreply@ email from forum comments. It would be excellent if that would somehow automatically be a comment in the forum topic.
  • When adding a comment to a forum topic, there's currently no way to resize the text area. This makes it very difficult to easily review the entered information (especially when code is there). Any chance you could make it resizable?

Thanks for taking the time to read this lengthy comment (you still with me?). Just happened to come across this topic, so let me know if I should share these types of questions and suggestions somewhere else.

March 16, 2012 19:02
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Steven Yan
Product Manager

Hi Alistair,

Nice list!  Here's some answers:

  • Ability to add forum topic name to email subject

    I'm not clear on what you're asking here -- which email are you referring to?   The forum comment notification emails?
     
  • Any way to have forum topics like tickets? (Pending, unviewed, etc.)

    We're working on it!
  • Allow customer to EDIT/DELETE own forum comments

    Not considering at this time.
     
  • Allow agent to EDIT/DELETE ticket comments

    Not considering at this time, we consider the audit trail to be fixed.  Once a comment is made, you can't edit it.  If you've made a public comment in error and want to mark it as private, you can click on "All Events & Notifications" and click on "Make comment private".
     
  • Any way to have default tab be shown when user profile is viewed? (e.g., "Topic comments")

    You *may* be able to get this to work by rewriting the user profile URLs (using a Javascript widget) to add the appropriate URL for invoking the right tab: http://cl.ly/2l3w0M1x1W2u3i1f3K2L
     
  • It would be great to have an ability for a customer to post a *private* comment to a forum topic. That way, agents can see the information without the customer having to create a ticket.
     
  • Space after URL in forum comment is included as part of link (causes it to be broken)

    Does this happen all the time to you?  Or just sometimes and under what circumstances?
     
  • A better way to insert code and preserve formatting (and for customers to do this too). I read that you made improvements to how <pre> and <code> are rendered in forum topics, but I still have trouble when pasting a mixture of PHP and HTML code. Especially when the original attempt is part of the comment but is hidden in the HTML at the very bottom. Anyone with me on this?

    We're working on this!  We're looking at adding some kind of formatting support to tickets.
     
  • What's the most efficient way to handle suspended tickets? Frequently a customer inadvertently responds to the noreply@ email from forum comments. It would be excellent if that would somehow automatically be a comment in the forum topic.

    This would be handled under your request to make forum topics like tickets.  We would make forum topics like any other channel, where new comments are tracked by a ticket.
     
  • When adding a comment to a forum topic, there's currently no way to resize the text area. This makes it very difficult to easily review the entered information (especially when code is there). Any chance you could make it resizable?

    I agree this is an oversight.  It's not something we've considered but I've noted this as a feature request. 
March 30, 2012 18:43
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Alistair Barnett

Hi Steven,

Thanks for the response! Very much appreciated. My responses are in bold:

  • Ability to add forum topic name to email subject

    I'm not clear on what you're asking here -- which email are you referring to?   The forum comment notification emails? Yes. Before Zendesk we had been using Simple Machines Forum, which had the forum topic name directly in the email subject. It didn't have the forum board, however (so I like how Zendesk does that).
     
  • Any way to have forum topics like tickets? (Pending, unviewed, etc.)

    We're working on it! Sounds great!
  • Allow customer to EDIT/DELETE own forum comments

    Not considering at this time. OK. It's just that sometimes a customer inserts an incorrect URL or [gasp!] includes login info -- not realizing that it can be read by anyone. Other times they may want to remove their URL once the problem is resolved.
     
  • Allow agent to EDIT/DELETE ticket comments

    Not considering at this time, we consider the audit trail to be fixed.  Once a comment is made, you can't edit it.  If you've made a public comment in error and want to mark it as private, you can click on "All Events & Notifications" and click on "Make comment private". True, but what I don't like is when someone replies to the email and the entire past communication gets added (in just one comment). So this makes the ticket much longer (and confusing!) than it needs to be.
     
  • Any way to have default tab be shown when user profile is viewed? (e.g., "Topic comments")

    You *may* be able to get this to work by rewriting the user profile URLs (using a Javascript widget) to add the appropriate URL for invoking the right tab: http://cl.ly/2l3w0M1x1W2u3i1f3K2L Got it. I think I'm going to leave this one alone for now (not a big deal).
     
  • It would be great to have an ability for a customer to post a *private* comment to a forum topic. That way, agents can see the information without the customer having to create a ticket.

    Any thoughts on this one?
     
  • Space after URL in forum comment is included as part of link (causes it to be broken)

    Does this happen all the time to you?  Or just sometimes and under what circumstances? Several customers have entered their site URL with a space after it. Seems to happen all the time and the site does not load when clicked.
     
  • A better way to insert code and preserve formatting (and for customers to do this too). I read that you made improvements to how <pre> and <code> are rendered in forum topics, but I still have trouble when pasting a mixture of PHP and HTML code. Especially when the original attempt is part of the comment but is hidden in the HTML at the very bottom. Anyone with me on this?

    We're working on this!  We're looking at adding some kind of formatting support to tickets. That's great to hear. Looking forward to it!
     
  • What's the most efficient way to handle suspended tickets? Frequently a customer inadvertently responds to the noreply@ email from forum comments. It would be excellent if that would somehow automatically be a comment in the forum topic.

    This would be handled under your request to make forum topics like tickets.  We would make forum topics like any other channel, where new comments are tracked by a ticket. That's going to be a great feature!
     
  • When adding a comment to a forum topic, there's currently no way to resize the text area. This makes it very difficult to easily review the entered information (especially when code is there). Any chance you could make it resizable?

    I agree this is an oversight.  It's not something we've considered but I've noted this as a feature request. OK, thanks. I hope it seriously gets considered -- don't think I'm alone on this one.

Thanks again for the response! I look forward to the future improvements to Zendesk, and will be sure to share my feedback if I think of anything else. Should I be doing that somewhere else?

Alistair

March 30, 2012 20:59
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Steven Yan
Product Manager

Alistair,

Confirmed the space after URL bug.  I'll be getting that fixed.

With respect to this one:

"It would be great to have an ability for a customer to post a *private* comment to a forum topic. That way, agents can see the information without the customer having to create a ticket."

If a customer posts a private comment related to a forum topic, I would think they really do want to create a ticket and have a private conversation.  I think interpolating private responses and public responses on a forum topic would become confusing to the agent.

I think this is perhaps more of a user experience issue -- instead of the user having to leave the forum topic to create a ticket, there's a shortcut: "File ticket about this forum topic".  What do you think?

March 31, 2012 09:40
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Alistair Barnett

Steven,

Great! Thanks for getting that bug fixed.

OK, I understand what you're saying. Is it possible to automatically include a URL to the forum topic in the new ticket? That would be excellent.

Alistair

April 02, 2012 08:01
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Steven Yan
Product Manager

Hi Alistair, yes, if we had a one-click action to file a ticket about a forum topic, we could include the URL in the new forum topic.  We don't offer anything like this today, but with some simple Javascript you could probably create a button to put on your forum that would pre-populate the ticket form with the forum topic URL.

April 02, 2012 09:07
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Alistair Barnett

Steven,

Thanks for that info. I'm OK with waiting until you've added the "forum topic as a ticket" feature.

Another thing that I didn't mention is when URLs get abbreviated with "..." in the forum. This makes it very difficult for a customer to copy and paste code, as the original URL doesn't remain intact. Here's an example:

<script src="http://www.gmodules.com/ig/ifr?url=http://www.google.com/ig/modules...YourChannelName
&amp;synd=open&amp;w=320&amp;h=390&amp;title=&amp;border=%23ffffff%7C3px%2C1px+solid+%23999999&amp;output=js"></script>

Is there something that can be done about this? If you don't want to have all long URLs show in their entirety, maybe you could have it so the full URL shows when using the <pre> or <code> blocks.

Any advice on this would be great!

Alistair

April 03, 2012 08:35
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Andrea Saez

Hi guys,

I can't see the "make comment private" in a ticket. 

October 15, 2012 11:59
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Jake Holman
Product Manager

@andrea: Apologies, you're likely using our newer interface. That particular feature isn't there just yet, but will be on the way soon.

October 15, 2012 12:38
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Andrea Saez

@Jake - i'm using the old one. I requested a change as Lotus is a little too confusing and lacks some of the features the classic view does

October 15, 2012 12:59
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Jake Holman
Product Manager

@Andrea: Ah, in that case, there's a few things to make sure of:

  1. You must be an admin to even see the link
  2. You need to click "All events & notifications" in the upper right corner of the comments area
  3. It's not going to appear if the comment is already private
  4. It's not going to appear if the comment was made by an end-user
Hope that helps.
October 15, 2012 13:15
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Alistair Barnett

@Jake: I see an "Internal note" option in the new Zendesk, which I thought was the reworded private comment. Is this not correct?

Also, I noticed the internal note appears in the email thread in the notification email. Is there something set where the customer doesn't see that when the email is sent to them?

Finally, this isn't quite related, but in the new Zendesk I noticed the "This ticket has been updated since being viewed..." (can't remember exact wording) doesn't appear to happen anymore. Recently I responded to a ticket but didn't get a notice or see the latest comment from the customer, which was added prior to my submission.


Sorry if these questions are off-topic. Let me know which forum to mention these things if they don't belong here. Thanks.

October 17, 2012 08:15
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Jake Holman
Product Manager

@Alistair: There's a forum for all the new Zendesk feedback over at https://support.zendesk.com/forums/21222852-switching-to-the-new-zendesk 

But to answer your questions:

> which I thought was the reworded private comment

That's right. Public Reply = Public Comment, Internal Note = Private Comment.

> Is there something set where the customer doesn't see that when the email is sent to them?

Internal Notes are never shown to end-users. This is unless you've amended your notifications in such a way that it forces Zendesk to show private comments. This is challenging to do, but if you feel you're seeing that issue, please do contact support@zendesk.com

> "This ticket has been updated since being viewed..."

We've had a lot of feedback about this. We're working on a better solution for not only showing you that a ticket you're editing is now out of date, but also auto-loading the new information into the interface for you.

October 17, 2012 08:41
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Alistair Barnett

Thanks very much, Jake. I've posted in that new Zendesk forum before, so I'll be sure to do that from now on.

> which I thought was the reworded private comment

I wanted to confirm since you said this in an earlier comment: "That particular feature isn't there just yet, but will be on the way soon."

> Is there something set where the customer doesn't see that when the email is sent to them?

Thanks for the explanation. I know we haven't amended our notifications so I guess there's nothing we need to do.

> "This ticket has been updated since being viewed..."

Excellent! Your auto-loading note is something I think I suggested in the new Zendesk forum as well. :^)

October 19, 2012 06:54
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Erik Aronesty
exa

Can you make it so we can ONLY get notifications when the "unauthorized user" rule is triggered?   The other rules are fine, and this notification isn't useful if it just forwards spam and bounces.

February 01, 2013 13:39
Topic is closed for comments