Forums/Product news and updates/Release notes

Enhancement to Shared Organizations and Fixed Stuff

Jake Holman
posted this on May 10, 2012 14:03

New Stuff

  • A big update to Organizations this week. If you allow your Organization shared access to tickets (find out more) then those end-users part of that Organization now have the ability to "Subscribe" to the Organization, which means they'll get an email sent to them whenever a ticket is created or updated under that Organization. 

    Screen_Shot_2012-05-10_at_11.17.15_AM.png

    You don't need to turn anything on for this ability. If the organization is "Shared" then end-users simply need to navigate to the Customer Portal, click on their Organization tab and click "Subscribe".

Fixed Stuff

  • Fixed an issue with default groups where, if the assignee was now deleted, Zendesk would throw an exception.
 

Comments

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Kevin Hill
Crain

I tested this by creating a test end user in a shared organization. I subscribed to the Open Requests as you instruct above, which seemed to be successful.

Then I logged in as an admin and created a new ticket on behalf of a different user in that shared organization. I didn't receive any email notifications in my test user's email inbox. When I click on the link to the notification preview from the "events and notifications" tab on the ticket, I get an error: "Request unsuccessful: error"

May 10, 2012 15:48
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Neil Lillemark
electriccloud

Yes, I'm seeing the exact same mis-behaviour.

May 10, 2012 16:01
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Jamie Miller
engineyard

I am seeing this as well. 

May 10, 2012 16:23
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Jamie Miller
engineyard

Also, could you make it so the requestor also receives the email when they create a new ticket as well if they are subscribed? We have a lot of organizations that use aliases to open tickets.

May 10, 2012 16:25
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Jake Holman
Product Manager

Thanks all, we'll see what's going on here. I can confirm the subscriptions themselves are getting saved, but it looks like the notifications are not generating.

I'll let everyone know when we've resolved that.

May 10, 2012 16:25
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Jake Holman
Product Manager

Hey all. We've now fixed the issue with the subscription email not being sent out, so if anyone is subscribed to an organization they'll get emails about activity - this applies from here on, we were unable to retrospectively send any notifications we missed. 

We're still working on the problem of the notification not being visible in the audit trail of the ticket though.

@Jamie: You're asking if the requester could also get emailed when they create the ticket, right? If that's the case, you could easily do this through a trigger.

May 10, 2012 17:51
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Kevin Hill
Crain

Thanks Jake -- confirmed that this is now working as described. This should be useful for us.

May 11, 2012 06:54
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Gary Lavin

@Jake We have a client that has a distribution list they want copied on all new tickets. This new feature seems like it would work for that. We never get emails from this new address so how can we go about setting up that user? Seems like an option to add an email address that always gets copied to an Organization would be best.

May 11, 2012 08:02
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Jake Holman
Product Manager

@Gary you could manually create a fake user with that email - manually verify it - and add that user to the Organization. Assume that user and subscribe them. So long as you have permission from them to subscribe them to, what is effectively, a mailing list that should be fine.

May 11, 2012 08:06
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Gary Lavin

@Jake, So I have the organization as shared, user created, I Assume the user but get lost at this point.

 

navigate to the Customer Portal, click on their Organization tab and click "Subscribe"

Once I assume I am at tabs for Home/Forum/Submit a request etc.

Help!

May 11, 2012 08:44
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Jake Holman
Product Manager

@All - We've now resolved all the reported issues of (a) the subscription email not going out and (b) not being able to click on the event ID in the audit trail.

@Gary - I'll create a ticket for you instead :)

May 11, 2012 12:04
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Mike Bergeron

We have a user in an organization with sharing disabled. This user has access to tickets in their own organization. The subscribe button is there for them, but after clicking it, no emails were sent when new tickets were created by other users in that org. It worked after changing the organization to be shared, but we don't want to have everyone be able to access all tickets. 

Thanks for the help!

May 15, 2012 07:53
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Nick

That subscribe to organization is a sweet feature!

May 17, 2012 12:33
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Brian Nowell

It doesn't seem to work for me.  We have an organization that is set to not allow all users to see all tickets in the organization.  Then, we have one user in each organization that can see all tickets in his organization.  When that user clicks "subscribe", it gives the successful subscription message and the "subscribe" link changes to "unsubscribe", but no emails are sent out on updates.  Upon reloading the page, the "subscribe" link is back.  Clicking on the "unsubscribe" link immediately after clicking "subscribe" generates an error that says "General error during subscription/unsubscription"

Please help!  This is important for making our ZenDesk work for our clients.  If the organization managers aren't notified of new requests by their employees, that's a big big problem for us.

July 25, 2012 12:25
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Deepa Talwar
Uber

@Jake, can you elaborate on what this fix does please (e.g. what is an exception)?: Fixed an issue with default groups where, if the assignee was now deleted, Zendesk would throw an exception.

July 26, 2012 10:46
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Jake Holman
Product Manager

@Mike, Brian: It would seem that the subscribe link is being shown in error. Subscribing to an organization should only be possible if the organization is completely shared between all. It's unfortunately not extended to individuals that have access to the entire organization. 

@Deepa: Unfortunately my memory doesn't go too far beyond 2 days ago, but I believe that was to do with what we call "Integrity". This is something that's run against a ticket on save to ensure nothing has been corrupted, and that some default behavior is enforced. One of those is that if the assignee no longer exists, the ticket can't be updated and we throw an error on save. However, the error never bubbled so a green screen was shown instead. 

July 26, 2012 12:43
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