Amanda Quarman

Hi, 

I'm very excited about this new feature but under Help Center settings, there is no category 'Search Settings' where I can configure the Federated Search. 

Is anyone else not seeing this option in their Help Center settings? 

Thanks, Amanda

We've been able to find a solution in our instance of Zendesk which I'd like to share with you.

In the trigger "Notify Requester of Comment Update" - add the following liquid code, as this will ensure that only the latest comment appears automatically in the ticket. After the latest comment, there are then three dots (...) and only if you click on these will you see the full email trail. 

------------------------------------------------------------------

This ticket (#{{ticket.id}}) has been updated.

{{ticket.comments_formatted}}
{% for comment in ticket.comments limit:1 offset:0 %}

{% endfor %}

----------------------------------------------------------------

In order for this liquid code to work, you also need to go to Admin -> Channels -> Email and untick the 'Mail Delimiter'. 

Hi, I agree that this would be a useful feature and have also observed the above happening. I also find that sometimes a user will email an existing ticket with a request relating to a different (but similar) request. 

Hi Otto, we've also observed this issue of tickets becoming overly long. Each time a person replies by email, the full message thread is captured on a ticket, not just the latest comment.  It's strange as this was never an issue for us until recently. Do Zendesk have a workaround for this?