Adding and removing the delimiter from email notifications

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8 Comments

  • Stoyan Tsekov
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    Hello Guys,

    We have a support pro plan for Playwing.

    I just wanted to confirm the above text regarding the mail delimiter.

    If i understood correctly, we could either go with customer text but only visible in English or leave the default placeholder to have "Please type your reply above this line" translated in the respective language.

    Is that correct and is there a work around?

     

    Thank you in advance,


    Stoyan

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  • Molly
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    Hi Stoyan - Welcome to The Community!

    I'd like to clarify your request so I'm going to followup with you in a ticket. I'll reach out via email shortly!

     

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  • Molly
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    Just wanted to follow up publicly on Stoyan's request. The default delimiter placeholder will translate to the customer's language. However, you cannot use any custom DC placeholders in that field at this time.

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  • Mark Baker
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    I find that the delimiter text is kind of confusing to the end user.  A new customer emails in for support.  They get a reply saying:

    • ##- Please type your reply above this line -##

    and then this::

    • Your request (92) has been received and is being reviewed by our support staff.  To add additional comments, reply to this email.

    I remember the first time I got a reply email from a company that used Zendesk and I go that.  I was looking at it thinking, "how do I type my reply above the line," "what line are they talking about" "I can't type above the line." 

    Then I read the bottom part saying I can reply to the email so I did that.  I remember thinking, "this makes no sense to me."   

    So my comment is, why have that written there as default.  I get it must be there in order for Zendesk to work but if it is causing some people, like me, when I was an end user, that the company must have made some mistake or something, then it needs to be changed.  The average person who writes in doesn't understand what it is about I am willing to wager and wastes a few seconds on it and it may give the end user a bad first impression in a way. 

    Regardless, does anyone have some samples of other delimiter text that I can replace the default one with that would make more sense to the end user.  

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  • Nicole - Community Manager
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    Hi Mark - 

    You might be interested in an Early Access Program (beta) we have running that will allow you to remove the email delimiter altogether: https://support.zendesk.com/hc/en-us/community/topics/360001479273-Zendesk-Support-EAP-Delimiter-Removal

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  • Jacob Christensen
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    Since the delimiter is no longer required, you may want to update the last paragraph of the help text when hovering over the delimiter {{delimiter}} element in the HTML template.

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  • Peter Hochstrasser
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    We started to work without the delimiter recently, and found that in some cases, customer replies are entered as internal comments - despite their e-mail address being correctly shown as the sender, which should lead Zendesk to find that an end user has submitted the comment.

    Have others seen that kind of mixup as well?

     

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  • Nicole - Community Manager
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    Hey Peter - 

    I ran this by the product team and they said it doesn't sound right; I'm going to create a ticket so that the dev team can dig into this further and see what's going on. Look for that email notification from us shortly. 

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