Adding and removing the delimiter from email notifications

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22 Comments

  • Stoyan Tsekov

    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
    Zendesk Customer Success

    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
    Zendesk Customer Success

    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

    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 S.
    Zendesk Community Team

    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

    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

    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 S.
    Zendesk Community Team

    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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  • Hannah Ehrlich

    Hi Peter,

     

    I have also seen this in my tickets. @Nicole, I am happy to provide some ticket examples here or in a support ticket if that would be useful.

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  • Robert Lehman

    Hi, 

    @Nicole I would also like to remove the Delimiter.  

    I would like an update on Peter's concern prior to doing so, if possible.

    Thanks.

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  • Peter Hochstrasser

    Let me comment on this:

    It seems to be at least not totally bound to the missing delimiter. We seem to have had similar cases before removing the delimiter.

    So far, we had no such problems in the brand with a standard Organization setup.
    We have some special setup regarding Organizations in this brand, and we are inquiring still, together with Zendesk.

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  • Nicole S.
    Zendesk Community Team

    Hi all -

    We're still trying to sort out what's going on with Peter's account. Peter, I just sent you some questions from the dev team in the private ticket.

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  • Peter Hochstrasser

    Hi all -

    I think that my problem is unrelated to the delimiter presence or absence. We apparently had cases before the one we found here, and it has occured before we turned the delimiter off. 

    So, it seems that I jumped to a conclusion and made a connection where there is none.
    The problem I see has in all likelihood a different source.

     

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  • Nicole S.
    Zendesk Community Team

    Thanks for the update, Peter. Did you want us to continue troubleshooting in the private ticket? Or should we solve that out?

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  • Peter Hochstrasser

    Hi @nicole
    There IS a problem, it‘s just not generated by the missing delimiter, and I‘d really like to know how to prevent this from happening - we have notifications set up such that private comments don‘t generate the usual initial mails, which is not helping.
    So, we need this wrong comment type to be fixed for good.

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  • Brett Bowser
    Zendesk Community Team

    Hey Peter,

    Thanks for the additional information! I'm going to reach out to you directly on the internal ticket we have with you so we can continue troubleshooting this.

    Cheers!

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  • Peter Hochstrasser

    Hi all

    Let me clear Zendesk from any wrong doing in this case.

    The problem has been that a user started the conversation with e-mail address

      f.lastname@publisherCompany.com

    then replied to that mail from address

      f.lastname@companyPublisher.com

    So, he used two adresses from different domains. The answer thus has been classified as a bit fishy by Zendesk and its comment mode has thus been set to private.

     

    So, as said before, not a problem of the missing delimiter - sorry for the noise here.

     

    Yours truly

    Peter

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  • Brett Bowser
    Zendesk Community Team

    Thanks for taking the time to share this Peter :)

    Glad we were able to troubleshoot what the issue was!

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  • Jennifer Becker

    It seems as though Hannah Ehrlich said she had examples of the issue Peter originally reported. Did those get worked out as well? I would like confirmation that the issue is either a non-issue or there is a valid reason why it is happening when you disable the delimiter. 

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  • Elissa
    Zendesk Community Team

    Hello Jennifer Becker

     

    Thank you for that note. We never did get clarity on the issues Hannah Ehrlich was having. I've tagged her again here in case she is able to join back in with some more details.

    That being said, the delimiter is not related to ticket transmission. So there is no reason removing the delimiter would have an effect on whether a reply came in as an internal note. This only happens (as Peter's experience exemplifies) when a customer is replying from a different email than the one listed on the ticket. You can learn more about those scenarios in this article: Understanding when email replies become public or private comments.

    So, if the delimiter is absent or if the delimiter is present (either way), if the end-user comment comes in from an external email address that's not listed on the ticket, that comment will be an internal note. 

    I hope that helps! Let me know if you have any concerns or any further questions!

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  • Hannah Ehrlich

    Hi Elissa,

     

    I'm happy to provide some examples here or in a ticket but it looks like most of the follow-up was with Peter. Should I add some censored screenshots, or?

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  • Elissa
    Zendesk Community Team

    Hello Hannah Ehrlich

    Thanks so much for your reply! I have created a ticket for you so we can troubleshoot and take a look at those examples securely. Then we can report back here with any final findings.

    You should see an email for a ticket created for you. Please let me know if you don't find it!

    Thanks again for coming back, and sorry we missed your comment earlier!

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