Why are tickets missing from My Activities in the Help Center?

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11 Comments

  • Adetona Ajao

    Very interesting article. I never figured the my activities panel was dependant of the brand, but it makes total sense. 

     

    Say, and what if the issue was reversed? We make a ton of emails in the name of our customers for things like automatic notifications of our services and such, but now that we want to make "My Activities" visible to them so they can manage their petitions from the HC, we don't want to clog their ticket feed with useless stuff. 

    Is there any way to filter the tickets that appear on their feed base on tags, for example?

    If this is not a posibility, is there any other way to filter the feed.

     

    Cheers!

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  • Jessie Schutz
    Zendesk team member

    Hi Adetona!

    There isn't a way to filter tickets out of My Activities out of the box; you might be able to do something with some custom code though.

    Can you tell me more about why you're creating these tickets for your customers when you don't want them to see them? There might be a better way of accomplishing these automatic notifications.

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  • Adetona Ajao

    Hey Jessie!

     

    Before Zendesk Message, Appboy and those types of apps, we use to handle automatic notification of events via cloning them to keep a record of those event in Zendesk. That way, if any of our agents needed to assist our clients, they'll have a copy of all event in the profile of that particular client. That means that the client would get a snazzy html5 Notification, while on Zendesk (pre-HTML5) the non formated copy would remain (with a whole lot of <p>'s around).

    Since they where controlled events from our server, we where able to filter them through pre-defined tags in such a way that the clone would not trigger any notification to the client. That way we're not spamming our users with 2 copies of every event, just the nice looking one.

    And those are the ones we want to hide. Basically the first non formated message from any given ticket or ticket chain. Nowadays, we tend to set that first unformatted comment as an internal note, so no problem there. The problem comes with all the unformated messages that where generated before "Setting first message as internal" was a thing in Zendesk.

    So those are the main culprits we want to deal with. We want to hide "the remmants" of the old system.

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  • Jessie Schutz
    Zendesk team member

    Hi Adetona,

    I think I must be confused...are you talking about email notifications? Or notifications in some other part of the product? 

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  • Adetona Ajao

    Yup, unformated email notifications, such as:

    <p><strong>Hello Jessie!</strong></p>

    Instead of:

    Hello Jessie!

    Thus, if we ever activate the "My Activities" tab, our clients will see that for every nice, formatted message they got, "my activities"(zendesk) kept an unformatted copy of the message.

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  • Jessie Schutz
    Zendesk team member

    Thanks for clarifying that for me, Adetona!

    I honestly don't know how those unformatted notifications would end up rendering in Help Center...I would imagine that there's a way to use Javascript to hide those secondary notifications, although that's beyond my expertise. Do you think there are a lot of customers who will go back to look at those old tickets?

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  • Adetona Ajao

    Hum... Javascript eh? Thanks for the pointer then, at least it's a thread to pull.

    And about going back to look at old tickets, we always tend to presume that if our customers can do something, it will end up happening with absolute certainty :)

     

     

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  • Jessie Schutz
    Zendesk team member

    Hey Adetona,

    That's fair...if anything can happen it probably will. ;)

    We have some coding gurus here in the Community so if you need any help with your code let us know and we'll do what we can to help.

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  • Uri Argaman

    Hi,

    We have 3 brands in our Zendesk. I want end-users logging into "my requests" page to see their tickets from all 3 brands.

    can anyone assist?

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  • Brett Bowser
    Zendesk Community Team

    Hey Uri,

    I have checked with a few colleagues and unfortunately, it is not possible to display tickets from different brands within a certain brand's Help-Center (via My-Activities)

    I did some digging to see if this is possible with custom code but wasn't able to find anything on my end.

    Let me know if you have any other questions for me!

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  • Uri Argaman

    Thank you

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