About flagged tickets from registered users who are not signed-in

Return to top
Have more questions? Submit a request

16 Comments

  • Todd Meyer

    When it shows up, the option to 'view original email' is not given, which is inconvenient and confusing. Is there any reason for this?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Todd!

    Just to make sure I understand, do you mean that when you go into the ticket events and scroll to the bottom of the list, the "view original email" link isn't showing up?

    0
  • Maria Karenda

    Hey!

    We find that the warning icon is way too small and unnoticeable. In our case we need to take the customer through security when they contact us while not logged in. It's too easy for agents to not to notice this atm. 

    0
  • Nicole S.
    Zendesk Community Team

    Thanks for that feedback, Maria. You may want to cross-post it in the Support Product Feedback topic to see if other users have a similar concern.

    0
  • Pallav Bajracharya

    I've had two customers confirmed that they did not receive an email sent from zendesk when we reply to the "flagged" ticket. Has anyone else noticed this issue?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Pallav -

    This sounds like something we'll need to troubleshoot with you directly and it may require discussing some of your account settings, so I'm going to create a ticket for you to continue this conversation with one of our customer advocates. Look for an email from me shortly!

    0
  • Phil Mocek

    Zendesk You describe here one situation in which a comment would be automatically flagged.  You provide no indication that this is the only reason a comment would be flagged.  Where can one read a comprehensive description of what it means for a comment to be flagged?

    0
  • Phil Mocek

    This article states, "You can hover over the warning flag to get more information."

    However, I see no text when hovering over the flag indicator in a comment, but rather the appearance of an indicator that a drop-down is available.  When I click that, I see text, "This comment has been flagged," with an icon that when clicked leads to your support article, "Enabling anyone to submit tickets."  Neither that article nor this one describes how a comment can be flagged, how a comment can be unflagged, or what it means for a comment to be flagged.

    0
  • Gail L
    Zendesk Community Team

    Hi Phil,

    Can you send a screenshot of the flag that you're seeing?

    Do you have anyone can submit tickets enabled or disabled in Admin> Settings> Customers?

    The reason for the comment being flagged is normally included in the text of the warning (there are not very many versions of the warning). In this example it's a user not being signed in, the other example that most commonly flags comments is if the user who submitted the comment was not CC'd on the ticket on by either an agent or the requester on the ticket, in which case the message would say "X was not part of this conversation".

    Comments can't be unflagged. Changing user or ticket permission based on on flag that is on a ticket will prevent future flagging in a lot of cases; for example if a user wasn't CC'd, but then was added as a CC by an agent after the flag was spotted any future comments they made on the ticket would not have the warning. However the original comment would still show as flagged in the ticket history. 

    0
  • Phil Mocek

    Gail:  I'm happy to do so.  How can I filter by or search for tickets that have comments that are flagged?

    Also, where in the Zendesk Support docs can one learn how a comment can be flagged, how a comment can be unflagged, and what it means for a comment to be flagged?

    0
  • Gail L
    Zendesk Community Team

    Hi Phil,

    As I mentioned in the previous comment comments cannot be unflagged. You can address or ignore the reason something was flagged, but the original flagged comment will retain warning as part of the ticket record.

    The flags aren't criteria that goes into searching, so you'd have to have agents manually tagging the tickets if you wanted to aggregate them because you're seeing an issue. Can you tell me more about why this is an issue for your team and provide the example of the warning that you're seeing? I'll be better able to search for more information it if I can see the exact warning.

    I'm not aware of a specific article focusing solely on flagged comments, but I will bring this up to our documentation team and see if we can get one created to make it easier going forward. 

    0
  • Phil Mocek

    Gail:  Why is this "an issue for my team"?  In some tickets, I notice what appears to be a warning indicator.  Wondering what that means, I click the thing, and I see text, "This comment has been flagged," with an icon that when clicked leads to your support article, "Enabling anyone to submit tickets."  But there's nothing relevant there.  Neither that article nor this one describes how a comment can be flagged, how a comment can be unflagged, or what it means for a comment to be flagged.  See what I'm saying?  The implication is that I can go read about flagging of messages, but then that's not what I find.

    I don't seek a "specific article focusing solely on flagged comments."  I seek a user's manual.  I want to read what it means for a comment to be flagged. I want to know what, in the context of a Zendesk Support ticket, "flagged" means.
    0
  • Gail L
    Zendesk Community Team

    Hi Phil,

    I haven't run into the particular flag you're describing before, which is why I'd love to see a screenshot of an example to so that I can dig into it further and try to get you a more complete answer here. Could you post an example of the type of comment where you're getting this particular flag that includes the warning message?

    0
  • Phil Mocek

    Gail:  I'll get a screen shot.  I want to be sure I understand you.  I believe you are indicating that the concept of "flagging" a message is not described in user documentation of Zendesk Support.  Is that accurate?

    0
  • Phil Mocek

    Gail:

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Phil,

    This article I've linked talks about flagged comments which I believe is exactly what you're looking for: Comments by users not explicitly added to the ticket will be flagged

    Let me know if I can help clarify the flag any further.

    Cheers!

    0

Please sign in to leave a comment.

Powered by Zendesk