Customizing default email notifications to CCs and followers

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19 Comments

  • Thomas D'Hoe
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    Hi,

    Can you explain what the placeholder {{ticket.follower_reply_type_message}} means in the email notification for followers?


    I can't find it back in this article or in the "placeholder reference article" https://support.zendesk.com/hc/en-us/articles/203662156

    Thanks!

     

     

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  • Nathan Alvarez
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    We do not have the "requester and CCs" option in our account, can I get an explanation as to why? Enable CC's is checked off.

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  • Brett - Community Manager
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    @Nathan this is gradually being rolled out across all accounts. While the rollout has started this month, it's expected to take up to several weeks to complete.

    @Thomas, I'll confirm this internally and follow-up once I have more information :)

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  • Brett - Community Manager
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    @Thomas, I was able to confirm that the placeholder you're referencing indicates whether the comment being notified about is private or public.

    Cheers!

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  • Eckhard Doll
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    How do I configure an individual notification for the ticket CCs only? At the moment I can only set "requester and CCs". Shouldn't CCed recipients get a slightly different text? Or am I missing something?

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  • Thomas Joussot
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    @Eckhard 

    Same thing here, I'm struggling to find the CC email template which now seems to be the same one as for Followers notifications. I was also expected to set up 2 different email notifications, one for Followers and another one for CCs. This may be doable by using Liquid Markup I guess.

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  • Thomas Joussot
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    @Brett I don't really understand what the placeholder {{ticket.follower_reply_type_message}) is aimed to do. It doesn't seem to indicate whether the comment being notified about is private or public, or I may miss something obvious.

    It turns out to return the following sentence in email notifications, is that correct?

    "Répondez à cet e-mail pour ajouter une note interne à la demande",

    i.e. something like that in English "Reply to this e-mail to add an internal note to this request"

    Is there any relation? Where can we get more information about this new placeholder?

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  • Eckhard Doll
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    @Thomas, I had contacted the support before on this and there is only the separate followers email template available in the ticket settings indeed. However, that does trigger an individual notification to followers.
    The support directed me to this article and "Understanding how email notifications are sent to CCs".
    All I struggle with is why there is no separate CC option available in the triggers but only a requester AND CC option. I don't want the requester and the CC to receive the exact same message.



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  • Thomas Joussot
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    @Eckhard, thanks for the update. I had also submitted a couple of tickets at support on this subject.

    I'm currently waiting for some satisfying replies and clarification since the first answer I got made me think that both Followers and CCs would receive the same message based on the same email template (the one you set in Settings > Tickets > CCs and Followers > Follower email template).

    You're right, it looks like both the requester and CCs receive the exact same notification after running a few tests here. This is definitely not the way I want to go. Hope for a quick fix or at least clear explanations from Zendesk.

    I've also noticed that triggers which were previously including the action Email user > (requester) have been automatically updated into Email user > (requester and CCs) once 'Enable followers' is active. That's a shame not being warned about this… since by default, CC contacts now receive the exact same notification as the requester, which is definitely not expected!

    Would like to hear from other users and see pros/cons about this Followers feature in their workflow.

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  • Thomas Joussot
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    Hi Zendesk,

    Is there any update on this? https://support.zendesk.com/hc/en-us/articles/360021312374/comments/360002423634

    i.e. my comment from July 18 about the new placeholder ticket.follower_reply_type_message which is not referenced in your documentation yet?

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  • Thomas Joussot
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    We also need to understand what is the official reason about the fact that a follower notification is not sent if this follower is also part of the current assigned group/team. Thanks!

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  • Brett - Community Manager
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    @Tomas apologies as it looks like I missed your previous response :( I reached out to our Product Manager to confirm what this placeholder did and was informed that it indicates whether the comment being notified about is private or public. This is most likely related to the Reply to this e-mail to add an internal note to this request message you're seeing on your end. 

    As for the reason behind the follower notification, I'm not entirely sure why this decision was made. I'll reach out to our team internally to see if I can find out more information for you :) 

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  • Thomas Joussot
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    Thanks @Brett! Hoping for a clear explanation ;-)

    Please also let us know about my last comment on triggering actions for followers.

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  • Hope Notz
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    Hello! Is there a way to add the organization's name to the Follower notification? Maybe add it to the ticket contents listed at the bottom of the email? Or the subject? I did not see a tag to add it in the text from Settings > Ticket. 

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  • Thomas D'Hoe
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    Hi,

    I think there is a typo in the article:

    • email_cc_names—Returns the names of CCs on the ticket.

    Needs to be:

    • email_cc_names—Returns the EMAILS of CCs on the ticket.

    Thanks

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  • Tsvetan Marinov
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    Previously the requester and CC`d emails/names in a ticket were not presented for the people which are placed in CC. Now the followers don't see who is the requester and the cc`d people on the ticket ... Once again we should play with the liquid markdown in order to adjust the "Follower email template" to display these. And thanks to Matt and not Zendesk, from this article: https://support.zendesk.com/hc/en-us/articles/203661206-Using-Liquid-markup-to-reveal-CCs-in-a-notification-email for providing the workaround.

    And yes, this - email_cc_names returns the names and not the emails which are more important.

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  • Abigail Iliesi
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    Just wanted to add my voice to this issue. The fact that active followers only receive notifications when ticket updates occur has caused major disruption to our workflow. Ideally I'd like agents to be notified every time they're manually added as a follower or @mentioned in a ticket, regardless if a ticket is updated. At the moment, I have little to no recourse because I'm unable to specifically reference Followers in Triggers/Views/Macros/etc. 

    It'd be great if an upcoming beta could provide us with:

    • A Followers type/condition within Triggers
    • An Email user > (followers) action within Triggers
    • An Email user > (CC's) action within Triggers
    • A Ticket: Follower condition within Views
    • A Ticket: Follower condition within Automations
    • A Follower action within Macros (with a drop-down menu similar to Assignee)
    • A few ticket.follower placeholders within the comment/description action in Macros
    • More customization options in regard to Follower email notifications (Settings >Tickets > CCs and Followers)
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  • Nicole - Community Manager
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    Hi Abigail Iliesi

    That is great feedback to share in the Support Product Feedback topic in the community, which our product managers follow. 

    If you haven't posted there before, here are our Tips for Writing an Effective Feedback Post. 

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  • Thomas Joussot
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    Thanks Abigal! +1!!!

    I totally approve all of these feature requests. There is clearly a lack of followers notification workflow. Hoping for a quick implementation.

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