Customizing default email notifications to CCs and followers

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9 Comments

  • Thomas D'Hoe

    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

    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

    @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

    @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

    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

    @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

    @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

    @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

    @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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