Release Notes Through 2018-12-14

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5 Comments

  • Joel Hellman

    Zendesk Support - New Stuff: We added additional information to tickets indicating if they were created 'From Help Center' or 'From Zendesk Support'. Other channel origins were already represented in this way (e.g., if it was submitted via Facebook), but have expanded to include these two common channels for clarity and consistency.

    We always found it impractical that there were no surefire way to distinguish between support-created tickets and web form submissions (as they both file under Via: Web). Today we use a custom app to tag the support-created tickets for reporting and workflow reasons.

    So I'm happy to hear this news, but can you eloborate a bit on what you did here? Is this change rolled out to all customers? 

    I just created a new ticket in Zendesk Support and a new web form submission. But the Ticket's Via channel still shows web for both support created and form submission, so I don't see any change in the API. 

    I also reviewed my triggers, and there are no new values to select from in the Channel conditions.

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  • Joel Hellman

    Nevermind, I found another post in the announcement that details this change.

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  • Allen Hancock

    @Roland: The changes described here shouldn't have any effect on email deliverability.  Hopefully the support team is addressing your issue. For others experiencing any email problems, this Support post can be a good place to start.

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  • Roland Monsegu CW

    @alle, you are right. I deleted my comment

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  • Allen Hancock

    All good.. it was certainly a fair question, and thanks for pointing out you'd already opened a ticket!

     

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