Upcoming changes to email behavior

Have more questions? Submit a request

82 Comments

  • Max McCal
    Comment actions Permalink

    We've confirmed that the Settings "Ask users to register" and "Anyone can submit tickets" will be checked, and if your account either enables the first or disables the second, placeholders will always be rendered for your account. Notes have been added to the announcement.

    1
  • Andrew Soderberg
    Comment actions Permalink

    Max McCal Thank you! I believe this is now very reasonable.

    1
  • Hector
    Comment actions Permalink

    Max McCal we use the Web Widget and Ticket submission form from the guide portal to allow our users to submit tickets (no need for sign in). Once they submit the ticket, an AnswerBot trigger emails them some suggested articles from our knowledge base alongside with a copy of their ticket submission at the bottom of the message. Will these also be affected?

    0
  • Max McCal
    Comment actions Permalink

    Hi, Hector - 

    Yes, that sounds like it meets all the described criteria. The Answer Bot materials will still be present, but the comment they made will not.

    0
  • Danny Cohen
    Comment actions Permalink

    Sorry if this was missed but I just want to confirm that automated CSAT emails with these placeholders will work. Based on the guidelines (copied below), it seems like for most situations all would be true except for #3?

    Since the automation is firing post creation, the placeholders won't be suppressed right?

    --

    The placeholder will not work if ALL three of the following are true:

    1. The recipient is an end user
    2. The creator of the message is an end user
    3. The trigger fires upon ticket creation
    0
  • Max McCal
    Comment actions Permalink

    Hi, Danny that's correct because of bullet three in our list, and because the CSAT placeholder is not in the list of affected placeholders.

    1
  • Danny Cohen
    Comment actions Permalink

    Max McCal Thanks for confirming and all the updates to narrow impact scope. 

    Cheers!

    0
  • Ryan H
    Comment actions Permalink

    Max McCal

    If I use an extension to push a ticket update in the form of an external comment on the ticket (From a designated agent account) using a trigger, would that count as an agent reply? IE. Would that be affected by this limitation?

    For some internal facing tickets I am thinking of using this in place of an automated ticket notification to get around this behaviour change. Is this something that would work? I am thinking of using this only for our internal users who do sometimes send in requests to our helpdesk but do not have agent licenses. 

    0
  • System Admin
    Comment actions Permalink

    Max McCal  we have a zendesk instance where the ticket request is initially created by the agent using a tool that was built with the Ticket API. Since the ticket is initiated by the agent i believe we should be on the safe side even though it still is using the

    {{ticket.latest_comment}}
    

    placeholder to send out an email with the ticket details to the customer. My question is the following, is there an exact date and time confirmed for when the placeholders will be affected by the upcoming changes? We have a plan b in case our current setup doesn't work but we would like to test it ASAP once the changes are made before making any changes and thus prevent any possible downtime for our agents. Our time zone is EST. Thank you in advance for all your help!!

     

    0
  • Max McCal
    Comment actions Permalink

    Yes, this case will be unaffected because your agents are creating the ticket. If you want to reach out to support@zendesk.com we can get your account added early.

    0
  • Max McCal
    Comment actions Permalink

    Ryan H - It sounds like you're adding a second (or subsequent) comment to an existing ticket? That would not be affected. You also mention it's "from an agent account" which is also not affected. I don't know what you mean by "an extension", so I'm not certain. We've been as comprehensive as is possible in our explanation at this point. If it's the first comment, and it is created by an end user, and the email is sent to an end user, it will be suppressed. If you use a target (rather than a regular trigger action), or organization subscription to send the message, it will not be suppressed. If you create the ticket through the /tickets API endpoint, it will not be suppressed.

    0
  • Ryan H
    Comment actions Permalink

    Max McCal

    Thank you for the clarification. By "Extension", I mean the target where you can put an API call to write a public reply. 

    In this case, it may be the first reply but an agent account would be responding to it immediately using the trigger to add a public comment instead using a generic trigger of a notification of ticket received. Simulating an actual employee manually replying to a ticket I would disable the original trigger in this case and replace it with the above method. Just wanted to double check and make sure that would be fine.

    Thanks again Max!

    0
  • Max McCal
    Comment actions Permalink

    Ryan H

    The first reply or the first comment? This only affects the first comment, and only if it's made by an end user and only if the email notification is sent to an end user.

    0
  • Josh H
    Comment actions Permalink

    So what if we want to announce the presence of ticket comments in the email? 

    0
  • Max McCal
    Comment actions Permalink

    Josh H

    In the described circumstance, using these placeholders will not be possible. In all other circumstances, it will work exactly as it always has.

    0
  • Carolina Speroni
    Comment actions Permalink

    Will DC type placeholders that contain any of the offending placeholders and are used inside a ticket Created trigger to an end user be affected?

    0
  • Adam Reid
    Comment actions Permalink

    Hi,

    I'd like to confirm some of the wording on where the placeholders will and won't work. We create tickets using the Support API - Create many tickets.

    What we see is that, when we create a batch of outreach tickets the API will hit our request created trigger that informs the end user that we've created a ticket for them and displays the messaging with the placeholder {{ticket.comments_formatted}}, we can see this by looking at our ticket events.

    What we find confusing based on the messaging provided is The creator of the message is an agent conflicts with The recipient is an end user, do these cancel each other out?

    Placeholders will still work if ANY of the following is true:

    • The recipient of the message is an agent
    • The creator of the message is an agent
    • The trigger fires upon ticket update

    The placeholder will not work if ALL three of the following are true:

    1. The recipient is an end user
    2. The creator of the message is an end user
    3. The trigger fires upon ticket creation

    Ideally we're hoping that if we continue to create tickets via the Support API with Create many tickets we won't have Zendesk strip out the placeholder.

    If Zendesk is going to strip out the placeholder, what is a alternative solution?

    0
  • Ed McGough
    Comment actions Permalink

    Adam Reid See the comment from Max McCal about use of the /Tickets API endpoint.

    https://support.zendesk.com/hc/en-us/articles/360040599713?page=2#comment_360003957233

    You should be okay according to his earlier comments

     

    Max McCal maybe update the original article to indicate that ticket creation via the authenticated /ticket API endpoint is one of the ANY conditions where the placeholders would work.

    0
  • Max McCal
    Comment actions Permalink

    Carolina Speroni - Yes, the placeholder should always be affected.

    0
  • Max McCal
    Comment actions Permalink

    Adam Reid - The create many endpoint is included with /tickets (i.e. POST /api/v2/tickets/create_many.json) and is therefor not affected by this change. 

    As to the part of the message you called out as confusing, you're highlighting one piece of text in the "Placeholders will still work if ANY of the following is true" section and one from the "The placeholder will not work if ALL three of the following are true" section, which are mutually exclusive. Both sets are true, in total. 

    0
  • Adam Reid
    Comment actions Permalink

    Max McCal thank you for clarifying, I also see my mistake in reading the section on ANY & ALL three. Appreciate your help.

    0
  • Max McCal
    Comment actions Permalink

    Ed McGough - I added a line about the Tickets API. Open to feedback on how to clarify. My note about /tickets links to the same article you did. 

    0

Please sign in to leave a comment.

Powered by Zendesk