On Wednesday, August 26, from 9:00 am-11:00 am CDT, we hosted our first live Q&A event in the Zendesk Help Center. Here are the answered questions submitted form users and a recording of the event that took place.
Video Recording
Questions from the Q&A
Submitted by Matthew Tan
Q: How do I modify the email body in the trigger so that it will show Ticket resolution information when a ticket is closed?
A: You would need to create a placeholder through a ticket field to be referenced. Then you could use that placeholder for the trigger to show the ticket resolution information.
For this instance, you would use the following Placeholder.
Submitted by Philipp Missbach
Q: We have three brands set, and the customer of Brand 2 is receiving automated notifications with Brand 1 and Brand 3 references. We are not sure why he got this email initially and where the mixture of brands originated from.
A: This is likely being caused by a trigger firing unintentionally. By looking into the Ticket event history through the events view, you can identify which triggers are going off in error.
Viewing all events of a ticket
It also would good to check your outgoing welcome emails to customers to make sure they are not brand specific. You can find this in Support Settings > Customers > Account emails.
Submitted by Flo
Q: We would like to receive the out of office automated emails from our customers when we send them a reply to their ticket and have this show in the thread. This is because they may need to follow up with someone else if they are away.
A: When a customer sends an automated email response Zendesk will filter these replies out into your suspended queue. A good practice is to check your suspended queue every day and restoring what you need to keep manually.
There is an app in the Zendesk Marketplace that can perform this for you automatically.
Submitted by Arjay
Q: How can we integrate the iOS reviews that we are receiving without an available app in the Zendesk marketplace similar to the Google Play Reviews app?
A: Your best option would be to build your own native integration in the Zendesk Support API on the count of there being no native solution for this. A good place to start with this would be our Developer Support API Documentation and community.
There is an app in the Zendesk Marketplace that can perform this for you automatically.
Submitted by Community Moderator Brandon Tidd
Q: What are the best practices around voicemails and SLAs? We struggle with the fact that Voicemails don't hit the First Reply Time SLA?
A: There is no real native way for voicemails to hit First Respond Time SLAs. An unsupported workaround is to create a target to place a public comment on the ticket after the voicemail is created. You would need a trigger that hits a target and creates a public comment on the ticket so that it can be considered the first response time SLA.
However, your issue is when that voice mail ticket is created, it's already considered the first reply. In that case, use the Split Close app or the Linked Ticket app, and the creation of a new ticket is your best option.
Submitted by Community Mihaela Dragota
Q: We have some 3rd party entities we often escalate tickets with. When we send them an email, they often send auto-replies, which create Zendesk tickets (they are not suspended). We cannot suspend the users because we actually receive tickets/emails from them that we need.
For some easy cases, I created triggers that would add a to_be_deleted tag whenever the conditions are met (I then delete the tickets via a personal view). There are some cases that I cannot get my head around so I can create a trigger that works. They are similar to 'Case (number) has been created.' in the subject line.
Is there a way in which I can create a trigger that would work in such cases? Otherwise, do you have a better solution for our use case?
A: This is something a lot of B2B customers face. If this is happening with another Zendesk account, you can link two Zendesk accounts in the sharing agreement. Dealing with different businesses with different systems will need to be handled through triggers on a one by one basis. For this, the utilization tagging these tickets is recommended instead of relying on a message's content.
Sharing tickets with other Zendesk Support accounts
Submitted by Community Dewald Harmse
Q: We are implementing Zendesk and have companies in 15 countries. Our goal is to become one global support team for the moment, but we want to keep things close to its current setup.
We want to be able to keep support country based. When someone from France sends in a ticket, it should go to the French team. If we know the users, we can have a trigger on the "Language" field, but if we don't know a user, then we can't have this filter seeing as we have don't know which language he prefers.
Zendesk will then look at the ticket's language, but the challenge is then we have customers in Belgium, Switzerland, and France who will send emails in French. How do we route these tickets to the correct country's team? For these tickers, we also use salesforce.
A: Since you are using Salesforce, there is a workaround you can try. This won't tackle the initial ticket creation response, but it should be able to handle them for subsequent responses. It relies on two pieces of our salesforce integration working together.
One is the ticket being sent to salesforce to create a case. When that case is created, you have an option to create the requester or locate them based on their email address. This arrival of the ticket can create a case in salesforce.
When you have the case object arrive in salesforce, it will have the requester's email. You can use a salesforce workflow to update the content record associated with that email address to go back to Zendesk via sync.
14 Comments
Can I suggest you include a link for us to be able to quickly add to our calendars etc.. Rather than us having write it into our schedules ?
That's great feedback, Jay. We'll be sure to do that next time!
How do I modify the email body in the trigger so that it will show Ticket resolution information when a ticket is closed?
Is it something like {{ticket.resolution}} ??
Our ticket closure notification will show the last ticket comments but it will not show the "Ticket resolution information" which is a custom field.
I can not find it in the available placeholders.
Current trigger configuration for ticket closure is:
Dear {{ticket.requester.name}},
Your request (#{{ticket.id}}) has been solved. The ticket will be automatically closed after four days.
To reopen this request, reply to this email or click the link below:
http://{{ticket.url}}
As soon as the ticket status is set to "Closed" we will no longer be able to reopen it, but will create the follow-up ticket instead.
Kind regards,
Videns Support Team
{{ticket.comments_formatted}}
My question: We have three brands set up in ZD Support (to keep it simple, Brands 1-3). Now, a customer of Brand 2 received a automated notification with Brand 1 and Brand 3 references
I am not sure
How can we integrate the iOS reviews that we are receiving when there is no available app in Zendesk marketplace just like the Google Play Reviews app which will not incur additional cost that would mediate the absence of native integration of the said channel?
We would like to receive the out of office automated email from our customers when we send them a reply on a ticket. I would like it to show in the thread. To us this is important as we may need to pick up with someone else if they are away. How do I do this>?
can you send me a recording of this session please?
Hi,
We have some 3rd party entities we often escalate tickets with. When we send them an email, they often send auto-replies, which create Zendesk tickets (they are not suspended).
We cannot suspend the users because we actually receive tickets/emails from them that have actual content (not only auto-replies or things like 'your case was updated').
For some easy cases, I created triggers that would add a to_be_deleted tag whenever the conditions are met (I then delete the tickets via a personal view).
There are some cases which I cannot get my head around so I can create a trigger that works. They are similar to 'Case (number) has been created.' in the subject line.
Is there a way in which I can create a trigger that would work in such cases? Otherwise, do you have a better solution for our use case?
Thanks!
We are busy implementing Zendesk and we have companies in 15 countries. Although our goal is to become one global support team for the moment we want to keep things as close as possible to how it is currently.
We want to be able to keep support country based. So if someone from France sends in a ticket it should go to the French team. So of course if we know the users we can have a trigger on the "Language" field, but if we don't know a user then we can't have this filter seeing as we have don't know which language he prefers.
I know Zendesk will then look at in which language the ticket is but the challenge is then you have customers in Belgium, Switzerland and France who will send emails in France. So how do i then route the ticket to the correct countries team.
Esme Just click the "follow" button at the top of the article and you'll receive a notification when we post the recording - we expect to have it up sometime tomorrow
What are the best practices around voicemails and SLAs? We struggle with the fact that Voicemails don't hit the First Reply Time SLA.
Are you recording the Q & A and might I be sent a copy?
Thank you!
Grace Management Group,
We are recording this and will share it in the help center. We are also answer questions now live if you would like to join us.
Best regards.
Thank you so much to everyone who participated in today's live Q&A! We'll have a recording of the video and a transcript of the Q&A shared here in the next day or so. Be sure to click the "follow" button at the top of this article to receive a notification when we post the follow-up materials!
Please sign in to leave a comment.