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About flagged tickets



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Jennifer Rowe

Zendesk Documentation Team

Edited Feb 03, 2025


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14 comments

Hi Jennifer,

Is there any way to add this flag from the Zendesk API? Currently when I try to do it, it adds the flag to the 'custom' section of the metadata, as opposed to actually editing the 'flags' section of the metdata? Thanks!

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Reference above, we have some users who have multiple sites with us. And at times they raise tickets from a different email domain, i do not recall below message pops before, but will this fall under this scenario where it is just ZD flagging the fact the the ticket is raised by a person with a different email address as opposed to what is registered under this particular site?

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How do you remove the flag "This ticket is flagged as a potential risk"?

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I'm a little confused as to why it suddenly started happening after over a year. But every ticket from our typeform is now being flagged. 
How can we remove this potential risk flagging? 

Can we not have a - This message is not suspicious for me to cancel it?
Or have the allowlist option to affect "This message is suspicious"? 


 

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Anne Ronalter

Zendesk Customer Care

Hello Ksenia and Justin,

it seems like both of you are referring to the new feature that has already been rolled back due to customer Feedback which is using ticket alerts to help defend against email phishing attacks.

You can read more about it in this article:
https://support.zendesk.com/hc/en-us/articles/4538847988378--Rolled-back-Using-ticket-alerts-to-help-defend-against-email-phishing-attacks

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Hi

re: "Tickets are also flagged if an unknown user, who was not added to the ticket by the requester or an agent as a CC, updates an existing ticket. The unknown user’s comment is flagged and added to the comment stream as a private note"

why would we create a private note? This came from an end user. It's very confusing this way.

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I noticed that flagged messages do not reopen the ticket. I'm not exactly sure if this is intended. If so, is there a workaround to ensure they do open the ticket, perhaps with a trigger? I tried a few things without success. 

 

To clarify the scenario, we sometimes CC one of our many associates that don't use Zendesk. Sometimes these associates forwards the email to another email which they use to reply to us. It is essential that when we receive the reply that it reopens the ticket.

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Dekbi

Zendesk Customer Care

Hi Donald,
 
I will be creating a ticket regarding this so we can discuss this further. Please expect an email once the ticket has been created.

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Hi Dekbi  any update on this? CC'd customers in my companies tickets are also being logged as internal comments and it's causing serious issues within our communications to a group of customers in a ticket.

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+1 to Hector's comment above. It's causing a communication disruption with client tickets. Thanks in advance for an update! 

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Hi Debki,

 

Any update on this? 

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Me too! We have attempted to handle this by bumping up the priority on tickets that get a reply from an end user who was not on the ticket, but it's really not working effectively. We do not want to accept all CC's because that would also cause chaos. But would love to see a middle ground somewhere.

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Hi, was there an update on this? It is impacting our team as well. Would love to find some insight.

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Hi, 
Would also like to see an update on this one (and it happens regularly when dealing with larger companies). Non cc'd person replies to ticket with important information to then be excluded from the reply resulting in complaints of email updates going missing.
Additionally; if the functionality isn't going to change then can the flag warning be put at the top of their reply. Zendesk tickets, by their nature can become very log so it's easy to miss that ‘XXXX was not a part of this conversation.’ message and therefore exclude them in your reply

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