Understanding suppression of CCs email notifications

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4 Comments

  • Sabra
    Zendesk Customer Care

    Hey CJ! We are working on updating the layout of this article in order to make the information in the table easier to understand. 

    If you look at each column individually (aside from the first one), the words in each cell of the column is the same. The column is meant to represent the characteristic of the situation. If the cell has a -- in it, then that characteristic does not apply to that situation. 

    The idea is that you can use the table to compare different scenarios, but it certainly is not the most intuitive!

    If looking at the first row, then the Email user + requester and CCs action in triggers and automation is suppressed when:

    • Make email comments from CCed end users public is enabled
    • The ticket is being updated (not created) via email.
    • The author of the email is a requester or CC
    • Everyone who would receive the notification already received the email that updated the ticket.

    So, in the example situation that you provided, you are correct: the email notification would be suppressed. If you would like to see this work differently, I would recommend posting your feedback to our Feedback for Support page for our product managers to review and other community members to see.

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  • CJ Johnson

    What does -- mean in this chart? What are these columns representing? Why do some rows include an outcome and others do not? I feel like a bunch of labels are missing or something. I cannot figure out how to interpret this at all. 


    Does that first row mean if MECFCEUP (Make Email Comments From CC'd End-Users Public) is enabled, and the requester updates the ticket via an email, a trigger that would send the requester and cc's an email notification (example: "Hi, thanks for replying, our datacenter is being swarmed by bees so our reply times are pretty long right now, hang in there!" and keeps the ticket open) would NOT fire the email notification for the trigger, because "Everyone who would receive the notification already received the email that updated the ticket"? 
    That's the logical conclusion from this chart, but surely that cannot be right. 

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  • Rickard Läckgren

    Hi.

    I've been trying to understand this Suppression rule for days now... my case is that I want to use {{ticket.comments_formatted}} when the endusers sends us an email, his/hers reply that a ticket was created should include what they wrote to us. The placeholder works fine when we use "notify when comment" and "notify when solved", also if we create a ticket manually the placeholder works. But when the enduser sends us an email directly they dont get a copy of what the question was.

    We dont have helpcenter active right now, we do have "Anyone can submit a ticket" enabled.

    What are we missing? The trigger works, its just the placeholder thats not working.

    We've also tried using {{ticket.description}}.

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  • Daniel Borrego
    Hi Rickard,
     
    Thank you for your question!
     
    As what you are describing will involve some further investigation, I will need to take a look at your account.
     
    I am creating a ticket for that, and we will move this conversation there.
     
    Thanks for your understanding,
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