What is the organization subscription notification within ticket events?

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10 Comments

  • Tim G

    Thanks i u l i a !

    I noticed one of our partners mentioning that they've been getting emails for tickets that they're not cc'd on recently - and troubleshooting led me to this article. So first off - thank you for creating the article!!

    I had a few questions - wondered if you'd be able to help out please?

    1. Is this a 'new' thing? E.g. has something around the following/subscription changed recently?
    2. We have quite a few partners of ours who are set up to "view tickets for the whole org" - the organizations themselves aren't shared in any way, it's just specific users in the org. Would they suddenly start getting notifications, if there was a recent change on the Zendesk side? Or would they have to go into their login in the help centre customer portal, and specifically 'Follow' the organization, to get these notifications? 
    3. If there's someone who is getting notified about every reply on every ticket from their organization, is another solution for them to: Log into the Customer Portal > Select 'My Activities' from the profile drop down > change to the 'Organization requests' tab > next to the search bar, click the 'unfollow' button next to the org name. Will that allow the customer to keep viewing the organization tickets in the customer portal, but not receive update emails about every ticket?

    Thanks for your help!

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  • Esther Garnica

    Hi Tim, 

    Let me reply on behalf of my colleague!

    1- This feature to follow and unfollow organizations requests has been available for a number of years :) 

    2- If your partners want to start getting those notifications, they will have to specifically 'Follow' that organization from the 'My Activities' section after they've logged in to the Help Centre portal.

    3- That's right, by 'unfollowing' the organization from the 'My Activities' section, the user will stop all those notifications but will still be able to view those ticket updates from the Help Centre portal. 

    Hope this helps to answer your queries, but let me know if it doesn't!

    2
  • Franck BADIN

    Hello if I understand well the process, 

    If someone in a shared organization decided to follos his tickets organization this follow up cannot been removed except by removing it for the full organization.

    In our case, for an organization that need to be shared we removed from one user at the user level the ability to see all the organization tickets.

    Despite that change he continues to receive Organization Subscription notification and continue to be able to see the Organization tickets.

    Can you advise?

    Best regards

     

     

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  • Zsa Trias
    Zendesk Customer Care

    Hello Franck,

    Just to confirm, permission at the organization level is still set at "Can view all org tickets"?

    You may want to check this article: What is the difference between ticket access at the organization level and user level?

    As mentioned there: 

    If the settings conflict, the more permissive setting overrides the less permissive setting.

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  • Dave Tonks

    Zsa Trias - We have an issue where a user will be a member of multiple organisations, and follow all of them. When they receive an email, they have no way of knowing which organisation the email is about? Is there a trigger we can amend at all to include the organisation as a placeholder?

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Dave Tonks,

    You can add the ticket organization placeholder to your trigger notification's email body to help your customer or requester know the organization of their email. 

    {{ticket.organization.name}}

    See Zendesk Support placeholder reference for a complete list of placeholders. 

    If you are referring to the Organization Subscription notification, I'm afraid that the notification cannot be edited or customized. I've taken a look and found that other users are discussing similar needs here. You can up-vote that original post and I encourage you to add your detailed use case to the conversation. 

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  • Dave Tonks

    Hi Arianne Batiles, Thanks for your reply.

    If a user belongs to multiple organisations, how can the user know which organisation the email or ticket is regarding? From what I can see, even following the link to the ticket doesn't show the organisation?

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Dave Tonks,

    Yes; hence, we can reflect the organization in the trigger email notifications by adding the ticket organization placeholder. This placeholder shows the assigned organization for a specific ticket.

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  • Dave Tonks

    Hi Arianne Batiles, but you just said that Organization subscription notification doesn't allow customisation? I'm really sorry if I'm missing something here?

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Dave Tonks 
    I have created a ticket for us where we can continue working together. Please check your email for an update. Thanks! 

    0

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