"Reply All" Duplicate Tickets

2 Comments

  • Andrew J
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    I just tested this, and it is a bit odd that the initial trigger response (auto response) does not go to CCs- though I could see reasons for that to be on purpose.

     

    My suggestion is that instead of using an autoresponse trigger, you create an auto-response target that updates the ticket - this will place a comment on the ticket, and hence trigger the CCs!

    Article here - https://support.zendesk.com/hc/en-us/community/posts/115007507688-How-to-send-auto-response-to-CCs

    Hope this helps.

     

    1
  • Denis McDowell
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    Thanks, I will try it. I do believe that the decision not to offer subject line matching was misguided, although I understand the thought behind it. It is a standard used by most systems I've worked with (...and I've worked with a lot of incident management systems and PSA tools). Would love to see it as an option.

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