Send emails without the # delimiter

20 Comments

  • Jessie Schutz
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    Hi Jan!

    As you mentioned in your post, you don't want to remove the delimiter because if the user does reply it'll make a mess of your ticket. 

    What you can do is change the delimiter text to something custom, such as "Please do not reply to this email - this mailbox is not monitored" or something to that effect, perhaps in conjunction with a similar message in the body of your reponse.

    You can change the text of the email delimiter by clicking on your Admin icon and then going to Channels > Email, and scrolling down to the Mail Delimiter section. From there you'll be able to customize what appears in your emails.

    Hope that helps!

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  • Jan Carlin
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    Thanks for the quick reply.

    I think I didn't describe the problem fully. I do want the users to reply the email if it is about a "normal" ticket but not if it is a specific type of ticket (a ticket created after a Zopim chat)

    --Jan

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  • Jessie Schutz
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    Hey Jan,

    You can't change the delimiter text based on the ticket source; it's all or nothing.

    You're not going to be able to completely prevent your users from responding to a ticket. What you might do is create a custom notification trigger just for tickets generated via chat, and include some text that indicates to the customer that if they respond to the ticket their ticket will not be answered. You'll want to make sure you exclude the chat source from your main notification trigger, though, so they don't get two notifications.

    You can then set up an additional trigger to automatically solve or close those tickets so if the customer does respond it doesn't clutter up your Views, and send an additional reminder to the customer that the chat summary is for informational purposes only and what they should do if they need additional assistance.

    Let me know if you have any more questions!

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  • Jan Carlin
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    Thanks Jessie.

    That's what I'll do. I'll include text about that replies will not be answered.

    It looked like that there was no way to do this but I wanted to be sure.

    --Jan

     

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  • Jessie Schutz
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    Hey Jan!

    Not a problem!

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  • Jon-Paul Ciambra
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    Hello!

    I went to Admin/Channels/Email to customize the verbiage of my delimiter but can't figure it out. Can you help?

    In the "Mail delimiter" section I see "{{txt.email.delimiter}}" and am looking for the existing content which is "##- Please type your reply above this line -##".

     

    Thanks for your help!

    JP

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  • Jessie Schutz
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    Hi Jon-Paul!

    The {{txt.email.delimiter}} placeholder is what you're looking for. The default delimiter is set up as dynamic content so it will show up in the requester's preferred language (if known). You can simply replace that placeholder with whatever text you want to use.

    Please let me know if you have any other questions!

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  • Jon-Paul Ciambra
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    Thanks!

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  • Jolyon Page
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    Hi!

    Is it possible to change the {{txt.email.delimiter}} content in the various languages? For example - the German currently has "Bitte geben Sie Ihre Antwort...", which is very formal and does not match the informal content of our responses. It would be good to have something else in its place.

    Thanks!

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  • Diogo Maciel
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    Hi Joylon!

     

    Unfortunately at the moment is not possible to change the placeholder content translation. I suggest creating a post in our product feedback section, to allow our developers to take a look at it and consider it in future updates

     

    https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

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  • Alberto Martin
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    Hi there, thanks for the support-

    The delimiter editing is quite clear, but what about the text just below the delimiter, is it accessible? In our case is mixing languages, but we might as well want to change it.

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  • Jessie Schutz
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    Hi Alberto!

    To the best of my knowledge that can't be changed, but I'm going to double check on that for you. Stand by!

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  • Dennis Lynn
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    Hey Alberto - Jessie tagged me in to help get this sorted out! 

    The line you are seeing there is specifically used for people who are added as a CC on your tickets. This text can actually be modified to meet your needs, and you can see this by going to Admin>Settings>Tickets, then look for the CC's section. This line should be shown there, and can be edited! You can learn more about this functionality here as well:

    Configuring CC permissions and notifications

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  • Adam Fronteras
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    We need to be able to stop this on certain customer triggers because we interface with other systems (ie Topdesk) with and the delimiters cause problems 

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  • Jessie Schutz
    Comment actions Permalink

    Hi Adam!

    Unfortunately it's an all or nothing scenario with the email delimiter; you can't remove it for certain email notifications.

    Can you describe the problems you're experiencing in more detail? Maybe there's something else we can do.

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  • Adam Fronteras
    Comment actions Permalink

    Hi Jessie 

    We often have  to pass information  to and from  other companies help desk systems which their system will then send out to their end user therefore they don't want to see our 'please reply to' comments as the replies have to go to their system first and then their system will pass it back to our system

    thanks

    Adam 

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  • Heather Rommel
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    Hi @Adam,  you may want to check out Side Conversations (for non zendesk support systems) or Ticket Sharing (for zendesk systems)

    Also let me point out here from hard-earned knowlege: DO NOT CHANGE YOUR DELIMITER text unless/until you are ready for all non solved tickets with replies to carry the whole ticket history over.

    If you change the text and someone (agent maybe) replies from email, the whole string including private comments will post to your ticket.

    Ask me how I know. Lol.
    Ok not lol. More like, Doh!!

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  • Sylvain
    Comment actions Permalink

    Hello, 

    I also want to change the text of the delimiter but when I go to Channel > Email > Email's delimiter and I replace the current placeholder {{txt.email.delimiter}} by another one, for instance {{dc.zendesk-txt_email_delimiterih}}  (I use dynamic content), then receiver see the placeholder instead of the variant of the dynamic content. 

    Any idea what's wrong? 

     

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  • Brett - Community Manager
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    Hey Sylvain,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this further with you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Devan
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    On Wednesday, February 5, from 10:00am-12:00pm CST, we'll have a special guest team of experts on hand to answer your questions about Support: Triggers and Email Workflows in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 5th, so if you've got something you want our experts to look at, post it today!

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