Organization Subscription Notification

Answered

31 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Mick!

    I took a peek at your account and I see that you're using Web Portal for your knowledge base and customer portal. In the Web Portal, users have the option to subscribe to their organization's tickets so they get notified about them. That's what you're seeing in your events log.

    Please let me know if you have any other questions!

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  • Mick Constantino

    Hi Jessie,

    Thanks for taking a peek and answering my post so quickly!  I have not been able to find where the option to subscribe resides.  Would I be able to see it if I "assume an identity"?

    Mick

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  • Jessie Schutz
    Zendesk team member

    Hi Mick,

    That's a feature that's available to end-users, so you should be able to find it if you assume that user's identity.

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  • Mick Constantino

    Hi Jessie - unless I am completely blind, there is nothing on the web portal for users to subscribe to the organization.  Is there documentation anywhere for this?

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  • Jessie Schutz
    Zendesk team member

    Hi Mick!

    This feature was available in our Classic version of the user interface, which we called Web Portal. You have actually changed over to Help Center (sorry I didn't see that before), so that feature is no longer available.

    I took a look at your ticket, and it looks like there's one specific user that you would like to be notified whenever someone in their Organization submits a ticket. You can definitely set this up, just in a different way.

    Firstly, you'll want to set up an External Target. You can find out how to do this here: Notifying External Email Addresses.

    Once you've set that up, you can then set up a Trigger to send a notification email to that target whenever a ticket is created in a certain Organization. The article I linked above will give some pointers on that as well.

    Please let me know if you have any other questions!

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  • Mick Constantino

    Yep, thanks Jessie.  That's what I did to satisfy the request.  But isn't it odd that the feature is no longer available, but some customers are "grandfathered" in - and you can't see how, why, or change it if you wanted to?  What a way to run an airline...or a help desk....

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  • Matthew Mah

    I have a set of users who no longer want to be subscribed to organizational requests.  I see no way to undo this in the agent interface or by assuming the user.  Please advise.

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  • Seama Rezai

    Hi Matthew, 

    What you will want to do is go to those users profiles in your agent interface and change their access. In your agent interface you will go to Admin > Manage > People > End-users and you would do this individually for each end-user that wants to be unsubscribed from these requests.

     

    I am assuming that right now when you go in to their profile their access is "Tickets from a user's org," which you can change to "Tickets requested by user." This should stop the notifications. 

    Let me know if you have any other questions! 

     

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  • Vidhya Vijayakumar

    Referring to the suggestion from Seama: Changing this Access, will cut them off from all tickets filed by anyone else in the organization

    We want the users to still have access to the organization's requests, but not notified of every comment on the tickets. Please advice. 

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  • Vidhya Vijayakumar

    One more update here: even when I changed the user to access only the tickets they submit, the Organization Subscription notification includes them in the email notification. 

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  • Justin Smith
    Zendesk team member

    Hey Vidhya,

    Thanks for the update here!  I think the solution you're looking for can be found in the article below.

    https://support.zendesk.com/hc/en-us/articles/216367358#topic_ccb_5g1_qw

    The issue with that shared organization workflow was that you didn't have the ability to remove yourself from the Organization email notifications.  Fortunately we've improved the system a bit!  Adding the subscribe helper listed in the article above will show your users a "Follow" & "Unfollow" button that they can use to unsubscribe themselves from email updates to Organization tickets, while still allowing them to see those tickets.

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  • Karen Berthiaume

    I'm on Help Center, converted from old Web Portal.

    first - I can't follow your link.  Give me an 'oops you not allowed access to page' notice.

    I don't have 'follow' and 'unfollow' buttons.  We are not using anything on HELP Center ( knowledge based part)  We bought Zendesk for Ticketing.  The user I want to remove from Organization email notifications is no longer with client company.  I've removed user from any active ticket and active copy to ,  suspended access, change their organizational association to our "old users group" and changed to view only their tickets.  Will the emails going to other in the organization still contain this user's name?

    I've asked before - can I delete users who have left the organization or does it impact exiting tickets / historical tickets?

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  • Greg - Community Manager
    Zendesk Developer Support

    Hi Karen!

    You can absolutely delete that user with no historical impact, assuming that the tickets are now Closed. If they are in a status that is greater than Closed, you would receive an error letting you know that you can not delete this user until those tickets have their requester changed or the tickets have been closed.

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  • Yoav Brog

    Is there an option to block users from subscribing to this?

    We have a 3rd party that gives us NOC services, they open tickets to us so they are associated with the client's organization, but we don't want the client to necessarily see every ticket opened by the NOC team.

    Thanks!

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  • Jessie Schutz
    Zendesk team member

    Hi Yoav! Can you tell me how you're associating these users with the Organizations? Is it by email domain or something else?

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  • Bill Yeager

    I have the same issue and I associate them by email domain and manually.

     

    My problem is that we can't edit them email sent out and not that they are getting this notification. The "Organization Subscription notification" adds the comment made to the email notification which is not good for our situation.

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  • Jessie Schutz
    Zendesk team member

    Hey Bill! Sorry for the delayed response here!

    I see that you're getting assistance with this in a ticket, so I'll let our Support Team take it from here. Let us know if you need anything else!

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  • Yoav Brog

    @Jessie - we're mostly associating them by email domain, though with our NOC email we associate a dedicated user to specific organizations manually. What would suggest? How can we block users from subscribing?

    Thanks

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  • Jessie Schutz
    Zendesk team member

    Thanks for clarifying, Yoav!

    So I'd say your best bet would be to set the restriction on those client orgs so that members can only see their own tickets, and then CC people on specific tickets as needed when they need to see what's going on.

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  • Yoav Brog

    Hey Jessie,

    But I do need them to be able to see their org. tickets. Is there no way to accomplish that with giving them the option to get notified for every ticket? Can't I just block that specific option for that organization?

    Thanks,

    Yoav

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  • Jessie Schutz
    Zendesk team member

    Hi Yoav,

    Is it absolutely necessary for the NOC tickets to be associated with the client's org? If you need to clients to see all the tickets in their org, the best option would then be to associate the NOC tickets to a different org that the client can't see.

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  • Yoav Brog

    @Jessie - yes it is necessary. What do you suggest?

    Thanks

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  • Jessie Schutz
    Zendesk team member

    Hi Yoav,

    Unfortunately, I can't think of any way that you're going to be able to do this. Allowing users to see all the tickets in their Organization is an all or nothing proposition. The only thing I can think is to make all the comments on the NOC tickets private so the users can't see them. They'd still be able to see the tickets, just not the content. Otherwise I'm stumped.

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  • David Russell

    Is there a way to omit ticket comments from the email notification? We have a HIPAA PHI concern. 

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  • Jessie Schutz
    Zendesk team member

    Hi David! Welcome to the Community!

    You can definitely remove that information; all you have to do is edit each of the applicable triggers to remove the placeholder that adds the ticket comment to the email notification. However, bear in mind that unless your users have the ability to log into your Help Center so they can view their tickets, the ticket comments in the notification email are the only way they'll know what the agent comment says. 

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  • Phil

    The original problem in this ticket is still a problem: I have 3 users who at some point subscribed to organisation notifications, and there's now no way to cancel this?

    Disabling their access to the organisation's tickets is not a solution.  They should have access to them.  But they should NOT get an email for every single one.

    The comments so far suggest that you've removed the feature, but in such a way that some people are stuck with that feature enabled forever?  You do realise that that's completely insane, right?

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  • Amanda Yu
    Zendesk team member

    Hi Phil!

    To confirm, when your end-users sign in to view their activities in the customer portal, are they seeing the ability to "follow" or "unfollow" organization requests? For reference, the "follow" button will appear on the Organization Requests page:

     

    I look forward to hearing from you!

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  • Phil

    Thanks, Amanda!  I expected to find that under "Following".  Can't imagine why!

     

    Is there any way to disable users' ability to follow the entire organisation, without removing their access to view individual tickets?

     

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  • Amanda Yu
    Zendesk team member

    Hi Phil,

    Haha, the customer portal does indeed have a bunch of tabs to filter through ;)

    Regarding the ability to disable the users' ability to "follow" the entire organization, you can definitely do this by modifying some of the code in your theme. Specifically, you'll want to navigate to to the "requests_page.hbs" and remove the code that allows users to subscribe:

    Please don't hesitate to reach back out if you run into any issues!

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  • Mandy Crutchfield

    So say a different end-user for the org that is maybe an admin  wants to answer the question instead of one of our agents, and responds to the notification email. It shows as an internal response, and the requester does not see that. Is there a way to work around that?

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