How to email ticket info automatically to Non-Agents

34 Comments

  • Andrew J
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    Slight mistake - for the trigger should read "Ticket: Status      >Less than             >Closed"

    It has been corrected in the text.

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  • Jennifer Rowe
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    Thanks for sharing this, Andrew!

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  • Carolin Matthoff
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    This works really well for us, thank you!

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  • Andrew J
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    Hello Caroline,  

     

    Glad you like it. We have been using this for several weeks now and it seems to be going nicely.  

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  • Dave Trumbull
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    Hi,

    I've started using this to notify non-agents when a particular type of ticket comes in. The problem I'm having is they can't simply reply to the email to append a comment to the ticket. Their reply creates a whole new ticket.

    Any way around this?

    Thanks,

    Dave

     

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  • Laura Desmond-Black
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    Hi Dave, 

    This is expected behavior for replies to email target notifications. Since the reply is coming from someone who is not part of the ticket (and possibly not even associated with Zendesk) Zendesk won't append the reply to the existing ticket, you'd have to merge the new one with the old one. You can do this with private notes so as not to notify the requester of the original ticket about an update. 

    If you want to be able to have the replies update the existing ticket they would need to be a CC (which may be too revealing and could lead to unintended information being added in public comments) or an agent. 

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  • Jelmer
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    Thanks for the step by step tutorial. Works like a charm!

    But is there a way that the created forward also sends attached documents from the ticket?!

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  • Andrew J
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    Hello Jelmer,

    Try adding this to the trigger message.  It will give the link to the attachment.  Only any use to someone that is not an agent if you do not have private attachments turned on.

    {% for comment in ticket.comments %}

    Comment: {{comment.created_at}} {{comment.author.name}} {{comment.value}}

    Attachment: {% for attachment in comment.attachments %} {{attachment.filename}} {{attachment.url}}

    {% endfor %}

    {% endfor %}

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  • Jennifer Rowe
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    Hey Andrew, thanks for posting the answer!

    And nice to see you. :)

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  • Andrew J
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    Yup - I am still here.

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  • Jelmer
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    Thanks! :-)

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  • Kristof Van Kriekingen
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    Thanks for sharing, I wonder how I could not have seen this post yet!
    To bad it only works for an update but I will look into it a bit myself now xD

    Question though about:

    1. Ticket: Is…           Updated
    2. Ticket: Tags         Contains at least one of the following     mike_notify
    3. Ticket: Status      >Less than             >Closed

    What happens here if you change 1 --> Ticket is... New 
    So:

    • Ticket: Is…           New
      • Ticket: Tags         Contains at least one of the following     mike_notify
      • Ticket: Status      >Less than             >Closed

    And you give a specific organization the tag: mike_notify

    Each new ticket would have the tag ( for that organization )
    Wouldn't that work? ( And ditch the macro ) or am I overviewing something here.
    Are you able to create an automated fill in end-user CC's email for each new ticket of an organization?

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  • Andrew J
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    @Kristof - it depends what you are trying to achieve.  We wanted to select when and who the request was passed to - you could use this to email an account manager and NOT close the ticket, or to close all tickets from an organisation and email someone else. 

    Please let us know what you decide and how you use it.

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  • Kristof Van Kriekingen
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    Hmm I think I see what you mean, I'm going to try and play around a bit with it :)
    Thanks for the feedback

    Kind regards
    Kristof

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  • michael jack
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    Make the modification, and deactivate the original, so you can always return home if something goes awry.

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  • michael jack
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    The problem I'm having is they can't simply reply to the email to append a comment to the ticket. Their reply creates a whole new ticket.

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  • Andrew J
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    Hello Michael,

    If you wanted the person to continue the conversation in the ticket - you either add them to the ticket as a CC or make them an agent and assign the ticket to them.  The entire intention of this is to move the request outside the helpdesk.

    Our message to the 'non-agent' is very clear that they must now contact the person directly.  You could use more 'persuasive' wording if needed in the trigger.

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  • Andrew Rogencamp
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    I want to use this feature to facilitate mentions to our development team who are not Zendesk users (they use TFS). We have a trigger set up to email the target when a @Andrew for example is on the ticket. 100% of these comments are all marked as internal - but because the target is not an agent - when they get the email - all of the internal comments are not there - how do I solve this? 

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  • Andrew J
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    Hello Andrew - not 100% sure on this, but the trigger that sends the message to the non-agent target - you should be able to use a placeholder for the full comment stream, not just public comments.

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  • Richard Lussier
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    I am having the same issue as Andrew, the private comments are now coming through.

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  • Laura Wickesberg
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    I'm having the same issue, it's only showing public comments, none of the internal comments

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  • Andrew J
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    Possibly the private comments are specifically withheld based on the email address?  So you are sure you are using the full ticket comment stream?  Public and Private?

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  • Laura Wickesberg
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    Not sure why private comments would be specifically withheld from the email, I haven't blacklisted anyone or set anything as I'm sending to targets within the organization.

    I am using the syntax {{ticket.comments_formatted}} so I assume that would be all comments versus  {{ticket.public_comments_formatted}}

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  • Andrew J
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    Hello Laura, 

    'Ticket comments formatted' would be the standard variable display, which means that agents can see private comments, and users cannot. See -Zendesk Support placeholders reference

     

    I suspect that unless the receiving email is for an agent, the private comments will be hidden - it's possible that how this works in targets may have changed since this was written.  But I don't think I was worried about that when I wrote it.

    This may will be possible using liquid - see Using-Liquid-markup-to-customize-comments-and-email-notifications

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  • Andrew J
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    Will see if one of the liquid experts in the mod team can help :)

     

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  • Matt Winer
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    Any way to setup an email target to go to more then one person.  I need to notify my leadership team.  Seems silly to setup one target per email.

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  • Dan Cooper
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    Hi Matt,

    We use distribution groups in our targets to send to multiple people and it works out really well for us.

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  • David Scczerak
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    @Andrew J .... I'm in need of this same feature

    (the ability to have both public and private comments pushed to my target using "notify target - email")

    Have your mod team members come up with a way to do this?

     

    The use case here is essentially escalating tickets to outside teams.

    For instance, if an issue comes up that requires a legal consultation, the external legal advisor needs to see the full ticket thread with all comments.

     

    I looked at the liquid markup page you linked, and didn't see anything that spoke to the issue of including private comments.

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  • Andrew J
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    Hello David, nothing about liquid has come back to me.

    For your use case, I'd suggest forwarding one our your notification emails directly to the lawyer.

    Fundamentally, private comments are 'agent only', to allow these to go to non-agents is both dangerous (private data could get sent to a user), and not good business sense for Zendesk (basically allowing non-agents to act as agents)

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  • David Scczerak
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    Thanks for the reply Andrew.
    Certainly the idea of forwarding emails to third parties had occurred to us as well, but it doesn't allow the tracking of those requests the way that setting a tag and notifying a target does.

    In addition, most of our agents don't get notification emails when the update a ticket themselves. The email notifications are only triggered when a non-self agent updates a ticket. So generating a current email to "self" that can then be forwarded is a hassle.

    Another use case where a full thread of comments would be very handy is in sending threads to an external system. For example, our development group uses a tracking system they built in house. Currently the process of sending a ticket to the dev group is manual, but the ability to send the full thread would allow us to close out the zendesk ticket, and at the same time create a project in the devgroup tracking system complete with all details and attachments.

    I understand your points, but disagree slightly. sending full thread emails to targets wouldn't create false-agents... since "replies" to those emails aren't threaded into the original ticket. Instead they spawn new tickets... so the external targets can't act like agents, since they can only receive information. if they send information, it is received just like from any email address in an open zendesk setup... as a new ticket.

    So the bottom line is that once again I'm left high and dry... with a use case that isn't supported, but must be followed regardless. Nothing new, just frustrating.

    Have a good day.

     

    P.S. official prediction. One day someone is going to create a ticket system geared towards small companies, with few, if any, mandated workflows... and they will sweep the small business market. Zendesk and her competitors will still own the enterprise market, but the small business segment will jump ship in a heartbeat. --david-circa-2017

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