Hidden text in emails.

8 Comments

  • Jennifer Rowe

    Thanks for sharing this tip, Kevin!

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  • Justin Graves

    Kevin- Can you please explain your use case? I don't understand when I would want to hide text in an email. Usually I email users so they can read the text I'm sending to them. I'm sure you have some brilliant reason and I'd love to learn it.  Thanks :)

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  • Jessie Schutz

    @Justin - IIRC from the post where he initially laid this tip out, there are cases when they use a macro with a Public reply for their customers, but it also includes instructions or information that are for agent eyes only. This tip is a way to make it so these instructions can be included, but won't be visible to the end-user if the agent doesn't remember to delete them. 

    We have several macros like that here at Zendesk; we built them so that they are added as Internal comments by default. This provides a visual cue for agents, along with some markdown to make them stand out from the rest of the text, to help remind us that we need to remove those instructions. It has the added bonus of adding the comment internally if we have an over-anxious clicker-finger, giving us the opportunity to fix the mistake before sending our response publicly. :) These two things work together pretty well for us as far as I can tell.

    I think Kevin's tip is really awesome though, for folks who want to make that process even more automated! Thanks for sharing, Kevin!

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  • Jennifer Rowe

    Justin has a good point--that without the context, users might not understand how awesome this tip is. Thanks for explaining Jessie!

    Maybe we can add the use case to the top of the article.

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  • Justin Graves

    Very cool. I know exactly how I'm going to use this now.

    We have a macro that adds a public comment that we want a CC to get. Since there's not an elegant way to add a cc via a macro yet, the text of the public comment has a big notification to the agent asking them to add the CC and remove that notification text.  Now we can simplify and just say add the CC. This will save agents some clicking and deleting of the notification text.  Very nice!

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  • Berna Comertoglu

    Again, Kevin this is brilliant! Thanks!

    I tried it out many times and since we have only one short sentence on some macro's that are for agent eyes only, I cut it down a bit and used only this part:

    {% if content contains 'THIS INSTRUCTION PART NEEDS TO BE HIDDEN' %}
    {% endif %}

     

    It does work quite well!

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  • Jennifer Rowe

    Hey Kevin,

    Thanks for adding the use cases to the introduction!

    I added a few headings to break up the tip. Hope that's cool. :)

    We'll promote this tip in social next week so others can discover it.

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  • Mark

    Does anybody know how to do the same, but for multiple locations in the same ticket description?

    Here's what I tried:

    Hi John,
    How are you?
    qaz1
    this should be hidden
    qaz1
    thank you for your business,
    qaz1
    this should be hidden
    qaz1

    ___________

    However, after the first 'qaz1' everything was cut off. This makes sense, since the command is to skip from the first "qaz1" to the last "qaz1", so the middle 2 aren't a factor.

     {% if content contains 'qaz1' %} {{content | split:"qaz1" | first}} {{content | split:"qaz1" | last}} {% else %} {{content}} {% endif %}
    Next, I figured, I'd try to add a second string to be skipped: "zaq1" 
     
    Hi John,
    How are you?
    zaq1
    this should be hidden
    zaq1
    thank you for your business,
    qaz1
    this should be hidden
    qaz1
     
    However, no matter what I do, "zaq1" shows up in every email. Here's what I tried:
     
    {% if content contains 'qaz1' %} {{content | split:"qaz1" | first}} {{content | split:"qaz1" | last}} {% else %} {{content}} {% endif %}
    {
    % if content contains 'zaq1' %} {{content | split:"zaq1" | first}} {{content | split:"zaq1" | last}} {% else %} {{content}} {% endif %}
    {% if content contains 'qaz1' %} {{content | split:"qaz1" | first}} {{content | split:"qaz1" | last}} {% elsif content contains 'zaq1' %} {{content | split:"zaq1" | first}} {{content | split:"zaq1" | last}} {% else %} {{content}} {% endif %}
     {% if content contains 'qaz1' %} {{content | split:"qaz1" | first}} {{content | split:"qaz1" | last}}  {% if content contains'zaq1' %} {{content | split:"zaq1" | first}} {{content | split:"zaq1" | last}} {% else %} {{content}} {% endif %} {% endif %}


    Any ideas?

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