Is there a way to keep Ticket replies strictly within Zendesk?

19 Comments

  • Seth Wylie
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    Hi,

    All emails sent from Zendesk as part of the ticket workflow are sent via your Triggers, which are fully configurable. You can get started here: https://support.zendesk.com/hc/en-us/articles/203662246-About-triggers-and-how-they-work

    The exception is if you allow users to be "CC"ed on your tickets. To customize the email that gets sent to CC'd users, you'll want to go to Settings > Tickets (more info here: https://support.zendesk.com/hc/en-us/articles/203661606-Configuring-CC-permissions-and-notifications)

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  • Michael Stone
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    Hey there,

    I would check your Triggers, find the trigger that sends the email on these public updates, and remove the comment placeholder from the message.

    In our case, we would remove {{ticket.comments_formatted}} from our template.

    Screenshot: http://screencast.com/t/cXyDzF1Pxtm

    Hope this helps.

    Mike

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  • Graeme Carmichael
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    Leonwatsona

    To keep ticket detail out of email, you need to modify any trigger or automation that sends a notification. Remove placeholders such as

    • {{ticket.comments_formatted}}

    Typically, notifications are sent on receipt, agent updates, when solving tickets and when chasing customer responses on pending tickets.

    Also, under Admin>Settings>Tickets, you should disable CCs on tickets. Public comments are CCed to customers regardless of your triggers.

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  • Leonwatsona
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    Thank you all guys, helped a lot !!!

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  • Leonwatsona
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    Now that I have removed http://{{ticket.url}} I have noticed i get a URL to a liquid that doesn't exist ? Any idea on that ?

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  • Leonwatsona
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    These are my Triggers that I am trying to modify

    When I modify the first one alone I get a error message, when I do the second alone I get the same message. When I do them both together I get the exact same error message I don't know where i could be going wrong?? I am adding http://{ticket.url}} in place of the {{ticket.comments_formatted}}

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  • Seth Wylie
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    hrm, what's the error message?

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  • Leonwatsona
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    once i finish deleting the {{ticket.comment_formatted}} and replace it with http://{{ticket.url}} I get a http://Liquid..NULL..etc. error and doesn't give me any info nor the ability to reply to the ticket. 

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  • Seth Wylie
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    Aha -- you shouldn't need to put "http://" in front of {{ticket.url}} -- perhaps that's what's tripping things up?

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  • Leonwatsona
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    this is now the error i receive after removing http://

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  • Serge Payette
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    @Leonwatsona,

      Seems like recent changes took place that may affected placeholders.  For example {{ticket.link}} is showing up in "View available placeholders" but doesn't pop-up from auto-fill when typing-in.  For {{ticket.url}} it's the other way around, not present in ""View available placeholders" but popping-up with auto-fill.

      From the error you're getting (I'm having the same results here) it looks like the system is seeing a Split filter despite the fact that there's none.  I tried different ways to overcome it however with no success as of now.  More details on Liquid filters here and here.

     

    Rgds

    Serge

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  • Jessie Schutz
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    Hey guys!

    I'm looping Support into this conversation to see if we can get any more information on what might be happening here. We'll keep you posted!

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  • Matt Hoffman
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    @Leonwatsona - along the lines of what Jessie mentioned above, I think I'd like to to take this to a ticket in order to get a closer look at the situation. Keep an eye on your email and we can take it from there - thanks!

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  • Clifton Hatfield
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    Any updates on this one. I'm seeing the same error when adding the {{ticket.url}} placeholder in the Settings > Tickets > CC email text

    Thank you

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  • Matt Hoffman
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    Hey Clifton -

    I played around with that placeholder in my cc's area of a test account and was unable to get it to misbehave - I'm going to reach out to you via ticket so we can take a closer look.

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  • Serge Payette
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    @Matt,

      Seems like something has been recently changed on ZD's code as it now works fine for me too.  Both {{ticket.url}} and {{ticket.link}} are now working properly on my side as I'm no longer getting the Liquid Split error as I did back on Nov 1st (see my post above).

      That being said, there's still a mismatch wrt to "Available placeholders" list and what's popping-up when typing as describe in that same post I referred to .  To recap, the situation is:

                          ************************************

      {{ticket.link}} is showing up in "View available placeholders" but doesn't pop-up from auto-fill when typing-in.  For {{ticket.url}} it's the other way around, not present in ""View available placeholders" but popping-up with auto-fill.

                          ************************************

     Rgds

    Serge

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  • Matt Hoffman
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    @Serge - Thanks for your close eye - we appreciate it! We are currently reviewing our placeholders list and autocomplete functionality to get the inconsistencies ironed out. If anything else comes up on this topic just drop us a line at support@zendesk.com.

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  • Eli Webster
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    Hey, I know this thread is a year old, but this started happening again.

    {{ticket.url}} is producing the above error with the Liquid Split

    {{ticket.link}} is producing nothing at all.

    This is a big problem for me and looks really unprofessional. Can you please fix this ASAP?

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  • Jessie Schutz
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    Hey Eli! Sorry for the delayed response on this one. I see that you were able to get help in a ticket, though. Let us know if you need anything else!

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