Comment update to requester shows full thread after each reply - how do I stop this?

12 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey there,

    Can you provide a screenshot of the Notify requester of comment update trigger you have set up so we can take a look? If you're using that placeholder there shouldn't be an issue here. Have you tested this with a new ticket or is this an existing ticket that was created prior to you altering the placeholder?

    Let me know!

    0
  • Inquiry

    Hi Brett,

    Thank you for getting back to me so quickly. I am including the screenshot below.

     

    Best,

    David

    0
  • Brett Bowser
    Zendesk Community Team

    Thanks David!

    I went ahead and removed your previous screenshot as it contained some sensitive information like email addresses and phone numbers :)

    Did you have a chance to test on a new ticket by chance to see if it shows the whole comment thread?

    Let me know!

    0
  • Inquiry

    Thank you for doing that Brett. I am working on a few emails right now and will let you know how it goes. 

     

    Best,
    David

    0
  • Inquiry

    Hi Brett,

    The issue is still occurring. 

     

    Just to confirm, 

    I am the administrator on this acct. 

    0
  • Brett Bowser
    Zendesk Community Team

    Thanks David!

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

    Cheers!

    0
  • Inquiry

    Hi Brett, Just seeing if there were any updates?

     

    Thank you,

    David

    0
  • Brett Bowser
    Zendesk Community Team

    Hi David,

    I have created that ticket on your behalf and you should have received an email with your ticket number. I see it's assigned over to our Customer Advocacy team and they're looking into your ticket.

    Cheers!

    0
  • Inquiry

    Hi Brett,

     

    I have not received a ticket reply yet.

     

    Thank you,

    David

    0
  • Brett Bowser
    Zendesk Community Team

    Hi David,

    It looks like one of our Customer Advocates was able to contact you through a ticket :)

    They will continue working with you there.

    Cheers!

    0
  • Tamara Tankosić

    Hello, just following up on this as we have a similar issue. When sending replies to clients the whole thread shows up each time and the worst thing is it keeps repeating itself so after a couple of emails we get a thread of 30+ messages. It is quite hard for both our clients and ourselves to dig through to find a solution then!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Tamara,

    I replied to your comment on the following post: How do I remove the full thread from each response?

    Let me know if you continue to experience issues on your end.

    Cheers!

    0

Please sign in to leave a comment.

Powered by Zendesk