• Brett Bowser

  • August 29, 2019 13:56

  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!

• Inquiry

  • August 29, 2019 14:50

  Hi Brett,

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

   

  Best,

  David

• Brett Bowser

  • August 29, 2019 15:00

  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!

• Inquiry

  • August 29, 2019 15:37

  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

• Inquiry

  • August 29, 2019 19:47

  Hi Brett,

  The issue is still occurring. 

   

  Just to confirm, 

  I am the administrator on this acct. 

• Brett Bowser

  • August 29, 2019 19:54

  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!

• Inquiry

  • August 30, 2019 16:43

  Hi Brett, Just seeing if there were any updates?

   

  Thank you,

  David

• Brett Bowser

  • August 30, 2019 19:20

  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!

• Inquiry

  • August 30, 2019 20:33

  Hi Brett,

   

  I have not received a ticket reply yet.

   

  Thank you,

  David

• Brett Bowser

  • September 03, 2019 16:20

  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!

• Tamara Tankosić

  • November 14, 2019 11:28

  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!

• Brett Bowser

  • November 14, 2019 16:02

  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!

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