Unable to view tickets in the "Requests I'm CC'd on section" of guide.

7 Comments

  • Maggie Ungerboeck
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    Hi Matthew,

    Is that ticket showing under your CC'd ticket list in Zendesk for that user in the back end (the second screenshot)? Or is it not showing in either the Guide or in Zendesk? 

    Thanks,
    Maggie

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  • Matthew Bridges
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    Hi Maggie,

    It's in the guide section where the tickets are not visible, they can be seen when viewing the End User in Zendesk.

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  • Matthew Bridges
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    For example I would expect the 7 tickets you can see references in the second screenshot to be visible in the first  screenshot showing "Requests I'm CC'd on".

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  • Maggie Ungerboeck
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    Hi Matthew,

    Thanks for the additional info - do you use custom template pages? If you use a generic Zendesk template, are you able to see them then? Thinking it's maybe a code problem on that page. I'm doing some blind troubleshooting here because I'm not seeing the same problem in my Zendesk instance so sorry for all the questions! 

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  • Maggie Ungerboeck
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    One thing I just found was that if the notes on the ticket are all internal, then they don't show in that CC list. Do those tickets have public replies/comments on those tickets?

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  • Matthew Bridges
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    Yes, we have got some custom templates, but they're only rearranging the navigation bar a little, and as mentioned, I have seen the tickets render once before.

    My current working theory is that I've confused the systems with the way I've been using emails for my admin and my end user. 

    There's a trick you can do using a single email address to create multiple users, you just suffix your email address with +something.

    ie, you could register an account for matthew@zendesk.com and matthew+test@zendesk.com. Notifications for both would be received into the same inbox, but create distinct users.

    I'm going to create some new distinct email accounts and try again fresh.

     

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  • Maggie Ungerboeck
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    Let me know what you find with the distinct email accounts and if that solves the problem. I'm curious to know the answer! Sorry I couldn't be of more help!

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