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Emails sent are not shown in the ticket when sent by trigger



Posted Apr 01, 2021

Hi,

When you create a trigger to send an email to the customer that for instance the ticket is closed etc these mails are not shown in the tickets thread.

In my opinion all communication with a customer should be placed in a ticket. This for reference for other agents and to see and check these messages are sent in the right manner.

Can it be arranged that these mails are inserted in the ticket?
And if not, can it be arranged that there is a possibility to create a private note in the ticket that you can fill in with text?

I know you can create and insert tags for this but this is not what we want

Cheers,
Maarten

 


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7 comments

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ZZ Graeme Carmichael

Community Moderator

Maarten

I hope I can help you with this,

By default, you only see the 'conversation' as you look at a ticket. This is likely to be of most interest to the Agent and reduces clutter. 

But all notifications, triggers and automation are shown against each ticket. Look for the drop down menu near the start of the ticket comments:

...change the selection to 'Events' and you will find more detail on each change to a ticket.

 

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This would be very helpful. All communication to a customer should show in the ticket conversation.

 

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Hello, wondering if this is now available without having to look at the events of a ticket? Our agents would like to see what emails go out via triggers to the end user in the entire ticket conversation. 

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Tara McCann

Community Product Feedback Specialist

Hello Krsitine and all, 
 
Thank you for taking the time to provide us with your feedback. The best way to see interactions related to a specific ticket is to review the events panel in the Agent Workspace. 
 
Can you help us understand a bit more about what you're looking for in the ticket? As an agent, what would you like to see and what would this achieve for you? Is there something different you're looking for than what can be found in the events panel and what would having it in the ticket give you that you don't have today?

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By default, conversations are shown. If an email was sent as part of a trigger, it's not obvious it was sent as it doesn't show in the conversation. I don't believe Agents should have to review the events of every ticket, every time, just to check if an email was possibly sent from a trigger somewhere in the conversation. Plus, the event shows the trigger, but not the content sent to the end user.

I was able to kind of work around this by having a trigger send a webhook to the Zendesk API to add a message to the ticket, which then shows in the conversation. This is painful because any messaging has to be converted to JSON format for the webhook.

 

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Shawna James

Community Product Feedback Specialist

Thank you for sharing more of your perspective Justin, we appreciate these insights. Please know that this feedback has been logged for our PM team to review. We appreciate you taking the time to provide us with this feedback!

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This should be a prioritized matter to initiate on your developments. I was surprised that this was the case. I agree with all above that the agents should see all interactions directly in the ticket. Use Event is not optimal and not efficient, ticket cost also increases for this extra step plus is not giving a clear view.

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