Feature Request: Add the ability to customize the organization subscription email
Feature Request:
Add the ability to customize the organization subscription email that is sent to followers of an organization
Example/Use Cases/Proof of End-Users Requesting:
Description:
Through the Guide a user is able to subscribe to an organization's tickets. This means that they will receive an email whenever a ticket is created and/or updated for the organization. This is a great feature since there is no way currently to add a CC to a ticket that is not an agent. The issue is that this email has no way to customize it to match all other emails sent out by the support desk.
Use Case:
My organization has a very specific template that is used to send out emails. This is to ensure that all emails have the same look and feel as well as help the end-user identify what part of the organization they are dealing with. We also planned on adding links to the appropriate helpdesk articles on this template but that may not work as we cannot control the emails sent to users that want to follow tickets. This is an issue as we have no way of adding specified users to be CC'd or followers on the ticket automatically.
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Hello Alejandro,
May I ask is there any news regarding the implementation of this feature request?
Please check https://support.zendesk.com/hc/en-us/community/posts/4409152857370-Organization-Follow-button-modification as my problem is similar, however we would like to have an option to hide the content of a ticket in the mail notificationThank you in advance!
Regards, -
I am also interested in this request. Our tickets occasionally have PII in them, which simply cannot be sent out via insecure emails, which is what Zendesk currently does. We need to be able to redact comments/ticket summaries from all emails in Zendesk.
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hello,
same request here.
Please Zendesk, add same features as CCs and Followers
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I've also made a ticket for this issue: https://support.zendesk.com/hc/en-us/community/posts/5265819067674-Need-to-change-the-e-mail-template-for-a-follower-of-an-organization
It should be high on the priority list.
Need to change the e-mail template for a follower of an organization
December 30, 2022The e-mail that is sent nowadays does not meet our standard of sending e-mail. So we desperately need to change it. As i understand from Julia that is not possible.The end-user follows all tickets of an organization in Guide > name > Requests > Requests from organization >[Organization] > ‘Follow’.
And gets this e-mail:
Subject: <subject defined in template that we cannot change>
To: name and e-mail adres of end-user
Body: <body defined in template that we cannot change>
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