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Zendesk vs Outlook Reactions
Posted Mar 06, 2024
Hi everyone,
Not sure if this is the right place to share this "bug" or if it has already been shared, but I couldn't find anything regarding it.
Often people in my organization tag me in tickets when they need additional support, I get an email to let me know and I jump in the tickets and normally answer in an internal comment.
Recently in one of these cases, after leaving my comment, I went to archive the email, but before doing so, I mistakenly reacted to that email in Outlook.
Today I found out that when I reacted to that email, it was commented publicly in the ticket, as you can see in the image below.
Does anyone know a way to prevent this from happening within Zendesk? Or is this something the Zendesk team is aware of and has plans to address it?
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3 comments
Dainne Kiara Lucena-Laxamana
Hi Daniel!
This looks to be an expected behavior at the moment wherein Outlook react emojis are reopening tickets in Zendesk & are getting added as a public comment.
In terms of it being a public comment, for that we don't have any control of it at the moment. But in terms of preventing tickets from reopening due to the react emoji, we can only provide a workaround.
This might be possible to do using a trigger that has the comment text | contains at least one of the following words condition that includes the emojis from Outlook. And in the trigger's action body, you can set the ticket status to solved or some other status other than open.
Hope this helps!
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ROM HIRSH
This is not a good enough work around - as on top of the status change it also enforces an SLA change.
It would have been much better if you would have supported the “x-ms-reactions: disallow” tag in your outgoing emails or offer another solution to better handle these
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Melissa Freeman
Chiming in here to agree that using reactions is becoming more common at my organisation. I'm not sure what I want to happen with reactions, but it's definitely not needed for everyone to get an email when someone just sends a reaction.
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