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Benjamin Kirsch
Joined Apr 14, 2021
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Last activity Feb 20, 2025
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Latest activity by Benjamin Kirsch
Benjamin Kirsch commented,
Hi Sydney, regarding Milena's question, she had asked it here but to summarize the answer, this feature will work External Addresses that are connected via Email Forwarding. Other External Address connected via methods such as the Gmail Connector, SMTP Connector, or Exchange Connector are follow-on improvements that we're considering, which is called out in the note at the top of this article.
For the other two points, those are things that I'm tracking as follow-on improvements and I'll get the article updated to reflect that this initial release doesn't cover Side Conversations or a use case in which an identity doesn't have an email address.
For the use case in which a user doesn't have an email address on their identity, there is already a warning in the Composer notifying an agent of that. I understand that your ideal scenario would be to have that warning in this feature's UI (and I'm definitely tracking that), but just wanted to bring up this other feature in case you any feedback I can pass along to the team that implemented it.
View comment · Posted Feb 20, 2025 · Benjamin Kirsch
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Benjamin Kirsch commented,
Hey all, really appreciate the engagement on this post! Glad to see everyone excited about the feature and providing feedback. There’s a few questions so will do my best to get them answered here:
Mare Donohue For your first question, this is something that we can consider adding in the future! I'll track this feedback as a feature request. A potential solution for your request could be achieved by using the system tag we are adding to the ticket any time there is a failure: that tag could be used in an automation to send out an email to a specific address.
For your second question about Suspended Tickets, that is already possible and discussed in this HC article.
mfg At this time, that is all functionality that we are considering as a part of incremental improvements we will be making to the feature in the future. I’ve jotted these down as feedback and will continue tracking them! In the meantime, the Email Notifications API can be used to programmatically access the data powering the feature.
Robby Lawrence at this first release Side Conversations will not be covered. I'll take your feedback and chat with the Side Conversations team about this. I agree, getting this feature included in Side Conversations will be important.
Ronit Gieske As mentioned in the Announcement, the feature will be rolling out over a 2 week period from Feb 10, 2025 to Feb 24, 2025, so it may take some more time for it to be available in your account. Also, to clarify, the use case you have described is already addressed by another feature mentioned here.
View comment · Posted Feb 12, 2025 · Benjamin Kirsch
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Benjamin Kirsch commented,
Hi Jon Thorne at this first release Side Conversations will not be covered. I'll take your feedback and chat with the Side Conversations team about this. I agree, getting this feature included in Side Conversations will be important.
View comment · Posted Feb 12, 2025 · Benjamin Kirsch
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Benjamin Kirsch commented,
Hey Philipp Metzdorf, that feature already exists within the To and CCs section of the Composer . See “Step 5” under the To CC a user from the ticket interface section.
If you have any feedback on that feature I can pass it along to the PM and team that implemented that!
View comment · Posted Feb 11, 2025 · Benjamin Kirsch
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Benjamin Kirsch commented,
Hi Milena Rusanova, sorry for the confusion there. We've updated that note to be clearer and it now states “Note: This feature does not currently apply to email sent via the Gmail Connector, Authenticated SMTP Connector, and Exchange Connector (EAP).”
Email Status will work for External Support Addresses set up via the Email Forwarding feature. Based on your comment, it seems like your Support Addresses are set up via that Email Forwarding feature, so you should be covered.
View comment · Posted Feb 11, 2025 · Benjamin Kirsch
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Benjamin Kirsch created an article,
Announced on | Rollout starts | Rollout ends |
February 10, 2025 | February 10, 2025 | February 24, 2025 |
Agent Workspace now shows when an outbound email failed to be delivered to its intended recipients along with the error code associated with that failure. This helps agents understand what next steps they need to take to reach their ticket’s end user.
This announcement includes the following topics:
What's changing?
Zendesk has delivered a new capability for Agent Workspace that enhances the visibility of outbound email delivery failures and surfaces those delivery failures in the Support UI. This change impacts all Agent Workspace users, providing them with error codes and context when emails associated with ticket updates are not successfully delivered. The new functionality significantly improves the efficiency of customer service interactions by enabling agents to quickly identify and resolve email delivery issues.
The system_email_notification_failure ticket tag is added to tickets with outbound email delivery failures, allowing you to create views or search for these tickets.
A new public Email Notifications API has been released so that the data that powers this new experience can be programmatically accessed.
Why is Zendesk making this change?
Zendesk is committed to enhancing the Agent Workspace experience by offering deeper insights into email communications. Email notifications and threaded email conversations are foundational to our customer service model.
When email messages fail to reach their intended recipients, it disrupts the support process and can hinder agents' ability to assist customers effectively. By providing clear notifications and error codes, we aim to empower agents to resolve these issues more efficiently and maintain high levels of customer satisfaction.
What do I need to do?
There’s no action associated with this change. You will begin noticing new elements in the header information for any outbound email message in the ticket conversation and the ticket events log to indicate if an email failed to be delivered to a recipient.
You can gain additional insights by using your cursor to click on the failure icon to get information about the specific failure reason and can refer to our documentation to determine how to troubleshoot. Additionally, ticket events will have more information about the triggers that generated the failed message for further troubleshooting.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Feb 18, 2025 · Benjamin Kirsch
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Benjamin Kirsch commented,
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
View comment · Posted Dec 02, 2024 · Benjamin Kirsch
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Benjamin Kirsch created an article,
Announced on: November 18, 2024
Zendesk is introducing changes to how inbound email replies to ticket notifications are associated with the existing referenced ticket (also referred to as “threading”), and we’re providing this announcement to help customers understand these changes.
This announcement includes the following topics:
What's new?
Previously, Zendesk included sequential ticket IDs in the “Reply-to” headers in outbound ticket notification emails sent to end users, and allowed these sequential ticket IDs located in an incoming email reply to be used for threading in certain scenarios. This meant reply emails from your end users would be sent to support+id@.zendesk.com
.
On October 23rd, we updated the “Reply-to” headers in ticket notification emails sent to end users to use encoded IDs instead of sequential ticket IDs. Recently, we also replaced sequential ticket IDs with encoded IDs as a reference for the ticket threading process. This means that sequential ticket IDs will no longer be used for threading inbound emails into tickets. As such, replies to outbound ticket notification emails that were sent to end users prior to October 23 and contain sequential ticket IDs in the “Reply-to” header may create new tickets instead of threading if the encoded ID is not present anywhere in the email.
Why did Zendesk make this change?
These changes were made as part of our continuing commitment to helping protect and enhance the security of our customers’ data.
What do I need to do?
Nothing. The occurrence of ticket ID threading was fairly rare for most accounts, and these changes have been automatically implemented going forward. For more information about the email threading process, including encoded IDs, see How are incoming emails threaded to tickets?
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Nov 18, 2024 · Benjamin Kirsch
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Benjamin Kirsch commented,
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
View comment · Posted Oct 24, 2024 · Benjamin Kirsch
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Benjamin Kirsch commented,
Hey all, thank you for this feedback around increasing the reporting capabilities for Suspended Tickets. I definitely agree that a adding a tag could be a good first step here. To confirm, this work isn't on our roadmap right now, but I'm tracking it internally and will watch for more requests and feedback in this area.
View comment · Posted Sep 17, 2024 · Benjamin Kirsch
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