Benjamin Kirsch
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Total activity24
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Last activity
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Member since
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Following0 users
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Activity overview
Latest activity by Benjamin Kirsch-
Benjamin Kirsch commented,
Hi Matthew, thanks for the question! This feature is tied directly to a new set of placeholders that are now available within Support. To enable the new email experience with your Support instanc...
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Benjamin Kirsch commented,
Hi all, thank you for bringing up the issue about agent's personal emails being surfaced! We're working on a fix for this now and I'll update back in this thread when we have it resolved.
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Benjamin Kirsch commented,
Hi Ryan, yes, that should mean you have access to the Simplified Email Threading Experience. To double check, you can always see if you have access to the {{ticket.latest_comment_html}} and {{tick...
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Benjamin Kirsch commented,
Hi Rafael, thanks for the question. We are still in the process of rolling out Simplified Email Threading to all customers, so the placeholders should be available to you within the the next week....
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Benjamin Kirsch commented,
Hi Rafael, thanks for the question! The {{quoted_content}} placeholder is the threaded message history that will be folded/hidden under the ellipses within an email client.
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Benjamin Kirsch commented,
Hi Kyle, If the requester of the closed ticket is present on the email creating the follow-up ticket, then that person will be the requester on the follow-up ticket. If the requester of the closed ...
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Benjamin Kirsch commented,
Official comment Hi everyone, I just wanted to touch base to say that we're planning to start work on this later in the year (this work is the next project up on the roadmap). We're not able to provide an estimate ...
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Benjamin Kirsch commented,
Hi Tim G, that is correct, this update is only for the CCs/Followers feature. All the best, Ben
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Benjamin Kirsch commented,
Hi all, thank you for brining up this use case. The scenario of multiple support addresses being included in the "To:" header of emails is something that our teams are actively working on at the m...
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Benjamin Kirsch created an article,
Announcing security improvement for CCs in follow-up tickets created via email
Announced on Rollout starts Rollout ends February 10, 2022 April 12, 2022 April 12, 2022 Zendesk is changing the way CCs are added to follow-up tickets, to better align with security best-p...