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Guy Dee's Avatar

Guy Dee

Joined Apr 14, 2021

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Last activity Sep 22, 2022

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ACTIVITY OVERVIEW

Latest activity by Guy Dee

Guy Dee created an article,

ArticleHelp with support and ticketing

Question

When using the placeholder {{ticket.title}} in a trigger or automation, the placeholder doesn't render the ticket subject and instead displays Untitled ticket. How do I stop that?

Answer

The placeholder {{ticket.title}} displays as Untitled ticket when it's used in a notification sent to an end user from a ticket without public comments.

When a ticket has no public comments it is considered a private ticket and is invisible to end users. As private tickets aren't visible to end -users, Zendesk won't send information from these tickets in notifications to end users.

To prevent this from happening, ensure there is at least one public comment on the ticket, making it visible to end users. For more information, see this article: Adding comments to tickets.

Edited Dec 14, 2022 · Guy Dee

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Guy Dee created an article,

ArticleHelp with sales

Question

I am a Zendesk Sell customer who signed up after January 6th, 2020. How do I find my Zendesk subdomain? 

Answer

If you're already signed in to Sell, you can find your Zendesk subdomain by visiting your user profile settings in Sell.

To find the subdomain

  1. From the Sell dashboard, click the Settings icon on the lefthand sidebar.
  2. From your Profile settings page, choose Edit Profile.
  3. The Admin Center opens. The URL of this page will include your Zendesk subdomain at the start of the URL.

Request an email

You can also get a list of Zendesk subdomains associated with your email address from the Login reminder page. Type your email address, and you will receive your subdomain via email. Check your inbox's spam folder if you don't receive the email. Alternatively, this means there is no account with the chosen email address.

Edited Jul 26, 2023 · Guy Dee

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Guy Dee created an article,

ArticleHelp with email

Issue symptoms

My agents are making updates to tickets that do not include a public comment. However, customers still receive an email notification informing them the ticket was updated. How do I turn off blank email notifications for my customers or agents?

Resolution steps

This email notification indicates that at least one trigger is configured to send an email notification to customers from a ticket update. However, the affected trigger doesn’t check whether or not a public comment is present.

Locate this trigger by searching for the Email notification event in the events of the ticket. For directions, see the article: How to tell if Zendesk Support is sending email notifications to customers. The event includes a link to the trigger that generated the email notification. 

To limit the trigger to fire only when a comment is present

  • Add the below condition to the Meet ALL of the following conditions section:
    • Object > Ticket > Comment | Is | Present, and requester can see the comment 
Note: If an agent includes a public comment and the email notification sent to the customer is still blank, your trigger may be missing a placeholder within the Email body under Actions. Placeholders such as {{ticket.comments_formatted}} are necessary to include a new comment within an email notification. For more information, see the article: Using placeholders.

Edited Nov 28, 2023 · Guy Dee

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