Gaz Armes

I've just found this thread after having this same issue constantly with another party who also uses the Follow function.
We removed this from our own Zendesk and went back to the standard CC's as this was causing so many problems for our end users. Some people simply forget to click the “Reply-All” and then all the cc's are removed without them knowing. This is cumbersome for the Agent to then re-add in all the CC's who were originally on the ticket.
I completely agree with all the comments above that this function does not work in the intended manner, and you should give the option to Override this feature.
That being said, the problem with switching back is that you then have to re-add into all your triggers the include CC's.
What should have happened when you decide to revert, is exactly that, your revert to the previous state of your actions, which means you don't have to Pfaff with re-adding in functions that were automatically taken out when deciding to use the “Follow” function.

Zendesk really need to listen to their customers, i've seen many posts regarding other functions that simply do not work as intended, but you fail to either re-implement or simply ignore.

I recently added a new organisation to my Zendesk account, however i then find that any related tickets that have already been closed cannot be added into this organisation.

Closed tickets although we know cannot be updated or re-opened, should be allowed to have the Organisation Updated on them.
As this leaves tickets unviewable by the organisation.

The fact that if you view the Closed ticket as an Agent, the option is there for Organisation, but only for Create not assign.

The ability to change just the Organisation would be a useful addition.

Hi,

We receive tickets on a regular basis that we need to extract a Reference from the body of the email to place into the ticket reply. 

the reference is normally at the bottom of the initial email.

Is there any way that this can be done using a macro etc.

example: Ref:MSG024190018_KJQ0sA1fKP2Udvr7Zl

In Reply to Cloudbringersupport comment above, you can easily create an automation that sends out an email to customers if they respond to tickets that have already been closed:

Conditions:

Status-Changed From-Closed

Actions:

Email User = (requester)
Email Body:

Your message that (#{{ticket.id}}) has already been closed: Please email your@email.com to raise a new ticket.

Action:

Status = Closed

We have this setup in our Zendesk and works fine.

:)