CloudBringersSupport

Frankly, this should be a direct toggle within Zendesk itself. "Disregard email reply if ticket is closed." Secondarily it would be nice to have a message that can be automatically replied back to the requester with customized text such as "The ticket you are replying to has been closed. Please open a new ticket by emailing xxx@xxx.com. Thank you."

There are too many people that search for the last email they sent and reply to that instead of sending a new email. While it may be easy to train 50-100 customers to stop responding to closed tickets, it's virtually impossible to train hundreds if not thousands, especially when many of them may only open support requests once or twice a year.

My time is valuable and I use tools like Zendesk to automate everything. Any time I have to go into the system and "massage" data, settings, or ticket values that tells me that you need to make your system just a bit more flexible. I hope you take this seriously because the lack of this simple toggle wastes a hell of a lot of time for my company each week. Time we could be using to make money, mind you. 

I'm 100% on board with Zach's comments. I am extremely confused why as an agent I can manually add a CC to anyone without issue, yet the same functionality cannot be added via a trigger. There are many cases where I want to send an email to someone who will never under any circumstances qualify as a user. 

@Jake - If you want to tie it to the actual user record then the implementation is even simpler. We've done this for several months through an API trick but we are afraid to disclose it because you guys have been so negative towards this topic in the past we were afraid you'd close the hole and screw our implementation. 

The way we solved this is by having a custom field called "Direct Report Email Address". Whomever needs to be notified can be linked right inside of the customer record. Then when we make a trigger we can simply use 1 trigger for all customers because it pulls the email from the "Direct Report Email" custom field. If you have situations where more than one person needs to be notified you can always add more custom fields, or simply add some kind of delimiter like ";" or "," and parse them.

Again, it strikes me as funny that you guys "don't want to implement a solution to a problem you don't understand". This thread is over 5 years old and has hundreds of comments... the problem seems quite apparent. 

@Jake - Why would we wind up with more triggers than we already have. I may be speaking out of turn but I assume for most people 99% of the triggers they already have are exactly what we want, we can just add an additional item to existing triggers that say "CC person XYZ". I am not sure this needs to be an overly complicated addition to the product... we just don't want to type in emails manually each time into the CC. 

In fact, why can't we just leave it as a textbox without autocomplete? Just allow us to type in the email manually into triggers. It will make the development time that much quicker. For some reason I get the feeling you guys are overthinking this a bit. 

@Erin,

It's strange you are asking for use cases... the fact of the matter is that it doesn't matter. This is a feature everyone is clamoring for (just look at the number of comments in this thread). If you want to push people to paying more for the feature, which you currently do by requiring us to upgrade our plan and move to a plan which allows for unlimited light agents, which in and of itself is confusing. There are actually not technical hurdles in play, since we can manually add addresses to the CC any time we want. The functionality is already there. If you can make a case why it consumes additional resources on your end, fine. Offer it as an additional paid feature for $5-$10 a month per agent. I doubt anyone would care, especially because for many of us this is literally making or breaking our business.

If you still require use cases, here is a legitimate one we run into daily:

We oversee IT for several retail chains. Direct support requests always come from in store management. District management wants to be notified about all tickets opening, and all tickets closing. They also like to be able to add input when necessary, especially when they know information that the store manager wouldn't. Also, their corporate IT staff wants to know how often certain requests are being made, so they would also like to be notified as tickets are opened. 

A second example would be in many of the office environments we oversee. Every individual needs to manage their own support per their "cubicle" or individual computer station. Because many of our customers are on an hourly rate the office manager likes to know how many tickets, and of what type, are being opened on a daily basis. This helps office managers determine whether it's cheaper to keep fixing dippy problems like clearing browser cache, or bring us in for a 1 hour training course on computer basics.

The use cases will be nearly limitless. Can you please detail us the hesitation in adding this feature both currently and in the past?