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Ankita Desani

Joined Apr 15, 2021

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Last activity Dec 27, 2023

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Latest activity by Ankita Desani

Ankita Desani commented,

CommentTicket automation and collaboration

Hello, We recently went with multi-layer support structure in ZD where Support level 1 submits ticket to support level 2.

Even after updating triggers, CC notification text is always from settings/tickets instead of what is set in Triggers.I tried to remove it but no luck - it only appears with default text.

"You are registered as a CC on this request ({{ticket.id}}). Reply to this email to add a comment to the request.

{{ticket.comments_formatted}}"

We don't want this text to appear in tickets that are submitted internally from Level 1 to Level 2.

Is it possible to achieve this?

View comment · Posted Jun 17, 2021 · Ankita Desani

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Ankita Desani commented,

Community comment Feedback - Apps and integrations (Platform)

A feature that has an option to not copy requester and cc from the original ticket. This will ensure client address are not copied on cloned ticket automatically.

View comment · Posted Jun 15, 2021 · Ankita Desani

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Ankita Desani created a post,

Post Q&A - Objects, workspaces, and rules

Is it possible to set up a trigger such a way that if a certain tag or certain type of form is selected then response will go through a particular channel (Email address) regardless of which channel ticket is received?

For example : Ticker 123 is submitted via web form, and is assigned to tier2 support, any public comment on that ticket will go through default email address. However i would like that response to through tier2 support email address. 

Posted Apr 07, 2021 · Ankita Desani

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