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Adrian V

Joined Apr 15, 2021

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Last activity Nov 03, 2023

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ACTIVITY OVERVIEW

Latest activity by Adrian V

Adrian V commented,

Community comment Q&A - Tickets and email

Ah, that is a different beast entirely and could be caused by a number of things.

Initial thoughts are either the Notify Requester of Public Comment trigger not being correctly setup, or possible outbound email/smtp settings not being aligned correctly.

I'll definitely advocate for taking up Paolo's suggestion of submitting a support ticket. Zendesk support folks have been nothing but effective, pleasant, and extremely helpful to me.

View comment · Posted Nov 03, 2023 · Adrian V

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Adrian V commented,

Community comment Q&A - Tickets and email

Hi Michael R.

Someone from Zendesk actually reached out to me to help review our settings and see what was up.

Turns out there was a problem with our Triggers setup.
If you want a new ticket created by an agent to send an outbound email, make sure that under Triggers in your admin centre you have the rule "Notify requester of new proactive ticket" active. It should have the following rules under "Meet ALL of the following conditions":

  1. "Ticket > Ticket" - "Is" - "Created"
  2. "Ticket > Privacy" - "Is" - "Ticket has public comment"
  3. "Ticket details > Current user" - "Is" - "(agent)"

And it should have the following rules:

  • "Notify by" > User email"
  • "Ticket > (requester and CCs)
  • Email subject = {{ticket.title}}
  • Email body = {{ticket.comments_formatted}}

This will make sure that when an agent proactively creates a new ticket for a "requester" that the requester gets an email about it.

The welcome email settings I thought this was related to are actually not related at all. Disabling that setting will simply prevent Zendesk from sending an account creation/welcome email when a new contact is created in Zendesk.

I've attached some screenshots so everyone can see what those Trigger settings should look like.

I hope this helps.

View comment · Edited Nov 02, 2023 · Adrian V

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Adrian V commented,

CommentUsers, groups, and organizations

Hopefully the last update from me before this is either fixed or I have our support center services relocated to another provider.

If anyone else is struggling to reach out to their users because of the above, we found a hilarious and awful work around.

  1. Open an incognito browser window.
  2. Navigate to your support center
  3. Open the ticket submission form
  4. Fill out the form with the details of the end user you are attempting to contact
  5. Go to your incoming Zendesk queue and respond to the ticket you created on behalf of your end user as normal
  6. Laugh hysterically that this is the work around you had to resort to in order to simply send someone an email

View comment · Posted Sep 29, 2022 · Adrian V

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Adrian V commented,

CommentUsers, groups, and organizations

I'm really hoping there's some traction on this because just 28 minutes ago my team received another prompt asking us to reach out to a user who's having trouble with a specific resource on our product site.

The desired use case here is

  1. Our end user clicks on a button on our product site requesting assistance.
  2. Our product site sends an automated email to our support queue alerting us to the call for help and also providing the user's email address.
  3. An available support agent creates a new ticket and enters the user's email address in the "Requester" field.
  4. The support agent types out a message in the "Public Reply" box.
  5. The support clicks on "Submit as Pending"
  6. The end user that clicked on the button requesting help receives an email where the body of the email contains the message our support agent typed into the "Public Reply" box.

But I just checked and this end user has never submitted a ticket before, so now I'm left to decide if we should

  • Enable the "Also send a welcome email when a new user is created by an agent or administrator" setting and send completely suspicious looking and unhelpful user welcome email, or
  • Disable the "Also send a welcome email when a new user is created by an agent or administrator" setting and send the user absolutely nothing.

My support team is unable to perform the very task that we had hoped Zendesk would enable them to do and now I'm forced to ask IT to give us access to a new email inbox so we can conduct this transaction outside of Zendesk.

View comment · Posted Sep 28, 2022 · Adrian V

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Adrian V commented,

Community comment Q&A - Tickets and email

Thanks Dane,

I have just attempted to toggle that setting and send myself (personal email address not previously seen by our Zendesk environment) a test message.

It seems that nothing is coming through now.

I've detailed our desired use case below, and I've included what actually happens in (brackets) where this deviates from what we need.
For this use case example, we have 2 actors, the Support Agent and the Recipient end user being supported.
Also worth noting is that Recipient initially contacted us via a channel that is not at all connected to our Zendesk account and their email address is handed to my department via a DM on Slack.

  1. Support Agent creates a new ticket on Zendesk and enters the Recipient's email address in the "Requester" field.
  2. Support Agent types out the body of the desired message in the "Public Reply" text box, and clicks on "Submit as New"
  3. Recipient receives an email from our decentralised support email address with the body of the email consisting of the message Support Agent typed into the Public Reply text box. (Instead:
    If the "...send welcome email when..." setting is enabled, Recipient receives an unsolicited email that suspiciously looks like a phishing attempt asking the user to confirm their password for our Zendesk support environment.
    If the "...send welcome email when..." setting is disabled, Recipient receives nothing at all.)

I just want to send Recipient an email from our Zendesk environment.
We specifically chose Zendesk over a shared Google Inbox because we want to

  • Have a decentralised queue of queries that can be access by multiple agents,
  • Assign tickets to agents,
  • Make use of ticket statuses,
  • Leverage the help centre reporting and analysis tools, and
  • Curate a knowledgebase of support articles.

But honestly it's looking like we should have opted for that Google Collaborative Inbox and a small website hosted elsewhere for the support articles.

View comment · Edited Sep 19, 2022 · Adrian V

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Adrian V commented,

CommentUsers, groups, and organizations

Similar issues here.

I've been running a Help Center for nearly 2 years now and only today found out that if I try to initiate contact with someone who's not already on our Zendesk system, instead of my message, the recipient just gets that wretched "Please click the link below to create a password and sign-in."

I don't even know how many times we've unwittingly sent this to someone who was actually looking for help! And I know it's happened before!
Sometimes an issue gets logged on our production site, and then our agents go collect the user email address and try send an email to the reporting user and resolve the issue in a Zendesk ticket. Now take a moment to digest that less than 1% of our user base has a profile on our Zendesk suite. This explains our absurdly low response rate for issues from those channels!

We are not interested in having users sign up for accounts on our Zendesk platform.
We have no desire for comments from our users in our support articles.
We absolutely do not need our users faffing around with a profile just to receive support emails.
And we certainly don't need to confuse the hell out of our users by asking them to create a second account in addition to the one they set up on our production site. (Which also has happened! I ended up in the theme code for our Guide to rip out the buttons that invite users to create an account.)

We only want to use Zendesk as

  1. A means for facilitating email communications with our users in a ticketing system, and
  2. Hosting our collection of support articles.

This forced feature is seriously pants and I'm strongly considering moving away from Zendesk as there seems to be no way around this.

Update 3 days later
Upon reviewing this "feature" we have found out that our process to honour an individual's privacy right to erasure has been invalidated because of this. The process is currently

  1. User emails our privacy officer who's inbox is curated outside of Zendesk.
  2. Privacy officer instructs the support agents to reach out to this user with instructions on how to exercise the self service info deletion tools.
  3. Support agents create a new ticket and sends an email to the user with instructions on how to delete their account and info.
  4. User receives an email inviting them to set up an account/password that they ignore because it looks suspicious.

That last one was supposed to be the user following the instructions to delete their own account, but instead it's a GDPR violation.

View comment · Edited Sep 01, 2022 · Adrian V

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Adrian V commented,

Community comment Q&A - Tickets and email

Similar issues here.

I've been running a Help Center for nearly 2 years now and only today found out that if I try to initiate contact with someone who's not already on our Zendesk system, instead of my message, the recipient just gets that wretched "Please click the link below to create a password and sign-in."

I don't even know how many times we've unwittingly sent this to someone who was actually looking for help! And I know it's happened before! While all our support requests end up in Zendesk, not all our support requests start in Zendesk. This explains our absurdly low response rate for issues from those channels!

We are 0% interested in having users sign up for accounts on our Zendesk platform.
We have no desire for comments from our users in our support articles.
We absolutely do not need our users faffing around with a profile just to receive support emails.
And we certainly don't need to confuse the hell out of our users by asking them to create a second account in addition to the one they set up on our production site. (Which also has happened! I ended up having to get into the theme code for Guide to rip out the buttons that invite users to create an account.)

We only want to use Zendesk as

  1. A means for facilitating email communications with our users in a ticketing system, and
  2. Hosting our collection of support articles.

This forced feature is seriously pants and I'm strongly considering moving away from Zendesk as there seems to be no way around it.

View comment · Edited Aug 29, 2022 · Adrian V

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