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Alan Ford

Joined May 13, 2021

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Last activity Dec 13, 2023

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Latest activity by Alan Ford

Alan Ford commented,

CommentTicket basics

Hi, 

The above says:

> Double quotes. In a simple keyword search, this is referred to as a phrase search and returns the exact words in the exact order; however, punctuation characters are not included.

However, this seems not to be true. I am trying to search specifically for the word "requests", but it is bringing me both singular "request" and plural "requests", which is hopeless for my needs.

Is there some way I can get it to do an actual search on the text?

Thanks!

View comment · Posted Dec 13, 2023 · Alan Ford

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Alan Ford commented,

Community comment Feedback - Ticketing system (Support)

This is a really negative impact on our typical support flows - highlighting blocks of logs and code is critical to a significant proportion of our tickets. Please can we emphasise the importance of this feature parity, or can we have the option to revert back to the legacy editor?

View comment · Posted May 06, 2022 · Alan Ford

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Alan Ford commented,

CommentTicket basics

Thanks Dane. Sadly this leaves no way of resolving the issue that follower replies end up private. I have a forum topic open on this too if anybody else affected by this issue would like to comment: https://support.zendesk.com/hc/en-us/community/posts/4420213914778-Allow-follower-replies-to-be-public

View comment · Posted Feb 15, 2022 · Alan Ford

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Alan Ford created a post,

Post Feedback - Ticketing system (Support)

If a light agent opens a ticket, then their request appears as a private note. In this case, the editor in Zendesk defaults to a private note. However, a response entered as a private note does not go by email to the light agent, yet the light agent when logging into the web interface can of course view the notes.

Only a public response goes by email to the requester if they are a light agent.

Before we switched to "Enhanced Cc", a Light Agent requester would receive any private notes on the ticket by email so this was never an issue. However now we have switched, this has stopped happening. This seems like a bug - can we get the expected behaviour back, please?

Posted Feb 14, 2022 · Alan Ford

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Alan Ford commented,

Community comment Feedback - Ticketing system (Support)

Yes I do. I also have "Make email comments from CCed end users public" set. Neither setting makes a difference, responses are still ending up as private notes. I was informed by Zendesk Support this is as intended but it clearly contradicts the behaviour as described in https://support.zendesk.com/hc/en-us/articles/4408842992538

View comment · Posted Feb 14, 2022 · Alan Ford

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Alan Ford commented,

CommentTicket basics

Hello,

This statement:

If the recipient of the ticket notification is a follower, and the ticket already includes private comments created from email, the reply becomes a private comment. However, if the Make email comments from CCed end users public setting is enabled, the behavior changes and the reply becomes a public comment instead.

Appears not to be true; I have had support exchanges with Zendesk Support where this has been shown not to work and yet this has been said to be working as intended. Therefore please can this page be updated with an accurate description of the behaviour, or can this setting be made to do what it says above?

Thanks! 

View comment · Posted Feb 14, 2022 · Alan Ford

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Alan Ford commented,

Community comment Feedback - Ticketing system (Support)

Hi Riccardo, all the agents involved are full agents. I've had some extensive support ticket with Zendesk and they have said that a follower replying by email will end up as a private note.

In our world, all our agents are followers on all tickets, which should allow anyone to jump in and help on a ticket. But thanks to this behaviour, it does not, and email is now useless. Doubly so because in Zendesk's internal logic, followers supersede assignees so if a follower is also an assignee, their replies will also go out as private notes.

We've had to abandon email altogether as a workflow due to this, which is hugely disappointing. Hence the request to have a setting to change behaviour.

View comment · Posted Feb 13, 2022 · Alan Ford

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Alan Ford created a post,

Post Feedback - Ticketing system (Support)

We have recently switched to using "Enhanced Cc" which is great in many ways but we have hit a major issue with email workflow.

When a follower replies, the comment is often (but not always) appearing as a private note. There is no setting to change this behaviour, thus rendering the email workflow useless.

Posted Feb 09, 2022 · Alan Ford

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Alan Ford commented,

CommentViews, ticket status, and ticket fields

This is becoming more and more important for us. Principally we need to differentiate between different kinds of pending: in particular, "waiting on customer" and "waiting on engineering" and "waiting on release". But that may not be enough, so custom would be preferable.

View comment · Posted May 05, 2021 · Alan Ford

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