Alan Ford
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Total activity21
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Last activity
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Member since
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Following0 users
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Votes5
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Activity overview
Latest activity by Alan Ford-
Alan Ford commented,
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 o...
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Alan Ford commented,
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...
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Alan Ford created a post,
Internal notes not emailed to Light Agent requesters
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...
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Alan Ford commented,
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 thi...
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Alan Ford commented,
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,...
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Alan Ford commented,
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 ...
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Alan Ford created a post,
Allow follower replies to be public
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) appear...
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Alan Ford commented,
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 "wait...