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Milena Rusanova

Joined Sep 19, 2022

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Last activity Feb 21, 2025

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ACTIVITY OVERVIEW

Latest activity by Milena Rusanova

Milena Rusanova commented,

Community comment Feedback - Apps and integrations (Platform)

Hi Shawna James , the Proactive Tickets App offers a functionality that is really core and needed for our teams!

 

However there is a limitation/issue I want to address:

- It is not possible to create proactive tickets with only an internal note.

- Even if we use a macro when creating the proactive tickets and the macro action is only adding an internal note, the app is converting the internal note to a public reply send to our end-users. This is really a problem, as we want to add important internal information to the tickets, that definitely should not be send to our end users!

 

Our use case:
Occasionally we want to create Proactive tickets for some end-users, but at the time of creation the tickets should not send any notifications/emails to the end-users. 

We need to create those tickets for 

1. Reporting purposes  

2. Syncing some internal information (internal notes) from the Zendesk ticket to our panel management systems (this is done based on API integrations and the ticket requester, the end-user) 

3. At some later point our agents might need to contact some of the users -> send public replies from the tickets. But not at the time of ticket creation and not to all users.

 

The workaround with modifying the trigger for proactive tickets to not send notifications for those tickets is not a good solution, because as our first “internal note” is saved as public reply to the ticket, it will be eventually send to the end user if we decide to make a public update to the ticket at a later stage.

 

Update needed:

- Option to create proactive tickets with internal note only.

 

For me this should be possible, the same way we could create a single proactive ticket with Description = Internal note.

View comment · Posted Feb 21, 2025 · Milena Rusanova

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Milena Rusanova commented,

Community comment Feedback - Ticketing system (Support)

Hi Scott Tynan and Kristie Sweeney , I tried to leave a comment to the article https://support.zendesk.com/hc/en-us/articles/7917145637530-Understanding-email-delivery-failures-in-the-Zendesk-Agent-Workspace and ask a question, but my comment was not saved..

So here my question for the new functionality:

Kristie Sweeney can you please give some more details on the Note:

“This feature applies to emails sent from a Zendesk support address (for example, support@yoursubdomain.zendesk.com or help@yoursubdomain.zendesk.com). Email delivery failure messages don't appear when an email is sent from an external support address you own and maintain outside of Zendesk.”

 

We have connected our external support email address XY@ourcompany.com with Zendesk.  XY@ourcompany.com is the support email our end-users know and use, we are forwarding emails from it to Zendesk, it is set as default in Zendesk, SPF and DNS records are setup and we reply/send emails from Zendesk only from XY@ourcompany.com.

 

Does this mean that if we use XY@ourcompany.com when sending outbound emails from Zendesk, we are not going to receive the delivery failure notices?

 

Unfortunately this would make the functionality unusable for us, so I hope this is not the case, or at least it is a planned update in progress.

View comment · Posted Feb 11, 2025 · Milena Rusanova

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Milena Rusanova commented,

CommentTicket management

Thanks for this long awaited functionality!

 

Kristie Sweeney can you please give some more details on the Note above:

“This feature applies to emails sent from a Zendesk support address (for example, support@yoursubdomain.zendesk.com or help@yoursubdomain.zendesk.com). Email delivery failure messages don't appear when an email is sent from an external support address you own and maintain outside of Zendesk.”

 

We have connected our external support email address XY@ourcompany.com with Zendesk. XY@ourcompany.com is the support email our end-users know and use, we are forwarding emails from it to Zendesk, it is set as default in Zendesk, SPF and DNS records are setup and we reply/send emails from Zendesk only from XY@ourcompany.com.

 

Does this mean that if we use XY@ourcompany.com when sending outbound emails from Zendesk, we are not going to receive the delivery failure notices?

 

Unfortunately this would make the functionality unusable for us, so I hope this is not the case, or at least it is a planned update in progress.

View comment · Posted Feb 11, 2025 · Milena Rusanova

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Milena Rusanova commented,

CommentGlobal security and user access

Hi Mary O'Neill great, this was the functionality I was hoping for. One last thing → emails will be deleted from the user profile, does this include also secondary email addresses; phone number; all types of user identities?

If I understand correctly data in other user fields & custom user fields will remain visible?

View comment · Edited Jan 24, 2025 · Milena Rusanova

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Milena Rusanova commented,

CommentGlobal security and user access

Hi Anunay Sinha and Mary O'Neill , great news! This was a very needed feature for our company!

Can you please give more information on what happens with the tickets of a deleted user?

View comment · Posted Jan 22, 2025 · Milena Rusanova

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Milena Rusanova commented,

Community comment Feedback - Ticketing system (Support)

+ 1 for Apple App store connection

View comment · Posted Apr 26, 2024 · Milena Rusanova

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Milena Rusanova commented,

CommentGlobal security and user access

Hi Mary O'Neill Could you please provide an overview which functionalities will be available for the Suite Professional plan and which will be only part of the Add-On?

Creating Ticket and/or User deletion schedules is of great importance to us, but in most cases we need to be able to add conditions like Tags/Custom fields etc.

View comment · Posted Apr 10, 2024 · Milena Rusanova

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Milena Rusanova commented,

Community comment Feedback - Ticketing system (Support)

+ 1 to be able to add Action to Macro for ticket sharing.

View comment · Posted Apr 09, 2024 · Milena Rusanova

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Milena Rusanova commented,

Community comment Feedback - Ticketing system (Support)

+1

View comment · Posted Apr 09, 2024 · Milena Rusanova

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Milena Rusanova commented,

CommentTicket customization

Hi Team, my understanding of this article  was that I should be able to Filter based on the Ticket current requester?

I want to create a ticket lookup relationship field with Related Object=Ticket and narrow down the search option, based on the current ticket requester.

Unfortunately currently I can filter only by Requester Is (current user) / agents.

 

Is this functionality planned to be available?

View comment · Posted Mar 28, 2024 · Milena Rusanova

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