Michelle Jacob

We had everything configured to choose a certain email address to reply from using the select an address app.  This email address seemed to have disappeared.  How can I get help on this?  I am not tech savvy and do not have an it team in house to assist me.

We have a partner company that we copy on tickets and sometimes make as requester .  This is an email address that has several members on the external partners end but we see it as one email address and I think they use outlook.  When we copy this email address or make that address the requester the individuals are not seeing the emails.  

When someone emails us , they are getting an email reply from us with their original question so it's a repeated email.  Is there something wrong with one of my triggers?  Example below

When we have a support ticket where we have sent multiple public replys to requester and cc's they see each one individually, not in one thread like a regular back and forths email.  Is there a way to change this?

Yes, RingCentral said that the error pop up about the agent not having permissions had to be something behind the scenes in Zendesk.  I checked the agent roles and all were the same.  I don't see anywhere to change permissions.  They checked everything in ring central and the problem is not there.  I also had our IT team check the agents desktop settings and browser settings.

We have all of our agents taking calls through ring central app in zendesk.  All agents have the same set up where for all inbound and outbound calls a new ticket gets generated.  For one of our agents it is not working.  One time she saw an error pop up saying she didn't have permissions after that no error pops up when the call comes in and tickets are not being created automatically.  Does anyone have any suggestions?  I have opened tickets with Ringcentral and they tried to trouble shoot unsucessfully.  When I opened a ticket with zendesk they told me I had to reach out to ring central.  It's an endless loop for me with no resolution!

Hi Scott ,

This is super helpful!

For the last week or so, after our agents are logged into zendesk , we continously get pop ups to log in again when ever we click on anything.  We can hit cancel and make it go away but it pops up again.

Is there a way to make the ticket comments searchable?  Our team is always putting a keyword in the search and it only seems to search ticket subject not the comment section.