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Sanchez, Santiago
Joined Nov 10, 2024
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Last activity Feb 14, 2025
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Latest activity by Sanchez, Santiago
Sanchez, Santiago commented,
Thanks, Shawna. To add on to this, it's not just OOOs and MS O365 tickets getting held. Since our MSP also uses a ticket system, we have them blocked. So we are missing important emails from them. Also, the recommendation to make a rule is now getting flagged as “Detected an email group”. I've spent a little more time than I should have to on something that seems pretty logical.
View comment · Posted Feb 14, 2025 · Sanchez, Santiago
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Sanchez, Santiago commented,
I think I answered some of the question. Instead of received at is there a condition that is just an email address. So I've switched it to “Requester”, but it's pulling from our list of techs.
View comment · Posted Jan 24, 2025 · Sanchez, Santiago
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Sanchez, Santiago commented,
Hi,
I know this post is old, but I'm running into the same issue with wanting to exclude a few addresses from getting the auto-reply. This idea seems like a winner, and I'm almost there. I'm running into a problem with the ticket received at portion.
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The values it's pulling from are our support addresses. One of the addresses I want to exclude is an MS address, the other, one of our partners. I'm unsure if adding them to the support addresses is the way to go.
Hopefully, there is another place I can pull those values from.
Thanks,
Santiago
View comment · Posted Jan 24, 2025 · Sanchez, Santiago
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Sanchez, Santiago created a post,
It's great that we can have a digest of suspended tickets sent on different increments of time. But the option to have it generate a ticket in the selected time intervals would be great.
Given that Zendesk automatically blocks tickets that appear to be out of office emails, it would be something that I want my team checking for. Most users that contact us with questions on setting up their OOO message are going to make that the subject.
This became particularly important when MS started failing Dmarc so now our O365 alerts are suspended.
So why a ticket? Accountability. It's not realistic to expect someone to check the suspended tickets view on a regular basis. If a ticket is created, a tech will have to address it and note action taken.
Right now, I'm achieving this by having the digest sent to me and using an MS forwarding rule to send it to the Help Desk for ticket creation.
Thanks for your consideration.
Posted Jan 21, 2025 · Sanchez, Santiago
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Sanchez, Santiago created a post,
Hi everyone,
We just started using Zendesk at my Firm and suspended tickets became a problem on day 2:)
The first is a user sent an email with Out of office in the subject. She was requesting we enable out of office for another user. Zendesk's response to my ticket equates to us telling our users not to put out of office in an email.
Does anyone have any tips on how to get around this? We're just getting started with this product and I could use an assist on this one.
There's another suspended ticket issue we are looking into. I'm not getting any hits cross-referencing the phrases to look for in the email's header. But I'll save that one for another day as Zendesk is still looking into it.
My apologies if this is in the wrong section. Please let me know and I'll move it.
Thanks,
Santiago
Posted Nov 10, 2024 · Sanchez, Santiago
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Sanchez, Santiago commented,
Hi,
I'm going to add to this here to see if it gets any traction. We just started using Zendesk and this became an issue on day 2 when a user sent an email with out of office in the subject. The request was to set up the OOO message for another user.
Does anyone have any workaround? Zendesk's response to me equates to us having to tell our users to not use OOO in an email sent to us.
The fact that it isn't even doing a great job at filtering message out makes this an even sillier issue to deal with:)
Thanks,
Santiago
View comment · Posted Nov 10, 2024 · Sanchez, Santiago
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