Cuándo las respuestas por correo electrónico se convierten en comentarios públicos o privados

Regresar al inicio

4 Comentarios

  • Juan Andrés Cabrera

    Hola team ZD,

    Cuando un usuari@ nos habla por Answer Bot y ese bot a traves del flujo genera un mail por disparadores el mail muestra el contenido del ticket como nota privada. 

    ¿Hay  forma de cambiarla a pública así se puede ver en el correo?

    Gracias

     

    0
  • Dave Dyson
    Zendesk Community Manager

    Hola, Juan,

    Estoy creando un ticket en su nombre para que nuestro equipo de atención al cliente pueda ayudarlo a solucionar el problema. Gracias por su paciencia.

    0
  • Soporte 2

    Hi,

    When one of us sends a Public Comment, it will arrive to the requester with the ticket subject, but we would like to change that, to a generic subject with the {{ticket.id}} only. This because we are a financial institution, and sometimes our ticket subjects include account lock, investigations, etc. And public comments let user know before hand what the ticket is about 🥲

    0
  • Dave Dyson
    Zendesk Community Manager
    Welcome to the community! Email notifications are controlled by Triggers, and triggers are customizable. When you or your agents add a public comment to a ticket, by default that will activate the Notify requester and CCs of comment update trigger, and the email notification that trigger sends does include the ticket's title in the email subject line. But you can change that to the ticket's id if you like. Here's some information that will be useful:
     
     
    One caution is to not deactivate or disable the Notify requester and CCs of comment update unless you know what you're doing, otherwise your customers won't receive those email notifications at all! It doesn't sound like that's what you're planning to do, but I thought I'd include that note just in case.
    0

Inicie sesión para dejar un comentario.

Tecnología de Zendesk