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Ankita Desani's Avatar

Ankita Desani

Incorporación 15 abr 2021

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Última actividad 27 dic 2023

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Última actividad de Ankita Desani

Ankita Desani hizo un comentario,

ComentarioTicket automation and collaboration

Hello, We recently went with multi-layer support structure in ZD where Support level 1 submits ticket to support level 2.

Even after updating triggers, CC notification text is always from settings/tickets instead of what is set in Triggers.I tried to remove it but no luck - it only appears with default text.

"You are registered as a CC on this request ({{ticket.id}}). Reply to this email to add a comment to the request.

{{ticket.comments_formatted}}"

We don't want this text to appear in tickets that are submitted internally from Level 1 to Level 2.

Is it possible to achieve this?

Ver comentario · Publicado 17 jun 2021 · Ankita Desani

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Ankita Desani hizo un comentario,

Comentario de la comunidad Feedback - Apps and integrations (Platform)

A feature that has an option to not copy requester and cc from the original ticket. This will ensure client address are not copied on cloned ticket automatically.

Ver comentario · Publicado 15 jun 2021 · Ankita Desani

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Ankita Desani creó una publicación,

Publicación Q&A - Objects, workspaces, and rules

Is it possible to set up a trigger such a way that if a certain tag or certain type of form is selected then response will go through a particular channel (Email address) regardless of which channel ticket is received?

For example : Ticker 123 is submitted via web form, and is assigned to tier2 support, any public comment on that ticket will go through default email address. However i would like that response to through tier2 support email address. 

Publicado 07 abr 2021 · Ankita Desani

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