Joshua

Hi Amanda, I replied on the other related question here:

https://support.zendesk.com/hc/en-us/community/posts/4413081272474/comments/6866965714330

In short, email suppression only applies to ticket updates via Email.

So unfortunately, like Hiedi has already pointed out, for your circumstance where all end-user comment via Help Center, they will continue to receive emails for their own replies.

Action Email user - (requester and CCs) is never suppressed when someone is making a ticket update via Help Center channel.

Email suppression rules only apply to a trigger when the requester/CC uses Reply All via Email channel.

Key Points from Zendesk Documentation

• Trigger conditions and actions reference

There's a known limitation for using the Email user + (requester and CCs) action and the Ticket + is + Updated conditions in triggers. When used together, Support suppresses emails to a user if the ticket update is from that same user. This is expected behavior to eliminate redundant emails.

• Understanding suppression of CCs email notifications

The Email user + (requester and CCs) action is also suppressed when the ticket is being updated (not created) ****via email**** <--- this is the key point

To address one of Rudy's original questions, "...when requester updates his own ticket, is there a way to notify requester/CC only if ticket has 1 or more CC?"

I think this is possible but would just be a bit involved. Something like this might work:

1. On ticket update, via webhook to Zendesk API, conditionally update ticket with a tag using liquid if CCs list has >1 name

"additional_tags": "
{% if ticket.ccs.size > 1 %}has_multiple_ccs{% endif %}
"

2. Have separate "notify requester/ccs" triggers. If tag is present, notify everyone/including requester. If tag isn't present, only notify requester

Hi, I would like to request Custom Organization fields for Ticket Organization as well (not just Requester/User org). When our team members are looking at a dashboard with Ticket-related reports, they want to see information related to the "Ticket Organization". Many of our ticket requesters belong to multiple organizations and work across multiple regions, this means that their "Default" organizations can be significantly different than their Ticket Organization.

If this is on a roadmap somewhere, please let us know! I agree with @John that this sort of functionality should already be present. 

+1, to this request. It's helpful to have SLA information available as a placeholder so we can include the information in notifications to our agents, whether it's through e-mail/Slack/etc.

Hi! Would like to bump this Feature Request here. Once again, like earlier users have mentioned, we would like the ability to:

1) To allow admins to see other Agent's personal macros
2) Ability for an Admin to promote an existing personal macro that was created by another agent to be shared with a group.

Just allowing any agent agent to create Group level macros doesn't solve our problem since that's a level of role permissions we want to reserve for a select group of agents. That said, sometimes we run into the case where an agent without those permissions creates a personal macro that needs to be made available to all agents/a specific group, and that seems to be impossible at the moment (without manually creating a copy of it as an admin).

+1, to this initial request for sure. We have had agents create organizations for their own testing without sticking to guidelines and/or creating a duplicate of an existing organization on accident. Any updates on a timeline for this request?

+1 to Ethan's comment. Having the option to see the Ticket Title would be very very helpful to have back for those who prefer to see the Ticket Title, so they have context for which ticket they should be working. That said, I can understand that some may prefer to have the Requester name show on a ticket. Thank you!

Hi!

I was wondering if the team working on this has any plans to implement any of the features user Stephen posted about on December 21, 2022. In particular:

1. Adding Ticket Form as a column/filter option.

2. More refined control over which fields can be shown/hidden/filtered. (As opposed to guaranteeing they are exposed so long as it is a field Customers can edit or Customers can view) We happen to have a lot of custom fields that Customers can edit/view, so it'd be nice to have a way to declutter their view by hiding the insignificant options which they probably won't ever need to show as a Column/filter by.

All that said, thank you Gorka Cardona-Lauridsen and the Zendesk team working on this Product for the amazing work you have been doing. This definitely provides a better experience than the current requests list page. Keep up the good work! 🙌

Any updates on this functionality in general since October?

My team and I are interested in making a sidebar app to make some Organization/User fields read-only, however, this is impossible with the current Apps Support API. We noticed it's possible for Ticket Fields and would like the same functionality.

Thank you for the thorough assistance on this problem, Ifra! It was very helpful to see your debugging process.

I found this ticket while encountering the same problem. Turns out the root of my issue was slightly different though. According to the official documentation, the sign out link is hidden in preview mode. Consequently, I never saw it while testing my code. I'm not sure why it is this way, but have made a Community Feedback post to understand/see if it can be changed!

Link to Community post