Caitlin Whitney

Thanks Dane.  Do you know if there is a way to have the side conversation automatically reopen with reply?  We are using the "Mark Done" button to indicate to the rest of the team that a reply on a side conversation is read and actioned, but we lose this indicator for 2nd replies on already-closed side conversations.  Would love to trigger the side conversations to reopen with every reply so our "Mark Done" button comes back, but I can't figure out how to do this...

This is a critical feature that we would need.  Some of our agents have created personal macros that include the action "set tags" and even though most tags are locked (using the app Tag Locker), the macros still allow them to modify tags and therefore disrupt a lot of our business rules.  Would love a feature that gives admins the ability to view, approve or deactivate personal macros that are conflicting with critical triggers or automations.

Thank you @Dainne Lucena, but this article is about standard follow-up tickets and not follow-ups to Side Conversations on Closed tickets.  For follow-ups to Side Conversations on Closed tickets, Zendesk automatically creates a new ticket for the side conversation and assigns it to the same group/assignee of the original ticket, regardless of who created the side conversation.  I would like to disable this automatic group/assignee behavior during the creation of the Side Conversation Follow-up.

Hello,  If an end user replies to a closed side conversation, will it automatically be reopened?  Or is it possible that a side conversation can be "replied to" and still remain closed?

Hello,

Is there any way for admin to view agents' personal macros?  We suspect some of our agents may have included the action "set tags" in their personal macros, which could remove important workflow tags needed for our triggers and automations.  We'd like to be able to disable their personal macros if this is the case.

Thank you

Is there any way to control who the follow-up ticket is assigned to?  In our case, it's often a different team that is creating the side-conversation on the closed ticket, and we'd like the resulting follow-up ticket to be assigned to the side conversation creator and not the original ticket assignee.

Hello,

I'm creating a trigger that I want to fire when an email follow-up ticket is created, but I don't want it to fire when the follow-up ticket is created by an agent in the Support agent interface.  What condition indicates that the ticket is being created in the support agent interface?

Note: we cannot use "Current User IS Agent" because we do want the trigger to fire when the ticket being created by an agent via their email (outside of the support agent interface).

Thank you!

- An email is sent from our customer to Support@OLDComanyDomain.com

- This email address forwards to Support@NEWCompanyDomain.com (forwarding is configured with our email server).

- Support@NEWCompanyDomain.com is a configured as one of our Zendesk support addresses, but not the default.  Forwarding is verified, SPF record is valid, DNS records set up correctly.

- Support@OLDComanyDomain.com is not configured as one of our Zendesk support addresses, as we want to phase out this email address and discourage use.

Results:

-The ticket is created in Zendesk VIA our default support address and not via Support@NEWCompanyDomain.com

- The email address Support@OLDCompanyDomain.com is added to the ticket on CC

QUESTION: Why isn't this ticket being created via Support@NEWCompanyDomain.com even though the emails forward to this mailbox?  This is how it worked for us for two years prior to January 2022.

Is there something we have to change in our Zendesk settings?  We have not made any changes to our email forwarding setup in years.  We've had a ticket open with Zendesk Customer Support for almost 2 months and they can't give us an explanation or solution, so I'm seeking help from other sources.  Thanks!