I have not been able to find this in the help/forums.
When a suspended ticket is created 99% of the time you can't recover it (which I will save for another beef). You need to manually copy the content and paste it into the actual ticket that the reply was for. Most often the suspended ticket is due to one of our team replying from the support mailbox instead of within ZenDesk and we all know ZenDesk just can't handle that.
The problem is that there is no way to paste that suspended ticket reply as a public facing update without the system sending the email to the customer again (they already got it the first time when ZD decided to suspend the ticket because it came from our support email).
Every other system I worked in before had a simple check box for a public reply that gave you the option to uncheck the box so that the update was not sent to the customer but would be visible to them as part of the case. Is ZenDesk looking at adding this functionality or is there some ten step work around process that can be used to do this now which I simply have not figured out yet :)
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