Preventing Customers replying to ticket notifications


3 Commentaires

  • Ahmed Zaid
    Community Moderator

    Hi Kath,

    One approach you may consider is modifying the default trigger that notifies requester and CCs of comment update. Instead of including the comment itself ({{ticket.comments_formatted}}) and prompting users for a reply, you can include a simple notification text and a url to view the update (#{{}}).

    You can also configure auto replies to redirect users to the preferred channel (your web form). If you try emailing you can see how they are transitioning clients to use messaging instead of the legacy email for more efficient support.

  • Kath

    How elegantly simple. Thank you, was totally over thinking it. Will try this.

  • Kacey Zeccola
    Zendesk Community Manager

    Thanks Ahmed Zaid for sharing your suggestion!


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