Marleen de Smet

+1 for this 

Hi, 

We really need to be able to set the default privacy for different brands instead of instance wide settings. 

Our situation: 

We have several departments working in Zendesk and at this point the default setting is: all comments are public. However this is not the most efficient mode for all our brands. Some brand need to had an internal note as the default mode. 

Neil Gloudemans did you ever find a solution for this problem?

We have the same issue over here and I can't seem to fix it. 

We have an issue with the side conversations in the context panel. 

The formatting bar does not move while being scrolled after starting a new side conversation. If an agent has started a new side conversation the bar is not locked and the agent needs to scroll all the way down to be able to send the side conversation. 

When answering an existing side conversation the bar is locked and moves a long when scrolling the field. Could this also be possible with a new side conversation? That would solve the issue. 

Since the ticket status button is so very close agents sometimes confuse this button for the send button. And then tickets are closed without actually sending the conversation. This is causing major issues in some cases. 

Hi Walter, 

That did the trick. Thank you! 

Lou This might seem a bit forward but.. could you check my JSON code? 

We want to use a webhook to put data from a custom ticket field into a custom user field. The webhook works, and the JSON seems valid. However the custom user field is not updated. Looking at the response text in the webhook there seems to be an issue with the placeholder I've used a placeholder for the custom user field. 

Here's my JSON:

{
    "user": {
        "id": "{{ticket.requester.id}}",
        "user fields": {
            "telefoonnummer_": "{{ticket.requester.custom_fields.9688774826641}}"
        }
    }
}

Hope the question makes sense. Thanks! 

Hi Nicolas Feller, 

I'm a bit late to the party but I would like to understand more about your solution. If I understand this correctly the button will lead the customer to a website/form en there an API script will use the info to close the ticket? 

Is there a way to skip the detour to the other website? 

We need this feature as well. Since light agents forward e-mails to our CS mail adresses we would like the ticket to re-open as soon as an e-mail has been received. Light agents only consult the tickets and do not work in Zendesk. They use their Outlook to respond to an e-mail that was send through a pro-active ticket.