Feature Request: Add the ability to customize the organization subscription email
Data ultimo post: 12 apr 2021
Feature Request:
Add the ability to customize the organization subscription email that is sent to followers of an organization
Example/Use Cases/Proof of End-Users Requesting:
Description:
Through the Guide a user is able to subscribe to an organization's tickets. This means that they will receive an email whenever a ticket is created and/or updated for the organization. This is a great feature since there is no way currently to add a CC to a ticket that is not an agent. The issue is that this email has no way to customize it to match all other emails sent out by the support desk.
Use Case:
My organization has a very specific template that is used to send out emails. This is to ensure that all emails have the same look and feel as well as help the end-user identify what part of the organization they are dealing with. We also planned on adding links to the appropriate helpdesk articles on this template but that may not work as we cannot control the emails sent to users that want to follow tickets. This is an issue as we have no way of adding specified users to be CC'd or followers on the ticket automatically.
15
9 commenti
Ufficiale
James Hanley
Hey everyone, James here from the Zendesk Product Team
I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.
I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, I apologize for our delay and appreciate you being a valuable Zendesk Community member.
0
Elizabeth Toy
also commenting to upvote this as something we'd like to have the option to configure. we do a lot to customize our email templates to improve our end user experience, so the lack of customization of these emails makes these emails feel entirely disjointed from our other emails, and I'm shocked that y'all leave 0 options for them.
(fwiw I'd think that this could be really easily made available to customize in the same place and way as the followers emails are able to be configured. it'd make a ton of sense to me too, as this is a really close comp to what the end users are doing.)
0
Heather Rommel
1263082170549 , Appreciate the official response.
Adding my comment that this is a true “miss” on Zendesk's part… we can customize CC templates, why not these Org Follow templates? For us, we'd love to swap out the current formatted comment placeholder with the latest comment placeholder as a start.
Showing ALL comments in the history of the email is not a good look when you are using simplified email threading.
1
Ufficiale
James Hanley
Hey everyone, James here from the Zendesk Product Team
I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.
I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, I apologize for our delay and appreciate you being a valuable Zendesk Community member.
0
Hope Saldana
We could use this too! Our customers would like the ticket ID included.
0
Emanuel Cohen
When end-user follows all tickets of his organization the subject of the emails he gets on ticket update must be customizable to meet our standard. For example having a ticket id in subject is very helpful addition for end user.
2
Wieke van Gerwen
I've also made a ticket for this issue: https://support.zendesk.com/hc/en-us/community/posts/5265819067674-Need-to-change-the-e-mail-template-for-a-follower-of-an-organization
It should be high on the priority list.
Need to change the e-mail template for a follower of an organization
The end-user follows all tickets of an organization in Guide > name > Requests > Requests from organization >[Organization] > ‘Follow’.
And gets this e-mail:
Subject: <subject defined in template that we cannot change>
To: name and e-mail adres of end-user
Body: <body defined in template that we cannot change>
2
Fabien BONHOMME
hello,
same request here.
Please Zendesk, add same features as CCs and Followers
2
Philip DiStefano
I am also interested in this request. Our tickets occasionally have PII in them, which simply cannot be sent out via insecure emails, which is what Zendesk currently does. We need to be able to redact comments/ticket summaries from all emails in Zendesk.
2
Jozsef Keresztes
Hello Alejandro,
May I ask is there any news regarding the implementation of this feature request?
Please check https://support.zendesk.com/hc/en-us/community/posts/4409152857370-Organization-Follow-button-modification as my problem is similar, however we would like to have an option to hide the content of a ticket in the mail notification
Thank you in advance!
Regards,
0
Accedi per aggiungere un commento.