Ethan Rostami

There are some user profiles from whom we have only a phone number, means we have not recorded any email address in their user profile's contacts section. In many cases, the agent can still create a public message within the ticket and if they don't check the user profile, they will think that they have updated the ticket via email and the ticket will be pending for customer reply, even though the customer has never received any email.

I couldn't find any native solution from zendesk to get an error message or something to inform the agent that they cannot send an email to that user. so I tried to create triggers & views to filter tickets that were updated via email without having an email address in user profile. But I couldn't identify such a tickets properly, as I couldn't find any way through triggers to find out which user profile has email address recorded or not. The only way for me so far, is filtering via the channel that ticket is created/updated or if the update has been via email or not, which cannot target the right tickets and there are always many tickets selected incorrectly and still manual monitoring is needed.      

 

Hi,

Is that possible to create email-based side conversations and add agents + end user as recipients? 

Or there's a clear border like:

- email side conversation: ONLY end user

- ticket side conversation (child ticket): ONLY agents 

Because we had such a ticket and the email sent to all recipients (including agents) once the side conversation created, however, only end user was shown in "To:" of the delivered email and agents even though received the email, they couldn't see their name in "to:" section and were filtered. So once the end user replied, agents didn't receive any email and basically removed from the email loop and rest of the communications in side conversation.   

 

BR

Ethan 

Hi Guys

Any idea what can cause this issue!? Hovering over the chart will show the below items (Unsolved tickets:1 , ...) but clicking on the bars which normally will open the interaction drop-down kinda list to select drillthrough from, is completely not working.

 

To Zendesk developer:

Getting notified for updated articles is a useful feature for many types of articles.

There's only one concern that what if you are just editing a typo! you want your user get notified?

I don't want it for our KB, But there's a solution for this!

If the articles have an option for version control, then if the author is fixing a spelling issue, won't change the version, however, if there's a big change to the article's content, then they can modify the version, and the end users can get notified, which is what exactly the users are looking for if they are following an article!