Ian

@... 

Our use case would consist of automating a switching of the requester email upon ticket creation, so that all notifications (including the immediate "We've received your request") & comments are kept between the updated requester & Support staff.

I'd like to use a custom field - "User Email" - to refer to who the updated requester is, because tickets will be submitted on behalf of the actual requester/user from an external support partner (who should not receive follow-up). Requiring this particular field on the ticket form appears to be the best way of pulling that key info for us to redirect the reply & any notifications in a manual sense, but only after an initial "We've received your request" email has first gone out to the external support partner's email unnecessarily. 


For context on a potential approach I explored, Email Targets do not appear to be usable here. There's no way to consistently pre-add the users in question, given there is a sizeable, ever-changing base of potential requesters - or to automate the requester switchover that I've found as of yet. 

Hey @...,

Thanks for touching base & assessing the load time. Upon checking I can confirm there's a 2 second (or so) improvement. Are there further optimizations on the roadmap to bring down the load time even more (i.e. under 5 seconds)? 

Very much appreciate your help. 

Thank you for following up @...,

Here is a link to the website where the "? Help" Web Widget loads. 

Hi, @... @...! 

Our web widget (Get Help in the bottom right) takes around 7 seconds to load up. Can you please let me know if this delay (7 seconds) is normal & if this will still be the case once Zendesk Messaging / Answer Bot is enabled on our side? 

Hi @... @... - is the following possible?

I'm looking to use automation to add and remove a tag for organizations based on the initial onboarding -> launch period with our business, rather than using automations to shape a particular ticket's lifespan.