Kevin Foster

@Nicole:

Shouldn't this be visible as an archived thread, and users are simply not allowed to add new comments?

It seems like if it's still got useful information that's being referenced by users in an active thread, even if it's not active, it should visible for customers to refer back to and see what's been said. I've been waiting for some action on this topic for well over a year, so it's kinda aggravating that in that time period, a known open issue has been closed out and isn't even viewable anymore...

NDR's "Disappear into the ether/ suspended tickets" is not really an acceptable answer. How is it that Zendesk still has no simple "rule" for this?

if ({{ticket.id}} == {{existingTicket.id}} && {{requester}}== [$mailerDaemonsArray]) && {{Requester}} != {{Expected-OrigRequester}}{
 flag ticket as NDR...

•••••• More Code••••••

}

I'm sure it's more complicated than it seems, but on the surface this seems VERY simple.

Pull an array of known mailer daemons, compare to tickets that have been suspended because the requester email address does not match the email address the ticket response was received from, and if those match, flag the ticket as NDR, alert the agent, insert a private comment line "NDR @{{requester-address}}", mark status as open (or something to that effect).