Gorkem

Hi all,

I try to search data(from search & Zendesk API) in our support tickets with a specific keyword most used by our end user but when filtering "data layer" I'm seeing our agent reply to. I want to get only end users' replies or first emails that include these specific keywords. 

Is there a way to get only end users' emails and replies from search or Zendesk API?

 

Hello,

We are setting automation for our pending tickets which are waiting for too long. And we send one follow-up email after waiting 120 hours. Then if still, no response from end users within 72 hours send a second follow-up about closing tickets.

My question is when the system (Zendesk automation) sent these emails and they don't show up on our Zendesk dashboard(UI). How we will fix that problem? It can be confusing for our agents.