Rachel Mooney

hi Sean Cusick!

i got to this article via your post here about emails from netsuite being intentionally suspended to avoid email loops. since our accounting team uses ZD to intake invoices, we run into this daily.

just so i understand, the concern is that if ZD sends an auto-response to the requester, like “thanks for your request!” to netsuite, netsuite might send back their own auto-response in a similar fashion, correct? if so, is sending the email to the suspended queue stopping the auto-responses from happening all together? i'm just unsuspending these (and not changing the requester in anyway), and as far as i can tell, we've never run into an email loop. (and i've seen non-netsuite “but clearly from some sort of ticketing system” auto-responses get suspended accurately as well.)

i'm trying to wrap my head around why suspending these is preventing the loop if i'm only going to unsuspend it. i've thought about using the API to auto-recover these & others (i keep a spreadsheet of safe-but-commonly-suspended senders so my folks know what's ok to action) to save myself wasted time, but i dont want to inadvertently cause a giant problem. 

Beto oh dear, i should have been more specific – email-only side conversations was precisely what i was looking to print!

hello!

is there a way to print side or forward entire side conversations?

amazing! thanks @...

hello!

we haven't installed the app yet, so this may be an obvious answer after we do, but –

1. we have macros that add tags on tickets, and have triggers & automations that function off these.
2. so we can't remove the ability for agents to edit tags (via roles), or these macros wouldn't work.
3. but it would be nice to be able to hide the tags box, so agents dont manually change them (which can break things)

if we hide the tags field from the agent view, will ZD still recognize adding & removing tags via macros? (similarly to how you can use triggers to change values of fields hidden by conditional field settings)

thanks!
rachel

thanks for this excellent resource!

curious though, will any of these solutions also work with side-conversation initiated emails?

rachel

definitely have seen the "the problem is with their primary email address, so they email from their personal email" situation many, many times. if you don't think to look for that as a possibility, it can be frustrating for everyone. and even so, if the agent doesn't have user profile edit access, they're stuck anyway and need to contact them outside the ticket.

awesome guys, thank you!

ah, ok. yes, I agree – depends on what functionality we need. Curious what the API will look like!

thanks for your help!!

"Maybe an Approved checkbox ticket field can exist and watches for a reply from an end user that has a user tag of approver. A trigger might watch for responses from users with that tag to check the box if they use the word "Approved" in their response."

This looks interesting. Do triggers and macros react to side convos, or would they have to be via normal ticket update channels?