Ramnath S

Hi, We are facing the same issue as Leafworks, impacting chat support. 

Background / Description

Today we have a feature to block certain email IDs from the ticket chain on Zendesk. However, there is no mechanism to track how many tickets were these emails blocked from. The emails get removed from the conversation before the ticket is created and therefore does not offer an opportunity to track it (via reporting or elsewhere).

Feature / Enhancement Request Summary:

The enhancement request is for the addition of a tag feature on the CC & follower block list option in the Zendesk, with a way to track tickets where it is applied. Currently, we can add email ids to the cc & follower blocklist to remove them from email chains when routed to Zendesk. This is removed while a ticket is being created and therefore there’s no way to track and check how many tickets these emails ids were removed from.

The addition of the tag option on the tickets where the email ids are removed can be used for reporting purposes.

The business impact of limitation or missing feature:

Unable to track the number of tickets or the details where those emails ids are marked. The tracking feature would be helpful to understand the query type and to improve the UX.