Helen Forrester

This is what I know - 

If you have ticket CCs enabled: 

• You can merge two tickets with different requesters. The requester of the ticket you close with the merge is added as a CC to the new ticket.
  Note: A message appears when you merge tickets with different requesters. Make sure that you're not unintentionally sharing sensitive information when merging tickets across requesters before you continue.
• If anyone was CC'd on an original ticket, they are also added as a CC on the merged ticket

Here's what I'd like the community to confirm:

Ticket A = history of an internal exchange between colleagues (we don't want this to be visible to the requester on ticket B

Ticket B = external requester

If we merge ticket A into ticket B will requester B see the contacts of ticket A?

Thanks for your help :)

Dear Community,

We appear to be experiencing intermittent problems with Side Conversations not accepting drag and drop attachments as well as the send button being greyed out (separately and both issues together).

We know that the recipient, subject and text need to be present to activate the send button. Several refreshes and starting from scratch usually rectifies the issues but it's irritating having to start from scratch every time it happens. 

Is anyone aware of a sequence that needs to be adhered to? 

Thanks for your help. 

Zendesk gurus can you help? 

There is a previous post from 2019 on this subject https://support.zendesk.com/hc/en-us/community/posts/4409515272986-Personalizing-the-default-take-it-assignment-to-a-user-specific-group but I can't find the relevant screen in our Professional Support Suite. 

My understanding of groups - we have to have a default group and everyone regardless of whether they are a member of a sub group has to be in the default group. When an agent ‘takes it’ the ticket assignee defaults to the default group. I'd like the ‘take it' option to default to the agent in a subgroup. Is this possible and how do I do it? Many thanks.  

Triggers, like all business rules, must be smaller than 65kb

What does this mean in terms of the number of conditions? And if I have too many conditions can I simply create additional triggers if they are 'any' conditions?

Thanks. 

Thanks Dane. Can you confirm if tables can be pasted into email side conversations? Many thanks. 

I'm new to Zendesk, scheduled to implement it in the coming week. I've using email for side conversations and if that means that it supports full HTML display am I right in thinking that a table can be pasted into the side conversation for a Light agent to update and respond with? Many thanks.