Carly Adams

This is required due to staff members/light agents Cc'ing in Zendesk. You then need to change the request to the end user/customer and reply, but the initial email is internal/private, so they can't see it. Then, the customer asked what this email was about.

1. Do you imagine a toggle to convert a comment to public? 

Yes, please, a toggle. Do you expect to change it back to internal at some point? It's not needed, but it would be good to have.

2. When you toggle it to make it public, would it go to the customer as a new comment, or should it respect its position in the conversation history?  

Respect its position in the conversation history, so they have to look at the last comment to see it like reading an email, not just the last comment but the chain.

Hi, I think I wasn't clear in my last comment.

In sted of {{comment.value}} I need something like {{ticket.comment_html_body}}

This way, it is formatted correctly and will display images and more.

how do I do this?

Hi,

And thanks for the article.

Is there a way to pass the text so it is formatted like a ticket and not just text?

I am creating a forwarding email and would like to replicate the ticket but send it to a different requester.

I found an App. Attachments Manager.

Leafworks has truly delivered with their Attachments Manager App at an affordable cost of $5 per month, addressing a common everyday usage issue within Zendesk. The lack of attachment management capabilities has long been a pain point, but Leafworks has stepped up to the plate and provided a solution. Unlike other attachment manager apps in the marketplace, Leafworks' app stands out with its ability to preview all relevant day-to-day files xlsx, pdf, docx, csv, etc. This feature has been a game-changer, saving our organization significant time and disk space. With the ability to preview attachments and copy text directly from them, we can seamlessly integrate information where it's needed. Kudos to Leafworks for their innovative and practical approach to attachment management in Zendesk. Don't waste your time with others; this is the one you want.

Calendar invites from Outlook are not visible in a friendly manner.

You have to download the attachment and then open it in Outlook to see it, but the Google invite is good. We need a way to stay in Zendesk and not leave it to manage invites from end users. This affects All agents/Admin.

We don't want agents to get distracted by other apps and stay in Zendesk

This happens every time we get sent an invite for meetings.

We don't have a workaround we have to leave Zendesk just to view the invite.

We need a way to see the invite and manage it just like you do with Gmail invites.

We need to pre-view/view PDFs, DOCs, Excel/Tables, and Image attachments via a preview window.

We can't keep downloading attachments just to view them. Why can't there be a way to preview/view PDF, DOC, Excel/Tables, and Image attachments via a popup preview window? You can do this in Gmail and Outlook. All agents and admin are affected.

It will solve the need to download everything just to look at it, which slows down the workflow and impacts HDD space.

This happens with every ticket created as the customer sends the PO as a PDF. It causes many delays and wastes time.

There is no workaround for this.

You should be able to click on the link and choose to view it in a popup window or download it.

The intent is to keep the main organization e.g. World Bank.

Any user that gets added with the @worldbank.com domain will get added to the parent. You can then set a "sub domain/group/Child" location to the user so Bob Smith is located in USA, New York, 1 First St. Then we could have Sue Smith located in Australia, Sydney, 56 Queens Road.

I need to see all Tickets for the main organization as we do now but also select the "sub domain/group/Child" location and look at the history of that physical address. End users should have a primary "sub domain/group/Child" and also be able to have additional ones as they could be a manager for more them one.

So if Bob opens a ticket it will be seen under the parent and the primary child.

You should be able to see the parent organization of faults for Bob and/at the "sub domain/group/Child" physical address location. If this is used for say HR or H&S there could be a location environmental issue that is hard to understand without looking at the history for the physical address location over time from multiple tickets from different end users sent from the same physical address location all for World Bank.

I don't want to create 1000 organizations in this fashion

• World Bank - USA, New York, 1 First St
• World Bank - Australia, Sydney, 56 Queens Road

As they will not be all linked under a Globel World Bank organization.

All of this needs to be exportable/importable and updated via CSV as this is easy to manipulate as well as in the App.

Yes sure.

Sometimes your standard signature may be good for a first email but is too much info or too long for a reply.

It would be nice if you could pick between a few options or remove it completely via a macro.

Can you please review this request it is really needed? The team is now looking at moving to Salesforce :(