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Sydney Neubauer

가입한 날짜: 2022년 8월 15일

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마지막 활동: 2025년 2월 21일

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님의 최근 활동 Sydney Neubauer

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댓글Ticket management

Benjamin Kirsch 

  1. We are using email forwarding. I actually submitted a ticket to Zendesk premier and they had confirmed external emails added to Zendesk do not get the error. Can you clarify the scenarios that would get the error and would not? Perhaps add a chart with different scenarios. We have our own branded emails in Zendesk that are externally owned. inbound they forward to the Zendesk email but when it leaves Zendesk, it goes straight to the recipient.

  2. Thank you! Yes please add those items to the article
  3. Yes we are aware but that requires agent action to view the error (add email, expand the ticket by selecting ‘see more’ for headers, hover over the email added, see error). There is no immediate indication in big red letters to show there is no valid email and can be easily missed.

댓글 보기 · 2025년 2월 21일에 게시됨 · Sydney Neubauer

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댓글Ticket management

I just got confirmation for my 2 points:

  1. As there is no email address to provide the bounceback, there will not be an error if you send an email to a profile with no email address
  2. If you use branded emails or addresses not owned by Zendesk, then no bounceback is present

This article is missing vital information. It needs to be updated to include these limitations as the article is very misleading without it:

  1. No bounceback for no emails
  2. No bounceback for non Zendesk email addresses
  3. No bounceback for Side Conversations

댓글 보기 · 2025년 2월 19일에 게시됨 · Sydney Neubauer

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댓글Ticket management

Benjamin Kirsch 

Couple of questions:

  1. Is this feature going to also give an error when there is no email on a ticket and an outbound email is sent out? It is not specifically mentioned in this article but there is a feedback post on it: Notify users when trying to email to a user without email address – Zendesk help
  2. I don't see the items mentioned by Milena Rusanova's comment: https://support.zendesk.com/hc/en-us/articles/7917145637530/comments/8874699778458 Does this mean that we will always get the error and there are no limits to it only being for emails from zendesk owned emails?
  3. Can you please update the article to specifically state ‘Side conversations not impacted’? We shouldn't have to read the comments to find out that it isn't

댓글 보기 · 2025년 2월 19일에 게시됨 · Sydney Neubauer

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Is this going to be addressed with the bounceback errors that are rolling out? Understanding email delivery failures in the Zendesk Agent Workspace – Zendesk help

댓글 보기 · 2025년 2월 18일에 게시됨 · Sydney Neubauer

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댓글Workflow best practices and recipes

D.Fitz  Yes we ran into this aswell. It is a bug (reported almost 2 years ago now). Turns out you have to have a placeholder within Dynamic Content if there is formatting otherwise the formatting appears. As such, Zendesk did provide us with a workaround of a ‘blank’ placeholder we can slip into each DC

 

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댓글 보기 · 2025년 2월 13일에 편집됨 · Sydney Neubauer

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+1 we run into this issue as well if you copy and paste ticket content as it says ‘Yesterday’ which does not help for historical record. And when troubleshooting tickets, trying to find the impacted time range/date, takes time as you have to hover to see the date and time

댓글 보기 · 2025년 2월 11일에 게시됨 · Sydney Neubauer

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커뮤니티 댓글 Feedback - Admin Center

Joel Cohen Is there an announcement around this change? This is something we are eagerly awaiting and didn't see one come out aside from your comment

댓글 보기 · 2025년 2월 05일에 게시됨 · Sydney Neubauer

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+1 I can definitely see a use for this

댓글 보기 · 2025년 2월 03일에 게시됨 · Sydney Neubauer

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+1 we would also like the ability to create tickets based on other comments. We have scenarios where someone will submit a single ticket for 10+ issues and we need to split them up to ensure the right team handles it. Having the ability to split tickets off would save so much time

댓글 보기 · 2025년 1월 28일에 게시됨 · Sydney Neubauer

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+1 Even for maintenance purposes - we underwent a rebranding so we needed to search for certain keywords within macros. This would be easier if we could search for content

댓글 보기 · 2025년 1월 28일에 게시됨 · Sydney Neubauer

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