Heather Rommel
Freelance Zendesk Administrator specializing in custom triggers, automations, macros, Guide, KPI reports, app integration and best practices. www.zenmasteradmin.com. @zenmasteradmin
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Heather Rommel님의 최근 활동-
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Hi Grace Cameron, I don't think you'll find it on your server, but I could be wrong. If you're on an Enterprise account, you can set up the Email Archiving option under admin -> Settings -> Tickets...
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Hi Emily Tenenbaum, That's interesting - Can you look in the ticket events and see if the ticket is getting set to Open status? I'm wondering if the trigger that does this was modified. Also, check...
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Hi Grace Cameron, I suspect the breaker here is that the first line in a Zendesk email is the delimiter which looks like this: ## Please do not write below this line ## So your first email link is ...
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Hi Nabeel Bilgrami, I have a feeling that what's happening here is the public comment is not from the requester. If I'm not mistaken (and I could be) the system looks for who made the comment. So w...
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I personally recommend the Split 'n' Close app. It's very flexible and easy to use! https://www.zendesk.com/apps/support/split-n-close/?source=app_directory
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I'd say usually I have to refresh my browser for a new field to show. Thanks!
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James, Thanks so much for circling back and letting us know! Happy Zendesking!
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You'll want to identify the tickets that need the CCs, add a tag to those, then add the tag to the trigger to only run if that tag is on that ticket. This way it won't fire off on tickets without t...
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For my instance, I've set a tag on all agent-created tickets agent_created Then I modified my current Request Received trigger to NOT fire off if that tag is present. I cloned that and made a new R...
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Hi Paul Dicken We tend to send the emails outside of Zendesk and set the "reply to" address to one of our Zendesk emails. This way, tickets aren't created unless the customer replies to it. I agree...