John Meyer

For Edge you need to allow Media Autoplay. It is not an option when looking at the site-specific permissions.

1. Go here: edge://settings/content/mediaAutoplay (Settings > Cookies and Site Permissions > Media Autoplay)
2. Click Add
3. Enter your Zendesk url or [*.]zendesk.com into the box.
4. Click Add again

I just created a ticket via web widget and the email was from support@company.com. It did not create the support+123456@ email address. I don't believe it will create the unique email address if you are using an externally connected address, shown below.

And here is a screenshot showing how it is not unique any longer:

I recently realized that I accidentally eliminated this problem when I connected an external address as the primary email address on this page: https://COMPANY.zendesk.com/admin/channels/talk_and_email/email

When I previously forwarded emails from support@company.com to support@company.zendesk.com, tickets would generate an email address like support+123456@company.zendesk.com. Employees would use the autofill in Outlook and email a specific ticket instead of support@company.com, causing this issue.

Now that I have connected the address, all email from Zendesk comes from support@company.com and the ticket is tracked via code in the ticket itself. So now the only email that hits autofill is the correct support@company.com, and this problem has vanished for us over time.

The only time I ever see this issue is if someone finds an old email and hits reply to report a new issue, but that is rare. I have left the trigger in place that auto-closes tickets that I previously posted (just about the same as Morten's) for employees that have very old autofill data.

Microsoft Teams has become the primary communication method in my organization. It is also the only method we utilize where we cannot open and communicate tickets via Zendesk. Our support team is constantly replying to personal chat messages telling people to go open a ticket via email, web form, call, or text.

Ideally, chats to technical support should go to a "Zendesk bot", and not a specific employee. This bot would have standard messages as a Zendesk channel. I envision a process like this:

1. Employee sends message to Zendesk bot describing issue.
2. A ticket is opened. Zendesk bot replies in Teams chat to the user that the ticket has been opened, gives ticket number/link, or whatever is entered in the trigger.
3. Now that the Teams channel is being used, any future updates will be delivered to the user from the Zendesk bot. Likewise, continued chats from the user will be delivered to the ticket. Since there may be multiple open tickets, 1. the bot should display the subject/ticket number on each message and 2. if open ticket with user is more than one, the bot should ask which ticket they are replying to. (press 1 for ticket 123456 - Printer issue, Press 2 for ticket 123457 - Monitor issue, etc.)
4. From there support agents just use standard methods to communicate throughout the fix and close the ticket.

Teams is the primary communication app in our company and the only one that we cannot accept tickets with. We constantly reply to chats telling people to go open a ticket via email or web form. I would really, really, really love to see a way to manage this within Teams. I would love to offer feedback and use case discussions if needed.

I have created a trigger that works well to detect these tickets, notify the user, and automatically close the ticket. I currently have an automation to set the ticket from solved to closed after 16 business hours, so this only applies to tickets that are at least that old in case someone replies to a recently solved ticket that needed further work.

Conditions:

If comment text contains the following string "This is a follow-up to your previous request"

If status is New

Actions:

Email user requester "Your ticket was closed, email the correct address, bla bla bla"

Status = closed

Thank you so much for responding.  I think their are multiple specific examples on this thread, but I also think I can concisely represent the common complaint here...

Every single closed ticket generates an additional email with a survey request. Virtually all end-users see this as spam and dislike receiving them because they are sent on EVERY ticket.  Note some previous comments where the functionality has been completely disabled due to customer complaints.  Having them randomly or intermittently sent (every 10th ticket, 10% of the time, etc) would allow us to send surveys while not annoying our employees/customers.

I would like this as well, but an alternative would be to put the code for the satisfaction buttons in the trigger that notifies the user/customer that the ticket has been solved:

{{satisfaction.rating_section}}

This way you never send anyone a satisfaction email to annoy them, but they all get the links anyhow.