Anaïs France

Hi Philipp,

Thanks for your answer and sorry for my slow reaction.

When you say "there isn't a native way" - is there a way for a developper ?

Hi, when I promote some articles, they appear in the promoted articles section on the home page, which is good, but I do not want them to be on the top of each section, for our articles are sorted manualy in a logical order.

So I want my articles lists ordered regardless of promoted articles; would this be possible ? 

I find this feature (follow-up tickets) intersting but it would be nice to have the possibility to unlink to the old ticket in the agent space if the new issue has nothing to do with the old topic.

Ok, thank you. That seems to be clear !

Good day to you !

Thanks a lot for your prompt reply. I've already had a glance at this article, but I went through this more carefully this time. There's no mention about the case of restricted access with the allow list containing email domains, just what copied users can do, so if it's not an omission, I understand that a copied user can interact within the email exchange in any case using their email client, and that will not suspend a ticket. 

As we are using email domain mapping with organization, not registered users added as CC by a requester were added as new profile and attached to the organization mapped by their email domain.  I'm not sure if our setting is "Ask users to register", but your test seems to confirm that except for the case of email domain mapping where a new email is recognized as an authorized user, a CC will not create a new profile in case of restricted access setting, but they remain as a CC of that ticket and can send a public or private message about that ticket. 

J'espère que c'est clair ce que j'ai écrit ! Je viens de percuter que vous êtes français..

Hi Remi, thanks for your reply.

1. I was talking about email address added as a CC, not that of the requester.

Or, do you mean that if an unregistered email is added as a CC by a requester, that ticket will be suspended in case of restricted access setting?

2. Also, I’ve already noticed that when an agent or an end-user adds a non-registered email as a CC, this email will be added as a new user. However, if an end-user adds as CC an email which is not in the allow list, I’m not sure what happens.

Will that email be added as a new profile in spite of the restricted access ?

As for the test I made, it’s more than 3 weeks ago, and I’m not sure I’ll find that test ticket.

If I can have a clear explanation of the expected behavior in general terms, that will be fine for me.  

Thanks for your confirmation, Madison.

I was imprecise in my message as to {{ticket.id}}, but I was refering to the formula #{{ticket.id}} which apparently behaves the same way as {{ticket.link}}, that is, according to the recipient/target, it renders a link to agent/tickets/ or hc/requests/.

So, using {{ticket.id}}, I could write the URL to the end user’s request page - hc/requests/{{ticket.id}}, but since I can’t put html code in the message area, there’s no way of sending the link to this page to an agent (I'm thinking of a message via automation) ?

Hi !

We have set up a restricted access to our Zendesk instance with some domains listed in the allow list and all other users suspended with * in the blocked list.

What is the expected behavior when a user is added as a CC to a ticket when

1. CC’s email is in the allow list but is not registered or already registered but the email is not verified yet.
2. CC’s email is not in the allow list.

It looks like in either case the CC will be added as a new user, but I want to be sure there will be no problem  at least for the 1st case.

I tested the case 2 with a requester adding a CC from the request form - although having been added as a new user and received the agent's reply as CC,  the CC was removed from the ticket at some point (after the requester replied all) so I'm a bit confused.

Hi !

I'm confused about which URL the placeholders {{ticket.link}} and #{{ticket.id}} point to. It looks like in some case, they render the URL in the help center (/hc/requests) and sometime the ticket's URL in the agent's space (/agent/tickets/) : is it agent's space in a notification to an agent and the help center's URL when sent to the requester and CCs ?

Which placeholder shall I use to get the link to the help center (/hc/requests) to communicate to an external user in a trigger/automation/macro/dynamic content ?

I would like to put the link to the request in the help center in a notification to the assignee (by automation), which can be transfered to end-users.

@..., thanks for the clarification !

Actually it would have been interesting for us if a reply to a side conversation could become a public reply: in some cases, we are relying on the public reply of people we add to tickets as CCs and we'd like to send them a reminder if they delay replying. So I thought we could use the side conversation for the reminder, and it would have been convenient if they could just reply to that email to make a public reply, but I suppose this is not the purpose of this feature.