Matthew

Agree. strongly. and not a happy bunny

this is an incredulous limitation and either an oversight by the development team or a sales ploy. 

we have deployed 4 separate instances. (as recommended by Zendesk in the first) and have 2 partners who also use Zendesk support. and the best option is to tell our 4000 customers to change the way they send mails... Really! 

we now have entered within my business road map a migration to a working support system. 

Agree. strongly. and not a happy bunny

this is an incredulous limitation and either an oversight by the development team or a sales ploy. 

we have deployed 4 separate instances. (as recommended by Zendesk in the first) and have 2 partners who also use Zendesk support. and the best option is to tell our 4000 customers to change the way they send mails... Really! 

we now have entered within my business road map a migration to a working support system. 

hi Graeme, 

many thanks for your response.

yes that would be the first point i would have headed to however the problem is, we don't use the help centre. for the simple fact no one would access it. this is the dairy industry and the plans are going out to Farmers, Hauliers, Customs for Export  etc. we are lucky if half of the recipients use a mobile so requesting such to access a portal is a nonstarter. 

secondly the planning update is a system generated PDFa (we don't own the system) which cannot be altered so the article would have to be managed. 

whilst i still look for an option i'm going to fudge a solution together where the ticket remains open and is updated daily. then set the trigger against a bespoke tag (dist_list) to send Last comments only. and the attachment of course. 

the search for a solution continues :) 

hi everyone, 

apologies if there is already a post on this subject. 

so here is the situation. we have to send out a planning update every morning to 37 different recipients (end users). at the moment the best we can do is add/resend the same ticket out with the 37 end users attached. this is not good on our reporting as we would like to create a new ticket every day. however the arduous task of adding 37 end users to the list detracts from the efficiency drive Zendesk offers. 

So. if there an option or app we can use or is there some kind of jiggery pokery we can do with scripting. 

yours, thanking in advance

Matthew

hi folks,

as above

we are the same. we have sales orders and PO's within tickets which we have to jeep archived for 6 years (audit purposes) - ideally we would like the option to Automate any closed ticket to a in house email. mitigating the risk of loosing the PO attached and reduce the necessity of having to print and keep. a nice little option in the trigger and automation for "Forward contents to email:me@mycompany.com" would be ideal. 

 

Alejandro,

my apologies for my late response. Thank you for the guidance. we have actually set an automation to raise priority and trigger against SLA under the business schedule. Works a treat. So thanks again. 

Matthew