Joel Watson

Lorena Emanuel Thanks for sharing your workaround! It's definitely possible to work around this issue to some extent, but I still think Zendesk should have first class support for matching by user email address without having to create elaborate workarounds using tags. Adding an additional “User Email” condition with “matches exactly”, “contains”, etc. options that would allow you to specify an exact email or any email containing a string (e.g., `@foo.com`) to activate a trigger seems like something extremely basic that Zendesk should have. In fact, they really should have had support for this from the first day Triggers were released, in my opinion. Not sure how we're almost 8 years past when this feature was requested still without the feature.

Shawna James  How is read receipts on email channels a separate request? That's exactly what I was asking for in the OP.

Zac Garcia I think Slack has a pretty good implementation of this with their Reminders (pictured below). I don't think I'd ever use the "20 minutes" in a support ticket context – or even the 1 hour option really (although I could see someone needing that). For me, 3 hours (essentially "later today" for something I want to follow-up in the afternoon for that came in during morning hours), tomorrow morning (where "morning" could be defined by a ZD schedule or something – Slack lets each user set this up themselves), next week (i.e., Monday of next week at beginning of the day), and I'd probably add a "next month" option too for situations where something is being worked on by engineering or something and I need to follow-up on it after a considerable amount of time. Beyond that, having a "Custom" option similar to Slacks would be awesome.

-Joel

Hi Amisha Sharma!

Where are they showing up? Some of our tickets are via email where the end user isn't logging in to view responses – should these read receipts work under those conditions? Not sure if I'm just looking in the wrong spot for them, if we don't have any users who have viewed responses since this was shipped, or what! Looking forward to seeing this in action though.

By the way, this is a feature request, not a "please tell me how" because what I'd like to do isn't possible currently without creating a custom ZD app as far as I can tell. Not sure why this was marked as "Answered".

Hi Amie!

I guess you missed this part of my post:

Sure, it would be possible to do something similar using tags macros, and automations, but I'd much rather just have a way to do this via the Submit dropdown or a keyboard shortcut.

I actually proceeded on trying to implement something along those lines after posting this as an interim solution (having it built into Zendesk as a first-class feature would be much better). However, I ran into a variety of difficulties.

As you showed, there are "hours since ticket status on-hold" automation options. That works great for the first couple variations (1 hour, 3 hours). However, the "tomorrow" option doesn't work so well. I don't want it to wait 24 hours and pop back up or even 8 business hours. I want it to pop back up at the beginning of the next business day (e.g., 9am) regardless of when it was "snoozed" (e.g., you might snooze it at 2pm – it should still "wake up" at 9am the next day). This issue is present with the "next week" variation (we want it to wake up at 9am the following Monday) and the "next month" variation.

One thing I had considered was using Tasks for this since you can set due dates and automations have an "hours until due" option. The problem here is that there's no way to set the due date for tasks in macros. So, if I have a "Snooze > Tomorrow" macro, I can change the ticket to a Task, set a tag on it (e.g., "snooze-tomorrow") and move its status to "on-hold". However, there's no way to set the due date for the task to 9am the following day.

Going to keep noodling on this to see if there are other work arounds, but ultimately, all these workarounds to get some functionality like this is a royal pain. It should be built into Zendesk.

-Joel

Hi there!

I would really love it if there were the built-in capability to "Snooze" a ticket. By that, I essentially mean the ability to update a ticket to "On-hold" status and have it automatically bump back to "Open" status after N time. Something very much akin to the "Remind me about this" feature in Slack (i.e., you'd have the option to Snooze for something like 1 hour, 3 hours, Tomorrow (i.e., it'd pop back in the next day at the beginning of the business day), Next Week (i.e., it'd pop back in on Monday at the beginning of the business day), or Custom (i.e., you could pick Friday 3 weeks from now at 9am).

Having this capability would be great. An example use case is a ticket where we're waiting on engineering to fix a bug. I want to put the ticket in "On-hold" status, but sometimes those get lost in the mix. I'd prefer being able to set them as "On-hold" and have them automatically get marked as open after a week or something. Sure, it would be possible to do something similar using tags macros, and automations, but I'd much rather just have a way to do this via the Submit dropdown or a keyboard shortcut.

@... That's right. My initial post was also about that – having every update posted as a new post to the channel (even if you're also threading them) is too spammy. We just want one post for each ticket that's opened with a thread containing the responses so people can follow along if they want.

Hi all!

I'd love to have read receipts built into Zendesk without the need for third party applications or extensions. This seems like a pretty core usability feature that should be built into the product. Furthermore, I'd be more comfortable trusting ZD with this feature than a third party.

That aside, third party implementations achieve this by posting internal comments noting when a comment has been read. This is very intrusive to a ticket and takes up a lot of screen real-estate.

Ideally, this would be baked into ZD and would show up in a subtle fashion. For example, a "Seen" indicator next to the ticket comment's timestamp (screenshot achieved by editing HTML on a ticket page to create an example):

Would really love to see this get implemented!

Regards,

-Joel

How is there STILL not a trigger for this? It's been nearly 6 years since this basic functionality was requested.