Harrison

Received some feedback that the default template language for a merged ticket gives the impression that the ticket has been closed out. 

Yes, the text says it was merged, but having much experience with end users shows me that users only read what they want to see and they see the word "closed," stop reading, and then get annoyed that their ticket was closed without explanation. 

Thus, it would be useful if we could customize the default text. For example I would remove the word "closed" and leave merged to signify that the ticket is still open to the user.

Will a side conversation create a ticket in the IT instance? If so that is still an issue because it creates a new ticket in IT separate from the one the requestor submitted. None of the agents in the IT instance are agents in the HR instance (for obvious reasons) so I'm not sure how a side conversation would even work. And if the answer is to use those agents email in the side conversation again that's not useful because the HR agent can just add one of the IT agents email into the CC field.

We have Zendesk for IT and we added Zendesk for our HR department earlier this year. Due to privacy concerns we did what Zendesk recommended and setup HR on a separate tenant. However as is normal in all businesses, HR and IT are often copied together on tickets. 

While a ticket is created in both tenants, cross communication does not work. If HR replies in their ticket and asks for input from IT we never see the response, Zendesk auto-blocks the email. It doesn't even show as a suspended ticket. I've talked to support about this but we really need the ability to collaborate like we would if IT and HR were shared mailboxes not tied to Zendesk.

Our HR instance is up for renewal next year and we may evaluate alternative ticketing systems for HR if this is still an issue.

We have this same issue. We have Zendesk for IT and we added Zendesk for our HR department earlier this year. Due to privacy concerns we did what Zendesk recommended and setup HR on a separate tenant. However as is normal in all businesses, HR and IT are often copied together on tickets. 

While a ticket is created in both tenants, cross communication does not work. If HR replies in their ticket and asks for input from IT we never see the response, Zendesk auto-blocks the email. It doesn't even show as a suspended ticket. I've talked to support about this but we really need the ability to collaborate like we would if IT and HR were shared mailboxes not tied to Zendesk.

Our HR instance is up for renewal next year and we may evaluate alternative ticketing systems for HR if this is still an issue.

Resurrecting this thread because it is still an issue. Not only does ticket description not work but ticket.comments doesn't either. Support confirmed that they suppress this in the initial acknowledgement email to the requestor and to the CCs.

It is highly desirable to be able to list the original comment for anyone CCed at a minimum. Our CEO is copied on some ticket submissions but due to the volume of email he receives cannot always determine what the ticket is about until an agent has replied.