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Sydney Neubauer

Entrou em 15 de ago. de 2022

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Última atividade em 21 de fev. de 2025

Zendesk Luminary

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Atividade mais recente por Sydney Neubauer

Sydney Neubauer comentou,

ComentárioTicket management

Benjamin Kirsch 

  1. We are using email forwarding. I actually submitted a ticket to Zendesk premier and they had confirmed external emails added to Zendesk do not get the error. Can you clarify the scenarios that would get the error and would not? Perhaps add a chart with different scenarios. We have our own branded emails in Zendesk that are externally owned. inbound they forward to the Zendesk email but when it leaves Zendesk, it goes straight to the recipient.

  2. Thank you! Yes please add those items to the article
  3. Yes we are aware but that requires agent action to view the error (add email, expand the ticket by selecting ‘see more’ for headers, hover over the email added, see error). There is no immediate indication in big red letters to show there is no valid email and can be easily missed.

Exibir comentário · Publicado 21 de fev. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

ComentárioTicket management

I just got confirmation for my 2 points:

  1. As there is no email address to provide the bounceback, there will not be an error if you send an email to a profile with no email address
  2. If you use branded emails or addresses not owned by Zendesk, then no bounceback is present

This article is missing vital information. It needs to be updated to include these limitations as the article is very misleading without it:

  1. No bounceback for no emails
  2. No bounceback for non Zendesk email addresses
  3. No bounceback for Side Conversations

Exibir comentário · Publicado 19 de fev. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

ComentárioTicket management

Benjamin Kirsch 

Couple of questions:

  1. Is this feature going to also give an error when there is no email on a ticket and an outbound email is sent out? It is not specifically mentioned in this article but there is a feedback post on it: Notify users when trying to email to a user without email address – Zendesk help
  2. I don't see the items mentioned by Milena Rusanova's comment: https://support.zendesk.com/hc/en-us/articles/7917145637530/comments/8874699778458 Does this mean that we will always get the error and there are no limits to it only being for emails from zendesk owned emails?
  3. Can you please update the article to specifically state ‘Side conversations not impacted’? We shouldn't have to read the comments to find out that it isn't

Exibir comentário · Publicado 19 de fev. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Is this going to be addressed with the bounceback errors that are rolling out? Understanding email delivery failures in the Zendesk Agent Workspace – Zendesk help

Exibir comentário · Publicado 18 de fev. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

ComentárioWorkflow best practices and recipes

D.Fitz  Yes we ran into this aswell. It is a bug (reported almost 2 years ago now). Turns out you have to have a placeholder within Dynamic Content if there is formatting otherwise the formatting appears. As such, Zendesk did provide us with a workaround of a ‘blank’ placeholder we can slip into each DC

 

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Exibir comentário · Editado 13 de fev. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1 we run into this issue as well if you copy and paste ticket content as it says ‘Yesterday’ which does not help for historical record. And when troubleshooting tickets, trying to find the impacted time range/date, takes time as you have to hover to see the date and time

Exibir comentário · Publicado 11 de fev. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

Comentário na comunidade Feedback - Admin Center

Joel Cohen Is there an announcement around this change? This is something we are eagerly awaiting and didn't see one come out aside from your comment

Exibir comentário · Publicado 05 de fev. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1 I can definitely see a use for this

Exibir comentário · Publicado 03 de fev. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1 we would also like the ability to create tickets based on other comments. We have scenarios where someone will submit a single ticket for 10+ issues and we need to split them up to ensure the right team handles it. Having the ability to split tickets off would save so much time

Exibir comentário · Publicado 28 de jan. de 2025 · Sydney Neubauer

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Sydney Neubauer comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1 Even for maintenance purposes - we underwent a rebranding so we needed to search for certain keywords within macros. This would be easier if we could search for content

Exibir comentário · Publicado 28 de jan. de 2025 · Sydney Neubauer

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