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Benjamin Kirsch

已加入2021年4月14日

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最后活动2025年2月25日

Zendesk Product Manager

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的最新活动 Benjamin Kirsch

Benjamin Kirsch 进行了评论,

评论Ticket management

Hi Karen Smith , that likely means that there are email notifications being sent out by your triggers on that comment that aren't a part of the To/CC fields in the ticket convo.  You can check the specific Trigger notification that is failing by utilizing the data in the EventLog.

 

For Kyle Dupont, Elisa Ma, and Suresh S: we can remove you from the rollout for the time being while we work through implementing more control for the feature on your end .  Please open a ticket with Zendesk Support and feel free to mention my name, your request with your account information will then make it to my team.  That will also help me to better track your use cases so we can work on accounting for those in future iterations.

查看评论 · 已于 2025年2月25日 发布 · Benjamin Kirsch

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Benjamin Kirsch 进行了评论,

评论Ticket management

Hi Sydney, regarding Milena's question, she had asked it here but to summarize the answer, this feature will work External Addresses that are connected via Email Forwarding.  Other External Address connected via methods such as the Gmail Connector, SMTP Connector, or Exchange Connector are follow-on improvements that we're considering, which is called out in the note at the top of this article.

 

For the other two points, those are things that I'm tracking as follow-on improvements and I'll get the article updated to reflect that this initial release doesn't cover Side Conversations or a use case in which an identity doesn't have an email address.   

 

For the use case in which a user doesn't have an email address on their identity, there is already a warning in the Composer notifying an agent of that.  I understand that your ideal scenario would be to have that warning in this feature's UI (and I'm definitely tracking that), but just wanted to bring up this other feature in case you any feedback I can pass along to the team that implemented it.

查看评论 · 已于 2025年2月20日 发布 · Benjamin Kirsch

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Benjamin Kirsch 进行了评论,

评论Ticket management

Hey all, really appreciate the engagement on this post!  Glad to see everyone excited about the feature and providing feedback.  There’s a few questions so will do my best to get them answered here:

 

Mare Donohue For your first question, this is something that we can consider adding in the future! I'll track this feedback as a feature request.  A potential solution for your request could be achieved by using the system tag we are adding to the ticket any time there is a failure: that tag could be used in an automation to send out an email to a specific address.

 

For your second question about Suspended Tickets, that is already possible and discussed in this HC article.

 

mfg At this time, that is all functionality that we are considering as a part of incremental improvements we will be making to the feature in the future.  I’ve jotted these down as feedback and will continue tracking them!  In the meantime, the Email Notifications API can be used to programmatically access the data powering the feature.

 

Robby Lawrence at this first release Side Conversations will not be covered.  I'll take your feedback and chat with the Side Conversations team about this.  I agree, getting this feature included in Side Conversations will be important.

 

Ronit Gieske As mentioned in the Announcement, the feature will be rolling out over a 2 week period from Feb 10, 2025 to Feb 24, 2025, so it may take some more time for it to be available in your account.  Also, to clarify, the use case you have described is already addressed by another feature mentioned here.

查看评论 · 已于 2025年2月12日 发布 · Benjamin Kirsch

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Benjamin Kirsch 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Hi Jon Thorne at this first release Side Conversations will not be covered.  I'll take your feedback and chat with the Side Conversations team about this.  I agree, getting this feature included in Side Conversations will be important.

查看评论 · 已于 2025年2月12日 发布 · Benjamin Kirsch

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Benjamin Kirsch 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Hey Philipp Metzdorf, that feature already exists within the To and CCs section of the Composer .  See “Step 5” under the To CC a user from the ticket interface section.  

If you have any feedback on that feature I can pass it along to the PM and team that implemented that!

查看评论 · 已于 2025年2月11日 发布 · Benjamin Kirsch

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Benjamin Kirsch 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Hi Milena Rusanova, sorry for the confusion there. We've updated that note to be clearer and it now states “Note: This feature does not currently apply to email sent via the Gmail Connector, Authenticated SMTP Connector, and Exchange Connector (EAP).”

 

Email Status will work for External Support Addresses set up via the Email Forwarding feature.  Based on your comment, it seems like your Support Addresses are set up via that Email Forwarding feature, so you should be covered.

查看评论 · 已于 2025年2月11日 发布 · Benjamin Kirsch

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Benjamin Kirsch 创建了一篇文章,

文章公告
宣布日期 开始推行 结束推行
2025 年 2 月 10 日 2025 年 2 月 10 日 2025 年 2 月 24 日

专员工作区现会显示出站电邮未能送达预期收件人的时间,以及与该失败相关的错误代码。这有助于专员了解他们需要采取哪些后续步骤来联系工单的终端用户。

此公告包括以下主题:

有什么变化?

Zendesk 已在专员工作区推出一项新功能,该功能可提高出站电邮发送失败的可见度,并在 Support UI 中显示发送失败的情况。此更改会影响所有专员工作区用户,在其与工单更新相关的电邮未成功送达时,会向他们提供错误代码和背景信息。这一新功能可帮助专员快速识别并解决电邮发送问题,显著提高客服互动效率。

系统会为出站电邮发送失败的工单添加 system_email_notification_failure 工单标签,以便您搜索这些工单或为其创建视图。

新的公开 电邮通知 API 现已发布,以便您以编程方式访问支持此新体验的数据。

Zendesk 为何作出这项更改?

Zendesk 致力于提供关于电邮通信的更深入见解,以提升专员工作区体验。电邮通知和讨论串电邮对话是我们客户服务模式的基础。

当电邮消息无法送达预期收件人时,就会中断支持流程,并阻碍专员有效协助客户的能力。通过提供明确的通知和错误代码,我们旨在帮助专员更高效地解决这些问题,并保持较高的客户满意度。

我需要做些什么?

此更改没有关联的操作。您会注意到工单对话和工单活动日志中所有出站电邮消息标题信息中的新元素,以指示电邮是否发送给收件人失败。

要获取更多见解,请使用光标单击失败图标,获取关于特定失败原因的信息,并参阅我们的文档以确定如何进行故障排除。此外,工单活动日志将包含更多关于生成失败消息的触发器的信息,以便进行进一步的故障排除。

如果您对此公告有任何反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

已于 2025年2月20日 编辑 · Benjamin Kirsch

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Benjamin Kirsch 进行了评论,

社区评论 Feedback - Admin Center
Hey Boyan, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

查看评论 · 已于 2024年12月02日 发布 · Benjamin Kirsch

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Benjamin Kirsch 创建了一篇文章,

文章公告

宣布日期:2024 年 11 月 18 日

Zendesk 将更改工单通知的入站电邮回复与现有参考工单(也称为“讨论串”)的关联方式。我们发布此公告,以便客户了解这些更改。

此公告包括以下主题: 

新增功能

以前,Zendesk 会在发送给终端用户的外发工单通知电邮的“回复”标头中包含连续工单 ID,并在某些情况下允许将新到电邮回复中的连续工单 ID 用于讨论串。换言之,来自终端用户的回复电邮将发送到 support+id@.zendesk.com

10 月 23 日,我们更新了发送给终端用户的工单通知电邮中的“回复”标头,改为使用编码 ID,而不是连续工单 ID。最近,我们还将连续工单 ID 替换为编码 ID,作为工单讨论串流程的参考。这意味着连续工单 ID 将不再用于将入站电邮串连到工单中。因此,对于 10 月 23 日之前发送给终端用户的出站工单通知电邮,如果“回复”标头中包含连续工单 ID,且电邮中未包含编码 ID,则回复电邮可能会创建新工单,而不是讨论串。

Zendesk 为何作出这项更改?

我们致力于帮助保护和增强客户数据安全。

我需要做些什么?

您无需进行任何操作。大多数帐户而言,工单 ID 讨论串很少出现,这些更改以后会自动实施。有关电邮讨论串流程(包括编码 ID)的更多信息,请参阅新到电邮如何讨论串到工单?

如果您对此公告有任何反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

 

 

已于 2024年11月21日 编辑 · Benjamin Kirsch

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Benjamin Kirsch 进行了评论,

社区评论 Feedback - Ticketing system (Support)
Hey Jacob, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. 
 
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.

查看评论 · 已于 2024年10月24日 发布 · Benjamin Kirsch

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