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Ankita Desani

已加入2021年4月15日

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最后活动2023年12月27日

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Ankita Desani 进行了评论,

评论Ticket automation and collaboration

Hello, We recently went with multi-layer support structure in ZD where Support level 1 submits ticket to support level 2.

Even after updating triggers, CC notification text is always from settings/tickets instead of what is set in Triggers.I tried to remove it but no luck - it only appears with default text.

"You are registered as a CC on this request ({{ticket.id}}). Reply to this email to add a comment to the request.

{{ticket.comments_formatted}}"

We don't want this text to appear in tickets that are submitted internally from Level 1 to Level 2.

Is it possible to achieve this?

查看评论 · 已于 2021年6月17日 发布 · Ankita Desani

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Ankita Desani 进行了评论,

社区评论 Feedback - Apps and integrations (Platform)

A feature that has an option to not copy requester and cc from the original ticket. This will ensure client address are not copied on cloned ticket automatically.

查看评论 · 已于 2021年6月15日 发布 · Ankita Desani

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Ankita Desani 创建了一个帖子,

帖子 Q&A - Objects, workspaces, and rules

Is it possible to set up a trigger such a way that if a certain tag or certain type of form is selected then response will go through a particular channel (Email address) regardless of which channel ticket is received?

For example : Ticker 123 is submitted via web form, and is assigned to tier2 support, any public comment on that ticket will go through default email address. However i would like that response to through tier2 support email address. 

已于 2021年4月07日 发布 · Ankita Desani

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