Email notifications in trigger visible as Public Reply/Internal note | Community
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Email notifications in trigger visible as Public Reply/Internal note

  • April 30, 2020
  • 6 replies
  • 0 views
W

Hi,

 

I have a question related to triggers.

 

My trigger is notifying the requestor (so my Customer) with a special email based on a unique tag. The fact that the email was sent out is only in the ‘Events’ tab, which is not shown to agents at first sight and is missed most of the time.

 

As the email was sent to requestor it is a reply to him – why it cannot be visible as a Public reply in ‘Conversations’ tab? It would show the agent that the email was sent out. We have a lot of doubled messages as the trigger sent the message and the agent too, cause he/she didn’t see it.

 

Is it possible to have ‘Email notifications’ made by a trigger visible in the ‘Conversations’ tab? In my opinion, such emails are also part of the 'Conversations' with a Customer, but it is just an automated message.

 

Thank you

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    6 replies

    Sagi
    • Sagi
    • April 30, 2020

    After giving it a thought or two - totally agree with @Marta Jacuk-Zurak 👌

     

    E
    • Erika15
    • May 8, 2020

    Hello @Marta Jacuk-Zurak,

    Thanks for letting us know about your case! I'm going to generate a ticket on your behalf so our Customer Advocacy team can look into this further.

    You'll receive an email shortly stating your ticket has been created.

    Heather13
    • Heather13
    • May 15, 2020

    I think there is a way to achieve this by adding an extension (target) and modifying your trigger to update the ticket with a public reply using the Notify Target. Then your usual ticket update notification trigger will send an email to your customer just like it does with any other public comment. Could that work for you?

    W
    • WRO11
    • Author
    • May 15, 2020

    Hi @Heather Rommel,

    Right now I have it done using an API, but to be honest, having it added, when the trigger is fired is much simpler and when any change will need to be done we would not require a developer engagement

    Besides that, when a trigger is sending an email to a Customer it should appear as Public Reply - it is a message to Customer.

    OR

    In trigger conditions, when the text of the message is typed there should be a tick-box if this should be visible as a public reply, internal note, or none.

    Taking under consideration e.g. Side Conversation and the fact that the message appears in the ZD ticket 'Message' tab as an internal note, I think having the same on triggers should be available.

    Thank you

    Nicole17
    • Nicole17
    • May 15, 2020

    HI Marta, 

    Just as a point of clarification, Heather is one of our Community Moderators, who are all end-users of Zendesk that volunteer to assist other users. She is not an employee of Zendesk. 

    I think you have some good suggestions there, and would encourage you to share those with our product managers by cross-posting to the Feedback on Support topic, which our PMs are subscribed to and will receive email notifications about. 

    Thanks for sharing your feedback!

    W
    • WRO11
    • Author
    • May 15, 2020

    Hi @Nicole - Community Manager,

    Thanks for your message. I will share my thought as Feedback on Support.

    Thanks for clarifying this topic.

    Have a great day

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