Is there a way to keep Ticket replies strictly within Zendesk?

Hi,

All emails sent from Zendesk as part of the ticket workflow are sent via your Triggers, which are fully configurable. You can get started here: https://support.zendesk.com/hc/en-us/articles/203662246-About-triggers-and-how-they-work

The exception is if you allow users to be "CC"ed on your tickets. To customize the email that gets sent to CC'd users, you'll want to go to Settings > Tickets (more info here: https://support.zendesk.com/hc/en-us/articles/203661606-Configuring-CC-permissions-and-notifications)

Hey there,

I would check your Triggers, find the trigger that sends the email on these public updates, and remove the comment placeholder from the message.

In our case, we would remove {{ticket.comments_formatted}} from our template.

Screenshot: http://screencast.com/t/cXyDzF1Pxtm

Hope this helps.

Mike

Leonwatsona

To keep ticket detail out of email, you need to modify any trigger or automation that sends a notification. Remove placeholders such as

• {{ticket.comments_formatted}}

Typically, notifications are sent on receipt, agent updates, when solving tickets and when chasing customer responses on pending tickets.

Also, under Admin>Settings>Tickets, you should disable CCs on tickets. Public comments are CCed to customers regardless of your triggers.

Thank you all guys, helped a lot !!!

Now that I have removed http://{{ticket.url}} I have noticed i get a URL to a liquid that doesn't exist ? Any idea on that ?

These are my Triggers that I am trying to modify

When I modify the first one alone I get a error message, when I do the second alone I get the same message. When I do them both together I get the exact same error message I don't know where i could be going wrong?? I am adding http://{ticket.url}} in place of the {{ticket.comments_formatted}}

hrm, what's the error message?

once i finish deleting the {{ticket.comment_formatted}} and replace it with http://{{ticket.url}} I get a http://Liquid..NULL..etc. error and doesn't give me any info nor the ability to reply to the ticket. 

Aha -- you shouldn't need to put "http://" in front of {{ticket.url}} -- perhaps that's what's tripping things up?

this is now the error i receive after removing http://

@Leonwatsona,

  Seems like recent changes took place that may affected placeholders.  For example {{ticket.link}} is showing up in "View available placeholders" but doesn't pop-up from auto-fill when typing-in.  For {{ticket.url}} it's the other way around, not present in ""View available placeholders" but popping-up with auto-fill.

  From the error you're getting (I'm having the same results here) it looks like the system is seeing a Split filter despite the fact that there's none.  I tried different ways to overcome it however with no success as of now.  More details on Liquid filters here and here.

Rgds

Serge

Hey guys!

I'm looping Support into this conversation to see if we can get any more information on what might be happening here. We'll keep you posted!

@Leonwatsona - along the lines of what Jessie mentioned above, I think I'd like to to take this to a ticket in order to get a closer look at the situation. Keep an eye on your email and we can take it from there - thanks!

Any updates on this one. I'm seeing the same error when adding the {{ticket.url}} placeholder in the Settings > Tickets > CC email text

Thank you

Hey Clifton -

I played around with that placeholder in my cc's area of a test account and was unable to get it to misbehave - I'm going to reach out to you via ticket so we can take a closer look.

@Matt,

  Seems like something has been recently changed on ZD's code as it now works fine for me too.  Both {{ticket.url}} and {{ticket.link}} are now working properly on my side as I'm no longer getting the Liquid Split error as I did back on Nov 1st (see my post above).

  That being said, there's still a mismatch wrt to "Available placeholders" list and what's popping-up when typing as describe in that same post I referred to .  To recap, the situation is:

                      ************************************

  {{ticket.link}} is showing up in "View available placeholders" but doesn't pop-up from auto-fill when typing-in.  For {{ticket.url}} it's the other way around, not present in ""View available placeholders" but popping-up with auto-fill.

                      ************************************

 Rgds

Serge

@Serge - Thanks for your close eye - we appreciate it! We are currently reviewing our placeholders list and autocomplete functionality to get the inconsistencies ironed out. If anything else comes up on this topic just drop us a line at support@zendesk.com.

Hey Eli! Sorry for the delayed response on this one. I see that you were able to get help in a ticket, though. Let us know if you need anything else!