Preventing Customers replying to ticket notifications | Community
Skip to main content

Preventing Customers replying to ticket notifications

  • August 24, 2022
  • 4 replies
  • 0 views
K

We have a closed ticket system with a form accessible to our Admin access level users only.

They login to our software and opt to submit a ticket/view activities.

Issue 1: We have found that rather than logging in to submit a ticket or using the email address to open a new ticket, they go to any old reply in their inbox and press reply for something completely new. We then spend a while splitting the ticket.

Issue 2: Some customers read our response and press reply before engaging with our response. So they don't even login to the platform and look at/perform the steps suggested etc.

So we would like to 'make them' login and find the ticket to send a response. Is there a way to turn off the ability for customers to update a ticket by pressing reply on the email notification? This would mean they would need to login and open ticket to respond.

      4 replies

      K
      • Kath11
      • Author
      • August 25, 2022

      How elegantly simple. Thank you, was totally over thinking it. Will try this.

      Kacey11
      • Kacey11
      • Community Manager
      • August 25, 2022

      Thanks @ahmed11 for sharing your suggestion!

      M
      • MA47
      • July 31, 2023

      Hello @ahmed11 and @kacey11

      Could you kindly provide insights on how this process could be implemented? An illustrative trigger example would be highly appreciated. Once this setup is in place and customers are directed to the preferred communication channel, it is presumed that a ticket has already been generated. I would be grateful if you could also furnish a trigger example for the automatic closure of such tickets.

      Thank you.

       

      M
      • MA47
      • August 11, 2023

      Hello Ahmed, thank you so much for the valuable information provided.

      I wanted to address an additional concern that I had previously mentioned. As reiterated, I would prefer not to receive inquiries via this support email, as it is not our designated primary communication channel.

      However, I have observed that the Zendesk system currently designates this email address as the default contact, resulting in notifications being sent to customers regarding comments and received requests. This is also in line with our efforts to ensure effective follow-up procedures.

      I am inquiring if there is a possibility to implement a trigger within the Zendesk system that can accurately distinguish between new emails and follow-up communications. This differentiation could significantly contribute to streamlining our communication processes.

      Furthermore, is it feasible to have a follow-up communication approach wherein correspondences are shared from a dedicated address, or our main but such as "ticketnumber@supportemail". Not the default itself. This approach could provide a more structured and efficient means of handling follow-up interactions.

        Terms & ConditionsCookie settingsAccessibility statement