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Support not cutting messages correctly

  • January 18, 2021
  • 4 replies
  • 0 views
O

Is there a way to make Zendesk cut messages properly if there's a discussion going between 2 non Zendesk persons and Zendesk account is also within that discussion?

For example if I have a ticket where I have requester and CC and they are discussing and keeping me in the conversation? Now messages are getting longer and longer because every time they answer to each other last message gets added to new comment.

For example gmail does this better, Zendesk is cutting messages only from delimiter text and it's not added if I'm not commenting between each message.

      4 replies

      A
      • Amanda33
      • January 18, 2021

      Hi Otto, we've also observed this issue of tickets becoming overly long. Each time a person replies by email, the full message thread is captured on a ticket, not just the latest comment.  It's strange as this was never an issue for us until recently. Do Zendesk have a workaround for this? 

       

      O
      • Otto11
      • Author
      • January 18, 2021

      I think the problem has always been there, but it's more visible now that Agent workspace turns comment track from bottom to top.

      A
      • Amanda33
      • January 21, 2021

      We've been able to find a solution in our instance of Zendesk which I'd like to share with you.

      In the trigger "Notify Requester of Comment Update" - add the following liquid code, as this will ensure that only the latest comment appears automatically in the ticket. After the latest comment, there are then three dots (...) and only if you click on these will you see the full email trail. 

      ------------------------------------------------------------------

      This ticket (#{{ticket.id}}) has been updated.

      {{ticket.comments_formatted}}
      {% for comment in ticket.comments limit:1 offset:0 %}

      {% endfor %}

      ----------------------------------------------------------------

      In order for this liquid code to work, you also need to go to Admin -> Channels -> Email and untick the 'Mail Delimiter'. 

      Brett13
      • Brett13
      • Community Manager
      • January 22, 2021

      Thanks for taking the time to share this with everyone Amanda!

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