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seth
seth
Expert ⭐️
September 5, 2017

Zendesk Tickets: Don't email the requester when the requester comments

  • September 5, 2017
  • 5 replies
  • 44 views
This is a small, silly thing, but in Gainsight's support site, when I comment on a Ticket I own, I get an email with my comment. That's only useful if someone [i]else has commented on it.

In our own Zendesk instance, I have a Trigger set up that will only email a comment to the ticket requester if "Current User is not Requester"

      5 replies

      seth
      sethAuthor
      Expert ⭐️
      September 5, 2017
      Also, while we're on the topic:

      It's slightly bothersome that the subject like of the "Your ticket has been resolved" email is the exact subject line of the original support request. This is different than the subject line of the emails that I've been sent throughout the conversation, so Gmail threads it with my original email into support@gainsight.com, instead of displaying it in-line with all the interaction I've had with the support agent.
      AI Transformation @ Gainsight
      lila_meyer
      lila_meyer
      Gainsight Employee ⭐️⭐️⭐️
      September 5, 2017
      Thanks for the feedback, Seth. I'll forward your comments to our support team who manages our Zendesk instance.
      Lila Krutel, Dir. Global Education Services
      seth
      sethAuthor
      Expert ⭐️
      September 6, 2017
      Much appreciated, Lila!
      AI Transformation @ Gainsight
      mandy_major
      mandy_major
      Gainsight Employee ⭐️⭐️
      September 7, 2017
      Hi Seth, thanks for raising this! I've looked into this, and corrected it on our end.  Please let me know if you are still seeing issues with this on your next ticket close.
      mandy_major
      mandy_major
      Gainsight Employee ⭐️⭐️
      September 7, 2017
      I've done some testing on my end, and can not see where notification emails are being sent for tickets where the requester comments.  I'll send you an email so you can forward me over what you are seeing on your end.
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