Commit 492ca529 authored by Jason Colyer's avatar Jason Colyer
Browse files

Enable Followers+CCs in Zendesk Global

parent 76e53672

content/handbook/security/customer-support-operations/zendesk/apps/global.md

+3 −3
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@@ -43,7 +43,7 @@ The Reminders App appears in the navbar and allows the agent a more specialized 
- Tickets assigned to you with a pending/overdue task that are not in a Closed state

- Recent tickets you have viewed

- Tickets assigned to you that are not in a Closed state

- Tickets you are CC’d on that are not in a Closed state

- Tickets you are following that are not in a Closed state



It also allows you to quickly manage your tasks by seeing the notes you have left for said task, when it is due, and a button to quickly mark the task as done (remove the notes and due date).
@@ -182,7 +182,7 @@ The current user settings, which will determine what notifications you will (and 
  - This tells the app what kind of tickets to notify you for

  - Values:

    - Assigned tickets only

    - CC’d tickets only

    - Followed tickets only

    - All tickets

- Notify me about

  - This tells the app what kind of events to notify you for
@@ -211,7 +211,7 @@ The current user settings, which will determine what notifications you will (and 
  - This dictates if you want to be notified via the app when a ticket is about to breach (within 2 hours)

  - Values:

    - Assigned tickets only

    - CC’d tickets only

    - Followed tickets only

    - Tickets within my SGG only

    - All tickets

  - Note: This works independently of all other settings.

content/handbook/security/customer-support-operations/zendesk/liquid/_index.md

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@@ -69,6 +69,7 @@ As an example, if you wanted to start a loop on ticket comments, you might do so 
| Ticket | `ccs` | An array of users who are CC'd on the ticket |

| Ticket | `due_date` | The ticket's due date (date only) |

| Ticket | `due_date_with_timestamp` | The ticket's due date (with timestamp) |

| Ticket | `followers` | An array of users who are following a ticket |

| Ticket | `id` | The ticket's Zendesk ID |

| Ticket | `in_business_hours` | A boolean if the ticket is currently in it's schedules hours |

| Ticket | `link` | The ticket's URL with the HTTP protocol |

content/handbook/security/customer-support-operations/zendesk/tickets/_index.md

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@@ -97,21 +97,23 @@ These settings are documented here for reference and should rarely be changed. 
- Tags

  - [x] Enable tags on tickets

    - [ ] Enable automatic ticket tagging

- CCs

  - [x] Enable CCs on tickets

    - [ ] Only agents can add CCs

    - [x] Enable CCs for end users on Help Center

    - CC blacklist: `noreply@google.com`

    - CC email subject: `[{{ticket.account}}] Update: {{ticket.title}}`

    - CC email text:

- CCs and followers on tickets

  - [x] Allow followers

    - Customize your follower email: `{{ticket.title}}`

    - Create your email text



      ```plaintext

      You are registered as a CC on this support request ({{ticket.link}}). Reply to this email to add a comment to the request.

      You are a follower on this request ({{ticket.id}}). {{ticket.follower_reply_type_message}}



      {{ticket.comments_formatted}}



      ```



  - [x] Allow CCs

    - CCs and followers blocklist: `noreply@google.com`

    - [x] Allow light agents to be added to tickets

    - [x] Allow end users to add CCs to requests

  - [x] Automatically make a CCed agent a follower

  - [ ] Allow agents to change requester

- Assignment

  - [x] Auto-assign tickets upon solve

  - [x] Allow re-assignment back to the general group
@@ -159,19 +161,20 @@ These settings are documented here for reference and should rarely be changed. 
- Tags

  - [x] Enable tags on tickets

    - [ ] Enable automatic ticket tagging

- CCs

  - [x] Enable followers

    - Follower email subject: `{{ticket.title}}`

    - Follower email template:

- CCs and followers on tickets

  - [x] Allow followers

    - Customize your follower email: `{{ticket.title}}`

    - Create your email text



      ```plaintext

      You are a follower on this request ({{ticket.link}}). {{ticket.follower_reply_type_message}}

      You are a follower on this request ({{ticket.id}}). {{ticket.follower_reply_type_message}}



      {{ticket.comments_formatted}}

      ```



  - [ ] Enable CCs

  - [ ] Automatically make an agent CC a follower

  - [ ] Allow CCs

  - [~] Automatically make a CCed agent a follower

  - [ ] Allow agents to change requester

- Requester

  - [ ] Agents can change requester

- Assignment