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What is the organization subscription notification within ticket events?

i u l i a
  • Edited

Question

What is the organization subscription notification within the ticket events? How can I disable the notifications?

Answer

When viewing theevents of a ticket, there is anOrganization subscription notification:
org_event_.png
These areticket notifications end users receive when they are members of a shared organization and follow an organization underMy activitieswithin thehelp center Customer Portal.

To prevent these notifications on tickets, update the organization to no longer be shared.

To unshare an organization

  • Edit the organization's settings by following the steps in the articleEditing an organization.
  • On the organization's detailed view, selectCan view own tickets onlyin theUsersfield.

This will preventend users within that organization from seeing and receiving notifications on the organization's tickets.

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    4 Comments

    • Tim G

      Thanks i u l i a !

      I noticed one of our partners mentioning that they've been getting emails for tickets that they're not cc'd on recently - and troubleshooting led me to this article. So first off - thank you for creating the article!!

      I had a few questions - wondered if you'd be able to help out please?

      1. Is this a 'new' thing? E.g. has something around the following/subscription changed recently?
      2. We have quite a few partners of ours who are set up to "view tickets for the whole org" - the organizations themselves aren't shared in any way, it's just specific users in the org. Would they suddenly start getting notifications, if there was a recent change on the Zendesk side? Or would they have to go into their login in the help centre customer portal, and specifically 'Follow' the organization, to get these notifications?
      3. If there's someone who is getting notified about every reply on every ticket from their organization, is another solution for them to: Log into the Customer Portal > Select 'My Activities' from the profile drop down > change to the 'Organization requests' tab > next to the search bar, click the 'unfollow' button next to the org name. Will that allow the customer to keep viewing the organization tickets in the customer portal, butnotreceive update emails about every ticket?

      Thanks for your help!

      0
    • Esther Garnica

      Hi Tim,

      Let me reply on behalf of my colleague!

      1- This feature to follow and unfollow organizations requests has been available for a number of years :)

      2- If your partners want to start getting those notifications, they will have to specifically 'Follow' that organization from the 'My Activities' section after they've logged in to the Help Centre portal.

      3- That's right, by 'unfollowing' the organization from the 'My Activities' section, the user will stop all those notifications but will still be able to view those ticket updates from the Help Centre portal.

      Hope this helps to answer your queries, but let me know if it doesn't!

      2
    • Franck BADIN

      Hello if I understand well the process,

      If someone in a shared organization decided to follos his tickets organization this follow up cannot been removed except by removing it for the full organization.

      In our case, for an organization that need to be shared we removed from one user at the user level the ability to see all the organization tickets.

      Despite that change he continues to receive Organization Subscription notification and continue to be able to see the Organization tickets.

      Can you advise?

      Best regards

      0
    • Zsa Trias
      Zendesk Customer Care

      Hello Franck,

      Just to confirm, permission at the organization level is still set at "Can view all org tickets"?

      You may want to check this article:票在th访问之间的区别是什么e organization level and user level?

      As mentioned there:

      If the settings conflict, the more permissive setting overrides the less permissive setting.

      0

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