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Close ticket and forward reply? Macro?

Henrik Stade
asked this on February 22, 2010 02:30

Hi!
I´m looking for a way to have my agents close certain tickets (tickets not meant for our support) and at the samt time forward the original message to another e-mailadress.
Senario:
1. Users A send a request to Zendesk
2. Agent B looks at the questionin Zendesk and come to the conclusion that this case was not meant for the Zendesksupport.
3. Agent B "solves/closes" the ticket and automatically notifys user A by e-mail.
4. This is where my question/requst comes in. How do I get the Zendesk to forward the orginal request from user A (1.) to another e-mailadress (not a Zendesk Agent)automatically? Can it be done with a macro or is there another way to do it?

Thankful for any hints or suggestions

 

Comments

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Skip Moore
Zendesk
Check Answer

You can do via a combination of macros, targets and triggers. 

  1. Create a Mail target to point to your outside email. (Account=>Targets)
  2. Create a Macro that sets the status to solved, sets the assignee and group, then adds a tag called something like "outside_email" 
  3. Create a trigger that when a ticket is solved and tags contain the following "outside_email" to notify target Outside Email

So when the macro is used it will set the tag, then the update ticket will run the triggers. The trigger will fire a email off using the target. 

February 22, 2010 13:15
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Henrik Stade
srf

Thank you!

Works perfectly! Just what I wanted!

You saved my day!

Best regards Henruj

February 22, 2010 23:21
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Henrik Stade
srf

I think I might have been to fast to accept the solution.

It work I you only have one account=tagret in your system but in my case i have four accounts=targets so far and even thoug I only want to use one of them they all get notifications when the trigger kicks in??? I cant understand how or why?

I have four comletely diffrent email targets in my system for different purposes (in this case target: x)

I have many diffrent macros in my system for different purposes (in this case the set status to solved and set a tag (ex. forward to X)

I have many diffrent triggers in my system for different purposes (in this case: meet all of the following conditions: status is solved + tag contains at lest on of the following - forward to X  and also Perfomr these actions: notify target: target: X

Why do all my accounts=targets (email) get notifications upon closing a case?

 

Any ideas?

 

 

February 24, 2010 03:49
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Skip Moore
Zendesk
Check Answer

I checked out your account and all tags have to be lower case so in your triggers set the tag filter to lower case and it should work.

February 24, 2010 14:22
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Henrik Stade
srf

Ok, thanks alot!  I´ll give it a try straight away.

 

Best regards!

February 24, 2010 22:43
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Henrik Stade
srf

Once again you saved my day:) Works perfect now!

Thank you again!

February 24, 2010 23:31
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Chris Rosenbaum
Business Hours beta testers

Is there any way to forward tickets to email addresses outside of Zendesk on an ad hoc basis? The use case is that sometimes we get vendor inquiries or marketing partnership inquiries to our help desk, which should be received by employees at our company that do not have Zendesk accounts. These are really just emails sent to Zendesk by mistake. Not sure if the CC functionality can accomplish this exactly. Right now we copy and paste into a new email, but was wondering if there was a way to just forward it and close the ticket from within Zendesk. Not trying to add free users to the system because then all communications would happen outside Zendesk, but would just be a small timesaver. Not a big deal, just figured I'd ask. Thanks!

July 16, 2010 12:06
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Brice Burgess

Yes -- I too would like to be able to forward a ticket (e.g. add a collaborator?) to an external address. Is this possible?

August 01, 2010 22:13
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Skip Moore
Zendesk

@Chris  Not right now. Could you submit your use case to the Feature Request forum so are product can review it ?

@Brice If you have CC's enabled you can add them as a end user and then add them to the ticket as a CC. They will be able to log in and make comments and see all public comments on the ticket. 

August 02, 2010 07:15
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Brice Burgess

Skip,

 

  Thanks for the quick reply & idea. Quick ?: re adding a CC. Will they be notified automatically that they are now a part of the ticket -- or will I need to update the ticket w/ a comment before they receive.

 

  The ideal workflow I'm looking for is to add them as a CC & send a custom message like "hey -- check this out & reply when you can" to the new CC email.

 

Thanks,

 

~ Brice

 

August 02, 2010 07:19
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Skip Moore
Zendesk

@Brice they will be notified automatically that they have been added as CC on the ticket with a link back to the ticket in the email 

August 02, 2010 07:23
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Joe Slabaugh

Hello I work for everydaywealth, and was trying to set this to forward an email to my project manager, and it just sent this:

EDW forwarded email

This is a message that I am forwarding from the Support Desk

This email is a service from Everyday Wealth
March 15, 2011 11:02
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Joe Slabaugh

 

This is a message that I am forwarding from the Support Desk
Ticket subject: {{ticket.title}}
Ticket requester full name: {{ticket.requester.name}}
{{ticket.comments_formatted}}
All comments, latest first.
{{ticket.description}}
http://{{ticket.url}}
Good Luck,
{{ticket.assignee.name}}

This is a message that I am forwarding from the Support Desk

Ticket subject: {{ticket.title}}
Ticket requester full name: {{ticket.requester.name}}
{{ticket.comments_formatted}}All comments, latest first.
{{ticket.description}}http://{{ticket.url}}
Good Luck,{{ticket.assignee.name}}

 

this produced the correct content on the email

 

March 15, 2011 11:50
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Joe Slabaugh

(only need it once, I think it pasted the message twice :-)

March 15, 2011 11:52
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Zev

Hello - I have just started as a support supervisor wth my company and learning the ropes on Zevdesk. How can I close a ticket and make sure it DOES NOT send a reply to the sender?

July 15, 2011 13:19
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Skip Moore
Zendesk

@Zev you can just disable the trigger "Notify requester of solved request" in Manage=>triggers and notifications 

July 15, 2011 13:24
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Marlene Summers
zuora

@Joe - what actions do you use to forward that email?

@Skip - We like the "Notify requester of solved request"  email in general.  But there are certain customers who  like to continue to reopen tickets by replying back.  We have an automation from Solved ->Closed that runs after 14 days.  But is there a quick way we could fast-track the closed status as needed?

September 27, 2011 16:48
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Dave Dyson
Zendesk

@Marlene - if there are certain tickets you want to close more quickly, you could clone the Solved->Closed automation, decrease the amount of time it waits (a couple hours, or whatever you want), and make it check for a certain tag (eg, "_close_this_ticket_now"). Then add that tag to the tickets you want immediately closed. But be careful, as once a ticket is closed it can't be reopened or edited.

That way, you'd still have the usual 14-day wait for most tickets, but you could "force-close" certain tickets by adding that  tag.

November 02, 2011 09:25
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Nicolas Fouquet

Hi Skip Moore,


I tried to follow your idea, but it looks like some features are no longer here (account-> target and notify target)...

I would like to send the content of an email ticket to someone outside my company, and i don't really want him to be a light user. Is it possible to notify a third party with another method (or have i badly understood your method)?


Thanks a lot!

April 11, 2013 05:56
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Ben
Zendesk

Hi Nicolas,

Check out our definitive article on targets here:

https://support.zendesk.com/entries/20012047-Notifying-external-tar...

That should point you in the right direction. Send an email to support@zendesk.com if this fails to address your needs in any way and we can discuss in greater detail.

Thanks for your question!

Ben

April 11, 2013 06:27
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Nicolas Fouquet

Thanks a lot Ben,

I havent used the target yet, but it's great (and it answers my question)!

April 11, 2013 07:15