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Organize incoming tickets with multiple email addresses

Matthew Latkiewicz
posted this on April 22, 2010 09:52

Two important aspects of building your support workflow are collecting and processing your incoming tickets. You want to make it easy for your customers to contact you, but you also need an easy way to sort through all the various requests.

One way to handle this is to create multiple email addresses for customer requests, rather than using one general email address.  So, for example, you might set up sales@yourcompany.com, bugs@yourcompany.com, and returns@yourcompany.com to collect customer requests. You can set up as many email addresses for tickets as you need (or enable the wildcard emails option).

Now, with multiple support addresses in place, you can process incoming email based on which email address it was sent to. Instead of having one big, cluttered email inbox, your Zendesk can determine which email address the request was sent to and act upon it.

Suppose you run an online clothing store and you need to handle returns from customers. Instead of having those customers send return requests to your general support email, for you to then pass along to your Returns Department, you can set up an email address called returns@yourcompany.com and set up a businness rule to automatically route return tickets to your Returns Department. That's collecting and processing in one step.

To set this up in your Zendesk:

  1. Add a support address for returns@youraccount.zendesk.com support address.

    Additionally, if you are using your own email domain, set up returns@yourcompany.com as well. 
  2. If you are using a variation of your Zendesk address (returns@youraccount.zendesk.com), skip this step.

    If you are using an external email domain (returns@yourcompany.com), forward email received at returns@yourcompany.com to returns@youraccount.zendesk.com.
  3. Create a trigger that routes tickets received at returns@yourcompany.zendesk.com address to your Returns Department group.

    It might look something like this:

Multiple-email-support

 

Repeat these steps for as many email addresses as you need to organize your incoming requests!

 

 

Comments

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Jason Dugdale
datasiftsupport

Is it possible to do something similar to organise tickets coming from email addresses with different domains?

We have support messages being sent from support@onedomain.com and support@anotherdomain.com, and we want to be able to filter these tickets depending on which site they were sent from

December 14, 2011 08:32
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Matthew Latkiewicz
Zendesk

Hi Jason - 

Absolutely.  It works the exact same.  All that matters is that you forward support@onedomain.com to one zendesk address and support@anotherdomain to a second one.  So for instance:

Then you create your filter based on the zendesk addresses as indicated above. Let me know if that doesn't make sense or if you have further questions.
December 14, 2011 09:12
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Naama Nachmani
applicaster

And how do we get the e-mails to be sent out with the original mail address? 

For example:

I have returns@mycompany forwarded to returns@mycompany.zendesk.com ; and support@mycompany forwarded to support@mycompany.zendesk.com

I would like replays to returns@mycompany to be sent out to customers from returns@mycompany, and replays to support@mycompany to be sent from support@mycompany.

Is that possible?

December 31, 2012 03:11
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Justin Seymour
Zendesk

Hey Naama: 

You'll want to setup pass through email. Check out these articles: 

Changing the default reply address
Enabling personalized email replies
Setting up email pass through 

December 31, 2012 05:29
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Naama Nachmani
applicaster

But there is only one *default reply email address * field - so this will work only for one outgoing account.

January 03, 2013 13:06
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Justin Seymour
Zendesk

Enabling pass through email overrides your default reply address. Check out the links posted in my previous comment. 

January 07, 2013 04:54
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John Baker
agodabdops

I need the ability to see who was also Sent the email and also be able to process the CC list in a trigger. 

We have the problem where we are sent mails, but the mail is also sent to our IT support which use a different system. At present we cannot even see the TO: list and rely on checking in outlook which defeats the purpose of ZenDesk. 

Obviously we are trying to educate people, but that's not perfect and we need a solution in ZenDesk 

March 03, 2013 20:19
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Ingmar Heinrich

Hi, can I set up catch all address, or wildcards like FOO*@myaccount.zendesk.com?

April 30, 2013 04:20
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Brandon K.
Zendesk

@John: If you go to the events view on your tickets (in the new interface it is 'events' at the top right, in classic it is 'all events and notifications' and is located under the submit button) you should be able to click 'Show email' next to the event showing you where the email was received at under the initial comment. You can then see who it was send to, as well as the headers under the source tab. As for processing CCs with a trigger, unfortunately the only action you can take regarding CCs with a trigger is to add your agents as a CC to the ticket.

@Ingmar: Zendesk will automatically process all emails received at the domain @myaccount.zendesk.com. There is no need to set up an address as every combination of numbers and letters before @myaccount.zendesk.com is valid as an address.

April 30, 2013 15:01
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Anna Giulia Cescon
Thelevelgroup

Hello, 

referring to what Jason said 

"Hi Jason - 

Absolutely.  It works the exact same.  All that matters is that you forward support@onedomain.com to one zendesk address and support@anotherdomain to a second one.  So for instance:

Then you create your filter based on the zendesk addresses as indicated above. Let me know if that doesn't make sense or if you have further questions."

When an agent reply to a request, how can I set that the Reply To seen by the customer is the one to which the request was sent to?

To make more clear:
cutomer1 write to support@onedomain.com -> mail received at onedomain@myaccount.zendesk.com
reply from: onedomain@myaccount.zendesk.com -> customer1 see the sender email address support@onedomain.com 

The same with: 
cutomer2 write to support@seconddomain.com -> mail received at seconddomain@myaccount.zendesk.com
reply from: seconddomain@myaccount.zendesk.com -> customer2 see the sender email address support@seconddomain.com 

Thank you
July 24, 2013 03:26
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Laura D.
Zendesk

Hi Anna, 

If you want the reply-to address to match the address the customer sent their request to then you'll need to enable Email Pass Through which is a way of maintaining the same address for the customer no matter if they are replying to a message from your Zendesk, getting an email from your Zendesk, or writing to you for the first time. To set it up go to Settings > Channels > Email and the enable "Pass through email addresses" option. 

July 24, 2013 10:02
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Gail Gloria

Hi,

We have multiple email addresses for support and it is by country. we set up zendesk and set up agents who will answer emails from Italy, Spain, Germany etc. using our own email addresses. We want incoming emails/tickets to automatically go directly to the agents zendesk. how can we do that?

Like for example, people who emailed from Germany will go to Agent germany in zendesk, email from italy will go to Agent italy in zendesk. I believe we can forward emails but how can we  forward those emails in zendesk to those particular agents? 

Please advise.

Thanks

 

October 28, 2013 01:34
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Trisha Patel
Zendesk

@Gail - Are you using different email addresses per language such as GermanSupport@mycompany.com

October 31, 2013 06:51
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Gail Gloria

@trish yes we are using support.german@company.com, support.spain@company.com etc.. and we want emails to automatically filter per country..lets say email from germany will go directly to support.german@company.com user.

November 03, 2013 23:01
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Emily
Zendesk

Hi Gail, 

What you want to do is definitely possible and can be accomplished like this:

1. Establish your support email addresses with the same email domain. In other words, support.german and support.spain each have a different phrase preceding the @ symbol, but everything after the @symbol is the same (i.e. @company.com).

2. Set up email forwarding for each of your support email addresses. 

3. To reduce customer confusion, ensure the reply from your Zendesk will match the specific support email address the customer was trying to reach by changing your default reply email address, setting up email pass-through and establishing an SPF record

4. Now that the default reply address matches the domain (i.e. @company.com) of all your varying support addresses, you can build triggers that route the support.german tickets to the German Support Group and the support.spain tickets to the Spanish Support Group (and so on and so forth). You will need a separate trigger for each support address you have. Under meet all of the following conditions, you'd use the following two conditions:

receivedat.png

IMPORTANT: The explanation that started this Support Tip references a company that is using an @yourcompany.zendesk.com email domain. Since you will be using a custom email domain, you will need to enter the full email address in the "Ticket: Received at" condition field.

Under "Perform these actions," you can tell the trigger to assign the ticket to an Agent or Group from your Zendesk. 

November 04, 2013 12:11
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Paul

Hi,

We set this up exactly as described in the article and yet new tickets are not heading to the relevant Group we desire?

What could we be doing wrong... Emailed zendesk Support for help and well got... no support. Told to hit the forums.

There is a bit of irony in there me thinks. Are we with the right Support Desk Software company??

I welcome any assistance to help restore the faith over here.

Thanks in advance.

February 14, 2014 06:04
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Emily
Zendesk

Hi Paul, 

As a Starter subscriber, you're welcome to request support from the forums. Email support is available to Regular, Plus and Enterprise subscribers. 

The example above starts with the step of setting up email forwarding, so returns@yourcompany.com is forwarded automatically to returns@yourcompany.zendesk.com. The trigger is then built to spot tickets received at the latter email address, returns@yourcompany.zendesk.com. In reviewing your account, I see your trigger is set to receive tickets at the former email address (the returns@yourcompany.co.uk). Please switch that to the address that returns@yourcompany.co.uk is forwarding into (so switch it to returns@yourcompany.zendesk.com) and let me know if it still doesn't work.

February 14, 2014 11:36