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Suggested Related Topics in Email

Scott Chester
suggested this on March 28, 2012 12:09

It would be nice to be able to have a placeholder for related topics so that they could be suggested to users when a request is submitted via email where they may not be aware of the forums/kb and haven't searched.

Is there a way to reference this in an email trigger?

 

Comments

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Eli Blankers
accelitec

Is somebody going to respond to this question?  I am unaware if this is already available, or how to do it.  I think it's a fantastic idea that we should definitely get feedback on. 

To be able to give related topics through the ticket confirmation email would help our customers who would rather send an email to our HelpDesk than to log-in to the website.  Giving resources to our emailing clients would cut down on ticket requests dramatically.

Thanks

July 10, 2012 11:19
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Florin
earworks

I second this. Many of the other helpdesk apps offer the ability to include suggested answers from the knowledge base.

If there would be a placeholder called {{suggested_answers}} or something like that, we could include them in the first reply email and hopefully help the user right away with no additional step. It's very similar to what you have right now on the web form so it is only a matter of implementing that functionality in the email replies. 

September 08, 2012 16:38
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Justin Seymour
Zendesk

One way to accomplish this would be to use the Comment text... trigger condition. You could create multiple triggers that look for key words in the incoming message. Based on that information, the email sent back to the end-user would contain related links to the forums. You'd just need to add or revise the email body as you updated your knowledge-base. 

September 10, 2012 09:23
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Eli Blankers
accelitec

That's not really what I was having in mind Justin.  to create triggers for EVERY key word I would find necessary to link to my knowledge base would be tedious, and it seems like it has already been done through suggested answers when you submit a ticket.  All I am requesting is that same functionality is used in email format.

September 10, 2012 13:30
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Justin Seymour
Zendesk

Creating triggers is simply a workaround, as the auto-suggest function for email isn't in place. I can't say for sure whether this is something we'll ever do, but any and all support for the feature helps. 

September 11, 2012 04:56
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Rebecca
motivitysolutions

I'd like to support an auto-suggest function for email as well. The majority of our requests are generated via email, and few clients ever visit the knowledge base. We currently have a link to the knowledge base in the "Take It!" macro, but it would be ideal if we could give forum topic suggestions embedded in the "Take It!" macro, based on keywords in the subject title or description.

February 18, 2013 07:49
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Justin Seymour
Zendesk

Thanks for your feedback, Rebecca! 

February 19, 2013 06:35
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Steve Sant
krystal

This would be a massive bonus. I agree that passing the enstire email body to the forum quick search code would be a bit blind, but you could maybe match the email body against the 10 most popular tags? Anything would be better than just asking them to go look at the forums.

March 15, 2013 10:21