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Forward email as Ticket - Internal Users

Andrew Bray

Hi,

I discovered that when trying to use the Agent forwarding from email, if the user was an Exchange user it would not send the email address when forwarded, it would only send the Display Name.  This is big annoyance with Outlook and one that has been discussed at great length!

So, after talking with Support, they advised me I could use the mail API to set the requester and other attributes.  All that needs the be inserted in the email is #requester and any other attributes.  Below is some VB code I pulled from various sources and put together.  It does a look up on the selected message, extracts the email address and puts it behind the #requester tag.

This is version 0.1 so please use at your own risk!  There is code to allow it to automatically send rather than popup the message to send.  Hope this is helpful to someone else, I know it's going to save my sanity with people that email me direct!

Open Outlook and press alt-F8 on your keyboard. This will open your Macro window. Find and click the "Create" button to enter the macro code provided below:

Public Sub Zendeskforward()

Dim Session As Outlook.NameSpace
Dim currentExplorer As Explorer
Dim Selection As Selection
Dim currentItem As Object
Dim currentMail As MailItem
Dim smtpAddress As String
Dim helpdeskaddress As String
Dim objMail As Outlook.MailItem
Dim strbody As String
Dim oldmsg As String
Dim senderaddress As String
Dim addresstype As Integer

Set currentExplorer = Application.ActiveExplorer
Set Selection = currentExplorer.Selection
helpdeskaddress = "servicedesk@sadleirs.zendesk.com"
Set objItem = GetCurrentItem()
Set objMail = objItem.Forward

'for all items do...
For Each currentItem In Selection
If currentItem.Class = olMail Then
Set currentMail = currentItem
smtpAddress = GetSmtpAddress(currentMail)
'MsgBox "SMTP Address is " & smtpAddress
strbody = "#requester " & smtpAddress & vbNewLine & vbNewLine & objItem.Body
objMail.To = helpdeskaddress
objMail.Subject = objItem.Subject
objMail.Body = strbody
'remove the comment from below to display the message before sending
objMail.Display
'Automatically Send the ticket
'objMail.Send
End If
Next

End Sub
Public Function GetSmtpAddress(mail As MailItem)
On Error GoTo On_Error

GetSmtpAddress = ""

Dim Report As String
Dim Session As Outlook.NameSpace
Set Session = Application.Session

If mail.SenderEmailType <> "EX" Then
GetSmtpAddress = mail.SenderEmailAddress
Else
Dim senderEntryID As String
Dim sender As AddressEntry
Dim PR_SENT_REPRESENTING_ENTRYID As String

PR_SENT_REPRESENTING_ENTRYID = "http://schemas.microsoft.com/mapi/proptag/0x00410102"

senderEntryID = mail.PropertyAccessor.BinaryToString( _
mail.PropertyAccessor.GetProperty( _
PR_SENT_REPRESENTING_ENTRYID))

Set sender = Session.GetAddressEntryFromID(senderEntryID)
If sender Is Nothing Then
Exit Function
End If

If sender.AddressEntryUserType = olExchangeUserAddressEntry Or _
sender.AddressEntryUserType = olExchangeRemoteUserAddressEntry Then

Dim exchangeUser As exchangeUser
Set exchangeUser = sender.GetExchangeUser()

If exchangeUser Is Nothing Then
Exit Function
End If

GetSmtpAddress = exchangeUser.PrimarySmtpAddress
Exit Function
Else
Dim PR_SMTP_ADDRESS
PR_SMTP_ADDRESS = "http://schemas.microsoft.com/mapi/proptag/0x39FE001E"
GetSmtpAddress = sender.PropertyAccessor.GetProperty(PR_SMTP_ADDRESS)
End If

End If

Exiting:
Exit Function
On_Error:
MsgBox "error=" & Err.Number & " " & Err.Description
Resume Exiting

End Function

Function GetCurrentItem() As Object
Dim objApp As Outlook.Application
Set objApp = Application
On Error Resume Next
Select Case TypeName(objApp.ActiveWindow)
Case "Explorer"
Set GetCurrentItem = _
objApp.ActiveExplorer.Selection.Item(1)
Case "Inspector"
Set GetCurrentItem = _
objApp.ActiveInspector.currentItem
Case Else
End Select
End Function

Add a Group on the main Ribbon for the button

Right Click on the Ribbon and select "Customize the Ribbon...". On the right, select the main tab you want the button on (I used Home (Mail)) and click on New Group. Click on the "New Group" and Rename it to "Zendesk"

Add the Macro to the Group

On the Left click on the dropdown box for "Chose Commands From" and select Macros. Choose the "ZendeskForward" Macro and click on Add.

Rename the button

On the Right, Right Click on the macro under the "Zendesk" group and click on Rename. This will allow you to rename the button and change the Icon to what you like. when done click on OK

7 Kommentare

  • xdoomx

    It's taken me 3 days to write code similar to this!! Arrrrgh. Wish I'd searched here first.

    0
  • Leo Norakidze
    • Bearbeitet

    Hi Andrew, 

     

    This is great thank you for sharing it. 

    How do i modify this code so that requester's first name and last name(Display name) is put after thee "#requester "....

    strbody = "#requester " & smtpAddress & vbNewLine & vbNewLine & objItem.Body

     

    Many thanks,

    Leo

    0
  • Paul Dalton

    I know this is old but this post just saved my life. I modified the code per Leo's request above. VBA isn't my strong suit so it's probably not the most elegant way, but it works...

     

    Public Sub SendToZD_IT()

    Dim Session As Outlook.NameSpace
    Dim currentExplorer As Explorer
    Dim Selection As Selection
    Dim currentItem As Object
    Dim currentMail As MailItem
    Dim smtpAddress As String
    Dim helpdeskaddress As String
    Dim objMail As Outlook.MailItem
    Dim strbody As String
    Dim oldmsg As String
    Dim senderaddress As String
    Dim addresstype As Integer
    Dim AddSpace As String


    Set currentExplorer = Application.ActiveExplorer
    Set Selection = currentExplorer.Selection
    helpdeskaddress = "ENTER YOUR RECIPIENT EMAIL ADDRESS HERE"
    Set objItem = GetCurrentItem()
    Set objMail = objItem.Forward

    'for all items do...
    For Each currentItem In Selection
    If currentItem.Class = olMail Then
    Set currentMail = currentItem
    smtpAddress = GetSmtpAddress(currentMail)
    UserName = GetDisplayName(currentMail)
    AddSpace = Space(1)


    strbody = "#requester " & smtpAddress & AddSpace & UserName & vbNewLine & vbNewLine & objItem.Body
    objMail.To = helpdeskaddress
    objMail.Subject = objItem.Subject
    objMail.Body = strbody
    'remove the comment from below to display the message before sending
    'objMail.Display
    'Automatically Send the ticket
    objMail.Send
    End If
    Next

    End Sub
    Public Function GetSmtpAddress(mail As MailItem)
    On Error GoTo On_Error

    GetSmtpAddress = ""

    Dim Report As String
    Dim Session As Outlook.NameSpace
    Set Session = Application.Session

    If mail.SenderEmailType <> "EX" Then
    GetSmtpAddress = mail.SenderEmailAddress
    Else
    Dim senderEntryID As String
    Dim sender As AddressEntry
    Dim PR_SENT_REPRESENTING_ENTRYID As String

    PR_SENT_REPRESENTING_ENTRYID = "http://schemas.microsoft.com/mapi/proptag/0x00410102"

    senderEntryID = mail.PropertyAccessor.BinaryToString( _
    mail.PropertyAccessor.GetProperty( _
    PR_SENT_REPRESENTING_ENTRYID))

    Set sender = Session.GetAddressEntryFromID(senderEntryID)
    If sender Is Nothing Then
    Exit Function
    End If

    If sender.AddressEntryUserType = olExchangeUserAddressEntry Or _
    sender.AddressEntryUserType = olExchangeRemoteUserAddressEntry Then

    Dim exchangeUser As exchangeUser
    Set exchangeUser = sender.GetExchangeUser()

    If exchangeUser Is Nothing Then
    Exit Function
    End If

    GetSmtpAddress = exchangeUser.PrimarySmtpAddress
    Exit Function
    Else
    Dim PR_SMTP_ADDRESS
    PR_SMTP_ADDRESS = "http://schemas.microsoft.com/mapi/proptag/0x39FE001E"
    GetSmtpAddress = sender.PropertyAccessor.GetProperty(PR_SMTP_ADDRESS)
    End If

    End If

    Exiting:
    Exit Function
    On_Error:
    MsgBox "error=" & Err.Number & " " & Err.Description
    Resume Exiting

    End Function
    Public Function GetDisplayName(mail As MailItem)
    On Error GoTo On_Error

    GetDisplayName = ""

    Dim Report As String
    Dim Session As Outlook.NameSpace
    Set Session = Application.Session

    If mail.SenderEmailType <> "EX" Then
    GetDisplayName = mail.SenderName
    Else
    Dim senderEntryID As String
    Dim sender As AddressEntry
    Dim PR_SENT_REPRESENTING_ENTRYID As String

    PR_SENT_REPRESENTING_ENTRYID = "http://schemas.microsoft.com/mapi/proptag/0x00410102"

    senderEntryID = mail.PropertyAccessor.BinaryToString( _
    mail.PropertyAccessor.GetProperty( _
    PR_SENT_REPRESENTING_ENTRYID))

    Set sender = Session.GetAddressEntryFromID(senderEntryID)
    If sender Is Nothing Then
    Exit Function
    End If

    If sender.AddressEntryUserType = olExchangeUserAddressEntry Or _
    sender.AddressEntryUserType = olExchangeRemoteUserAddressEntry Then

    Dim exchangeUser As exchangeUser
    Set exchangeUser = sender.GetExchangeUser()

    If exchangeUser Is Nothing Then
    Exit Function
    End If

    GetDisplayName = exchangeUser.Name
    Exit Function
    Else
    Dim PR_Name
    PR_Name = "http://schemas.microsoft.com/mapi/proptag/0x39FE001E"
    GetDisplayName = sender.PropertyAccessor.GetProperty(PR_Name)
    End If

    End If

    Exiting:
    Exit Function
    On_Error:
    MsgBox "error=" & Err.Number & " " & Err.Description
    Resume Exiting

    End Function

    Function GetCurrentItem() As Object
    Dim objApp As Outlook.Application
    Set objApp = Application
    On Error Resume Next
    Select Case TypeName(objApp.ActiveWindow)
    Case "Explorer"
    Set GetCurrentItem = _
    objApp.ActiveExplorer.Selection.Item(1)
    Case "Inspector"
    Set GetCurrentItem = _
    objApp.ActiveInspector.currentItem
    Case Else
    End Select
    End Function

    0
  • Jessie Schutz
    Zendesk team member

    Hey Paul! I'm glad you were able to get it working, and thanks for coming back to share your solution. :)

    0
  • Chris Tolhurst

    Hi,

    Just found this script which works great except it seems to strip out any inline images in the email body. Is there any way to preserve the message body and include any images?

    Thanks

    0
  • Chris Tolhurst

    A bit of searching and answered my own question, just need to use HTMLBody instead of Body

    This code should forward the message and keep the formatting the same

    Public Sub Zendesk()

    Dim Session As Outlook.NameSpace
    Dim currentExplorer As Explorer
    Dim Selection As Selection
    Dim currentItem As Object
    Dim currentMail As MailItem
    Dim smtpAddress As String
    Dim helpdeskaddress As String
    Dim objMail As Outlook.MailItem
    Dim strbody As String
    Dim oldmsg As String
    Dim senderaddress As String
    Dim addresstype As Integer

    Set currentExplorer = Application.ActiveExplorer
    Set Selection = currentExplorer.Selection
    helpdeskaddress = "ENTER YOUR RECIPIENT EMAIL ADDRESS HERE"
    Set objItem = GetCurrentItem()
    Set objMail = objItem.Forward

    'for all items do...
    For Each currentItem In Selection
    If currentItem.Class = olMail Then
    Set currentMail = currentItem
    smtpAddress = GetSmtpAddress(currentMail)
    'MsgBox "SMTP Address is " & smtpAddress
    strbody = "#requester " & smtpAddress & vbNewLine & vbNewLine & objItem.HTMLBody
    objMail.To = helpdeskaddress
    objMail.Subject = objItem.Subject
    objMail.HTMLBody = strbody & objMail.HTMLBody
    'remove the comment from below to display the message before sending
    objMail.Display
    'Automatically Send the ticket
    'objMail.Send
    End If
    Next

    End Sub
    Public Function GetSmtpAddress(mail As MailItem)
    On Error GoTo On_Error

    GetSmtpAddress = ""

    Dim Report As String
    Dim Session As Outlook.NameSpace
    Set Session = Application.Session

    If mail.SenderEmailType <> "EX" Then
    GetSmtpAddress = mail.SenderEmailAddress
    Else
    Dim senderEntryID As String
    Dim sender As AddressEntry
    Dim PR_SENT_REPRESENTING_ENTRYID As String

    PR_SENT_REPRESENTING_ENTRYID = "http://schemas.microsoft.com/mapi/proptag/0x00410102"

    senderEntryID = mail.PropertyAccessor.BinaryToString( _
    mail.PropertyAccessor.GetProperty( _
    PR_SENT_REPRESENTING_ENTRYID))

    Set sender = Session.GetAddressEntryFromID(senderEntryID)
    If sender Is Nothing Then
    Exit Function
    End If

    If sender.AddressEntryUserType = olExchangeUserAddressEntry Or _
    sender.AddressEntryUserType = olExchangeRemoteUserAddressEntry Then

    Dim exchangeUser As exchangeUser
    Set exchangeUser = sender.GetExchangeUser()

    If exchangeUser Is Nothing Then
    Exit Function
    End If

    GetSmtpAddress = exchangeUser.PrimarySmtpAddress
    Exit Function
    Else
    Dim PR_SMTP_ADDRESS
    PR_SMTP_ADDRESS = "http://schemas.microsoft.com/mapi/proptag/0x39FE001E"
    GetSmtpAddress = sender.PropertyAccessor.GetProperty(PR_SMTP_ADDRESS)
    End If

    End If

    Exiting:
    Exit Function
    On_Error:
    MsgBox "error=" & Err.Number & " " & Err.Description
    Resume Exiting

    End Function

    Function GetCurrentItem() As Object
    Dim objApp As Outlook.Application
    Set objApp = Application
    On Error Resume Next
    Select Case TypeName(objApp.ActiveWindow)
    Case "Explorer"
    Set GetCurrentItem = _
    objApp.ActiveExplorer.Selection.Item(1)
    Case "Inspector"
    Set GetCurrentItem = _
    objApp.ActiveInspector.currentItem
    Case Else
    End Select
    End Function





    0
  • Nicole S.
    Zendesk Community Team

    Glad you got it figured out, Chris! Thanks for sharing the answer here with everyone. 

    0

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