I am trying to set up a new team into Zendesk and help an existing team but I myself am new to Zendesk so learning is steep! The business I work for is a large enterprise with multiple Zendesk instances and thousands of users and hundreds of different groups.
The team have an outlook inbox that serves multiple teams. We would like to integrate the outlook mailbox so it creates tickets for all the emails but then routes them to the correct groups in Zendesk or in some cases routes and performs an action.
Can someone advise on the best way to achieve this?
Some of the teams would like tickets to route to their queues and then possibly auto close based on the text in the subject or email body.
Example: colleague emails the mailbox address, Zendesk integration creates a ticket. I would like the ticket to go to team 125_ABCD and if the subject contains 'LM' send an autoreply.
How clever is a trigger can I use specific words like 'race' without it picking up the word 'grace' as grace contains the word 'race'?
This second question is a little easier. The existing team have their own group which receives tickets from a mailbox that integrates to Zendesk they would like to send an automatic reply based on the subject of the email or text in the body.
I have a few questions:
1. When using a trigger how granular can you be with the wording? Can I use 'Login' and 'Password'?
2. Would using those words affect any other teams tickets if they contained the words?
3. is it possible to detect the keywords in the subject or email body once they create a ticket?
Thank you for all your help.
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