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Sending message to clients

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Marta

Gepostet 23. März 2021

Good morning,

 

I use Zendesk Enterprise at the company. If its possible to agent can send e-mails to the clients or can it only create a new ticket on behalf of the client? If it can, how can it be done? If the agent creates a new ticket, the client does not receive the message body or any other messages written in this thread by the agent.

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    Andrew J

    Community Moderator

    You can create a trigger that will send the opening comment to the client in specific circumstances if required.
    If an agent is creating the ticket inside zendesk then your notification can include their comment on the ticket.
    The agent cannot email from zendesk but will create the new ticket and this can email the customer.

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