Reply-to banner not appearing when From emails do not exist in records

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Nathan Tom

• 10. Mai 2022 23:03

Post Title: 

Reply-to banner not appearing when From emails do not exist in records

Feature Request Summary: 

If there an option that would remove the Reply-to email from being listed as the Requestor email and defaulting to have the From email listed as the Requestor of the ticket, that would be the easiest solution for us.

Description/Use Cases: 

it seems like ZD isn't flagging differences in From and Reply-to emails if the From email doesn't originally exist in our ZD instance. This is a big problem because the Requestor of the tickets are coming in as the Reply-to emails (emails that didn't originally send the emails which make them unverified).

Business impact of limitation or missing feature:

In reference to https://support.zendesk.com/hc/en-us/articles/4408831413402-How-does-Zendesk-handle-Reply-To-, we expect to see a disclaimer stating there's a difference between the From and Reply-to emails.

 

Recently we have NOT been seeing the disclaimer and this is a significant issue since we rely on the From email as a form of verification for our processes. If we see a disclaimer mentioning the From and Reply-to email are different, our agents need to manually update the requester on tickets to respond to the From email instead of the defaulted Reply-to email.

 

With the high volume of tickets that our agents have to sort through, not having this banner pop up on every case requires a lot of handling time to verify the email addresses writing to us.

 

Other necessary information or resources:

https://support.zendesk.com/hc/en-us/requests/10305848

• Offizieller Kommentar

  Amisha Sharma

  • 25. Juli 2022 19:04

  Zendesk Product Manager

  Hello ntom- We are currently rolling out Phishing alerts in Agent Workspace. You can find more details here: https://support.zendesk.com/hc/en-us/articles/4538847988378

  Your use case is a part of our rollout. Please let us know if you experience any issues. Thanks!

• Dave Dyson

  • 11. Mai 2022 00:39

  Thanks for this feedback, Nathan!
  

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