Micah Mount

@Richard,

 

Oh--great, thanks for the clarification!

Hi @Stephanie CETTOU,

 

Maybe this has been discussed above already, so apologies if this is a duplicate post.

 

I found it helpful to create a macro that adds an internal note to the ticket. It just prints a note with the info we want, which is the "ticket.encoded_id".

Here's what my macro looks like:

 

 

Once the internal note is added I grab the encoded Id and pop it into the subject line of the email I want to add (double check, but I think maybe the encoded Id has to be the only thing in the subject? I don't remember for sure off the top of my head), and send it off to our default Zendesk email address. Viola! it's included in the ticket. 

You can also use hashtags in the message to make it a private note, etc. More on that here. e.g. if you want to forward a message and make it a comment, but not notify the customer use #public false and it'll make private note.

 

Hope you find this helpful! I've found it to be a decent, if slightly tedious workaround!

 

Best,

Micah