Two important aspects of building your support workflow are collecting and processing your incoming tickets. You want to make it easy for your customers to contact you, but you also need an easy way to sort through all the various requests.
One way to handle this is to create multiple email addresses for customer requests, rather than using one general email address. So, for example, you might set up email@example.com, firstname.lastname@example.org, and email@example.com to collect customer requests. You can set up as many email addresses for tickets as you need (or enable the wildcard emails option ).
Now, with multiple support addresses in place, you can process incoming email based on which email address it was sent to. Instead of having one big, cluttered email inbox, you can determine which email address the request was sent to and act upon it.
Suppose you run an online clothing store and you need to handle returns from customers. Instead of having those customers send return requests to your general support email, for you to then pass along to your Returns Department, you can set up an email address called firstname.lastname@example.org and set up a businness rule to automatically route return tickets to your Returns Department. That's collecting and processing in one step.
To set this up
- Add additional support addresses, as described in Adding support addresses for users to submit tickets. If you're using your own email domain, click Add address and select Connect external address, then follow the instructions to forward emails to your Zendesk support address
- Create a trigger that routes tickets received to your added support address.
It might look something like this:
Repeat these steps for as many email addresses as you need to organize your incoming requests!