Organize incoming tickets with multiple email addresses Follow

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 sales@yourcompany.com, bugs@yourcompany.com, and returns@yourcompany.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 returns@yourcompany.com 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

  1. Add a support address for returns@ youraccount.zendesk .com support address.

    Additionally, if you are using your own email domain, set up returns@yourcompany.com as well.
  2. If you are using a variation of your support address ( returns@ youraccount.zendesk .com) , skip this step.

    If you are using an external email domain ( returns@yourcompany.com), forward email received at returns@yourcompany.com to returns@youraccount.zendesk.com.
  3. Create a trigger that routes tickets received at returns@yourcompany.zendesk.com address to your Returns Department group .

    It might look something like this:

Multiple-email-support

Repeat these steps for as many email addresses as you need to organize your incoming requests!

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Comments

  • 0

    Hello,

    We have an app which has two separate forms on two separate pages which the user can submit on in the app, one is for sales tickets and the other is for support tickets.

    What would be the best way to separate those tickets as they come in so they are marked either sales or support? Is there any auto tagging that can be done behind the scenes or can we attach separate email addresses behind the scenes to each form?

    I both a support and sales email set up and ready to go if that's the best option.

    Thanks for any insight you can provide.

    Cheers!

    Derek

  • 0

    How do we set which email to use for tickets submitted via an API instead of using the default e-mail address?

    For example, customer opens ticket for department X via the API. Set it to use department X's e-mail for communication.

    Edited by Robert Jerina
  • 0

    Robert, you can change the email address replies are sent from but not via the gui per se. I am not able to look at the moment but I have posted a tip on using a url target to update the "recipient" on a trigger. I will try to post back here with a link to this when I am fully online.

  • 0

    Thanks, Colin. Let me know what you've come up with. I'm not seeing any triggers in my ZD that shows a way to set a recipient, but maybe I'm looking in the wrong place.

  • 0
  • 0

    @Derek- your best bet would be to integrate these contact forms via the API, as this would allow you to specifically map the values of the contact form to Zendesk ticket properties so you can tag (or otherwise indicate) these tickets as you see fit. This would also prevent your contact form submissions from being subject to the various rules of suspension and rate limits that emails have. We have a guide here for how to set this up: https://support.zendesk.com/hc/en-us/articles/203660576-Creating-a-Custom-HTML-Form-for-Ticket-Submission

    Let me know if you have any questions!

  • 1

    I don't think @John's second part of his question was answered and we are in the same position.

    We have an email address that goes to an RMA group, and email that goes to Support.

    We frequently get customers who email both groups, so does ZenDesk handle this? What if Support and RMA are both on the TO: field of the email vs TO: RMA, CC:Support?

  • 0

    Hi Martin!

    In the scenario you outlined, a ticket will be created in your Zendesk with the RMA address in the CC field of the ticket, even if there's nothing in the CC field of the email when it's received.

    Please let me know if you have any other questions!

  • 0

    I am with Martin and John here, I believe it still remains un-answered.

    In my company we have several support addresses, and many times our requesters include several of them (regardless if they are included in the "TO: & CC:" it does not matter because Zendesk is only picking up the very first one listed in the "To:" field... the rest are gone, this is a huge obstacle for us.

    Any suggestions.

    @Martin @John

     

    Have you found a work around it?

  • 0

    @Jorge:

    Unfortunately I don't think there is a good workaround for this particular scenario, just because the alternative would be creating a duplicate ticket and routing based on the second support address, and I believe that we would want to not open up opportunities to spam your Zendesk with more emails! If necessary, you can, as was mentioned above, see the other email addresses (including other support addresses) that the initial email was sent to by expanding the "Show all events" log on the ticket. I'm sorry we don't have a better alternative, but hopefully Martin or John may have found a workflow that addresses this situation well.

  • 0

    @Megan @Jorge

    We have the same situation in our organization and we would like to create one ticket for each of the recipients in the address box (either To or Cc).

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