Organize incoming tickets with multiple email addresses Follow

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11 comments

  • Avatar
    Derek Wile

    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

  • Avatar
    Robert Jerina (Edited )

    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.

  • Avatar
    Colin Piper

    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.

  • Avatar
    Robert Jerina

    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.

  • Avatar
    Nick Haines

    @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!

  • Avatar
    Martin Bennett

    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?

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Jorge Moro

    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?

  • Avatar
    Megan Howell

    @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.

  • Avatar
    K. L. Ho

    @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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