Workflow recipe: Notifying External Email Addresses

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41 Comments

  • Donato Dileo

    Hi,

    there is a way to notify external email address but with automation?

     

    I've to notify a external address when SLA breaches but with the "trigger" I cannont.

    Does someone know a way to do this?

     

    Thanks in advance

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  • Dan Ross
    Community Moderator

    Hey Donato,

    If this user is an agent in your help desk, you can add them via a trigger, but if they don't have a agent account, there's unfortunately no means I can think of that would work around this limitation in Zendesk.

     

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  • Gregory Muir

    Dan, this is a feature that's been requested for over ten years. There's no other workaround right now? I saw ZCC mentioned but it's not in the app store?

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  • Dan Ross
    Community Moderator

    Gregory Muir

    I hear you, I want the feature delivered as well. I'm not aware of any other workarounds but if you know of one, we'd love to see it posted in the community!

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  • Elisha Hawes

    I've seen this asked but not the solution. Is there a way that when the external email respondent replies the reply comes back on the ticket sent on?

    In my testing it creates a new ticket. 

    I have a trigger set up that when agent creates a private note with specific text a target email is sent. That works great. However, ideally, when the external party replies we want it associated with the same ticket and not create a new ticket. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Elisha,

    It looks like you already found the community tip that would help with this but I'll link here for other users as well: How to allow email target responses to thread into existing ticket

    You'll want to keep in mind that this is an unsupported workflow so if you run into any issues with the trigger or target, you'll need to troubleshoot on your end.

    Hope this helps :)

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  • Anais

    Hi,

    I would like to define notify target with several email adresses but apparently this is not possible.

    Is there any way to send notifications to several email adresses ?

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  • Dan Ross
    Community Moderator

    Hey Anais,

    Unfortunately the email targets support 1 email each and don't seem to support placeholders. What are you trying to accomplish? You could create multiple targets and have a trigger action send an email to multiple targets.

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  • Anais

    Hi Dan,

    Thanks for your reply.

    I believe that multiple targets in a trigger are considered as different actions and the trigger sends emails to each target, but I wish to send one email with multiple adresses, so that each recipient sees who is in the loop and can comunicate between them. So this is my feature request. I might be mistaken but this change seems to me not a big deal.?

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  • cm

    Hi all,

    When notifying targets through email, I need to have some kind of proof that the mail got sent.

    (More than the “target got notified” under ticket events).

    The same can be done with triggers, where I’m able to download the mail it self under events, but that is, as I see, different with targets.

    I would like the same option with targets - some kind of proof I can use towards third parties - Anyone know if this can be accomplished?

    Thanks in advance,
    Casper

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  • Maarten Wildeman

    Hi,

    Part of it really fixes my needs. But:

    When i create a trigger and send an email to the target that message is not shown in the ticket. Any information sent regarding a ticket should be shown in the ticket for administrative purposes and to see what was communicated to what party.

    Also when replying to the mail sent it creates a new ticket and is not updated in the ticket it was sent from. It also triggers the system to send a first responding mail which a lot of companies have implemented.

    Cheers, Maarten

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