Archiving ticket email notifications

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9 Comments

  • Joe Sibley

    Can more than one be set up?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Joe -

    Can you clarify your question? What are you trying to set up more than one of?

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  • Joe Sibley

    Our use case is HR.  The idea of having all of HR have one big archive is a bad idea.  We don't want one group know what other groups are involved in, especially when we have payroll and accommodations.  Could we have an archive for payroll and another for accommodations and so on?  We want to keep thing separate.  

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  • Brett Bowser
    Zendesk Community Team

    Hi Joe,

    There doesn't appear to be a way to set up separate emails for Ticket Archiving within Zendesk Support, unfortunately. The only other possible solution is to set up forwarding/routing rules on the email provider side instead which would need to be handled by whoever manages the HR inbox.

    Apologies for not being able to provide another solution at this time :-/

    If you have any other questions feel free to let us know!

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  • Gabe Rudich

    Does the Email Archiving feature also record inbound emails? We need to be able to archive all of our users' replies to our agents.

    If not, is there another way to accomplish this?

    0
  • Elissa
    Zendesk Community Team

    Hello Gabe Rudich,

    This is a great question, thank you for asking!

    For outbound emails Zendesk is able to simply add another email address to the "To:" field on every email sent out from the system. It's this simple because Zendesk is the system actually creating and sending out those emails.

    For inbound emails, it's a little harder. Because Zendesk is just the receiver of those emails, the initial sender is the one who decides who the inital email goes to. That being said, you could set up a second action to send a copy to another address. Depending on how you have your Support Addresses set up, here are two potential solutions:

    1) If you have added your own external support address to your account and forward emails through that address into Zendesk: You should be able to set up your forwarding rules in your email client to BCC every email that is passed through to Zendesk to another archiving email as well. This setup would be done in your email client, not Zendesk so I can't tell you the details, but your IT team would be able to help!

    2) If you use a default something@yoursubdomain.zendesk.com email address: You can set up a trigger that sends a copy of every single message received at that email address to an external archiving email. Basically I would recommend creating a trigger that notifies an external email as described in this recipe: Workflow recipe: Notifying External Email Addresses, but using conditions similar to this: (though I definitely recommend play testing whatever conditions setup you create to make sure they work for your account and do what you want them to!)

    I hope that helps!

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  • Robert Wiesemborski

    Hi all,

    If the email, that is supposed to be archived, has one or more attachments, will those be archived as well? Or is the saving of attached files not possible?

    Looking forward to hearing your input.

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  • Brett Bowser
    Zendesk Community Team

    Hey Robert,

    Absolutely! You can still view an attachment for a closed/archived tickets. You can just go to the closed/archived ticket and click on the attachment to view it.

    Let me know if that's not what you're looking for!

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  • Chanteena Murphy

    This is a feature that would be incredibly helpful, however, I would like to see the ability to archive by Brand, meaning, entering an email address for archiving in the brand page.  This should allow the ability to filter out groups/confidential emails a bit easier than setting up triggers and rules either in an email inbox or Zendesk.  

    Example - Finance Team and Customer Service team could have their own "Branded" tickets with their own group inbox for archiving without violating any confidential information of the ticket/issue in question. 

    1

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