Getting started with email in Zendesk Support

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45 Comments

  • Amie Brennan

    Hi Rich and Dave, 

    Thanks for helping each other out here before we got a chance to reach out to help. You are both on the money with your logic on this one. 

    Let us know if there's anything else we can help with. :)

    Best,

    Amie

    1
  • Dave Jones

    Hi Rich

    In my experience, your understanding is absolutely correct.

    You can setup forwarding at your domain to have help@, sales@, billing@, all forwarded to support@myaccount.zendesk.com

    You'll need to add support@, help@ and sales@ as external addresses under Settings > Channels > Email, after which they'll be available as options in the "Received At" conditional in your triggers.

    I don't believe it's necessary to also have an internal email (e.g. help@myaccount.zendesk.com), just configuring the external address (help@mycompany.com) should be enough!

    Hope this helps,

    Dave J

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  • Yakima Products, Inc.

    Hi Nicole,

    Thanks for getting back, i did figure it out, the address was marked as an end user.  I deleted the contact and that allowed me to add it back in.

    Dave

    1
  • Nicole S.
    Zendesk Community Team

    Oh, great! Glad to hear you got it sorted, Dave. Let us know if anything else comes up!

    1
  • Nicole S.
    Zendesk Community Team

    @Pink - see if this helps you out: Tickets by agent by channel

     

    @Dave - I'm going to see if I can find an answer on that one for you. Standby. 

    1
  • Aaron Parker

    I've been trying to figure out how to actualize the information included on this note:

    Note: If you'd like to include the ticket ID in the email subject line, you can do so. Simply edit your notification triggers to add the placeholder {{ticket.id}} to the subject line.

    I find that as I am editing the triggers, I do not find the way to focus on notifications for a way to ensure that the {{ticket.id}} is included in the subject line.

    I'm probably missing something so simple, but is there perchance a more detailed, step-by-step instruction for this potential?

     

    1
  • Peter Hochstrasser

    Senthil Kumar Chinnaswamy

    Why would you do this, what is the reason for this forwarding?

    I guess that you want to know what arrived at Zendesk - an archive of inbound messages. If that's what you really want to achieve, you have to proceed a bit differently.

    One way to do this is to make your "support entry" mail address (support@yourdomain.com) not a forwarding entry, but a mailing list. One entry is the actual Zendesk account, another might be your inbound archive.
    We do that to be able to find problems in case of mail system problems.

    If you want to capture what Zendesk sends out to your support users (everything, both customers and agents, in all brands), then use the setting in admin, settings, Tickets, e-Mail Archiving to define the receiving mailbox, i.e. the outbound archive.

     

    Yours truly

    Peter

    1
  • Rich Lorenzo

    Hi Aaron, not a step-by-step but I think this might be helpful...

    In your notification trigger, below where you set the conditions for when the trigger will fire, look at the "Actions" section. This is where you would plug in the placeholders you'd like to include in either the message subject or message body. 

    In the example below, I'm not including the ticket.id in the subject but rather only the ticket.title

     

    1
  • 陳妍蒨

    Dears 

    I need to create a report that show each tickets were through which channel, like call or email.

    Pink

    1
  • Juan Manuel Rodriguez Porta

    I need to create a report that tells me how many tickets were created through X emails, is that doable? Haven't found an option from the admin console, views, or gooddata.

    Let's say I want to know how many (and which) tickets were created through help@myzd.com and how many through bills@myzd.com

    Thanks!

    1
  • Yakima Products, Inc.

    Hi,

    I'm trying to re-add an email address that had been in use, then deleted.  When I attempt to add it I'm getting a error message that it is is in use.

    Has anyone run into this before?  Is there a solution for it?

    Thanks

    Dave

    1
  • Dave Jones

    If anyone here is wondering specifically which email headers are used to tie emails back to threads, the headers are called In-Reply-To and References. Hope this helps someone out there.

    1
  • Jake

    We'd like to turn off the capability of users creating new tickets via email.

    But we'd like to maintain the ability for users to reply to an email from an analyst to add comments to a ticket.

    Is this possible?

    0
  • Jessie Schutz
    Zendesk team member

    Thanks for jumping in to help, Rich!

    0
  • Deepika Kumar

    Hi Anton,

     

    We would also like to turn off the feature of creating tickets via email. Is there any work-around for this from Zendesk.

     

     

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  • Mohamed Fouad

    Thanks Peter for your reply!

     

    Actually the trigger is there, but when am replying with a free text like: "your order contains x,y,z with amount "$$" is being shipped" for example,, but when am writing this as a public comment and submitting as open, customer receive the email notification which is in the trigger "Notify requester of comment update" which says "we will get back to you the soonest".

     

     

    I want customers to receive the free text which am writing not to send the email trigger notification.

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  • Senthil Kumar Chinnaswamy

    Hi, is there a way for me,  to forward the original email request from the user, from Zendesk through a trigger, to an internal email ID. Please help. 

    0
  • Skender Kollcaku

    Hi,

    Thank you for this explanantion!
    What I'd like to know is if there is a way (Zendesk Starter version - email ticketing) to add automatically an external CC email for every new ticket in the domain?

    Thanks again,
    Skender

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  • Lingbai

    Is it possible that a customer email updates a existing ticket instead of creating a new one?

    if it is possible, where I can find the document helping for set the rule up?

    0
  • Nicole S.
    Zendesk Community Team

    Thanks for jumping in, Dave!

    0
  • Peter Hochstrasser

    Hi Mohamad

    I think that you might want to set things up a bit different.

    What is usually done is that upon receipt of a (new) customer request, you send out a message that more or less confirms "we've got your request" - that's the one you cite with "we will get back to you soonest". This is completely automatic and should give the customer this fuzzy warm feeling that somebody is going to take care. After this, you can answer the request with free text in your next interaction with the customer.

    We're using the following trigger setup for notifications:

    The "////...////" entries are triggers which do nothing, but simply organize the trigger list for better structure.

    As you see, we have one trigger for the receipt of a new ticket, then others that notify the requester of public updates (sent to your customer and your (light) agents being the requester) or private updates (sent to your (light) agents only being the requester - internal tickets). 

    Finally, we also notify the requester when the ticket is solved. After that, an automation will close the ticket once it has been solved and not re-opened (i.e. replied to) by the requester for more than 10 business days.

     

    For the assignees, things are similar, however, there's one more thing to take into account: Side conversations. For updates in these, we added yet another trigger, so the assignee gets notified of such updates which would require manual checking if the notification would not be available.

     

    One more hint: In all mails sent by triggers, we religiously add the full name of the trigger which sent the mail at the bottom of the mail. This makes debugging things a lot easier:

    The "Notify Requester of receipt of a new ticket" trigger's mail body is this here:

     

      Your request (#{{ticket.id}}) has been received and is currently under review by our support team.
      To add additional comments, reply to this e-mail.
      Thank you.


      {{ticket.comments_formatted}}

      -- Sent by: Notify Requester of receipt of a new ticket --

     

    The bold part is what I have been talking about.

     

    Yours truly

    Peter

     

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  • Ryan McLennan

    Hi! We would like to change the link that new users are asked to click to create a password and sign-in. Hopefully this helps make sense:

    Thanks for any assistance!

    0
  • Peter Hochstrasser

    Mohamed

    You need to alter the triggers mail body. Look at my example above, it will do what you want.

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  • Rich Lorenzo

    Great, thanks Dave, this confirms what I thought. After returning to Zendesk after a couple of years absence I wanted to make sure before I started un-doing some of what I found in this new instance I'm working in now. Thank you!

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  • Senthil Kumar Chinnaswamy

    Thank you, for the helpful suggestions, Peter. 

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  • Lingbai

    Hi Dave,

    You are right. My wish is Zendesk has API which allows me to customized. Could you suggest where I be able to find the document of Zendesk API?

    I do have my own DB for customer service. One of my worry is if Zendesk API will poss security risk. Do you have any suggestion?

    Thanks,

    Lingbai

    0
  • Rich Lorenzo

    Hi, I'm wondering about the following part:

    What functionality do you lose from this setup? It says this is a sound approach "if you don't want or need to manage incoming email using the separate addresses"...

    But can't you still do that? If I forward help@company.com to support@company.zendesk.com

    And I've configured help@company.com as a Support address

    Then can't I still use the "Received at Is help@company.com" condition in my triggers?

    Basically, I'm just trying to confirm that I don't need BOTH the Zendesk support address along with external address if I'm forwarding them all through the single default address. I can forward them all through the single Zendesk default address and create separate external addresses but I don't need a corresponding zendesk.com support address for every one. Right?

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  • Peter Hochstrasser

    @Lingbal

    Have a look at https://developer.zendesk.com

     

    P.

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  • Jonathon Dore

    Most of the emails we send to customers from Zendesk are via triggers and automations. Is it possible to see a list of recently sent emails (like an outbox)? This would be far more convenient than checking tickets individually.

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  • Claire Smith
    "What you can do, though, is set up a series of triggers to apply a different tag to incoming tickets based on which email address the customer used.

    For instance, tickets coming through help@myzd.com could get a help tag, bills@myzd.com could get a bills tag, etc."

     

     

    How do you do that? I can only find a way to select Channel Is Email, no way to distinguish which email address.

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