Getting started with email - Part 1: How the email channel works

Have more questions? Submit a request

38 Comments

  • Lingbai

    I wonder if a ticket can be automatically assigned to an agent by email content?

    0
  • 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
  • Dave Jones

    Hi Lingbai,

    If you're on the Zendesk Enterprise plan, you should take a look at Skills-based Routing, as this makes it easier for your agents to find tickets that match their skillset.

    If you're not on Enterprise, you could still create triggers that assign tickets to particular a particular agent / group based on the content of a customer query. For example, the trigger below would assign an ticket containing the words "Password Reset" to group "02 - Support Engineering", within my Zendesk instance.

    Hope this helps!

    Dave J

    0
  • Nicole - Community Manager

    Thanks for jumping in, Dave!

    0
  • Lingbai

    Thanks Dave. But my question should be if there is a place holder which will invoke a search to match email content to criteria listed in a file or DB.

    0
  • Dave Jones

    Hi Lingbai,

    If I've understood you correctly, you want to maintain an external database, outside of Zendesk, that tracks which of your agents are best suited for particular types of query. You then want this DB to be referenced by Zendesk, when a ticket is created, to determine which agent is best suited for the job?

    To the best of my knowledge, there's no native Zendesk solution for this, but it's theoretically possible to build this yourself using the Zendesk API. You could setup a Zendesk trigger, that fires when a ticket is created, sending a message to your external service, including the content of the customer query. Your external service could then query it's own DB, decide which agent/group is best suited to the job, and assign the ticket accordingly using the Zendesk API.

    Hope this makes sense and inspires you 🙂

    Dave J

    0
  • 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
  • Peter Hochstrasser

    @Lingbal

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

     

    P.

    0

Please sign in to leave a comment.

Powered by Zendesk