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

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42 Comments

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

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  • Lingbai
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    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?

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  • Dave Jones
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    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

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  • Nicole - Community Manager
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    Thanks for jumping in, Dave!

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  • Lingbai
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    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.

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  • Dave Jones
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    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

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  • Lingbai
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    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

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  • Peter Hochstrasser
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    @Lingbal

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

     

    P.

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  • Mohamed Fouad
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    When am replying to a ticket, it's sending the auto message which says "we will get back to you the soonest" which done by a trigger "Notify requester of comment update",,, but i want to reply with a free text, any idea how???

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  • Peter Hochstrasser
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    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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  • Mohamed Fouad
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    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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  • Peter Hochstrasser
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    Mohamed

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

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