Getting started with email in Zendesk Support Follow

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16 comments

  • Avatar
    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!

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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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    Jessie Schutz

    Hi Juan!

    You're correct, there aren't any attributes in GoodData that will allow you to identify tickets by which Support Address they came through. 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.

    You can then build your reports to pull the information you need by tag.

    Please let me know if you have any other questions!

  • Avatar
    Matt Hoffman

    @Jonathon

    At its core, Zendesk is a ticketing system rather than an email client - for this reason you would have a hard time implementing anything like an outbox within Zendesk. Everything is organized and displayed as tickets rather than as individual email messages.

    If you have any follow-up questions to this just drop us a line at support@zendesk.com and we'll be happy to discuss this further, maybe if we understood your workflow a bit more we could recommend some options.

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    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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    Jessie Schutz

    Hi Skender!

    It's not possible to add any CC via macro, and you can only add agents as CCs using Triggers and Automations, so I think the best option for you would be to use External Targets to notify non-agents on ticket updates. You can find out more about how this works here: Notifying external targets.

    Please let me know if you have any other questions!

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    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?

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    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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    Stephen Fusco

    Hello Deepika, 

    Unfortunately, the email channel cannot be fully disabled. However, there is another post on our Help Center about a clever workaround. You can find it at this link: Blocking the e-mail channel 

     

    Good Luck!

  • Avatar
    陳妍蒨

    Dears 

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

    Pink

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    Dave Dezellem

    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

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    Nicole Relyea

    @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. 

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    Dave Dezellem

    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

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    Nicole Relyea

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

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    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.

  • Avatar
    Nicole Relyea

    Thanks for pointing that out, Dave. 

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