Passing an email to your support address Follow

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If your customers occasionally send support requests to your email address instead of your support address, you can pass the email to the support address. By passing the email, a ticket is created with the original sender set as the requester. It also creates a new account if the user isn't registered.

You have two options for passing the email:

Redirecting email is not the same as forwarding it. Redirecting preserves the header information so that the email appears to be from the original sender, not from you. A ticket is created with the original sender set as the requester.

If you forward the email, the sender becomes you, not the original sender. Normally, the process creates a ticket listing you as the requester. However, two options are available to set the correct requester on the ticket.

Use this article if you want to handle the occasional email yourself. If you want to redirect all emails sent to an email address (not just the occasional one), see Using an external email domain in the Administrator Guide.

Forwarding an email

If you forward the email, the sender becomes you, not the original sender. Normally, the process creates a ticket listing you as the requester. However, you can use one of the following solutions to set the correct requester on the ticket:

Enabling the forwarding option for agents in Zendesk Support

Your administrator can enable an option that lets you forward an email in your inbox to your support address to create a ticket on behalf of the original sender. If a restricted agent creates a ticket using agent forwarding, the ticket will initially be assigned to their default group.

Note: Your email address must be registered in your user profile. This feature is supported for email clients in western European languages, Hebrew, and Chinese.

To enable the forwarding option

  1. Log in as an administrator.
  2. Click the Admin icon () in the sidebar, then select Agents from the Settings category.
  3. Select the Enable email forwarding option from the Email Forwarding category.
  4. Click Save.

Specifying the requester in the forwarded email

This solution works for all email clients. It involves inserting a simple instruction in the email body that specifies the requester. When creating the ticket, Zendesk Support reads the instruction and sets the requester you specified.

The solution works only if you're an agent and your email address is registered in your account. The command is ignored if the email is forwarded by an end-user. For more information, see Updating ticket properties from your inbox in the Administrator Guide.

  1. Select the email in your inbox and click Forward.
  2. Enter the following instruction at the top of the email body:
    #requester {requester_email}

    where {requester_email} is the requester's email address. Example:

    #requester gerry5@yahoo.com

    Tip: You can copy the requester's address from the Forwarded Message section in the body.

  3. Clean up the email. For example, remove the FWD prefix in the subject line and the Forwarded Message header in the body.

    The requester instruction will be stripped from the ticket automatically.

  4. Enter your support address in the To field and click Send.

Configuring Microsoft Outlook 2007 and 2010

The Microsoft Exchange email server doesn't currently allow users to redirect individual messages. However, you can use the following workaround. It works for any normal user and doesn't require granting special permissions on the Exchange server.

  1. Select the message in your inbox and click Forward.
  2. Enter your support address in the To field.
  3. Click Options tab and click the Direct Replies To button.
  4. In the Properties window, change the value in the "Have replies sent to" field to the name of the user submitting the request.

    Tip: Click Select Names to search your Address Book.

  5. Close the window and click Send.

Tip: If you use this command frequently, select File > Options > Quick Access Toolbar, and add the Direct Replies To button to your toolbar.

Redirecting an email

Some email clients can redirect an email as if you never opened it, preserving the header information so that the email appears to be from the original sender, not you.

Note: If your email account is on a Microsoft Exchange server, redirecting a message is not possible currently in any email client. However, you can still forward an email and set the correct requester on the ticket. See Forwarding an email for details.

The following are some email clients that support redirection:

Gmail does not currently support redirecting indvidual emails. You can forward an email instead. See Forwarding an email.

If you know how redirect works in other clients, please share the information in a comment at the end of this article.

Note: Zendesk can't provide support for third-party email clients. This information is provided as a convenience. Please contact your client provider for support.

Microsoft Outlook 2007 and 2010

  1. Double-click the email in your inbox to open it in a new window.
  2. Select Actions > Resend This Message.

    A warning appears about you not being the original sender of the message.

  3. Click Yes.

    A message window appears.

  4. Enter your support address in the To field and click Send.

Mail (Mac OS)

  1. Control-click the email in your inbox and select Redirect.
  2. Enter your support address in the To field and click Send.

Tip: If you use this command frequently, select View > Customize Toolbar, and add the Redirect button to your toolbar.

Mozilla Thunderbird

  1. Install and use the mailredirect plugin at http://mailredirect.mozdev.org/installation.html.

    Only Thunderbird 3 or later is supported.

  2. Select the message you want to redirect and choose Redirect from the Tools menu.
  3. Enter your support address in the To field and click Send.

Eudora

  1. Select the message in your inbox and choose Redirect from the Message menu.
  2. Enter your support address in the To field and click Send.

Evolution

  1. Select the message in the inbox and choose Forward > Redirect from the Actions menu.
  2. Enter your support address in the To field and click Send.
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Comments

  • 0

    Hi Suzana!

    We're talking about agent forwarding, right? Just forwarding the ticket to the support address for that Brand should take care of it for you. Or are you using the same support address for all your Brands? If you give me a little more detail about your workflow I should be able to help you figure something out. :)

  • 0

    We have deprecated our main support email address in favour of a web form and are looking to set up an autoresponder to customers still contacting us via the old email address.

    The issue I'm having is I don't know how to differentiate between an email which has been forwarded by a colleague (should not receive auto-responder) and an external customer (should receive auto-responder). I do have all internal users tagged as such by their email domain, but these tags aren't applied when an internal user forwards an email since we have agent forwarding enabled.

    Has anyone got any neat tricks for circumventing this?

    Edited by Kathryn Castle
  • 0

    Thank you for the article.

    I tried forwarding the email to our support address and also added the #solved command at the beginning of the body and finds that this works in creating and closing a ticket at the same time.

    One glitch I can't seem to get around though is that I get two emails: one informing me that the ticket has closed by me AND another informing me that the ticket has been closed by the requester. Does anyone know why this happens and how to stop having the ticket assigned and closed by the requester?

  • 0

    Hi Paul!

    These notifications are generated by your Triggers. You should be able to tweak the conditions on these Triggers so that they don't fire when tickets are closed in this way. Just let me know if you need any additional guidance on this!

  • 0

    Hi Jessie,

    I was able to solve the assignee issue but now I receive two closed emails from the same trigger. One comes from the requester and one comes from me. I know it's the same trigger because the email subject and body is unique to this one trigger. Thoughts on why I would be getting the same email twice from two different senders?

  • 0

    Hey Paul,

    Can you give me a ticket number where you received duplicate notifications? I'd like to take a peek at the ticket events.

  • 0

    Hi Jessie,

    Thank you for your help. Ticket #460 would be one example.

  • 0

    Hey Paul!

    I took a look at the ticket and the trigger, and I think I see what's going on here.

    On Wednesday at 02:51 the ticket was updated by Patrick with a public comment and the Status was set to solved, which fired the trigger that sent the notification. At the exact same time, a private comment was added by you. The Status was still Solved, so the trigger fired again.

    I checked the conditions of the trigger, and you have your "Meet all of the following conditions" set to Ticket: Status > Is > Solved. Setting it up this way means that every time the ticket is updated, that trigger will fire as long as the Status of the ticket is Solved.

    If you change that condition to Ticket: Status > Changed to > Solved, the trigger will only fire when the actual status is changed to Solved from something else, eliminating the duplicate notifications on subsequent updates.

    Let me know if you need further clarification on this!

  • 0

    @jessie yes I can forward them to the brand's email; I was just curious if I could set the brand and send them to a single, default email.

  • 0

    Hi Kathryn! Sorry for the delayed response!

    I think the easiest way to handle this situation will be to have your agents forward messages into Zendesk using a separate Support address from what your customers use when they email your Zendesk directly. Then you can set up your auto-response to only fire when a ticket is created from the one email.

    Hope that helps!

  • 0

    @Suzana, there's not a way to do this out of the box aside from sending them to separate Support Addresses configured for each Brand.

    However, you could send them to the same address and configure triggers to set the Brand based on keywords that you add when sending them in, similar to how the Mail API works.

    Let me know if you have any questions!

  • 0

    Can we make it so when I forward an email (I'm an agent), the ticket gets created on behalf of original sender (which it does now), BUT I am not automatically assigned (which it does now and I don't want it to).

  • 0

    Hello Roman,

    The agent forwarding feature should allow the agent to create the ticket on behalf of the end-user, however they aren't automatically assigned to the ticket through that alone.  My guess is that there is some sort of external trigger or mail api function that is acting on these tickets to automatically assign them to the sending agent.  If you cannot find which function is doing the auto-assign, feel free to open up a ticket with our support team with a ticket example and your account subdomain, and we can take a look into it further.

    I hope that helps!

  • 0

    @Morten, @Khoa

    We have one agent who is experiencing the same issue Morten described. 

    "I have setup redirection from Exchange to my zendesk email. But all the resulting tickets are being suspended because it's an "automatic response e-email". Any ideas to avoid that?"

    Can you share the root cause and how we should correct this from happening? 

     

  • 0

    Hi Chae,

    It looks like Morten never got back to us within the ticket, so not sure what the root cause of that particular issue was. However it's certainly something we should look into here - please join me in this ticket, and we'll investigate.

  • 0

    So if an Administrator forwards an email to Zendesk it doesn't automatically place the original sender as the requester? Only if an Agent forwards an email?

    Because an administrator for our team forwarded an email and it was not automatically adjusted so that the end-user was the requester. The administrator was set as the requester and the end-user was cc'ed on the email.

    Edited by Kelly
  • 0

    Hi Kelly!

    Administrators are considered Agents for the purposes of this feature, so as long as the Agent Forwarding feature is active in your Zendesk the ticket should be created with the original sender as the requester.

    The caveat to this is that the forwarded email must be coming from the primary email address associated with that Agent's profile. Otherwise Zendesk won't recognize that it's coming from an Agent.

    Hopefully that clears things up for you...please let me know if you need anything else!

  • 0

    Hi Jessie,

    Thanks for the response!

    It's odd that the email wasn't automatically changed in this case because the administrator forwarding the email did so from the email associated with her Agent profile. So I don't quite know why it didn't work. I will message you guys internally with a link to the ticket to see what's happening.

  • 0

    Hey Kelly!

    That's definitely odd. I'm inclined to say that we'll want to take a closer look at this in a ticket, and I see that you've already sent one in. We'll be able to get your sorted out there. Definitely feel free to share the end result here if you'd like!

  • 0

    Is there a way to modify our 'request received' trigger so emails that an agent passes into ZenDesk don't send the initial email to the requester? 

    We don't want our users to think we've ignored an email they're sending directly to us or passed it off to a support team, but we still want to track the communication in ZenDesk.

  • 0

    Hey Travis!

    I see you're on the Starter plan, which means you should be able to edit your Notify Requester of Received Request trigger to exclude tickets that are forwarded by your agents.

    You can do this a couple different ways. You can create a dedicated support address for your agents to use, and set the trigger up so it doesn't fire when tickets are received at that address. Alternately, you could add the condition Other: Current User > Is > (agent)

    Please let me know if you have any other questions!

  • 0

    Is there a way to automatically assign the tickets that have been passed into the support account via forward to the person who forwarded them?  For example, if I forwarded the email to our support account, I'd like for that ticket to have the appropriate requester (which I have working) but then automatically assign to me.  I've tried a few triggers but they haven't quite worked.

  • 0

    Hi Rachel, for this you could use the Mail API and make yourself the assignee:

    https://support.zendesk.com/hc/en-us/articles/203691006-Updating-ticket-properties-from-your-inbox

    It requires some short syntax and the agent's email address: #assignee rachel@company.com (example). While this is not quite an automatic way of accomplishing this task it does offer the flexibility of being able to assign to other agents as well, in addition to other functionality.  

    If you have any questions about this process send us an email at support@zendesk.com and we'd be happy to assist you further. 

  • 0

    Hello! 

    Is there a possibility to have the person that forwards the email to the zendesk inbox, bt cc'd automatically?

  • 0

    Hey Lucie!

    Are you referring to the automated email forwarding from your Support Address? Or to when you Agents need to forward in an email to create a ticket?

  • 0

    I am having exactly the same issue that Kelly was having further up this thread, please advise of the fix that was found.

     

    thanks!

  • 0

    Hi Paul, 

    I have followed up with you in the linked ticket above to get example ticket numbers. The behavior you and Kelly have described are not expected and I'd like to investigate a bit further with you. 

    Meet you in the ticket! 

    Edited by Danielle Jensen
  • 0

    The re-direct function in Outlook 2007/2010 only works if you have the permission to send as the original user though. Is there another workaround on preserving the original header information other than re-directing?

     

    edit: for those of you who is experiencing the same problem - the work around - use the syntax to modify the property of your ticket. For example, select the email you'd like to forward, remove all your email signature and add this line "#requester name@domain.com" and change the email address to the requester email address then click send. What that line does is manually changing the requester to that email or user, if he/she already exist in your zendesk contact. 

    More info can be found in the link below, 

    https://support.zendesk.com/hc/en-us/articles/203691006-Updating-ticket-properties-from-your-inbox 

     

    Edited by Andy L
  • 0

    I found out that the FW: in the subject does the job when using #requester e@mail.com. You even don't need to clean the added stuff above the real message. Zendesk removes the FW: from the subject en sets the "stuff" in an internal memo and puts the original mail in the ticket.

    Removing the FW: however sets all the text in the ticket (public!)

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