Passing an email to your support address

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69 Comments

  • Gaute

    Brett Bowser

    I cannot get "Enabling the forwarding option for agents in Zendesk Support" to work. 

    I have enabled the "Enable email forwarding" function in Settings->Agents

    Yet, when I try to forward emails from my gmail to our support email all the tickets will set me as requester. 

    Please advice

    EDIT:

    The forward works with correctly request if I forward to support@mycompany.zendesk.com
    but does NOT work if I forward to:
    my@copany.domain  (our default support adress)

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  • Allen Lai

    This doesn't seem to work. A colleague forwarded an email that was sent to her inbox to our support email and the ticket was created under my colleague and not the original sender. What am I missing?

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  • Gail L
    Zendesk Community Team

    Hi Gaute and Allen, 

    These sound like scenarios where it would be best to look at the specific examples. I'm creating tickets for you both to have our support team look at this with you further.

     

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  • Gaute

    Gail L Thank you trying to help. I have already been in contact with your support team and our issue is resolved. 

    The reason it did not work for us was that our support adress (my@copany.domain ) was a part a gsuit group. The group had a setting to add a prefix on subjectline on all email sent to our support address. 

    The forward worked with correct requester once I removed the prefix-setting in g-suit group.

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  • Andrew R.

    Hi Everyone, I just posted this same question over here:

    https://support.zendesk.com/hc/en-us/articles/216973797?page=1#comment_360004629173

    but it seems like this discussion is fresher, so reposting here.

     

    I am trying to create two different triggers and only have one trigger fire based on if an end-user a) emails directly to our ZD support email address, vs. b) if an end-user first emails me, and then I forward their email to ZD. Two Actions in the two triggers are basically the same except I would like for the end-user to get slightly different messaging in the email trigger based on which scenario occurs.

    If a), the message would say something like aa) "Thank you for emailing the Helpdesk. Your ticket has been received!" (call this, Trigger AA)

    If b), the message would be more like bb) "Andrew forwarded your email into the Helpdesk and this ticket has been created for you..." (call this, Trigger BB)

    We have the "Email Forwarding" setting box checked in our Account settings, which I prefer to keep on.

    I cannot figure out which combination of conditions will trigger AA or BB only (and not neither or both). I thought the answer would have resided within some combination of evaluating Requester and Current_User, but both of these fields always have the same value under scenarios a) and b), which is, they are set equal to the end-user. I would have thought that under scenario b), I would be the current_user and the end-user would be the requester, but no, the end-user is both the current_user and requester.

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  • Gail L
    Zendesk Community Team

    Hi Andrew,

    This sounds like a scenario where you'd be best off tagging the tickets that you are forwarding in using the #tags command for Mail API to differentiate the two groups of tickets (you can add a tag like andrew_forwarded when the forwarded tickets are being created). That would let you use the tag to set up the exclusion for having both triggers fire pretty easily. So with trigger AA you can have "tags contain none of the following" and with trigger BB the condition is "tags contain at least one of the following".

    Hope that helps!

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  • Andrew R.

    Hi Gail L, thank you. I just made that edit to the two triggers, tested, and it works. Good enough for now; will hope that someday the Agent email forwarding feature will have a little more intelligence and trigger conditions will be able to discern between the end-user and the forwarding-agent without manual intervention required by the forwarding-agent, i.e. adding in a #tags command .

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  • Nathalie

    Hello !

    How can I have the agent who forwards the email to Zendesk, be cc'ed automatically on the ticket?

    I would need him to receive all further conversations between Support and the end-user.

    Thank you for the help,

    Nathalie.

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  • Gail L
    Zendesk Community Team

    Hi Nathalie, 

    The best option here would be to have the agent include themselves in the CCs as they were forwarding in the ticket when they want to stay involved in the conversation. Business rules could be tied to tags on the tickets or the ticket organization to add followers automatically, but there isn't a way to build a business rule that would CC a user based on the agent forwarding. 

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