Passing an email to your support address

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58 Comments

  • Ryan
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    Hey Rick,

    Unfortunately that is not an available function of the Mail API at this time. So there would be no way pass that on at this time.

    You can see all of the available commands here: Mail API.

    If you'd like to see that available, I'd recommend making a request in our product feedback forums!

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  • Kevin Gebraski
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    Does this work with an office that is connected through Microsoft 365 (Outlook)? 

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  • Christina
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    Hi Kevin,

    We use 365 here and it works from the desktop, online and in the iphone app - just be sure that the #requester and #assignee are all lower-case, also do not "copy" and paste the requester email address from the forward (type it in) - these things caused issues for us.

    Cheers,
    Christina

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  • Nicole - Community Manager
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    thanks for jumping in, Christina!

     

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  • Nicole - Community Manager
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    Also, welcome to the community, Kevin!

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  • Oscar Jimenez
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    Hello

    If you use Zoho mail, it works redirecting all your email like if it was sent directly you redirecting mail, so only you have to do is go to email panel then Email Forwarding Pop/IMAP and there you have to colocate the email you want be redirect through, I know the option says forwarding but don't worry it will redirect.

    Regards

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  • Maria Zhukova
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    Hello!

    We are testing Zendesk for our company and faced one problem: the external e-mails are not verified. We use Thunderbird as the main Email tool and we installed Mailredirect. However, it didn't help. So, we can't connect those external emails to Zendesk, hence, we don't the messages in one programm (Zendesk). Only FB page was successfully connected. Would you please explain what we can do?

    Best regards, Maria

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  • Amie Brennan
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    Hi Maria, 

    I'm going to create a ticket for you and join you in there so we can troubleshoot this one in a bit more depth together. See you in the ticket. :)

    Best,

    Amie

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  • Maria Zhukova
    Comment actions Permalink

    Hi Amie,

    I haven't got any ticket yet. Could you please send once again?

    Best regards,

    Maria

    ---

    This comment was edited on 11/15/17. Community Managers removed personal email address from the comment. 

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  • Amie Brennan
    Comment actions Permalink

    Hi Maria,

    Thanks for letting me know. I sent the original ticket to that same address. Ticket id is #3077669. I've just sent another update on the ticket. Hopefully you receive it now. :)

    Best,

    Amie

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  • Rick
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    Has anyone figured out a way for an agent to forward an internal email in a 365/Outlook environment and have it assign to the original sender? 

    For internal messages in this environment Outlook resolves an internal user's email address so it does not include it in the "From" on a forward so Zendesk cannot grab the original requester and just creates the ticket in the agent's name.

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  • Paul Dalton
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    Rick, I was able to overcome this in an Exchange / Outlook environment by creating a VB macro in Outlook that strips the sender address from the original email, then inserts it as a #requester tag in the subsequent email. I did this by cobbling together two different scripts i found online (so i take no credit for the solution!) happy to share the macro if you'd like.

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  • Christopher Grasso
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    We frequently pass emails to our support address to create tickets from Outlook 2016, and the feature works well, creating the original sender of the email as the ticket requester.  The issue that I have is that if there are other people CC-ed on the original email to the agent, and the agent forwards the ticket to the support email address, those CCs are stripped out when the ticket is created.  I have to manually copy the email addresses and add them to the ticket after the ticket is created.  We also have tried the Zendesk extension for Outlook, but unfortunately there is also no CC field or ability to "pass" CCs on the email directly to the newly created ticket.  Is there a way around this that I'm unaware of?

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  • Jessie Schutz
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    Hi Christopher!

    I'm not sure whether this is expected behavior or not, so I'm going to see if I can find someone to verify. Stand by!

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  • Amie Brennan
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    Hi Christopher,

    As far as I'm aware the CC's should be coming in on the ticket when it's forwarded through. Sounds a bit odd that they are being stripped out for you. I'm going to create you a new ticket on this and we can investigate further with you from there. See you in the ticket. :)

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  • Roger Mimo
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    Seeing as Gmail doesn't support the redirection of mail we created a simple script that takes care of forwarding the end-user mail to our ZD support mail. For some reason I couldn't make it work just with that so we had to go through ZD's API (The requester wasn't assigning correctly).
    The whole point of this process was to automate it while we get the contact form going and let go of the mail. It didn't take long to implement this.

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  • Roo McCrudden
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    Hi there, 

    I was wondering is it possible to have the "Submit a Request form" send the submissions to an external email address rather than creating a ticket within Zendesk? Our organisation is using Zendesk for the Guide features but still manages support requests via another CRM. 

    Thanks.

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  • Amie Brennan
    Comment actions Permalink

    Hi Roo,

    Thanks for reaching out. At present it's not possible to redirect submissions from the Zendesk "submit a request" form to a different ticketing platform. Our ticket form is designed to forward the submissions into Zendesk and a ticket created from there. 

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  • Roo McCrudden
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    Thanks for the response Amie! Is there the ability to add in a different contact form via the HTML / CSS editor or anything along those lines in order to achieve what i want to do? 

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  • Jessie Schutz
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    Hey Roo!

    If you're on Guide Professional or higher you have access to the HTML, CSS, and JS for your Help Center, so you can customize it any way you like including adding an HTML form and hiding the link to the native web form. You'd also probably want to hide the My Activities section, since your user's tickets wouldn't show up there. We're not able to write the custom code for you, but there are numerous Tips in our Tips & Tricks topic that can help you get started!

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  • Jan-Hendrik Spieth
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    We tried to use the "Resending"/"Redirecting" approach in our Exchange setup.

    Turns out we just aren't allowed to resend messages, as this is considered spoofing.

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  • Holger Axelgaard
    Comment actions Permalink

    We have struggled with this as well, ultimeately got it working,  but our agents found that the Zendesk Outlook extension was a good fit for us. It has probably been mentioned many times before, but its worth a re-mention for new users looking at this. 

    https://support.zendesk.com/hc/en-us/articles/213691807-Setting-up-Zendesk-for-Microsoft-Outlook-Integration-

     

     

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  • Jessie Schutz
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    Thanks for sharing your experience, Holger!

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  • Milan J Jara
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    I have tried this and it does not work

     

    #requester gerry5@yahoo.com
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  • Sean Cusick
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    Hi Milan, We would need to take a closer look at your example and to do so we might need to inspect some personal or account data that we would not want to have posted here. Could you please open a ticket with us at support@zendesk.com, so that we could look at the particulars of the example. Thanks.

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  • Luke Aleo
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    I'm having difficulty with the CCs porting in as well. Any update as to why the CCs might not be preserved in an Outlook forward?

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  • Brett - Community Manager
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    Hey Luke,

    I'm going to create a ticket on your behalf and passed over to our Support team to investigate further. We will need to get a couple of email examples from you to determine what could be causing this issue. You'll receive a follow-up email shortly after your ticket is created :)

    Cheers!

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  • Marc Dufour (Groan)
    Comment actions Permalink

    The Forwarding does not seem to work.

    • I am an Admin in Zendesk.
    • I have it enabled, When an email arrives from anyone in my Outlook I click Forward.
    • I add #requester email@address.com as the top response in the body and click send.
    • A ticket is created, the user is created and it shows as being submitted by me.

    Am I missing something?

     

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