Adding support addresses for users to submit tickets Follow

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11 comments

  • Avatar
    Scott

    It would be really nice to have the ability to tie an address to a group so that the address is updated when the group is updated. i.e. Customer sends something to support@, but it really was an accounting issue. When moved to the accounting group we should now be notifying them from accounting@domain instead of support@domain. I can see where some people might not want this, but we should be able to at least set this as part of a trigger. i.e. Trigger would have group x use email address x.

    We also need this when starting an email since the accounting group might need to send a new message to someone and it makes no sense for that to come from a support address.

  • Avatar
    Paul Middleton

    @Scott - totally agree. This is a major shortcoming. I have multiple support addresses set up (customerservice@, marketing@, ithelpdesk@) all of which are associated with different groups of individuals within the business. To have everyone creating tickets under the default, and no subsequent way of changing that, is highly limiting.

  • Avatar
    Jessie Schutz

    Hey guys!

    While it's not possible to tie a Support Address to a specific group the way you're describing, we do have an app that could be a good solution for the problem you're encountering. You can find more information about that here: Select an Address.

    Bear in mind that this is one of our Zendesk Labs apps, which means it isn't officially supported. But it should get you where you need to go! Hopefully that helps!

  • Avatar
    Scott

    Jessie, While I'm glad to see there has been an attempt at allowing us to control the email address, this attempt isn't usable in macros, etc, so it is essentially useless. We have a situation where our agents are creating a lot of tickets on behalf of end users and changing the from address via additional apps is not really a suitable workaround.

  • Avatar
    Paul Middleton

    Scott is correct. Changing the email address after you've already sent a default message, or adjusting your whole workflow to introduce what is essentially a workaround, is not worthwhile for such a fundamental function of the software.

  • Avatar
    Jessie Schutz

    Hey guys!

    I'd encourage you to post this feedback in our Product Feedback Forum. Our Product Managers take customer suggestions into consideration when planning our roadmap, and this kind of feedback really helps them to understand how people are using Zendesk.

    I was able to find a couple of posts related to what you're talking about here, but this is the one that I think is most relevant: Change sender address when creating a NEW ticket on behalf of the requester. Our Product Managers see all of these posts and comments, so be sure to add your vote and detailed use case.

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    Emiliano

    Thank you for this post. Very helpful.

    Something is not too clear to me.

    When I opened my Zendesk account I created an admin with the main support email address I will be using. In my case info@mydomain.com.
    This causes the same error someone else posted here "Email is in use by a user. Remove it from the user before adding it here" when I tried to add that address as a support address.

    To bypass this issue i changed the admin email address to my personal email, however i noticed that all the LiveChat offline messages (the ones sent when no users are online) are sent to the admin email address.
    Wouldn t it be best if our Zopim Chat is linked to our Support Address rather than the Admin Address?

    E.

  • Avatar
    Matt Hoffman

    @Emiliano -
    Looks like you figured out your issue with your new support address, but just to clarify - an email address can be used for either a user or a support address, but not both.
    As to the second point - take a look at this article from our friends at Zopim:
    https://zopim.zendesk.com/entries/23806751-Receiving-mail-notifications-for-offline-messages
    You can change your log in email on your dashboard: http://dashboard.zopim.com/#Personal/profile. Just click on the "Change your login email address" link below your current Login Email or you can just do it here directly: https://www.zopim.com/account/change_email.

    I hope this helps! If you have any questions just contact us at support@zendesk.com

  • Avatar
    Wilfred Kaw (Edited )

    For those who encounter issues when adding a forwarding from an external email address within Microsoft Exchange, here's a helpful article to view: https://support.microsoft.com/de-de/help/2773786/550-550-5.1.1-or-550-5.7.1-ndr-message-when-an-external-user-sends-an-email-message-to-a-universal-distribution-group. [NOTE: It's possible that you may need to uncheck the box in the Exchange Server properties for the account which required senders to be authenticated]

  • Avatar
    Paul Meelen

    Hi,

    When i want to add a second email address i can open the add address dropdown but none of the 3 options are working. Any ideas?


     

  • Avatar
    Jessie Schutz

    Hey Paul!

    Can you elaborate on what's not working? Are the options greyed out?

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