Blocking the email channel

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18 Comments

  • Jean-Michel WEISS
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    sounds good, i did the same thing, but i want to allow my organization to send ticket, and when i say org, i mean all mail addresses from my org. i believe that if i have also associated the domain myorg.com... in my organization. then i can add a condition like organization is not my org, and it takes in account the domain ?

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  • Brett - Community Manager
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    Hi Jean-Michel,

    As you stated, I would recommend adding the Organization > is not > (org name) under Meets all of the following condtions so emails sent from that organization are not immediately closed when the ticket is generated. If you have your domain associated with the organization within your Support account then that solution should work :)

    Hope this helps!

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  • Jean-Michel WEISS
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    it seems logic and it's what i did :-) i was just afraid  that it is only applied on the users created in the org and not all the mail adresses coming from the org. THX again zendesk ROX !!!

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  • Brett - Community Manager
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    Happy to help Jean-Michel!

    I do want to clarify that if you do go this route then you'll want to make sure those users belong to the organization you've set up. If you're including the domain in your org within Zendesk then they will automatically be added and you should be all set.

    Cheers!

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  • Barrett Smith
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    This works well to block ALL incoming emails, but what if we have two separate email addresses for customers to use and I only want to prevent them from using one of them?

    For example, I want to stop customers from being able to email support@mycompany.com but allow customers to still email design@mycompany.com.

    The trigger above will stop all incoming email, and I only want to stop it when it's sent to a specific internal address.

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  • Jean-Michel WEISS
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    if you associate each mail address to a specific brand ( depends of your zendesk subscription), then in the trigger, you can use the condition  "brand is not design" for example...

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  • Chris Wooten
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    IS there a way to block inbound CC from creating a ticket?

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  • Devan La Spisa
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    Hello Chris,

    So, unfortunately, no this isn't currently possible. You do have the ability to block an e-mail you no longer want contact from but disabling the ability from an email address isn't a feature the platform supports.

     

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  • Justin Federico
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    This might be obvious to some but I wanted to know if this would affect customers replying to a ticket via email after the ticket has been created. I see the trigger is looking at the "ticket created" condition.

    We want tickets to be created via the Help Center but we would still like the end-user to be able to respond to tickets via email.

     

     

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  • Søren Reinewald
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    @justin - When the trigger is set to Ticket is Created, it will only trigger when the ticket is created, and NOT on updates which is what happens when users repond to tickets via email.

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  • Søren Reinewald
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    Another question on this. When I as an agent forward an email from someone, I would like to allow myself to use the email channel.

     

    But setting the organisation to the agents organisation will not work, as when forwarding as an agent, it will automatically set the requester to the sender of my forwarded email.

    Any tips on this where it automatically converts the requester because of a forward from an agent? I can't use "submitter" in triggers apparently.

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  • Brett - Community Manager
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    Hey Søren,

    Just to confirm, are you wanting to prevent the ticket from setting the original sender of the email as the requester of the ticket. 

    What you could do is set the requester of the ticket when you forward the email over by using the Mail API as mentioned in the article I attached. 

    Let me know if that doesn't get you the results you're looking for.

    Cheers!

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  • Zach Proa
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    In our use case, we would like for all tickets to be submitted via Help Center. We do not want any tickets coming through email, period.

    Reading through this article, seems like this will help satisfy this requirement. That being said, it looks like a ticket will be opened no matter what once an email is submitted (even if immediately closed via trigger). This throws off our metrics that we keep. How can it be set so no ticket is created at all? 

    Looking forward to a response!

    Thank you!

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  • Brett - Community Manager
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    Hey Zach,

    The best option here would be to set up your trigger to also tag these closed tickets. You can then exclude any ticket that contains that tag from your Insights or Explore reports. More information on tag reporting in the following articles:

    Let us know if you have any other questions!

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  • Justin Federico
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    How do we prevent the follow up ticket being created if an end-user replies to the response from the "Blocking Emails" trigger? The trigger closes the ticket but the end-user can still reply.

    FYI - I am only trying to block tickets being created via email. I want the requester and CC's to be able to update tickets via email.

    Update: The follow-up ticket does not use the email channel. I was able to create another trigger to block the follow-up ticket. 

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  • Brett - Community Manager
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    Hey Justin,

    There isn't a way to block the user from replying to that particular email. The only thing your trigger can do is automatically close the Support ticket that is created if they're to reply back.

    Let me know if you have additional questions for me!

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  • Justin Federico
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    Does blocking the email channel reduce or eliminate Suspended Tickets?

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  • Brett - Community Manager
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    Hey Justin,

    It doesn't stop emails from being delivered to suspended tickets, however, if the email channel is not a supported channel then it should eliminate the need to check your suspended tickets view. Majority of content in the suspended view comes from the email channel.

    Let me know if you have any other questions!

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