How do I forward tickets to a non-Support user? Follow

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22 comments

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    Eckhard Doll

    Hi, this is very helpful, thank you! I have a question on Option 2. Maybe I am missing the obvious here but what is the easiest way to switch back to the original requester once the reply from the outside source has been received? Do I have to copy the original email address into the internal note field?

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    Marcio

    Hey guys, as an agent, I couldn't find the CC field in the Ticket. Check below :(

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    Jessie Schutz

    Hi Marcio!

     

    The Admins in your Zendesk can choose whether or not to allow CCs on tickets. Based on your screenshot, it looks like the "Enable CCs on tickets" functionality has been turned off. If that's something you need, your Admins can re-enable it!

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    Sebastiaan Wijchers

    Option 2 and 3 will cause all kind of communication ending up at the wrong places. I wouldn't advise using those.

    I think forwarding a ticket to an external address should be native functionality.

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    Elyssa Kolber

    I agree with Sebastiaan.  We have been doing option 3, CC'ing in the correct non-zendesk department.  It has been inefficient, grows the number of people on the thread, and makes it unable to include a message that our customer does not see. 

    Forwarding is a standard email feature and needs to be available.

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    Joshua Bentley

    Agreeing with Sebastiaan and Elyssa here.

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    Tatiana

    Also agree - we need a way to send requests to non-support users in our organization that the user does not see. 

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    Nicole Relyea

    Hey Joshua and Tatiana - does the notify external target functionality not work for your use case? 

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    Joshua Bentley

    Hi, Nicole - thanks for asking. No it doesn't because it needs to be on-demand. Can a trigger work that way that as soon as an email target is added, it sends the notification?

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    Nicole Relyea

    Good question, Joshua. I'm not sure, but I'll see what I can find out for you. 

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    Nicole Relyea

    Okay, so Triggers are event based, meaning that they can fire based on whatever activity you set. Try these on for size and see if either of them fit your needs: 

    How to email ticket info Automatically to Non-Agents

    Notifying External Email Addresses

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    Steven Kelly

    my issue with this is as follows:

     

    Forwarding to the new NON-Zendesk email is simple, but it does not contain the original content of the original email. 

     

    In other words, if we get an email, in ZD, from somebody saying I am trying to reach Dave in Accounting regarding the invoice...   the content of the email is not there

    ??

     

     

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    Jessie Schutz

    Hey Steven! Welcome to the Community!

    Which method are you using to send these tickets to users outside of Zendesk? 

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    Steven Kelly

    Jessie, that would imply that there is more than one way to do this command.

    They only way I know of is my changing the original email address to a new address or 

    replying to the original contact and cc'ing the new non-zendesk user. Either way does not work.

     

     

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    Jessie Schutz

    Hi Steven,

    So, just to clarify, you're CC'ing Dave in Accounting on the ticket. Dave is receiving an email notification that he's CC'd on the ticket, but the notification email doesn't include the original ticket comment? What does the notification contain?

    I need some additional detail here to understand what's going wrong.

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    Steven Kelly

    Hi there Jessie, 

    "Dave in Accounting" will get an email with the information that I typed in, but not the email content from the originator 

    Cannot make it any simpler than that ! 

     

     

     

     

     

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    Jessie Schutz

    Thanks for clarifying, Steven!

    What's most likely happening here is that the CC notification is set up with the wrong content placeholder, so it's displaying only the most recent comment, not the entire comment thread. 

    Luckily, this is very easy to fix! Go to your Admin icon, and then go to Settings > Tickets. Scroll down to the CC section, and make sure that the CC email text section contains {{ticket.comments_formatted}}. That will take care of it!

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    Steven Kelly

    ohhhh, so close to a resolution there Jessie. Except as you can see from this screen shot...

     

    and here is a screenshot sent from ZD to my email and it has no email thread....

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    Jessie Schutz

    Hey Steve,

    Well, you've stumped me. Without being able to see the settings in your account I'm afraid there isn't much more I can do to help you here in the Community. I'm going to go ahead and get a ticket opened up so one of our Support Advocates can dig into this for you!

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    Steven Kelly

    I miss the old days of customer service where you could pick up the phone and talk.....

    Thanks for opening the help desk ticket for me 

     

     

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    Nicole Relyea

    Hey Steven - 

    As an Enterprise customer, your account Admin should have the phone number to call support, if you'd prefer.

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    Steven Kelly

    Yes, that was the answer I was expecting from you.

     

     

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