Troubleshooting agent forwarding

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3 Comments

  • Fiona
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    Hi, 

    I'm trying to set this up but it's not working. I have enabled agent forwarding and I followed the steps here: https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address?page=2#comments

    It says to put #requester then the email address and remove the "fwd:" from the subject line and remove the forwarding part in the body of the email. I did that (and also tried leaving those things in) and it's still showing as coming from the forwarding email address. I'm not sure what I'm doing wrong. Thanks!

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  • Heather Rommel
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    Fiona,

    I've had the same issue -- Usually it's because I need it to be formatted like *exactly*

    The VERY first line in the body of the email:

    #requester [one space] requester@theiremail.com

    The only other thing I can think of is to check your Events in the ticket and see if there are any misbehaving Triggers.

    PS. I keep the Fwd in...

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  • Fiona
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    Thanks, Heather. I just tried it again. First line, one space. Still no luck. I checked the events and I see two triggers fired - one to set it to normal priority and one to send an auto-reply email to the requester... not sure what I'm doing wrong. Oh well, I will just make them manually. Thanks!

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