Troubleshooting agent forwarding

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8 Comments

  • Fiona

    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
    Community Moderator

    @...,

    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

    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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  • Rachel M

    is it possible to identify tickets created via agent forwarding? so it could effect triggers & automations?

    i thought perhaps if the agent added a tag via the mail api as one solution (though this requires the agents remembering to do this!) – but i was curious if it's somehow already identifiable via ZD built-in functionality.

    possible use cases:

    • to skip sending the requester a "we got your request!" email
    • to change the ticket channel field
    • to report on how frequently agents are being reached-out to directly.
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  • Elissa
    Zendesk Community Team

    Hello Rachel M

    (I really like your strawberry profile picture!)

    I was able to find a creative solution that I hope works for you!

    When an agent forwards a customer's email (using agent forwarding) the "submitter" and "requester" attributes are different for that ticket. You can see this by looking at the ticket through the api:

     

    So, you could create a trigger with these conditions to tag any tickets created this way:

    With these conditions, any ticket created by an agent, where the requester is set as someone else (the customer) will be affected. Just have the action be to add a tag. Then once that tag is on all the agent forwarded tickets, you can use it for reporting, to affect other triggers (to exclude these tickets or include them only etc.).

    I hope that helps!

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  • Rachel M

    hi Elissa!

    thanks so much for looking into this – i finally was able to test this out, and i'm having issues.

    (but to be clear, the agent forwarding is working as it should in general – aka it makes the orignal email's sender as the requester of the ticket)

     

    After 13 different tests that kept skipping the trigger, i make a very simple one with only these conditions –

    • ticket is created
    • channel is email

    – and i used a "notify target" to capture the current user and requester values.

     

    the result:

    current user: Person Z (end user)
    requester: Person Z (the same end user)
    ticket via: Mail

     

    yet the api shows

    requester_id	423699606293 
    submitter_id 115642907474

     

    it looks like ZD doesn't consider "the submitter" = "current user", but it knows the submitter is a different person (me, the agent).

    open to any thoughts!!

     

     

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  • Rachel M

    ok! i made a work around using the mail api – ultimately, i'd really much rather have a workflow that doesn't require the agent to remember to add the mail api conditions. too much room for human error.

     

    the trigger........

    meet ALL

    • ticket is created
    • channel is email

    meet ANY

    • tags contain one of the following: fwd
    • assignee changed

    action

    • add tag email-fwd-by-agent

     

    so if an agent is forwarding an email, and they need to add either of these to the email:

    1. #tags fwd
    2. #assignee someone@somewhere.com

     

    then i can target or exclude the email-fwd-by-agent tagged tickets.

     

    1
  • Nicole S.
    Zendesk Community Team

    Thanks for coming back to share your work-around, Rachel! Sorry that it's not a smoother workflow, but glad to hear you got something in place.

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