Passing an email to your support address

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4 Comments

  • Amy

    How can I forward emails from Microsoft Exchange to Zendesk? The content was removed from the page link provided: https://support.zendesk.com/hc/en-us/articles/216954207

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  • Ray Roth
    Zendesk Customer Care

    Hi Amy!

    Unfortunately we do not have an article about forwarding from Microsoft Exchange specifically but we do have this one that describes how the forwarding process works: https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address

    Ultimately it is up to you your email client for what the forwarding settings are on that side.

    Cheers!

    Ray Roth
    Senior Customer Advocate

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  • Ben Fox

    I am having an issue I can't figure out.

    1. Inside Zendesk if I create a new ticket for a customer manually it works great and emails the client as expected.  

    2. If I forward an email into Zendesk that someone sent to my personal work email, it sends the end requester a blank email when I do this. I know this is tied to the trigger for #1, but I don't know how to adjust the trigger to do #1 but not send on #2. On #2 I need the email to go in silently for the client, as then we will come back in the ticket to respond.

    Any advice? Here is the trigger for #1, that also seems to catch #2...

     

     

     

     

     

     

     

     

     

     

     

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  • Joyce

    Hi Benjamin!

    When you forward an email to Zendesk from your personal email, the end-user will automatically be set as the requester of that ticket. Due to our outbound email rules, it is not possible to include a customer's message in the initial auto-reply back to them. This was possible before but this functionality was targeted by spammers to pass messages through Zendesk systems to your customers. Because of this, we have made some security changes to our outbound email rules to guard against this behavior.

    This is also discussed in this article: Can I include the customer's original message in my auto-reply email trigger?

    Hope this helps!

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