Forwarding an email message to your support address

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11 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

    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
    Zendesk Customer Care

    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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  • Mags

    Hi, looking for assistance.  We recently sent two seperate emails using Outlook copying one of our Zendesk support groups.  As the email content was templated, for the second email, we deleted the initial addressee and add the new one.  Zendesk combined both emails into the one ticket.  Can you advise how this occured please? I've raised here as assumed the second email might have followed a redirecting path.  Thank you

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  • Jupete Manitas
    Zendesk Customer Care

    Hi Mags, thanks for writing in! May we know if you have submitted a ticket to Support about this for further troubleshooting? As it seems you have a different workflow which resulted in different behavior. You're sending an email and you CC'd your support address? 

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  • Mags

    Hi Jupete, thank you for your response.  I didn't raise a support ticket as upon further review on your support pages I came across this article Why do emails thread to the wrong ticket? – Zendesk help. which explained Zendesk's threading logic requires the user to copy any pertinent email content into a brand new email and that simply deleting and adding a new email addressee to an Outlook email template already used whilst copying in Zendesk would not suffice.

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  • Jupete Manitas
    Zendesk Customer Care

    Hello Mags, 

    Yes, that is right. Zendesk threads that way when they receive emails. We're glad you found that article. Thank you! 

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  • Daniel Woodford

    Forwarding emails using #requester {email address} generally works well (for full agents). However, when a light agent uses this technique, Zendesk sets the light agent as the requester instead of the end user. Is it possible to resolve this?

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  • Gabriel
    Zendesk Customer Care
    Hi Daniel,

    Currently, this is an intended behavior that Mail API command "#requester" is not available for light agents. For reference, please see article below:
     
    Using the Mail API to update ticket properties from your inbox
     
    Unfortunately, this is one of the limitations of light agents that they cannot use the mail API to respond to notifications or create new tickets. I hope this answer your question. Thank you!
     
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  • Noelle Cheng

    Hi I have forwarding set up correctly where my inbox is going to my ZenDesk address. I’m having an issue now where if an email has attachments that contain PII, our Microsoft outlook business account if encrypting the email using Purview and we cannot read the messages because the one time passcode is being sent to the ZenDesk support address instead of our inbox. Has ZenDesk spoken with Microsoft on this? If we have to go back to our inbox to get the attachments it’s making the ability to use ZenDesk useless. If we have to go back to the email in the inbox to get the attachments then we might as well just answer from the inbox. 

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