My agents would like to forward personal emails they received from customers to create tickets. How do I set up this workflow?
Agent forwarding allows agents to automatically create tickets from forwarded emails with the original sender as the ticket requester. In order for agent forwarding to work correctly, the following four criteria must be met.
- Enable email forwarding must be enabled on the Agents settings page.
- The user forwarding emails into Zendesk must be an agent or administrator.
- The email subject must include "fw" or "fwd" or the foreign language equivalent.
- In the body of the email, the From: text and the email address of the requester must be on the same line.
The most common issue with agent forwarding occurs when Zendesk sets the agent who forwarded the email as the ticket requester instead of the customer. This occurs when the From: line in the body of the email only displays the customer's name and not the customer's email address. A common cause for this problem is Microsoft Outlook, which strips this email address from the body of the message. This problem may occur with additional email clients as well.
In the example image below, the end user Katie's email address was stripped from the From: line. As a result, the agent Bonnie will become the ticket requester of this forwarded email instead of the end user Katie.
One workaround to resolve the issue is to use the #requester Mail API command to correctly set the ticket requester. Add this text command at the very top of the forwarded message followed by the customer's email address. This command will set the ticket requester in Zendesk as the customer rather than as the forwarding agent.
Will this work if a light agent forwards in an email?
Hi Aaron! This won't quite work if a light agent forwards in an email as a light agent does not have permission to make public comments. So the customer's comment will come in as private if a light agent forwards it in.
Hi, I have a question in to customer support who I've been working with, but also thought I'd reach out to the community for other thoughts.
How can I effectively keep the original requester (Agent in this case) on as a CC, once the ticket requester changes to the end user? What is a good trigger to get this done?
My use case is our agent wants support to work directly with the end user (client in this case) when they forward an email over to support, so Agent forwarding works in that regard. However, they still want to be made aware of ticket activity from there on out, so I need something to auto add them as CC as part of the workflow.
FYI Customer support could not give any option to automatically CC the agent, without the agent having to remember to do something ahead of time. The whole point is this type of change should be transparent. If anyone has any thoughts, it'd be most appreciated.
If I forward the email into Zendesk then all those that are in the TO or CC field would receive the email message. Every time I forward the ticket in with extra text above the Forwarded message it makes it a Private Comment. Is there a way that I can make it a Public Comment?
This is expected because the agent who forwarded the message is not technically part of the ticket. Any comments originating from an agent that is not part of the ticket will automatically be converted to an internal comment.
As a workaround, you can utilize Mail API to make the comment public similar to the one below.
I have found a weird behaviour with this setting. When an agent does forward in a customer's enquiry it seems to set a Group itself. Initially I thought it chose the system default group, but on my demo instance of Zendesk it seems to have selected a random Group.
This is an issue because for a lot of Zendesk setups the expectation is that a ticket arrives with no Group, so you setup Triggers with 'Group is -' as a condition and route the tickets from there. But because the ticket already has a Group, these Triggers get bypassed. Can anyone explain what logic is being used here to set the Group?
Hey Philip Crump,
Due to the nature of your concern, I have created a ticket for you. Please wait for my update via email and let's continue our conversation there.
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