How do I set up agent forwarding for emails?

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8 Comments

  • Aaron C.

    Will this work if a light agent forwards in an email?

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  • Bonnie
    Zendesk Customer Care

    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.

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  • Jimmy Rufo

    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.

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  • Jimmy Rufo

    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.

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  • Luke Aleo

    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?

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  • Dane
    Zendesk Engineering
    Hi Luke, 
     
    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.
     
    #public true
     

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  • philip crump

    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?

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  • Hiedi Kysther
    Zendesk Customer Care

    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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