Can one email create two tickets in different Zendesk accounts?

Return to top

18 Comments

  • Joshua Newell

    This limitation needs to be rectified. Please read this feedback for a scenario that has major implications created from the above logic.

    If you agree with this feedback support, please upvote the issue for the design team to look at. 

    https://support.zendesk.com/hc/en-us/community/posts/4416888621594-Multi-tenancy-email-ticket-creation-issue-

    13
  • Shane Skeens

    Agreed. This is a significant limitation that is causing us to re-evaluate the use of Zendesk in our Multi-brand environment, in which every brand has a unique email address. If a user sends it to one brand and Cc's another, the second will never hear of it. Even suspending the tickets would give some visibility into the issues received.

    Please revisit this issue for us multi-brand customers!!!

    3
  • Benjamin Kirsch
    Zendesk Product Manager

    Hi all, thank you for brining up this use case.  The scenario of multiple support addresses being included in the "To:" header of emails is something that our teams are actively working on at the moment.  In Q1, our plans involve creating a new API endpoint that will surface the information of the original recipients included in a ticket created via email.  This API will allow the creation of customized workflows to meet the needs of each team's ticket creation preferences.  

    We are still gathering some feedback of the information that would be important for us to include in this new endpoint.  What info would be helpful for your teams?

    0
  • Shane Skeens

    Thanks for the reply, Benjamin! For our purposes, simply passing (replicating) the same information that is included on the ticket created from an email. "From", "To" and all Cc's, as well as any information included in the email itself (subject, body, attachments, etc).

    Without understanding your new "endpoint" better, it's hard to say exactly how it could be optimally designed.

    0
  • Matthew

    Agree. strongly. and not a happy bunny

    this is an incredulous limitation and either an oversight by the development team or a sales ploy. 

    we have deployed 4 separate instances. (as recommended by Zendesk in the first) and have 2 partners who also use Zendesk support. and the best option is to tell our 4000 customers to change the way they send mails... Really! 

    we now have entered within my business road map a migration to a working support system. 

    0
  • Mark H

    Hi,

    I tested this and I got it to work across two Zendesk Systems, one email creating a ticket on each.

    It worked if I use the Company Email address that are set up as External Emails (with forwarding, not support@company1.zendesk.com) and also have an end-user contact setup in each Zendesk system for the other system's external email.

    We have two Zendesks, for IT and one for HR, that users often send a common email.

    Zendesk System 1, for IT: e.g. IT.zendesk.com
    External Email created for IT@Companyname.com
    IT@Companyname.com has been forwarded to support@IT.zendesk.com
    Setup an End-User for HR@Companyname.com

    Zendesk System 2, for HR: e.g. HR.zendesk.com
    External Email created for HR@Companyname.com
    HR@Companyname.com has been forwarded to support@HR.zendesk.com
    Setup an End-User for IT@Companyname.com

    The tests were to send an email to both Zendesk systems using different email addresses on the to: and cc: lines

    Summary:
    It will NOT work if I use the more than one default Zendesk email address, like
    TO: support@IT.zendesk.com  , support@HR.zendesk.com.


    It will work if I use external emails, like
    TO: IT@companyname.comHR@companyname.com

    I can get it to work if the two company emails are placed on the To: & CC: or both on the To: line of the email.
     
    We are looking at this so we can instruct IT directly on part of a leaver process and keep HR informed (cc'd), HR however do not need to act, but must be aware.  A ticket is created on both IT and HR Zendesk system, from the senders email, each ticket had the other email contact in their CC, as needed (contacts for these email addresses already existed on each system, this might be important), but updates made to the ticket in IT did not update the ticket on HR or create a new ticket on HR, albeit the IT ticket history Event Audit indicated that the cc email was sent, but I understand Zendesk will not send emails between Zendesk accounts, but this is good, as we just need IT to process the ticket and for HR to be aware that the original request was made.

    One of these systems in Zendesk Support Professional, the other is Zendesk Support Enterprise.

    thanks, Mark

     

    1
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi all,
     
    As for this, like what Benjamin mentioned above. This is currently in the works and our team is still gathering additional information before adding this feature or option. 
     
    We'll be providing and sending an update and announcement once we have this implemented and added.
     
    Thank you and have a wonderful day ahead!
     
     
     
    Kind regards, 
    0
  • MAGDALENA BIALKOWSKA

    I'm voting for this functionality as well.

    We have received questions on such functionality from several clients already and we observe the increasing need for it.

    1
  • Whitney Dorsey

    Is there any update on this update to functionality?

    0
  • Anne Ronalter
    Zendesk Customer Care
    Hello Whitney,

    there are unfortunately no updates on when the implementation will be released.

     
    0
  • Kate Anderson

    Hi Team, 

    I can see there has been no update on this since November 2022, do we have an update on this functionality at all? 

    Thanks 

    1
  • Harrison

    We have Zendesk for IT and we added Zendesk for our HR department earlier this year. Due to privacy concerns we did what Zendesk recommended and setup HR on a separate tenant. However as is normal in all businesses, HR and IT are often copied together on tickets. 

    While a ticket is created in both tenants, cross communication does not work. If HR replies in their ticket and asks for input from IT we never see the response, Zendesk auto-blocks the email. It doesn't even show as a suspended ticket. I've talked to support about this but we really need the ability to collaborate like we would if IT and HR were shared mailboxes not tied to Zendesk.

    Our HR instance is up for renewal next year and we may evaluate alternative ticketing systems for HR if this is still an issue.

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Harrison,

    When your instance of Zendesk Support receives an email from an end-user that it identifies as another Zendesk account, it performs the following steps:

    • Creates a ticket from that email, or threads the reply back into their original ticket, using the sending email address of the requester.
    • Suppresses the triggers for automatic messages.

    This is the reason why the messages are not being received. In this case, I can suggest that you use side conversation instead as a way around this issue.

    Hope this helps. 

    0
  • Harrison

    Will a side conversation create a ticket in the IT instance? If so that is still an issue because it creates a new ticket in IT separate from the one the requestor submitted. None of the agents in the IT instance are agents in the HR instance (for obvious reasons) so I'm not sure how a side conversation would even work. And if the answer is to use those agents email in the side conversation again that's not useful because the HR agent can just add one of the IT agents email into the CC field.

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Harrison,

    Side conversation can also use Slack and Microsoft teams. If those are not something you can consider in your workflow, another option would be to use ticket sharing. You can share tickets from your Support account with other accounts by establishing sharing agreements. Ticket sharing allows you to assign tickets to affiliated accounts. Those accounts' agents can either provide information toward resolving the issue or solve the issue themselves. The ticket status and comments stay synced between the tickets in each account.

    Hope this helps.

    0
  • Tanya Cisco

    Any update on this feature?  We now have several corporate departments in Zendesk.  We need the end user to be able to submit a term ticket for example for one of our trucks and the ticket goes to two different departments instead of the end user having to submit 2 different tickets. 

    1
  • Sarah Lehmann

    Hello,

    has there been an update in the meantime?

    The topic has existed since the beginning of 2022 and now two years later there is still no news, although the team wanted to work on it?

    1
  • Christine Diego
    Zendesk Customer Care
    Hi Sarah,
     
    There is a feature request post about this, you can upvote the post and add you use case on the comment section. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 
    0

Please sign in to leave a comment.

Powered by Zendesk