Which support address are email replies sent from?

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12 Comments

  • Andrew Paterson

    Hi Brandon, would you be able to provide more guidance on how to do this specifically for changing the support address on a specific ticket please? Based on your post above regarding Notifying External Targets please?

    Thanks in advance,

    Andrew

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey @...

    What you could do is setup a trigger that looks for a specific tag, for example "email_a"
    Then, by way of a custom field, you could add that tag to a ticket, such as a checkbox.

    That way, when a support agent clicks the checkbox, the tag email_a is added to the ticket and the appropriate trigger fires.  Don't forget to nullify your other triggers against this so your end-user doesn't get double-notified.  

    Alternatively, you could use the Select An Address app.  Hope this helps!

    Brandon

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  • Andrew Paterson

    Thanks @... really appreciate your quick response. However I was wondering if you could help with setting up the the external target, in this case a URL target, and specifically the syntax for URL itself and the Attribute Name to do this as I can't get it to change the recipient value. I need the support address to change immediately on creation of the ticket (so before an agent even sees it) so that the automated response to the end-user goes from the correct address. Thanks again!

    Andrew

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey @... -

    Since external targets are run off of Triggers, which are executed on Ticket submission, I'm not sure that it's possible to have this update in the system UI.  That said, if you move your Trigger further up in your Trigger list, you should be able to have it run ahead of the notification being sent.  It's possible one of the other moderators might be able to assist more with this.  

    Here's information regarding the Support Addresses API: https://developer.zendesk.com/rest_api/docs/support/support_addresses

    Hope this points you in the right direction!

    Brandon

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  • Harver Admin

    Hey Andrew, 

    This is possible technically, but it won’t always work.
    9/10 times the time for the target to finish takes longer than the execution of later triggers.

    This is how a target and a trigger like that should look like.

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  • Andrew Paterson

    Thank you @... and @.... I have got it working but you are right in that the subsequent triggers run before the target executes! It does help me in some use cases though. Thanks again for your help, much appreciated.

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  • Kai

    Hi Andrew,

    Here is a solution that will always work:

    • In addition to what Kay described above, we will add a second "Notify target" action to add  a tag to the ticket. We use a target to add a tag instead of "Add tags" action so that tag addition does not happen before the recipient is updated.
    • We can modify the ticket creation notification trigger to run on ticket update because we are adding the tag which is updating the ticket. This trigger will check for the tag added in the previous step. We will remove the tag after the email is sent so that subsequent updates to the ticket does not trigger this email.

    Below screenshot shows the target and trigger configuration in addition to what Kay described above.

     

    Hope this helps.

    Cheers,

    Korak

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  • Patrick

    With your work around @..., would we be in danger of hitting the API Update Ticket rate limit? We don't usually get more then maybe 10 tickets in a hour, but during holiday surges we have repeatedly hit ~30 per minute for a multiple hours as people rush to contact us last minute.

    Unfortunately, those tickets are mostly generated via one of the Received At addresses I want to use your work around with.

    From my limited understanding of how the API works, the Rate Limit for ticket updates is 100 per minute per account, or 30 per 10 mins per user. Do you know which limit would apply for your workaround? I assume it is the Account based limit, but I wanted to see if you had any idea.

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  • Dave Dyson
    Zendesk Community Manager

    As a reminder, using a target to update the same ticket that a trigger is already operating on is not supported by Zendesk. It can work, some or most of the time, but there is always a chance that the operation will fail: Can I use a trigger and a target to update tickets?

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  • Patrick

    @..., I am aware. Unfortunately, a lot of common sense features aren't supported by Zendesk. In this case, Zendesk gives me no other option to automatically change the sending address of a ticket after it is created. This workaround is the only way to do that to my knowledge that doesn't require us to pay extra money for an app.

    Forwarding into a support address is not an option for this channel, so tickets must be automatically created by an {{email}}@{{company}}.zendesk.com address. Except we don't want end users to SEE that address when we respond to them. We don't want end users generating tickets directly off that channel.

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  • Edwin Schukking

    Given the solution from Harver Admin, would the webhook look like below?

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  • Josh
    Zendesk Customer Care
    Hi Edwin!
     
    Thank you for messaging us. Yes, this is what a webhook looks like. You can also follow this ARTICLE on how to create one. 
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