Which support address are email replies sent from?

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20 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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  • Administrator
    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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  • Administrator
    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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  • Kay
    Community Moderator

    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 Kay, 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. 
    0
  • Charlie Hackett

    I've been trying to set & reset a zendesk password for almost 6 weeks and need HELP! I freelance with a company that recently switched to zendesk. They assigned me a new email address (myname@theircompany.com) I'm supposed to be able to communicate with their clients and they with me on their website (via zendesk, I assume.)

    Work orders and communication are then supposed to be forwarded to my gmail account. (THAT’s the address I used to register here to post.) The orders come to my gmail account just fine, but any communication (to be done ONLY from their website) from me to the clients or them to me is not being forwarded to my gmail address.

    When I try to reset my password, I‘ve been told to put in myname@theircompany.com as the email address, and a reset link is supposed to be sent there. But since I have no access to that email account, (as it’s only on their site as a forwarding address) I don’t get those reset links. The company sends reset links as well, but my point to them is… since I have NO ACCESS and forwarding doesn’t seem to be working, I am not getting them!

    They have my correct gmail address. I get things from them all the time. Nothing from zendesk is being blocked or moved to my spam folder. AND communication I receive from them THROUGH zendesk i.e. “support@theircompany.zendesk.com” comes through without a problem. The company says, “It’s simple!” It’s not. I’m no troglodyte, and actually computer savvy, but I’ll be damned if I can figure this out. Any help would be GREATLY appreciated!

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  • Dane
    Zendesk Engineering
    @Charlie,
     
    For account specific concern, we always recommend to contact us through Messaging. To completely help you out, I'll create a ticket for you. Please wait for my update via email and let's continue from there.
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  • Andrea Rodriguez (CD Baby)

    We are multibrand and within those brands, we have multiple email addresses. We use the "select an address" app and are available.

    The problem that has been brought to my attention recently is the following:

    Brand A: support@branda.com (also owns the ZD instance), Brand B: brandb@brandb.com

    An agent from Brand B creates a new ticket for a client. 

    The client receives the ticket and sees Brand A as the from the name as well as the email address "support@branda.com". 

    Is this a feature that I have neglected to select? Or are we expected to flip the "from address" on every single new ticket? Is there a way to set a default email per Brand or even per group? Right now we have 2 teams within Brand A that do that manually and it's quite cumbersome. I just didn't expect to have to do that per Brand. 

    Thanks!

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  • Dave Dyson
    Zendesk Community Manager
    Hi Andrea,
     
    I think you'll need to follow the instructions in the Using the email template with multiple brands to remove references to "Brand A"  from your email template (looks like you've commented there as well).
     
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  • Christine - App Support

    Hey! I have added the Address app and set default mail addresses for every group. It works great and when I reply to my test tickets the reply comes from my new group default, however the first auto reply is still sent to the customer from our main default address. Does that have something to with the trigger? How can I change that as well? 
    Thanks!

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  • Blanca
    Zendesk Customer Care
    Hi there! By design, it will really choose the default e-mail.  But you have the option to disable this and here's an easy recipe on how to prevent using default e-mail address with select an address app.

    Let me know how did it go.
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  • Christine - App Support

    Hej Bianca,

    Thank you for your answer but that doesn't work for me unfortunately. We are sending auto replies to customers before any agent ever sees the tickets. These replies are sent by a trigger. Can I change the default address per group for triggered auto replies is my question :-)

    /Christine

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  • Andrea Rodriguez (CD Baby)

    Hi Christine, 

    I spoke with a ZD expert regarding a similar issue (we're multi-brand and the "wrong" default email address was showing up on the incorrect brand) and she mentioned that there is a way to have a default email for each group. I haven't tried it because, for us, this is a future state but it all lies within the Select an email address app settings. I think you'll want to play around with the settings  "Default email address for groups" and "Email addresses by group".  You'll need each group ID for those. Sorry I couldn't get you additional details since I haven't tried it yet. 

     

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