Getting started with email - Part 1: How the email channel works

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10 Comments

  • Devin Henrickson

    Is it possible to set up an email that will not make a support ticket but a way to view my email? If not I think that would be a great suggestion. So agents can look at there work email and see important stuff.

    2
  • Dave Dyson
    Zendesk Community Manager

    Hi Devin,

    Zendesk isn't designed to be an email client, so that's not possible. Thanks for the input!

    0
  • Fábio Melo

    Hello,

    I have been looking all around and I can't find where to change a string from the email a user receives when registering (which I also got upon registering on this support platform). This is what I am trying to modify:


    "Create a password
    If you didn’t sign up to {something} using this email address, you can safely ignore this email."

     

    I found where to change the text above that, but not this one.

    Any help is appreciated

    0
  • Christine
    Zendesk Engineering
    Hi Fábio,

    These system-generated emails are among the earliest communications you'll have with a customer, and can be updated to better match your brand or organization's guidelines.
     
    You may refer to the following article for the step:
    0
  • Nikita Kadri

    Hi Team

    I would like to understand the effects of deleting a support address on Zendesk? or a forwarding address created to receive emails from customers? These email ID have been used for a few years but are now being sunset in the Organization as the associated process is obsolete. Will deleting them affect ticket reporting or access to old tickets  received on this ID?

    0
  • Gabriel
    Zendesk Customer Care
    Hello Nikita, 

    I hope all is well! Deleting an external email address connected to Zendesk as a support email does not have any implications regarding access or reporting on your past tickets. 

    I hope this addresses your question. 
    0
  • Alison Davies

    Is there an accessibility feature that allows you 'talk to text' in emails?  So no phone number, no SMS, just instead of typing the reply, speak your response, ZD converts to text and with some tweaks of course, can be sent

    Thanks!

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    HI Alison, this feature is currently not available in Zendesk. However, you can maybe use external sites (lots of free sites out there) that will convert voice to text and just copy and paste if you'll be constructing a long message.

    I also found one browser extension for Google Chrome that could potentially help though it looks like it is paid subscription - https://chrome.google.com/webstore/detail/voice-in-voice-typing/pjnefijmagpdjfhhkpljicbbpicelgko might be worth checking with their support team as well to try to test it with Zendesk. Thanks! 

    0
  • Carla Mitchell

    I have clients that insist on sending an email for Support and I want them to only go to Zendesk and open a ticket.  The reason for wanting the ticket is that i need specific fields answered for business reporting that an email just wont cover/convert.

    Is there a way I can stop new ticket creations?  

    I have modified the reply to request they open a ticket directly - however clients are still sending emails to open new tickets.

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  • Peter Hochstrasser

    Hi Carla Mitchell

    If you want to keep mail open as a channel for followups, you cannot outright forbid an initial ticket opening by mail.

    However, you can use triggers to send an answer like

    "We do no longer accept ticket openings by mail, please go to ... to open your ticket.
    We have closed your ticket.
    Thank you ..."

    Include links to make it easy, and close those tickets using triggers.
    I use a scheme where I set a certain tag which is sensed by a trigger which then closes the ticket. You can simply check if the ticket came by mail and is new.

    You can close the ticket using triggers only - set status closed.

    0

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