Notify group of new tickets - Reply All behavior

3 Comments

  • Jessie Schutz
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    Hi William!

    This is kind of a tricky situation...I'm not sure there's anything in Zendesk that's going to fix this for you.

    Can you give some more details about why agents are responding to these emails, and why they're selecting "reply-all"? I'm hoping that if I understand your workflow and use case I'll be able to help you find a solution!

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  • William Bray
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    Hi Jessie,

    It's more of a habit issue than anything - our employees always reply-all to emails, and some agents prefer to work tickets from their email rather than directly in ZenDesk.  I was able to find a workaround by changing the "email group" action to a separate "email user" action for each agent.  It's messy but it stopped the replies-all from turning into a ticket CC.  I was just hoping for a "better" solution.  I'm still digging around myself as I learn the capabilities of ZenDesk!

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  • Jessie Schutz
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    Hey William!

    I'm glad you were able to find something that gets the job done. As far as other solutions go, I'm afraid that this is an agent-training situation. The easiest would be to require your agents to work in the Zendesk interface, but that's up to you, of course. :)

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