Ability to forward emails into an existing ticket

65 Comments

  • Michael Hoyte
    Comment actions Permalink

    This is also a problem for us, I have setup the macro which works but it is wasting agents time having to run the macro in Zendesk, copy the code, delete the code in Zendesk then paste it into the email. Surely there is an easier, less time consuming way?

    4
  • Heather Rommel
    Comment actions Permalink

    @ Jeremy - sorry I'm just seeing your comment and I bet you already solved it....

    I have used the macro as shown above, but it won't leave a private comment. It's always public. What do I have to change for it to come out private?

    I would imagine you have to add or update "set comment mode" to Private

    Does that work for you? If not, definitely email support at support@zendesk.com

    0
  • Adam Petersson
    Comment actions Permalink

    @Heather R I tried your tip but when executing the scneario/macro I just get the brackets with no ID in between. Do you have any idea why? Please see images below. It's in Swedish but the important part is the formating of the macro I guess and that's exactly like you wrote it.

    Macro: 

    Result:

    0
  • Gregory Batty
    Comment actions Permalink

    I wanted to bump this thread. The macro worked for me at first, but now I am having the same issue as was reported by Jeremy. Nothing has changed within my macro, and "Comment Mode" is set to "Private".

    Also, I second Michael Hoyt's comment. It would be nice to have this as a built-in feature.

    3
  • Johan Orstadius
    Comment actions Permalink

    I've used the ticket token for almost a year to forward tickets into "existing" tickets. This JUST stopped working for me and I now notice a new ticket is created even though I am using the ticket_encoded id in the response. Nothing has changed on my side so apparently Zendesk has done something.

     

    What's going on? This is really bad for our current workflow.

     

    Johan

    1
  • Eric Thirolle
    Comment actions Permalink

    I just want to reiterate that the lack of this feature is a big miss by ZenDesk. MANY customer of ZenDesk will find this to be a very useful feature.

    For a point of reference/comparison, Cisco TAC's case management system has two email addresses to which you can forward an email: one for internal case notes, the other for public (customer-viewable) case notes. All you had to do was:

    • make sure the subject line included the TAC case number
    • forward the email to the appropriate email address (depending on whether you wanted to attach the email as internal or public note)

    This feature is VERY well-used in TAC for easily adding emails into the case notes. It also allowed us to add WebEx invites to the case notes very easily (by simply including the attach email address to the list of attendees).

     

    2
  • Ricky Davis
    Comment actions Permalink

    Johan,

     

    I am sending you an email at this time to look into the behavior you're experiencing! Please, be on the lookout for my email.

    0
  • Johan Orstadius
    Comment actions Permalink

    Awesome Ricky, thanks for looking into this - we LOVE this feature. And it seems more people feel the same :)

    0
  • Gregory Batty
    Comment actions Permalink

    Update:

     

    I found a setting that I believe was causing the issue (update via email going public).

    This is in Admin > Settings > Tickets > Settings > Comments > "Agent comments via email are public by default".

    Hope this helps!

    3
  • Darryl Rains
    Comment actions Permalink

    We are currently evaluating ticketing sustems to replace our existing Sharepoint solution. I can honestly say that if we cant forward email to a specific ticket; Zendesk isnt an option.

    1
  • Ryan
    Comment actions Permalink

    This is a bit of a workaround that will only work for agents, but for some it is an easy way to forward emails into tickets or even just create quick response emails to make different types of NEW tickets.

    So as an example I would forward an email to create a new ticket assigned to myself by forwarding the email and adding the following to the body:

    #type question
    #priority normal
    #tags helpdesk
     
    I can then locate that ticket in my queue and merge it with the existing ticket. May help a bit for some!
     

    https://support.zendesk.com/hc/en-us/articles/203691006-Using-the-Mail-API-to-update-ticket-properties-from-your-inbox 

    0
  • Heather Rommel
    Comment actions Permalink

    @Adam Peterson,
    I cant seem to zoom in on your screenshot but perhaps your brackets need to be fixed. It has to be exactly [{{ and }}]

    0
  • Vinod Poduval
    Comment actions Permalink

    https://support.zendesk.com/hc/en-us/profiles/995036246-Heather-R this solution is working for us

    1
  • Heather Rommel
    Comment actions Permalink

    Awesome, Vinod!

    0
  • Micah Mount
    Comment actions Permalink

    Hi @Heather R

    Thank you for sharing your workaround--very helpful!

    1
  • Kate
    Comment actions Permalink

    We are trying to forward attachments to the zendesk ticket which have come through to our personal email so we can reply to the customer via zendesk. 

    Will try Heathers work around. We are also new customers and wouldn't have bother with zendesk if we'd known this function wasn't available before signing up

    4
  • Travis Wolf
    Comment actions Permalink

    Mind-boggling that this isn't out-of-the-box functionality in Zendesk.  In Salesforce it's as simple as pasting the ticket ID# anywhere in the new email chain before you reply (or forward it). That instantly merges the new email chain with the existing ticket / email chain. 

    3
  • Brian Hensley
    Comment actions Permalink

    This still doesn't exist?  I have never used a ticketing system that DOESN'T have this feature.  Odd, considering ZenDesk is one of the leaders in the space.  

     

    What I usually see is anything with a #ticketnumber in the subject auto attaches.

    3
  • Richard Hartley
    Comment actions Permalink

    Can I just add that this is something we - as brand new users - would love to see added.  We thought it did it...until just now.

    1
  • Parag Baxi
    Comment actions Permalink

    How do I add an email to an existing Zendesk support ticket?

    0
  • Amanda Bohl
    Comment actions Permalink

    Is there any current updates for this ticket?  Has ZenDesk added this functionality?  This is a huge deficit if not, I'm coming from using Axosoft as a product and that had a really nice feature to be able to match emails to existing tickets by using the ticket # in the subject line.

    I'm hoping someone can tell me this has been resolved and what the solution is in ZenDesk?

     

    Thanks.

    2
  • Richard Hartley
    Comment actions Permalink

    @Amanda Bohl - no new functionality, as far as I can tell. It has to be on Zendesk's priority list by now.

    The macro workaround higher up this thread is what we are using.  Just be careful to check the setting highlighted by Gregory Batty here -

    https://support.zendesk.com/hc/en-us/community/posts/203191413/comments/360001516067

     

    1
  • Allison Ramsey-Henry
    Comment actions Permalink

    We use a trigger to send out an automatic email notifying requesters that we got their ticket and providing the number. Some of these tickets come from third parties or other ticketing systems. Do you think we could also include the ticket encoded ID to make it easy for them to respond and have it update? 

    1
  • Greg Moore
    Comment actions Permalink

    This would be a fabulous feature!

    0
  • Justin Prevatte
    Comment actions Permalink

    Zapier is an additional app to manage that comes at an additional cost (for Zendesk integration). It works to do just this.

    After reading this thread I figured that was the only feasible way to go. I set up a two-step zap (about 10 minutes) that:

    1. Takes an incoming email
    2. Finds the related Zendesk ticket by matching the email subject to the ticket number.
    3. Adds the email body as a comment.
    4. Adds any attachments as attachments to the same comment.

    In addition to sending one-off emails as ticket updates, I can now create zaps to have my other apps (ASANA, Trello, Clickup, etc.) trigger emails to the same address to update tickets from them all.

    0
  • Adam Fronteras
    Comment actions Permalink

    Hi Justin Can you give a bit more explanation, the subject lines from customers the same subject title  thanks This is a problem we have been trying to sort out for ever

    thanks 

    Adam

    0
  • Justin Prevatte
    Comment actions Permalink

    @Adam Fronteras, here's a more detailed breakdown of what happens...

    I have or create an email that I want to be added to a Zendesk ticket.

    I make the email subject the ticket # (like 3103).

    I send an email to a special address that Zapier provides.

    Zapier receives the email.

    Zapier extracts email subject text and looks for a Zendesk ticket with the same number.

    When Zapier finds a matching Zendesk ticket, it creates a new comment in the ticket.

    Zapier then adds the email body text to the new comment and adds any email attachments to the new comment.

    All done. New comment complete.

    Does that help?

    0
  • Adam Fronteras
    Comment actions Permalink

    The problem we have is our customers do not want to see the Zendesk ticket number in the comments (unless it is right down the bottom) as we have to use their systems ticket number

     

     

    0
  • Justin Prevatte
    Comment actions Permalink

    @Adam Fronteras

    The ticket number doesn't get written to the comment. Just the email body.

    0
  • Stéphanie CETTOU
    Comment actions Permalink

    Hello,

    I found this post of 4 years ago. But from my understanding, the only solution would be to run a macro ticket by ticket and copy-paste the ID provided, right ?

    This unfortunately would not work for me, as I would like to receive a notification email from am other system, based in the ticket #.

    Is a similar solution available now ?

    Otherwise, is there a Web API that would permit a similar behaviour ?

    Thank you very much

    0

Please sign in to leave a comment.

Powered by Zendesk