Ability to forward emails into an existing ticket

65 Comments

  • Richard Hartley
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    @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

     

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  • Allison Ramsey-Henry
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    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? 

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  • Micah Mount
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    Hi @Stephanie CETTOU,

     

    Maybe this has been discussed above already, so apologies if this is a duplicate post.

     

    I found it helpful to create a macro that adds an internal note to the ticket. It just prints a note with the info we want, which is the "ticket.encoded_id".

    Here's what my macro looks like:

     

     

    Once the internal note is added I grab the encoded Id and pop it into the subject line of the email I want to add (double check, but I think maybe the encoded Id has to be the only thing in the subject? I don't remember for sure off the top of my head), and send it off to our default Zendesk email address. Viola! it's included in the ticket. 

    You can also use hashtags in the message to make it a private note, etc. More on that here. e.g. if you want to forward a message and make it a comment, but not notify the customer use #public false and it'll make private note.

     

    Hope you find this helpful! I've found it to be a decent, if slightly tedious workaround!

     

    Best,

    Micah

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  • Richard Hartley
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    @Micah - the encoded ID can be appended to the subject.  That's how we use it.  We have more or less abandoned side-conversations in favour of this method.

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  • Pavel Karkarin
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    I use zendesk domain as support email address, so if I send an email to support+id{ticket.id}@domain.zendesk.com, then the email comes as suspended ticket. It can be recovered, in which case the comment will be added to {ticket.id}. This is the best that I could find so far. 

    The other option is to rummage through tons of email trying to find email address with ticket token in it aka support+id{ticket token}@domain.zendesk.com which allows to send updates to your ticket without mandatory suspension. 

    The only trick is to be careful forwarding data from one ticket thread into another ticket email :) as it is likely to update previous ticket.

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  • Tom Browning
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    We also really need this feature. In other solutions (Freshdesk, for example) it's trivially easy to send an email to an existing ticket.

    I can understand not wanting to allow spam in; however could you not just allow a domain to be whitelisted? Or cross reference the email address with the list of end-users and agents with sufficient permissions to update the ticket?

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  • Pavel Karkarin
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    I would be even okay to use ticket token but there seems to be no way to get ticket token in ticket view. I can only get it from reply-to email sent by Zendesk. 

     

    It would be useful to see it somewhere in ticket view... Zendesk guys, is it possible?

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  • Christina
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    +1 on this request for us as well.

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  • Sean Casey
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    I read all forums on this subject and I too would like this feature enabled. Please add it!

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  • GIRAUD Alexandre
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    Hi,

    Actually testing the product, and this is a must have feature who is missing, and I still wonder if i will extend trial for my company without this feature.

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  • John Bowles
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    This functionality needs to be added to the next Zendesk release. Too many times I have customers send me email to my personal email account and goes undocumented in the case notes unless I copy and paste the email into the notes manually.  

    Thanks Zendesk Team!

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  • Christopher Fogarty
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    +1, also need this functionality.

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  • DanLauer
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    +1 How can this not be a feature? Clients routinely email outside of the ticket thread and we need to post those emails and their attachments to the ticket. It's astonishing that there is no existing way to do this.

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  • Şule Erözer
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    +1, also need this functionality.It will be so useful.

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  • Chris Swinney
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    +1 I have asked too for this functionality via support, but failed to get a positive outcome.

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  • Ian Christopher de Jesus
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    Hi Everyone,

    We're currently investigating if we would be able to create this functionality in Gmail. I will keep everyone updated as we progress on this.

    Thanks!

    Ian

    PM - Integrations

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  • GIRAUD Alexandre
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    HI,

    I'm not sure that Zendesk agents need an integrated solution and especially with a single provider like gmail. In this case, could be more interesting to have an Outlook Add-On as many of us use it.

    BTW for my point of view, just to have a possibility to forward email with a specific tag inside mail body (or subject) for match target case number; will permit to inject last mail in the case and so go on tracking.

    Don't hesitate if need further information, and feel free others customers who wait this features (since 2y now) to complete my idea or saying if not shared.

    Alex

     

     

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  • Heather Rommel
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    @ 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

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  • Adam Petersson
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    @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:

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  • Ricky Davis
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    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.

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

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  • Ryan
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    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 

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  • Heather Rommel
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    @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 }}]

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  • Heather Rommel
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    Awesome, Vinod!

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

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  • Greg Moore
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    This would be a fabulous feature!

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  • Justin Prevatte
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    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.

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  • Adam Fronteras
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    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

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  • Justin Prevatte
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    @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?

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  • Adam Fronteras
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    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

     

     

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