Ability to forward emails into an existing ticket

74 Comments

  • Micah Mount

    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

    2
  • Richard Hartley

    @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.

    2
  • Micah Mount

    @Richard,

     

    Oh--great, thanks for the clarification!

    0
  • Stéphanie CETTOU

    Hello,

     

    thank you very much for these answers!

    Unfortunately, this method doesn't really work for me, as I would only have the ticket #.

    It would not work on our process to run an API for every ticket. We would like to be proactive and if I ask an agent to run the macro to copy the internal ID, we will not always remember to do it. 

    The thing is that I don't want to follow exactly the flow to redirect an e-mail into a ticket.
    I would like to use an external web service, to add a notification into a specific ticket.

    Not sure if clear. However, indeed, the only information that I would have is the ticket number.

    Best,

    0
  • Lucas

    If you want to automatically display the Encoded ID without having to run a macro manually, you can use this method.

    Setup a new Ticket Field

    1. Create a new Ticket Field (Text) - note down the field ID
    2. Add the Ticket Field to your Ticket Form

    Create a HTTP Target

    1. Create a new HTTP Target (Settings > Extensions) with the following settings
    • URL: https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json
    • Method: PUT
    • Content type: JSON
    • Enable Basic Authentication (failing to do this will cause the target to fail)

    Create a trigger

    1. Create a new trigger that will run matching your required conditions
    2. Add an action: Notify Target 
    3. Enter the following JSON

    {
    "ticket":

    {
    "custom_fields": [{"id": INPUTFIELDIDHERE, "value":"[{{ticket.encoded_id}}]"}]
    }
    }

     

    Now each time your trigger conditions are met, the ticket will display the Encoded ID as per below.

    1
  • Alejandro Colon

    Nicole S. - Community Manager

    It looks like we have never received an official Zendesk response here. Can you help a brother out?

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Alejandro - 

    If there's no update from the product manager, that generally means that there isn't anything that we can share about this request. 

    -1
  • Alejandro Colon

    Nicole

    Can you share if it has been picked up?

    If it is planned?

    If we definitely won't see it in 2020?

    If we need to supply more use cases?

    If it needs more votes?

    Anything?

    --------------------------

    Update 2020-06-10: Stephen Belleau

    I tried to reply to your very nice comment. But, my response is awaiting approval and I am not sure it is going to make it since I was just served a CoC violation by the Zendesk Community Team. Hopefully, it will make it through to you soon but I am not sure if it will. 

    2
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Alejandro, 

    As stated in the Product Feedback Guidelines, we do not generally share ETAs in the community. I don't have information on whether or not the product team will be picking up the request or when it may or may not happen. That depends on many different factors that impact the roadmap planning process. 

    So long as the request is open, it may be considered at some point, and users are welcome to continue to vote and add use-cases. The number of votes and details shared in the comments do help product teams to prioritize requests based on need and impact. But there's no set in stone number of votes or timelines for when a given request will be considered. 

    0
  • Stephen Belleau

    Nicole S. - Community Manager

    I have observed Alejandro Colon investing so much time in the community over this past week, creating dozens of feature requests, sharing detailed use cases, and commenting on posts like this. He has even encouraged other users to not give up hope.

    We all understand that timelines can't be committed to, but is it out of the question to have Product at least acknowledge the request and say "This is not a priority for 2020" or "We see the need and are reviewing roadmap priorities to see if/when it can fit", or "Tell us more about how this is impacting you".

    More transparency and product acknowledgement would be great. Please keep Alejandro engaged! You have an incredibly invested power-user with a wealth of feedback to share, and I would hate to see him lose hope and see the feedback community as a black hole. 

    Alejandro Colon Also, I need to apologize. You've submitted several posts that resonate with our own use cases and I have yet to find the time to chime in and upvote. I see you, and appreciate your efforts to make this platform better for all.

    1
  • Alejandro Colon

    Stephen Belleau

    Thank you for your kind words and you have no need to be sorry. I really appreciate you going out of your way to post that.

    I completely understand that everyone is busy and not able to devote as much time as they would like to the community. I recently have had some free time and I have been lurking this community for years before I eventually had the time to participate in a meaningful way. 

    --------------------------

    I completely agree with what you are saying in regards to requesting some more transparency and acknowledgement from Zendesk concerning feature requests. 

    I personally do not think it is too much to ask that Zendesk acknowledge a request and say as you stated, "This is not a priority for 2020." Maybe even a little something along the lines of this is not something we are actively planning on NOT doing. I would take a "We have no reason why we would not implement this in the future." I have seen feature requests where Zendesk has responded that they are not going to implement a feature request and I would much rather have that response than no response from Zendesk. Obviously, only if it is true. Please do not lie. 

    ------------------------

    Seriously, though please do not feel obligated to upvote or chime in just because I posted something or asked for a vote. I really try and preface any post asking for support that people only support if they feel comfortable with it and it aligns with their use cases. Thankfully, it seems like that is what you are referring to and I am glad. 

    ------------------------

    I would also like to say that Nicole has been a major force in pushing this community in the right direction. Without her, people like me would not be this committed to the community. I know as a Community Team there is only so much you can do or even say in some cases.

    While I can only speak for myself, Stephen is absolutely correct I sincerely would like to make this platform and community better. I hope that it does not seem as I am simply saying that, I believe that my actions have been able to show that as well.

    -----------------------

    Last thing before I get off of my soapbox. 

    I shouldn't have to but I kind of feel obligated to say the following statement. 

    "I did not ask Stephen to say or post anything. As far as I know, I do not know Stephen outside of this community, and to my recollection, I am not quite sure we have spoken before. I have posted a lot so I cannot be absolutely sure we have not spoken before. But, I can say for sure I did not ask or pay anyone to post nice things about me."

    lol I just wanted to make sure that was clear. 

    1
  • Michel Schuurman

     

    To Nicole:

    It is a disgrace that ZenDesk in no way comes with a proper response to a feature request which is supported by lots of users and which was requested FIVE years ago. 

     

    1
  • Alejandro Colon

    Michel Schuurman

    ----------------------------

    Please do not take this response as an accusatory or inflammatory, I am simply speaking from my experience with trying to make some changes to the community, product, and moderation.

    I also do not want my response to indicate that you should not post at all. It is actually quite the opposite, we need more people like yourself in this community who have strong feelings about the product and are willing to share your feedback with Zendesk. 

    ---------------------------

    While I agree with your sentiment/frustration, I am not sure with the way your comment is worded that it will bring any meaningful resolution or attention to this feature request.

    ----------------------------

    I agree that it is frustrating that the Zendesk Team does not always give us insight into the status of feature requests. But, in their defense, they explicitly claim that they will not do so in the Product Feedback Guidelines

    That being said, I do believe that it is possible to change this overall Zendesk mandate by appealing to the Zendesk Team as users of their product. I have done so here. Feature Request: Public Zendesk Product Roadmap

    I would encourage you and all others that would like to see Zendesk change their policy on providing the status of feature requests and products to go there and show your support.  

    If you feel that my feature request does not adequately cover everything you would like them to change, feel free to create a Feature Request that does. I will be more than willing to show my support for it. 

    ----------------------------

    I say all of that to say, that you (and everyone else in this community) will be better off served by wording your responses in a way that is more in line with professional conduct. It is, as they say, "you get more bears with honey than with vinegar."

    The Community Team and the Product Team do read all of our posts. So, if I can make a suggestion, I would word your post in a way that shares your frustration and dissatisfaction but I suggest phrasing it in a way that is more clear as to the fact that it is your frustration that Zendesk is not meeting your personal opinion of what they should be doing. 

     

    3
  • John

    It's absurd that this isn't a standard feature of Zendesk. EVERY ticket system should have this.

     

    0

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