Ability to forward emails into an existing ticket

74 Comments

  • Parag Baxi

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

    0
  • Greg Moore

    This would be a fabulous feature!

    0
  • Justin Prevatte

    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

    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

    @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

    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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  • Justin Prevatte

    @Adam Fronteras

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

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  • Stéphanie CETTOU

    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
  • Micah Mount

    @Richard,

     

    Oh--great, thanks for the clarification!

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  • 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
  • Alejandro Colon

    Nicole S.

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

    0
  • Nicole S.
    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. 

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  • John

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

     

    0
  • Nicole S.
    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

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