Ability to forward emails into an existing ticket

59 Comments

  • Heather R
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    We have a different use case for needing to forward emails into an existing ticket so I found a comment on a string somewhere (sorry, I can't recall where, but it is probably a moderator who posted it) - And ended up creating a macro to pull out the Encoded ID. Here's our steps:

    1. Run the macro (we made ours a private comment)

    2. The ticket will render the Encoded ID before even having to press submit. So we copy and past the ID from the comment

    3. Open the email you want to forward into the ticket and paste the WHOLE thing including the [] brackets into the SUBJECT of the email (anywhere in the subject) 

    4. Send to a working support email attributed to your zendesk account.

    Et voila! The comment shows! 

    NOTE:

    Depending how your instance is set up, your comment may end up as a private comment. Test it out!b To override this, use the #public command in the first line of the body of the email to make the content turn into a public comment.

    A note on the above test - test it as an agent and an end user. The results can vary based on settings your account has.

    I hope this is helpful! I wish it was more streamlined, this is the best solution we've found.

    10
  • Kate
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    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
  • Deirdre Beach
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    I am really disappointed that this isn't already a feature, it seems like a given requirement. It shouldn't matter if the email domain is being used as your Zendesk support. There needs to be a command that allows agents to easily forward email to existing tickets. Not having this is a major flaw in the system. It's causing a lot of frustration and wasted time for our agents.

    3
  • Michael Hoyte
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    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?

    3
  • Gregory Batty
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    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
  • Gregory Batty
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    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
  • Travis Wolf
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    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
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    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
  • Per Karseland
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    +1. Zendesk - please prioritze this request. It is a must have for us! When can we expect a solution?

    2
  • Tom Browning
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    A Gmail integration would not be useful for us.

    2
  • Nigel
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    Chiming back in here, I think all that is really needed is for each ticket to have a dedicated email address (which it already does) and if an agent (who has access to that ticket) forwards an email then it gets included as a normal forward. This approach would work for any email client and/or device and "shouldn't" be to hard as 95% of the work is already working in Zendesk.

    2
  • Heather R
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    Doesn't the above tip help you out at all? I realize it would be better if it was built in but this is not a bad way for us 

    https://support.zendesk.com/hc/en-us/community/posts/203191413/comments/115004650907 

    2
  • Davidb
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    Heather R's solution works for us. But this highlights Zendesk's stubborn resistance to giving this to users as an easy-to-use feature.

    If it is so easy to kludge a fix, can Zendesk not justify something similar, using the hundreds and thousands of dollars that we users collectively are paying. We pay for a good tool. Zendesk - when there is an easy fix - please give us this and justify our trust in you.

    2
  • Eric Thirolle
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    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
  • Amanda Bohl
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    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
  • Stephanie Bryne
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    I would like this ability too. I think there is a way to do it but it gets tricky. I've seen emails get attached to the wrong ticket vs. creating new ones. This is because in the subject line of the email being forwarded in there is "#1234". 

     

    Zendesk - Can we utilize this when trying to forward an email to an existing ticket?

    1
  • William Aaron Vasilakos
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    I as well, am looking for a way to use this functionality for our ticketing in zendesk also.

     

    Hey Dev's, got an ETA?

    1
  • Davidb
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    We too would find this very useful. At present all we can do is copy the text of the email received, add this to a new comment on the existing ticket and prefix lines with "> ". Though this does the minimum required of adding the note to the ticket, it is time-consuming, error-prone and looks amateur to the customer.

    I know Zendesk must have many competing enhancement requests, but this is one which would benefit many people and surely must be easy.

    1
  • Scott Lumme
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    I want this ability too.  We use to use Fogbugz and we would just put the ticket ID number in the subject line.  It would go directly to the ticket.  I've tested with zendesk using the modified email address support+id{ticket.id}@domain.zendesk.com and have had mixed results.  It worked once but on newly created ticket it wouldn't work.  Plus it's more of pain and less user friendly to have to modify the email.  

    Something like 

    Subject: FWD: blah blah  #4442

     

    Then zendesk would see # and read number after it, then forward it to the existing ticket.  Then this feature could be enabled or disabled in the administrator settings if they didn't like it.

    1
  • Tony Lenox
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    My organization has a need for this capability as well.  In fact, the lack of this is causing more problems for us than the suggested danger of 'cross talk' that may occur (other community thread; re danger of subject line with numbers causing link to wrong ticket).  I echo the comments made by others in this thread and other/related Zendesk community threads where users have requested the need for this capability.  Other systems allow this, and rather easily avoid the 'cross talk' problem the Zendesk has pointed out.

    To those of us who have used (several) other ticketing systems which successfully accommodate this functionality, this feels a lot like Zendesk telling their user community that they know what we need better than we do...   c'mon guys.

    1
  • Deirdre Beach
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    We are able to make this "fix" work, but the fact that the email being forwarded is held in "suspended" tickets until myself or one of my team leaders moves it forward limits it's usefulness. The agent is normally forwarding the email so that they can respond to the end-user via the zendesk ticket. They can't forward the email, wait until someone checks and forwards Suspended tickets, then respond.

    1
  • Eric Thirolle
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    +1 for this feature.

    Seems like a big oversight that this is not already a feature of ZD, and that this thread as been open for two years asking for this (apparently simple) enhancement.

    Thanks,

    Eric

    1
  • Michel Schuurman
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    In our company we also need this badly. 

    Can ZenDesk please give us more info on how to achieve this?

    1
  • michelle swenson
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    @Heather R: thank you very much for that macro!

    i was looking for such a feature in ZD, found this support thread, scrolled to your post, setup the macro, tested and failed a few times (because of a typo oops!) but then once i fixed the typo it worked BEAUTIFULLY!

    who cares if this isn't entirely baked into ZD? setup the macro, share with your team and get on with it already. couldn't be any easier. thanks again!

    1
  • Jeremy Donahue
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    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?

    1
  • Johan Orstadius
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    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
  • Darryl Rains
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    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
  • Vinod Poduval
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    https://support.zendesk.com/hc/en-us/profiles/995036246-Heather-R this solution is working for us

    1
  • Micah Mount
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    Hi @Heather R

    Thank you for sharing your workaround--very helpful!

    1
  • Richard Hartley
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    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

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