In the document Getting Started with email in Zendesk, we get a quick overview of how to work with multiple emails to improve work flow.
We implemented this solution in our help desk, and streamed everything in different views, with each view separated by agent group. This allows for an improved work flow, easier tracking, and drilled-down reporting.
Here's a quick review of two ways you can work with multiple email addresses in Zendesk.
Using variations of your Zendesk address
While your default support email address is firstname.lastname@example.org, the 'support' part of the address can be anything. For example, the following addresses are all equivalent:
You can have an unlimited number of email addresses within your Zendesk domain.
By using different email addresses for different situations, you can manage and track your tickets based on the email address at which the support request was received. For example, if your end-users send email to email@example.com, you can create a trigger to route tickets received at that address directly to the Sales team.
Note: This also means that variations are also supported. For example, if an end-user misspelled your support email address (for example, firstname.lastname@example.org) the email is also accepted and a ticket created.
Forwarding email to Zendesk from external email addresses
Accepting support requests via external email addresses is also supported. If you already have, or want to support, external email addresses, you can forward email received at those addresses to equivalent addresses in your Zendesk domain. For example, you might set up email addresses for your company's domain that map to your Zendesk domain.
Once you have set up your forwarders, you can set up your views. To do this go to Settings > Manage > Views and create a new view.
Let's take as an example email@example.com
We can create a new view and call it "Unassigned Billing Tickets"
For all unassigned tickets, all billing emails are already set to go to firstname.lastname@example.org - so this particular view will include Ticket: Received at email@example.com as a condition.
Making the view available to a group of agents
The neat thing about Zendesk is that you can make sure only a certain group of agents see certain views. If all agents see ALL views, it can definitely be overwhelming.
When creating the view, scroll down to the bottom of the page and under Available for select the specific agent group.
At this point in time, there is a maximum of 15 views shown on the left-hand menu. By dividing views into agent groups, you reduce the number of total views for agents, making sure that they can focus only on tasks meant for them.
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