Agent forwarding - assign the ticket automatically to the agent who fw the ticket

8 Comments

  • McCabe Tonna
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    Adar,

    Zendesk by default will assign to the agent who forwarded the ticket and scan the email for the appropriate requestor, rather than the agent. 

    It's pretty impressive IMO.

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  • Adar Earon
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    Hi 

    Thanks  McCabe   for your answer. 

    when I forward an email to my Zendesk ,it does recognize the right requester , but the ticket left unassigned. 

     

     

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  • McCabe Tonna
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    Adar,

    This may explain it better:

    https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address

     

     

     

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  • Adar Earon
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    Thanks , we already using this function . this article does not explain how to automatically assigned the agent who forwarded the email to the ticket.

    I was wondering if there is a way to do it , which is not by using Email Api

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  • Joe Kramer
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    Hey there Adar! 

    I've been looking into this and have come up with one solution that will allow forwarded tickets to become assigned to the forwarding agent automatically. I'm not sure how ideal it will be for your workflow, but I'll explain how it works. Basically, it involves creating a support address for each agent as well as a separate trigger for each agent as well.

    The support address for each agent could be anything really, but it might be easiest to use something like agentname@subdomain.zendesk.com. Then you would instruct each agent to only forward emails to the support address that corresponds to their own name. 

    For each agent, you would then create a trigger that will be used for routing the forwarded emails. Each trigger (one for each support address) would require the following conditions (under "meets all"):

    Then each trigger would perform an action which assigns the ticket to the agent which corresponds with the appropriate support address. 

    It's obvious that this solution won't scale well, so if you have a very large account with many agents, continuing to use the mail API will likely be your best solution.

    I hope this helps! If you have any further questions, please feel free to let me know! 

    Cheers, 

    Joe

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  • Adar Earon
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    Hi Joe - Thanks ., I am appreciate your help . I think this will work for the triage team at least.  

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  • Jami Caruso
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    Hi there,

    We're running into an issue which does not seem to have been previously addressed. We use many aliases of our support address for the purpose of proper routing, tagging, etc. For instance, vip@uship.com is an alias of support@uship.com. Sometimes, our VIP accounts will email our VIP agents directly. We have a VIP group in Zendesk, and routing/triggers set up based on emails being received at vip@uship.com. If an end user sends an email straight to vip@uship.com, all is well. However, if an agent forwards an email from an end user to vip@uship.com, Zendesk seems to ignore that and treat the ticket like it was sent to our main support address, thereby ignoring all rules we've set.

    Why would this happen? How do we get these tickets sent into ZD via the proper channel?

    Thank you!

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  • Justin Smith
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    Hey Jami!

    This does sound like a strange situation, so I'd like to do some further investigation into your ticket workflow.  I'll be creating a ticket to address this issue so you should see that coming through to your email shortly.  :)

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