Change sender address when creating a NEW ticket on behalf of the requester

17 Comments

  • Jakob Forswall
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    We have the same need. In addition to this we want to be able to set this at any time. This is based on that we have several different support adresses covering different kind of support (e.g. order issues and technical issues) for different geographical regions, in order to auto-assign tickets registered via email to the right group.

    Example 1:

    An end-user creates a ticket from the help centre. Depending on what form the requester selects and the geographical belonging of the end-user organisation this ticket should be provided with a certain outgoing email address via a trigger.

    Example 2:

    A ticket for one area of support has been sent to the email adress of another area of support. The agent or group receiving the ticket should be able to change the outgoing email address for this ticket.

    We know this is possible to solve using different brands, but we still want to keep the benefits of remaining in the same brand.

    8
  • Maria Nørgaard
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    We are planning to use the multibrand feature soon and will thus set up four various brands, but as we cannot choose which email address an agent-created is sent from (we have several addresses under each brand), this has been put on hold until this is fixed.

    In March or April, I discussed this issue with the ZD employee Max in the comments section of an article, where he mentioned a 3-month time frame - but I now cannot find the article?

    6
  • Scott
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    It would be really nice to have the ability to tie an address to a group so that the address is updated when the group is updated. i.e. Customer sends something to support@, but it really was an accounting issue. When moved to the accounting group we should now be notifying them from accounting@domain instead of support@domain. I can see where some people might not want this, but we should be able to at least set this as part of a trigger. i.e. Trigger would have group x use email address x.

    We also need this when starting an email since the accounting group might need to send a new message to someone and it makes no sense for that to come from a support address.

    While I'm glad to see there has been an attempt at allowing us to control the email address (via app in labs), this attempt isn't usable in macros, etc, so it is essentially useless. We have a situation where our agents are creating a lot of tickets on behalf of end users and changing the from address via additional apps is not really a suitable workaround.

    8
  • Paul Middleton
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    We need this too. We're setting up Zendesk for our Customer Service and IT Helpdesk and using groups to do this. We want to be able to select and/or associate a different 'from' email addresses with each group when creating the ticket.

    4
  • Colin Piper
    Comment actions Permalink

    I posted a possible solution to this here: https://support.zendesk.com/hc/en-us/community/posts/203464558-Setting-the-default-reply-email-address-using-a-trigger

    Note that it is a little timing sensitive but in general I found it to work for me.

    2
  • Mauricio Sola
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    Hi,

    This is definitely a MUST HAVE feature.

    If a ticket is created from the Chat or Web Widget (offline chat form), and we want to send an acknowledge email, Zendesk will always use the default email address of the brand the chat widget is attached to.

    The "sender" email address must be something we can change via trigger depending on some conditions from the chat request content.

    This is definitely an important feature from the "branding" perspective, given we not only don't want to confuse the customer but also the Agent that is responding a customer request.

    I hope we can see this implemented some time soon!!!

    Thanks in advance.

    5
  • Comment actions Permalink

    We need this too. To have different email addresses per group!

    1
  • Jiri Fait
    Comment actions Permalink

    plus one

    1
  • Will Ryan
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    This to me seems like a pretty basic feature. Surprised it hasn't been implemented.

    1
  • Gaillen Tiernan
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    This is an old issue that has been resolved with the Marketplace add on by Zendesk Labs called "Select an Address" https://www.zendesk.com/apps/support/select-an-address/?source=app_directory

    0
  • Emmanuel Graj
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    This issue is only partially resolved by the app. It lacks finesse, can't be configured and is not consistent :

    - When I create a new ticket, the sender adress is my default one. (good)

    - When I open an existing ticket, the sender adress is the last I added on my list. (not good at all)

    5
  • Sheldon Grimm
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    +1 on Emmanuel's message.

    2
  • Maria Karenda
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    We would love an option to select a default email address per group instead of the brand. We have the app and triggers in place but our agents would prefer the sender email being correct without manually choosing it or saving the ticket with an internal note first. 

     

     

    9
  • Sheldon Grimm
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    Agree with Maria. Email addresses should have the option to be assigned to specific groups and not just brands. It's more common for companies to have multiple teams within one brand. 

    2
  • Randi E.
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    We need this too. Because of the GDPR rules and/or the sensitive information in their cases/workday, it is important for many of our departments that the tickets they make on behalf of the customer uses a spesific email address, and that none of the other groups in our solution is ever able to use ''their'' email address towards the wrong customer base. 

    We have tried the app, but due to the possibility of human error and the lack of configuration it is not enough for us to trust this app alone. We need a way to apply restrictions to our brands email addresses and a way to tell the solution that ‘’If the agent is in X-group, then use the X email address by default but give the agent the option to choose V email address instead. If the agent is in the Y-group, then only use the Y email address and never show the X, Z or V email address as an option’’. 

    This is a really big issue for us and is one of the reason that we in the IT department cannot recommend our buisness to launch the Zendesk Support solution for the entire organization. 

    2
  • Tobias Braun
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    We also need this feature.

    2
  • Frank Bengtsson
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    We need this essential feature too

    0

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