Assign ticket to agent in To: or Cc: field of email

7 Comments

  • Andrew J
    Community Moderator

    You could create an agent specific zendesk email for your agents to use.

    I have one (andrewtask@ourdomain.zendesk.com) and this trigger the ticket created to auto-assign to me (it also creates this as a task which is tagged to NOT email updates to the requester)

    Not practical if you have 50 agents I guess :)

    0
  • Aron Trimble

    We are providing internal IT support so the end-users are our colleagues on "the business side" so they are used to just emailing agents directly. Honestly, I'm just grateful they're even including our support email address at all.

    0
  • Najira G

    I'm a bit amazed that the TO field assign option is not there, whilst Zendesk has some handy stuff, this was something really handy to have (in Freshdesk) since our clients email our techs directly than to a support address. 

    0
  • Thiago Passos

    I'd love to see that as well. In my company, we use emails for tasks and we want to replace this process by using Zendesk, but we still want to be able to create the tasks by sending an email to internal@xxx.zendesk.com and auto assign the person who is going to action the task. 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Thiago! Welcome to the Community!

    You can actually accomplish this by using Agent Forwarding and adding the assignee (as well as other ticket attributes) using our Mail API. It's a bit of a different process, but the end result is the same.

    Don't forget to head over to The Lounge to introduce yourself in our Welcome Thread and check out our Community Guidelines!

    1
  • Thiago Passos

    That's awesome.. Pretty happy with this feature. Thank you, Jessie.

    I just went to The Lounge and introduced myself, also read the guidelines.

    0
  • Jessie Schutz
    Zendesk team member

    Glad go hear it's working for you!

    0

Please sign in to leave a comment.

Powered by Zendesk