Setting up Zendesk if you have multiple email accounts (general and rep specific)

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5 Comments

  • Jessie Schutz
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    Hi Aron!

    I recommend against the work flow that you described. It would flood your Zendesk with all of your employees' messages and just generally create a gigantic mess.

    The best practice in this situation would be to enable Agent Forwarding, which will allow your agents to forward emails from their own accounts into Zendesk to create a ticket. This feature is built so that when this is done, the ticket is created with the original sender as the requester of the ticket.

    So rather than having all of your employees emails get sent into your Zendesk and then have to sort through them, your employees can forward those emails into Zendesk as they arrive on an as-needed basis.

    Please let me know if you have any other questions!

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  • Diane Albert
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    Ditto this!  We use agent forwarding and it works well.  I have some agents who just can't help changing something up in the email at times and then I'll occasionally get an internal note ticket with that customer's issue.

    If that happens, I simply change out to the customer's email and say "so n so forwarded your email to support so we could help you".  I can usually tell by the additional notes whether I'm responding back to the customer or back to the rep.

    The only feedback I can provide on this is if you are working with some metrics or bonus system where your agents are rewarded for feedback, do everything you can to let your customer know they've been rerouted and the person they emailed may not be the person answering their question.

    I get these great feedback comments for our Light Agents, who've had NOTHING to do with the actual solving of the ticket...their big claim to fame was forwarding it to support.  :)

    Diane

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  • Aron Schor
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    Thanks for your help Diane and Jessie.  Can we automate based on domain the email is sent from?  We deal with distributors who frequently contact us.  Like any email that comes from *@mainstreetcompany.com gets forwarded from my Outlook to Zendesk but I use discretion if its *@topaccounts.com?  Is that possible?

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  • Jessie Schutz
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    Hey Aron!

    That's actually something you'd need to set up in your email client; Zendesk doesn't have any control over your email settings.

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  • Aron Schor
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    Thanks Jessie, I'll have to talk to IT to get this setup.

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