Forward an entire ticket to an outside email #2

8 Comments

  • Andrew J
    Community Moderator

    Hello Yossi,

    The trigger/target system works nicely if the people you are referring to are limited and able to be pre-setup - We just use a macro for agents to apply.

    I've imagined a possibility to improve this using dynamic content and a 'forward to' field, but we haven't the need for this ourselves so I haven't got around to working on it.

    The concept is to add a custom feild, reference this in a DC, use the DC in an http target.  Probably add a macro to make it clear to agents.

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  • Antonina Obraz

    @andrew can you provide an example of how such macro would look like?

    I'm looking to set one up for our team.

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  • Andrew J
    Community Moderator

    How many members in your team?  I'll assume you got my earlier hint about this number being limited... this is because if you have 20 people, you need 20 targets (except for agents), and your trigger will need 20 actions (though if you can place any agents in a team you can include the team in one notification, and will just need seperate ones for each non-agent.

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    • The macro can be anything as long as it adds a tag (eg. team_notification). You can add extra actions if you like.
    • Then a trigger checks for this tag and fires multiple targets.
    • You set up a target for each person.

    Any questions?

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  • Antonina Obraz

    Perhaps I misunderstood the end goal here:

    I have 5 outside teams I need to transfer the full ticket to (Sales, Marketing, Fulfillment, etc..) without writing a response to the requester, BUT retaining the original requester information (name/email)

    1. When I change the requester to appropriate team email (sales@example.com) and Submit as Solved, it does not initiate an email out to that address.

    2. When I add cc: as the team email (sales@example.com) and write internal note "this is for you, you may want to reach out", the email is sent out but the original requester only shows up as name and does not have email, so they cannot set the proper contact on their end, since email information is missing.



    Ideally, I want to set up a Macro:Transfer to Sales that would do the following:

    1. send off an email to sales@example.com
    2. retain the original requester information

    then the agent will have the option to add a note, or just fire off without adding anything.

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  • Antonina Obraz

    I think I figured it out, I missed the target option, so I set up external email targets and used those in the triggers!

    Thanks!

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  • Jennifer Rowe
    Zendesk Documentation Team

    Glad you figured it out, Antonina! Thanks for reporting back. 

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  • Antonina Obraz

    The only problem that I'm running into is how to force include internal comments, since target trigger is sending out all comments (I assumed that it was public and internal). However I found some info from internal is being stripped when using target, and the only way I can still include an internal comment without alerting original requester but alerting the target receiver is to include a custom ticket field and including that as a place holder in notification email.

    Any other suggestions will be welcome!

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  • Andrew J
    Community Moderator

    We discovered recently that internal comments will only show if the receiving email is an agent. It's a little hard to imagine the exact solution without spending a fair bit of time figuring out exactly how you do things.

    Your notification email in a trigger/target can include info from fields (requester details) and comments (but only public will show) - using placeholders.

    If you are really stuck and need private comments, you could create 5 email addresses with gmail... link them all to your OWN agent account... then create a rule in gmail to forward any emails going to them to the appropriate teams... and set up triggers/targets for these.

     

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