Attaching external email to ticket
AnsweredHello,
While supporting a client, there are cases in which we have to create a ticket for a third party that provides support for the hardware. We have created a macro and a trigger so now, when the macro is used, the last comment in the ticket gets sent to the third party through an email target.
However, if the third party replies to the email, a new ticket will be created and then will need to be merged to the original ticket.
Is there a way to have that reply attached directly to the ticket?
In our case we only have this situation with one client and the third party could change the content or subject of the reply if it would help. For example, they would need to put the Zendesk ticket number in the subject.
Thank you
-
Hey Ignacio,
Your options here are kind of limited, but one idea is that you could add this Third Party as a Light Agent. You have as many of those as you need for free. They can't make public replies, but they could be added to the Ticket and see the information they need to see.
If you want to limit them further, you could make a specific Group as well, so they only see Tickets assigned to that Group.https://support.zendesk.com/hc/en-us/articles/203662036-Understanding-and-setting-light-agent-permissions-Professional-Add-on-and-Enterprise-Add-on-
Otherwise there wouldn't be an automatic way of adding them. Just adding them manually as a CC.
Please sign in to leave a comment.
1 Comments