Forwarding Emails to an external email

13 Comments

  • Nicole - Community Manager
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    Hi Jean - 

    Thanks for the feedback. 

    We do pay great attention to our customers' comments, receiving 200+ feature requests every week. Of course, it's impossible to act on every one immediately, so product development roadmaps require a huge amount of research, validation, and planning. We take into account how many customers need something, and try to understand all of the different use-cases so that we can come up with a solution to the problem that will suit the greatest number of users. 

    It would be most helpful if you could tell us about your use-case, i.e. why in your business you need to be able to do this, how frequently it comes up, and what the scope of the impact is on your company. 

    Thanks for participating in the Zendesk Community!

    -3
  • Alex Conroy
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    I could be wrong but I'm pretty sure he's looking for a simple feature that forwards the whole ticket to an external email (non zendesk account)

    0
  • Angela McMorrow
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    1. Why in your business you need to be able to do this:

    Customer support is the main method of receiving feedback on technology, services and marketing materials put out by out company. If a technical aspect of our product is not working we need to be able to forward this issue to our tech team. If we receive a marketing proposal from an external company reaches us we need to be able to forward this to our acquisitions department. If we receive a request from outside of our company that needs to be filtered towards a non-support staff member then we need to be able to do this via Zendesk. 

     

    2. How frequently it comes up:

    This is a daily occurrence.

     

    3. What the scope of the impact is on your company:

    It slows down ticket resolution times and inhibits us from creating a better escalation process. Time is wasted trying to do workarounds that could have been used on more pressing issues.

     

    I think email forwarding is a very basic feature for a helpdesk software to have. I recognise that product development roadmaps take a huge amount of time to finalise but I wonder is there anywhere for us customers to keep up to date with what is currently being worked on and what is being finalised? 

    3
  • Nicole - Community Manager
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    Thanks for the detailed feedback, Angela. 

    We do not publicly share our roadmap, though we are working on ways to improve visibility into what is or isn't being worked on at any given point in time. For the moment, we use the status flags on feedback threads, marking those that are in or close to development as "planned" and those that have not been prioritized as "not planned." 

    I'm checking in with the Product Manager to see if I can get some better explanation of why email forwarding functions the way it does; I'll be back with more info soon. 

    0
  • Angela McMorrow
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    Thanks Nicole, I look forward to hearing it! :) 

    0
  • Thomas Murphy
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    Similar requirement would be really useful for us.

    We are using the ticketing system for clients request access to a construction site. We need to confirm that this person has the approval of their superior and so we want an email to be routed to the email provided in the "text" field.

    n.b. would be great to have an "email" field with controls rather than just using a text field!

    The email going to the superior is extremely important so if that person wants to reject the access they can.

    Thanks,

    Tom

    0
  • Daniel Stefan
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    This is a basic feature that should be present in any ticketing system. 

    2
  • Kyle Zheng
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    We need to be able to forward emails. Salesforce (Desk.com) has this feature built in, and it is frustrating that Zendesk does not. 

    1
  • Amanda
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    Is there any update on this? This should be a standard feature that is lacking in zendesk. On a daily basis, we have the need to simply forward an email ticket to another person or contractor on our team that is not an agent without having to change the requester or setting up a trigger. Even desk.com had this simple feature. Thanks!

    2
  • Cat B
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    I agree, we also need this simple functionality. I have read many articles over this exact same issue and I have not found a solid reliable solution. Where is this on Zendesk's roadmap?

    2
  • Yaakov Simon
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    Without this basic functionality, it is very difficult to use Gather in our organization.

    What is the ETA to provide this feature?

    1
  • Michael Penland
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    Agree. Nice to have feature that Desk.com supported 10 years ago.

    1
  • Sammy Edwards
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    I agree - forwarding an email to a non-zendesk staff member would be a big help for us. Sometimes we get customers who are looking to contact our wholesale department.

    Since our Zendesk Support team is dedicated to our retail customers, it's frustrating that we have to have agents copy the text, open up G Suite, and then send the content to the wholesale department, and then contact the requester that their information has been passed along. 

    Hoping this feature can be added soon.

     

    0

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