[TIP] How to allow email target responses to thread into existing ticket

14 Comments

  • Andrew J
    Community Moderator

    Awesome info Brett!

    1
  • Thomas Joussot

    Hi Brett,

    Thanks for sharing this but I'm confused with this process. I may be wrong or miss something but why not CC'ing contact directly to do the same thing when the response needs to be public?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Thomas, 

    CC'ing is certainly an option but going through the forum I've seen cases where agents prefer not to CC the external user to the ticket but instead forward the email to the target. At least with the above, they could forward the update to the external user and they can reply back with an internal note. 

    Let me know if you have additional questions for me!

    0
  • Thomas Joussot

    Got it Brett, thanks for the clarification!

    0
  • Brett - Community Manager
    Zendesk Community Team

    Happy to help Thomas :) 

    0
  • Albert Aguilar

    Hi Brett,

     

    I was able to set this up and got the response from an external email (target) go to the internal note.

    On the Assignee side of things, I created a trigger to notify the assignee that an internal note was added in the ticket. Upon receiving that email notification, I (as the Assignee) responded, the external email got my response but in Zendesk, it went to the Public Reply. Is there a way to keep the Assignee's response in Internal Note?

     

    Thanks,

    Albert

    0
  • Albert Aguilar

    Hi Brett, 

    Just following up if you had a chance to review my question/business case?

    Thaks,

    Albert

     

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hi Albert,

    Is the agent replying back via email? If so, you can use the Mail API to reply back as an internal note. You'll just use the # note call at the beginning of the email.

    Hope this helps!

    0
  • Janet Wu

    Hi I set up an email target, 

    but when the external users reply the email, it doesn't add an internal note to the original ticket, but create a new ticket. why?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Janet,

    Can you confirm you've set up the appropriate target and triggers so the response is added to the already existing ticket? If so, can you provide a screenshot of the target and trigger you've set up so I can take a look?

    Thanks in advance!

    0
  • Lotte

    This is very interesting. Any idea how I can CC the external target automatically upon ticket creation? We want the reply from this specific target to always be public directly without agent touch. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Lotte,

    I did a little digging, and this user-submitted tip should breakdown how to CC the external target automatically upon ticket creation. 

    Auto CC user(s) on Condition (Ticket Create)

    Best regards. 

    0
  • Elisha Hawes

    This article is the closest solution I've seen in lieu of native forwarding so thanks!

    Here is my issue. Much of our forwarding would need to provide the external email target contextual information in addition to the formatted comments. This contextual information shouldn't be visible to the original requester.

    Rudimentary example:
    Hey third party, please review the comments below and send me an estimate. This is for account 123.

    Is there a way we can include additional comments (again not public to requester) to the email target?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Elisha,

    AFAIK there wouldn't be a way to accomplish this outside of using the API.

    If they were agents on the account they could use the mail API to make sure that their comment is sent as an internal note, but these would need to be sent in a separate email.

    Otherwise you may want to look into the side conversations feature which would allow you to have separate conversations within a single ticket directly from the agent interface.

    Let me know if you have any other questions.

    0

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