Default e-mailadres per Group
Hi All,
We're using Zendesk for over a year now for multiple purposes.
We've created multiple Groups for the different departments that we have inside the organization.
For each department we've created a unique e-mail adres (i.e. sales@, customerservice@, etc.) so our customers can send a ticket directly to the correct group. This is a feature which is available on Zendesk itself.
We've also downloaded the App "Select an address" so we're able to change the From e-mailadres depending on the Group/Department.
When we receive a ticket on a certain created e-mail address the "default" is set to the e-mailadres where the ticket was send to.
But, when you created a new ticket, the default From e-mail address is always the same (in our case support@..). This is leading to mistakes from the Agents when they accidentally forget to change the From address.
I would like to see if there is a feature that you can link a Group to a certain e-mail. When you create a new ticket and you set the Assignee to a certain Group that the From e-mailadres will change to the linked e-mailadres.
Or that I can create a trigger/macro with the rule: IF Assignee is Sales, set From e-mailadres to sales@..
Hope you can help me out!
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Hi Vigalante,
Unfortunately, there's no way to automatically set the received at address based on the group the ticket is assigned to. We typically recommend the Select an address app you're currently using to address any need for changing this address.
I'll leave this post open in case other users have an alternative solution they can provide you.
Cheers!
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I will add to Brett's comment, because I have automatically set the received at address based on a group in the past. Although it's not an easy solution and will require development.
At a past company, we built our own version of the select an address application that would allow us to load in settings to map a group to certain support addresses. It worked pretty well for us. If you have the developer resources, and find yourself running into this pain point a lot - I highly recommend checking out the Zendesk App Framework. You can also view the source code for an older version of Select an Address to wrap your head around how to use the API. Note that this version of the app won't work today since v1 of the framework is close to deprecation.
Best of luck. I hope this is helpful.
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Thanks Dan!
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