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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