I know there are a bunch of ways to do the same thing however I was wondering what the easiest/most efficient way to setup Zendesk is that will allow us to Ingest emails from an external source (3rd party helpdesk) in order to create tickets and pre-populate defined fields within said email/ticket.
Basically we will be receiving emails to create tickets. These emails will only come from one domain however we want the email to contain useful information such as First Name, Last Name, Computer Name, Type of Issue, etc & have this create a ticket with those fields defined/filled out when it hits our Zendesk and creates the incident.
Creating the template and having them follow this guideline won't be an issue since its a T1 support desk essentially creating a ticket to a T2 support desk when they need to escalate however how can this be done through Zendesk to move that same data into the required ticket fields?
Please sign in to leave a comment.