Support address cc'd

3 Comments

  • Andrew J
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    If they are literally emailing your Zendesk support email, it will create a ticket - since that is a person they are emailing. 

    As far as I am aware there is no way to stop this. Unless perhaps, if you are using a domain email, you may be able to set a rule to not forward emails to zendesk if they are only CCed. This will depend on the control you have in your email host.

    However think of the implications of this - would no-one ever CC support and expect a reply?  Why are they CCing support if not expecting them to read it and perhaps do something?

    Better probably to educate your users that CCing support actually does contact support :) Perhaps a macro your team can use to let them know and close the ticket. 

     

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  • Mna
    Comment actions Permalink

    Thanks,

    I will look into your suggestions.

    Sometimes support are cc'd into emails just to keep us in the loop. The problem is zendesk creates a ticket and puts the actual main recipient as a cc on the ticket.

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  • Andrew J
    Comment actions Permalink

    No worries.

    How does CCing keep you in the loop?  Do you read support emails other than in Zendesk? 

    You can delete the ticket in Zendesk once you have read it if it does not need a response - just as you would if you read it in email.  We do get a few of these - people email me personally and then CC the helpdesk/support email. 

    If they do not start with 'Hello Andrew' it could get confusing for the support team, not knowing they were the primary recipient or a CC - I get that :)

    You can open the original email if that helps, using the email icon to the top right of the message.

     

     

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