Select an Address app - official feature request thread

8 Comments

  • Official comment
    Tiffany Green
    Zendesk team member

    Jordan - would the feature introduced with the paid tier give you the functionality you're looking for? It allows you to set a default based on a group, as well as narrowing the allowed emails per group. https://support.zendesk.com/hc/en-us/articles/360042173634-Installing-and-using-the-Select-an-Address-app

  • Jordan Prangnell

    Hi 

    We have multiple support addresses (over 100) - what we would find useful is that the app will automatically select the email address we are going to send our support request from based on the group / assignee on the ticket. 

    We're aware this does it automatically for inbound tickets and you can filter down the support email address through JSON and relevant groups that user is in but for us the agent still has multiple addresses to select from each time. 

    Our particular issue is with raising Zendesk tickets proactively to the customer. 

    Thanks

    2
  • Fabian Sanchis

    Hi Team,

    We just upgraded our Select an Address app (Basic Plan now) and there are a couple of things that might be a deal breaker. Perhaps there is already a solution for it but I could not find it.

    We have several support views and different teams, so we all have now only our email, which is great but also:  

    1) Every time an Agent Opens the ticket, it updates it "This email will be sent from", updating the ticket and therefore changing the update time. This confuses things unfortunately as then the tickets are not in the right order. 

    2) Now when we create an internal ticket for another team and press "New", the ticket defaults back to the queue of the agent and it does not go to the correct place. 

    The workaround is to create the ticket as Open, but this didn't happen before and now it does.

    Is there any feedback you can provide me with? Issue 2 I know is due to the mailing filters we have but I don't seem to be able to find the correct trigger. 

    Thank you for your help with this.

    Fabian

    1
  • Chris Fellows

    Hi Fabian Sanchis,

    Thanks for posting your question here.   On item number 1, are these tickets being created from the Help Center?  I am going to create a support ticket on your behalf so that we can look into this in more detail.

    Chris

    0
  • Erica Sutherland

    We just upgraded to the Basic plan so that upon ticket creation we could default a send from address based upon the group that the creator of the ticket is in. My understanding after contacting the advocacy team is that the Basic Plan does not apply during the ticket creation step and only on tickets that are not generated via email. Nowhere in the documentation about this app is that clarified which is misleading, making our upgrade completely pointless. We have 50+ support addresses with regional defaults and categorization to align with our user groups. Is there any plan to clarify this, or can this be developed to function as described during the step of creating tickets in the support app?

    For our company this would have a very high business impact especially as we onboard larger numbers of clients. 

    0
  • Tiffany Green
    Zendesk team member

    Erica Sutherland Hi! -

    It's possible there may have been some miscommunication when you talked with our advocacy team. The default based on groups does work for tickets created via the +Add button at the top of the screen. Is that what you meant by ticket creation step? The app also works on tickets that come in via email, as the app is triggered as soon as an agent enters a ticket.

    Or were you referring to the mobile app? Unfortunately, none of the marketplace apps work in the mobile app.

    Hopefully that helps clarify, but let us know if you have further questions or clarifications.

    Thanks!

    0
  • Erica Sutherland

    EDIT/UPDATE: I am not quite sure what happened but I subscribed again and gave it another go and it miraculously worked. I don't know if I had an error in my JSON that I was missing... or what. Perhaps there was a delay despite refreshing, who knows. 

    When I initially I tested it out while using the (+)Add button at the top of the screen and it did not function at all, but it started displaying updates on existing tickets. I was informed that it specifically does not work during the ticket creation step when I called in to address. I initially cancelled our subscription as a result, but I might be ok here. 

    0
  • Tiffany Green
    Zendesk team member

    Erica Sutherland

    Glad to hear it's working for you now! It may have been an issue of it not updating immediately. That happens rarely, but it has happened.

    Thanks for updating your comment!

    0

Please sign in to leave a comment.

Powered by Zendesk