Create Multiple Tickets When Support Addresses Are CC'ed
I know there is currently no way to do this natively however it is a need that we would need to scale Zendesk on our end.
We have multiple teams in Zendesk who have different tasks. Sometimes they need to be working on the same request at the same time but are doing completely different tasks.
Scenario: Our customer emails one team and cc's another (both emails are support addresses fed through Zendesk). Only 1 ticket is created however the second team never gets notified, nor is a second ticket generated. If it was an external email system, an email would be sent 2 both parties and in this case it is not.
I know there are apps to help however that's leaving it up to the agent to recognize that another team was cc'ed and leaves a lot of room for error. Any help or ideas how to address this without using a 3rd party app that can't be automated?
-
I don't know if they exist, but I can imagine how a 3rd party app could do this without the agent needing to interact with it.
Server-side app: Polls Zendesk API for new tickets that have cc's and then creates them through the api based on some logical rules.
Client-side app: Agent views ticket > the app reads the cc field and determines if it needs to make a sibling ticket based on some logical rules, then calls to the Zendesk API to make the appropriate ticket.
Both of those options are viable, but would take some legwork to get working well. The client-side solution has some pitfalls to navigate.
Without triggers or automations having access to the cc field, I can't think of a way to get this done natively.
Another option is to talk to Zendesk about upgrades/add-ons. I believe I've heard of some paid solutions to problems like this.
-
You might check Myndbend. I know that 3rd-party app can create child tickets, but I am not sure if it can do so for this use case of cc'd emails.
Please sign in to leave a comment.
2 Comments