Reply to ricket from other e-mail adress
Hi,
Is it possible for at third user to reply into a ticket thread by e-mail?
This is the case:
- We offer help to make complains to people with cancelled ticket for airplanes
1. I have a client complaining over a plane ticket and sendes a e-mail to our support@company.com mail, which creates a ticket in zendesk
2. We fill a form on the airplane companys webpage
3. The airplane company reply to the given e-mai
3a. That reply needs to update the original ticket (step 1) created by the client.
I read this article where it should be possible to put in ticket id as a part of the e-mail i.e. support+id1234@company.com - but that dosent seem to work anymore - or am I doing it wrong? For in that case, that could fix the problem, if I could put in reply e-mail (in step 2) to be support+id1234@company.com.
https://support.zendesk.com/hc/en-us/community/posts/360000806867-Emails-updating-ticket-comments
Hope this question is understandable!
Thanks for your help
Benjamin
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Btw, I have a Professional plan
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Hi Benjamin,
It's a tricky situation, but the need is clear, it would make sense to do in that fashion. However, the method of using the +idticketnumber indeed does not work anymore.
What is a, perhaps too, simple solution is to put the original ticket id in the message that you are sending to the airplane company. That way it becomes easy for the agent to quickly look up the ticket with the customer.
Another option could be doing something with the confirmation of receipt should you receive this from the airline company.
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Hi Jalle,
Thanks for your reply!Okay I understand - but if we get 100 cases every day, that will be messy to work with.
I also read about "side converstations", but I'm not sure if that can to the trick.
So only solution will be to make some custom coding / API thing?Thanks for your help
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Yes I agree, it will be very hard to do this in a correct fashion if you do not start the ticket from Zendesk.
The only solution would be doing this with the help of the API, and you want to be looking at the merge call in Zendesk, you'd have to very clear as to when you'd like to merge tickets, but from your story I guess you have a pretty clear use case :).
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Excellent - thanks - I will look into that! :-)
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