e-mail from user e-mail when a ticket is created

4 Comments

  • Ben Van Iten
    Zendesk Community Team

    Hi Remco Reis,

    Unfortunately this isn't possible with our product. When a business rule delivers an email, it is being sent from Zendesk and not a particular user's email address. Therefore it is sent from a support address. My apologies as I know this wasn't what you were looking to hear but please let us know if you have any further questions.

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  • Andrew J
    Community Moderator

    To add to Ben's comment, an email to your team will come from Zendesk, and a reply to the email from an agent will update the ticket and should then email the user.
    Is there any reason you need to do something different to this?

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  • Remco Reis

    Andrew J I want people to have the oppurtunity to report ICT problems through the Zendesk environment. Since our ICT department is external and work with their own servicedesk, I want to avoid to have them doing double work.

     

    Ben Van Iten is it possible then to embed an e-mail form, so people can fill that out and then send it from their outlook?

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  • Ben Van Iten
    Zendesk Community Team

    Greetings,

    We do not have any out of the box functionality that would accomplish this exactly. If I'm understanding your use case correctly though, it might be worth considering using external email targets. For certain issues you could route the text of a ticket (which could include a placeholder for the customer's email address) to an email address that is outside of Zendesk. This article has more: Notifying external targets.

    Our placeholder reference has more in terms of the kind of placeholders you could include in that email.

    Please let us know if we can assist further!

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