Hi, when a user sends us an email directly (to our external email) regarding an issue and we want to forward it to the Zendesk email so it goes into the queue, it sets us as the requester of the ticket. I know that this is because we are the ones forwarding the email to the helpdesk email but is there a way to make it so that it sets the end user as the ticket requester?
It seems like what you are doing is forwarind the email to your Zendesk account. In that case, you will see the behvaiour you also noticed, namely that you will be put as the requester.
What you want to do is redirect the email. However, this not possible with all email programs.
The following are some email clients that support redirection:
You can read more about it here.
Otherwise, you might want to look into the email forwarding under Admin → Agents → Email forwarding, which allows agents to create tickets on behalf of the requester. However, for this to work, you would need an agent associated with the external email.
Zendesk Consultant @ helphouse.io
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