Using CCs as conditions for Triggers and Automations
We applied the Email Forwarding feature of Zendesk so that emails received from customers through our external (non-Zendesk) email is integrated into our Zendesk platform by creating a ticket for each email.
When this happens, our external email address is included as a CC to the ticket. This email of ours is only a CC in the ticket as it is not a registered Support address on our Zendesk account. It simply forwards emails to one of our registered Zendesk Support addresses.
We want to make a Trigger or Automation with the condition filtering all emails we have with our external email as a CC. However, Zendesk only has the option to filter out registered support emails via the Received at condition.
It would be an easy solve for us if we just register our external email as a support email for our Zendesk account. However, adjusting the way our external email is set up may cause issues with how we receive emails so we are trying to avoid this.
Hoping that you could add CCs as one of the possible conditions for Triggers and Automations.
You can create and organisation using your external email address's domain.
You can then trigger off any ticket with that organisation.
I tried your suggestion, but unfortunately did not get the expected result. If I do make an Organization specific for my external email address, where should I set the rules that would look at the Organization of the CCed email address?
Would you know if there currently is a way for Zendesk to detect the organization of cced email addresses? I understand it only looks at the organization of the requester, in this case, our end-users and not the cced external email address.
I thought that might have worked for you.
Oh gosh I really, really could use this feature. CC's user tags don't even get added to tickets, so there's no way to action anything related to them. This would solve a big problem I have at the moment.
Upvoting this post as it is an issue we constantly deal with in our organization. We have sales members who email into our support addresses, but our actual clients are CC'd on the emails they send in, so they don't necessarily route correctly every time (since our sales members don't work with specific CS teams).
Having a solution where we could somehow create logic on the back end to properly route tickets based on CCs too would be fantastic, in addition to when an email is sent to more than one support address.
Upvoting as well as we have quite some trouble routing emails correctly due to the lack of this option
We would very much like to create triggers based on CC email addresses.
Sometimes people are responding to a customer outside of Zendesk, but also CC'ing our main support email, which doesn't get picked up by our normal email routing (which is based on Received At).
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