How to send an email to a Talk ticket

Answered

3 Comments

  • Amie Brennan

    Hey Ricardo,

    You can use the same Talk ticket to send an email out to the same customer. You just need to make sure the customers email address is set in the requester field. Then your comments will go out via email on the same ticket. 

    Hope this helps!

    Best,

    Amie

    1
  • Moniek van der Geer

    Good to know! 

    Additional question, if a customer calls us, and that person is already known in our zendesk account, with e-mail as well as phone number.. will an automation pick that e-mail address to send the e-mail to? Or do we need to fill it out manually for each ticket that opens on a phone call?

    Thanks in advance. 

    0
  • Amie Brennan

    Hey Moniek van der Geer

    Zendesk is smart enough to pick up the email address from the customers existing profile if they already exist - with a phone number & email number together on the same profile. :D

    Best,

    Amie

     

    0

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