How to change the from email address?

Hello Mia,

What you'd like to change is called the 'recipient' address. As far as I know you cannot do this with triggers.

I've built some (private) custom solutions in the past, but there's a public one by Zendesk in the marketplace:
https://www.zendesk.com/apps/support/select-an-address/

It doesn't automate it for you (although the paid tier might), but it allows your agents to change this address. Which isn't possible in the native interface.

With kind regards,

Sebastiaan
Sparkly ⭐

Hi Sebastiaan!

This does unfortunately not solve our problem because the first triggered email is sent before the agent makes any changes to the ticket. Then still the default recipient address will be the sender of that email.

I will take a look at your solution but I think this would be a nice feature for you to add into the Zendesk Support!

Any plans for that?

Best regards

// Mia

Hello Mia,

In that case the app won't help you out indeed. Maybe somebody else knows a workaround for this scenario.

I don't know if there are any plans to add this (just to be sure; I don't work for Zendesk, I'm just a member of the community ;)).

With kind regards,

Sebastiaan
Sparkly ⭐

@... you can create a trigger that will send an api call to Zendesk that changes the recipient. I worked on this last night and it works for everything except the very first auto email saying "your ticket has been created". However, if the customer responds to that auto response, the recipient email will stay the same. It will also be fixed for any public response from the agent and auto triggers going forward. Here is how to do it:

1. Go to settings>extensions>add target>HTTP target.
2. Title it whatever you want.
3. For the URL, put https://<insert domain here>.zendesk.com/api/v2/tickets/{{ticket.id}}.json
4. Method = PUT
5. Basic Auth  = Enabled
6. Put in admin credentials
7. Click the drop down to "create target" and submit. There is no need to test the target.

It should look something like this:

After that, go to create a trigger:

1. Put whatever conditions you want to trigger the change.
2. For the action, select notify target and select the http target you just made.
3. Then put the following in the JSON body:
   {"ticket":
   {"recipient": "<insert from email here>" }
   }

It should look something like this after:

Again, this will not change the from address for the first trigger letting the customer know that a ticket was created.

Great @...!

Thank you!!!

@...'s solution seems to be good, but for some reason it's not working for me in our Sandbox instance. I've got everything added as noted, and I created a new email address in ZD to use as the recipient, but it's not changing it even though I can see the trigger is firing. 

On the HTTP target, it still shows 0 successful sends. Not sure why. Is there another setting that perhaps conflicts with this setup? 

Thanks for any help!