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Multi tenancy email ticket creation issue.
Posted Jan 14, 2022
This is a very hard ticket to title to get up votes.
I hope the zendesk Domain logic creators get a chance to read this.
I have an issue with the domain logic defended enough to warrant you to create a FAQ on your position - https://support.zendesk.com/hc/en-us/articles/4408881694362
This logic rules out ALL of your customers sharing a common business relationship.
Scenario:
Our customer Z needs to organise products from Company A and have them installed by Company B and have both companies involved if any issues may arise during the project.
Z does not know (nor care) what ticketing system A and B use and sends one email to both parties (directly) regarding the project issue. In doing so the ticket is currently only created in one of A or B zendesk tenancies. The email is asking A for information so B can do the job, but B only got the ticket and is waiting for A to respond. B and Z are waiting for A who knows nothing about the issue because of this current logic. Z rings A to find out why they have not responded to the repeated emails only for A to explore why they did not get the ticket.
Based on this scenario (which can be very costly!) Company A looses faith in the zendesk service.
Zendesk claims the email has a unique ID that can only exist in one tenancy across the entire zendesk system.
I propose when the email is received, zendesk search all "To" addresses to compile a list of tenancies in its eco system. For each tenancy create a ticket with tenancy ID+email ID so there is unique tickets for each tenancy (A and B) to action upon.
The solution your support team gave, was to create two tickets, one for Z and one for B, the problem with this is Z instigated the tickets by email. Z does not know zendesk limitations nor that A and B use zendesk, and therefore A never knows to create 2 tickets. Nor does B know that A has that issue.
30
12 comments
Joshua Newell
I would like a follow up to know the logic creators have read this scenario and realise the importance this issue is and not have the ticket screened and lost in this feedback system.
6
Sydney Neubauer
+1
There is not a way for an end-user to know that the addresses they are emailing are in 2 Zendesk instances. It is not something that is widely known or can be expected
3
Harrison
We have this same issue. We have Zendesk for IT and we added Zendesk for our HR department earlier this year. Due to privacy concerns we did what Zendesk recommended and setup HR on a separate tenant. However as is normal in all businesses, HR and IT are often copied together on tickets.
While a ticket is created in both tenants, cross communication does not work. If HR replies in their ticket and asks for input from IT we never see the response, Zendesk auto-blocks the email. It doesn't even show as a suspended ticket. I've talked to support about this but we really need the ability to collaborate like we would if IT and HR were shared mailboxes not tied to Zendesk.
Our HR instance is up for renewal next year and we may evaluate alternative ticketing systems for HR if this is still an issue.
3
Benjamin Kirsch
Hey all, thanks for engaging on this thread and providing feedback on this product area. We have logged this feedback for our backlog but we are focused on features to surface outbound email bounce information and the ability for customers to connect their email servers directly to their Support Instance. We will continue to leave this thread open for community comments for more use cases and if anything changes in the future on our end we will update as soon as possible. Thank you again for providing your feedback to us!
3
Sarah Lehmann
We currently have the same problem.
Our example:
There are 4 different stores that are all connected with their own email address in Zendesk.
A colleague from another department (which does not work in and with Zendesk) has sent an info mail to all 4 stores - only one store has received this info mail.
So it would have been good if there had been 4 different tickets so that each store received the information. In our case, the other three stores did not receive the important information.
1
Sydney Neubauer
+1 Our major team works in Zendesk, we have another team in a separate instance where had to create a workflow to transfer tickets with the API. However, we have just come across that some of our contacts ALSO use ZD. We can't keep creating API workarounds just because you can't create 2 tickets with one email. This is a major problem
Is there any update?
1
Carlos
+1, we definitely need this for our team.
0
Carlos J.
+1
0
Amanda L.
This seems to be a topic since 2022 (link below) and yet there are no updates!! This functionality would be extremely beneficial
https://support.zendesk.com/hc/en-us/articles/4408881694362-Can-one-email-create-two-tickets-in-different-Zendesk-accounts
0
Shawna James
0
Kiliaen Ludlow
Has anyone developed a work-around to this issue? We have multiple business lines that clients can access and it is infuriating to them that many don't even see their request because of this issue. It also seriously degrades the service we are able to provide. I agree with previous posters that this is causing us to look at other providers.
0
Laetitia CORDIER
+1
0