Instead of sending an email, we're embarking on a big push for customers only to create tickets via the Zendesk web form. I'm thinking of discontinuing email support, but I want to make sure I'm considering everything.
We could create a trigger to set any newly created tickets via the current email alias to closed and send an auto-responder pointing to the web form. But is that the best solution? It seems too easy.
My other concerns are:
- Will this solution still allow replies from agents to be sent from our current email alias?
- Our webform will require customers to sign in to their account before submitting a new ticket. But what about customers that are locked out of their account? What alternatives do they have to be still able to submit a ticket to us if we automatically close tickets created by email?
Please sign in to leave a comment.