Change outgoing notifications email channel based upon Form request?
Is there a way to change the email address (Channel) that outgoing notifications are sent from based upon the Form used to submit a new request? We would like a specific subset of end-users to use a Form to submit new tickets rather than emailing the address directly (because of required ticket fields). But since it comes in as a Form, the notifications go out as the default email address (Channel). I'm really hoping that can be changed, maybe with a separate Brand.?. Thanks for any help!
The closest solution is this app. A great free utility built by Zendesk. Although it will be based on group rather than form, so a workaround is needed to map the desired form to a specific group.
Let me know what you think.
Thanks Ahmed Zaid
Just a clarification point, can this be configured so that it is automatically applied? Or does the agent need to manually select the address from the side-bar? Not super clear to me, but seems like it can be applied automatically.
Hi Ryan P.
It can be configured to automatically switch to a certain email with tickets assigned to a certain group.
I have only brief experience with the app, so I would recommend you test it on a sandbox (if available) first to see if it satisfies your use case without any hiccups.
Thanks again Ahmed Zaid, we might try that app but don't have a sandbox unfortunately.
I'm assuming this app uses the Zendesk API to make changes. Which leads me to wondering if I can just do this with an API call in a Trigger. Might have to do some investigating there...
I am actually interested to know too how this is implemented. Not any endpoint I am familiar with can modify the email notification sender.
Anyway. I hope it works out for you. All the best.
Ahmed Zaid I actually posted over in the apps feature request thread and someone there thought it was the `recipient` field (I wasn't sure if it was that or the `via` field). Haven't confirmed that's the right field but I hope to test that sometime soon.
Upon reviewing the API reference, I confirm it is the receipent property in the ticket end point. The name is misleading and made it easy to overlook, but it does the job.
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