Ability to set "from" received at address within trigger action

4 Comments

  • Seneca Spurling

    I have this same problem! I thought we would be able to use Zendesk with an additional inbound/outbound email address. I spent some time getting everything configured so that the tickets for this additional address would be handled differently in Zendesk. Everything seemed to be working great, but then I tested creating a ticket on behalf of a user. This ticket gets handled with the default support address, emails from Zendesk are from "Support" instead of from the additional address. This is not acceptable! And I can't seem to find ANY way to work around this. Is there something I'm missing, or is this just not possible? What good are these secondary support email addresses if you can only use them for inbound messages and can't create a ticket on a user's behalf?

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  • Shawna James
    Community Product Feedback Specialist
    Hi Ash and Seneca, thank you for providing your feedback. This has been logged for our PM team to review.
     
    For future reference, I want to point you in the direction of our product feedback template which has been designed by community members and PM's to help users provide as detailed feedback as possible so that our teams can understand and highlight the most important aspects of your product feature request. There is no need to reformat your post now, but I did want to make sure you were aware for future posts here!
     
    For others who may be interested in this feature request, please show your support by upvoting the post or adding your specific use case in the comments. Thank you again for taking the time to provide us with your feedback! 
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  • Seneca Spurling

    Hi Shawna! Thank you for this! I will admit that I had found this page via a google search for information that might help me solve the problem, and I wasn't even all that aware that I was on a post in the "Feedback" section that might have such requirements. I wonder if it would be possible for there to be a way to more prominently share the product feedback template with folks who are adding comments on posts in this category.

    I want to share here that on another thread, I was pointed to the "Select an Address" App, and this appears to have resolved the problem adequately for me! 

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  • Shawna James
    Community Product Feedback Specialist

    Hi Seneca, thank you for this information and for the suggestion! You are not the first person that has expressed that sentiment. We are actually working on getting our "new post" button auto populated in our feedback forums to have our template format to help avoid this confusion.

    But regardless, I am so happy you were able to resolve your problem as well! Thank you for being an active member of our community and sharing your feedback here. Cheers!

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