Recent searches


No recent searches

Idea: Not every email needs to be a ticket



Posted Aug 07, 2023

Hello,

Zendesk e-mail support would be an absolute game changer, right now any email that comes into support generates a new ticket. But not everything needs to be a ticket.

It would be an absolute game changer for Zendesk, if an email comes into your instance, you can treat it as a regular email. Forward, reply, BCC, etc, receive absence alerts, and create distribution lists. From that inbox, you can choose whether or not to create a ticket. If you wanted the ticket creation you can still set this up using triggers and automation. This way you get the full power of an email platform, and the additional ability of a ticketing system. Best of both worlds. This would open up your platform to so many more customers and can really keep the ticket numbers down for a large enterprise.

Does anyone else use this separately now, how do you work them together? Just want my team to work with one system and not have to juggle between multiple systems where possible.

Make this happen ZD! 

 

 


-2

2

2 comments

Hi Thomas Lang

Sorry, I don't grok your idea.

Yes, there are some misguided mails that should not be tickets, and interactions with other ticketing systems traditionally end up as a "shouting match" between Zendesk and the 3rd party ticketing system until you make Zendesk not reply to the other system's initial reply.

Other than that, I see that your idea would very often require a human to decide whether this mail becomes a ticket or not - lots of manual effort for something that is just a given today.

We have implemented several triggers that solve, close, or even delete tickets. The only disadvantage this creates is that you have some ticket numbers "wasted" which is of no concern to us.


We are using Zendesk Support only, no sunshine here, so maybe this changes the optics a bit, but with our setup, I fail to see the merit of your proposal - in addition, as an agent, you'd have to operate two mailboxes: your Business account and your Zendesk account.

Did I miss something here?

Yours truly

Peter

0


image avatar

Bradley Smith

Zendesk Luminary

I agree with Peter above. We have used this to look at the emails that do come into our Zendesk instance - and try and cut out the spam and unwanted emails/cc's etc. We have created a form especially for this that agents can put the ticket on called 'No Action Required' and we consistently monitor this as it shows some regular offenders clogging up our inboxes

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post