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Feature Request - Change ticket Recipient field by triggers



Posted Aug 18, 2023

Current functionality:
Zendesk creates a ticket from an email, and uses the "To:" header to determine which email will be used for future replies. The initial notification is sent from here. Future replies are sent from here. The easiest way to change it is by using the "Select an Address" app, but this requires manual user input. You can limit which emails replies are sent from through the app, but if you limit the incoming address Zendesk reverts to the default address, when I want emails to be sent from a particular address.

My use case:
We set up an email address in our system, tested it, everything seemed good. We advertised the address. Then some issues arose with the address, and the only way out is to change to a new address. The new address is now set as the primary email for that email account, but the To header remains the same through the mail flow, and Zendesk still uses it as the recipient.
To headers cannot be modified in transit beyond completely deleting the To header, which means emails addressed to multiple people would lose recipients. A "recieve and deliver" forwarding method would destroy customer information.
We need to retain the address for incoming emails, but we don't want to use it to send things back out.
We can remove the old address as a support address, and the recipient field is set correctly, but if something is directed to the old address, the old address is set as a CC to the email which looks confusing.

The current workaround:
We're using webhooks to alter the "recipient" on arrival. This does have some shortcomings, mainly in extra triggers are required to send notifications, and if the webhook fails no notification email will be sent. We'll just have to monitor all incoming email in the meantime.

A permanent fix:
Let us set the "recipient" field in triggers! This would have allowed the most minor of adjustments to achieve a problem free outcome. Perhaps I am naive to the business or functional reasons this is not already possible, externally it seems like a no brainer. 😅


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4 comments

I've explicitly posted this in Feedback - Ticketing System (Support) and it's posted to the ChatGPT community. If a mod or someone could move it to the right section... I posted it twice and it's come here twice.

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image avatar

Devan La Spisa

Zendesk Community Manager

Hey Max, 

Moved this post for you. Thanks for the feedback!

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We also have a business requirement which would benefit from setting recipient via trigger:

 

When an agent creates an “outgoing” ticket (first comment public from agent), the recipient needs to be customized according to ticket fields (built-in and custom).  We are also using webhooks as a workaround, however the initial email notification is sent with the default recipient, or the recipient specified by the Select an Address app.  The problem of course is if the agent forgets to use the Select an Address app or does not know the correct recipient to select, for the use case, then the recipient will be incorrect for the initial email notification, even if it is updated via webhook.

 

Thanks for considering adding this feature.

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We have 70 support addresses in our Zendesk: personalised addresses and not in zendesk.com + several different addresses per service, so it's impossible to use the brands. And we have to use a webhook that calls the Zendesk API to manage this. For the Email channel, the recipient is already ok, but absolutely not for requests by phone, Help Centre forms or ChatBot. It's a real problem.

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