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Feature Request: Respecting the priority setting on incoming emails (Email Priority)
Posted Apr 28, 2024
Many of our customers, who prefer to email their queries, will use the "high/low importance" setting on email headers to indicate to our team how urgent the matter is to be attended to. (we do not dictate to our customers how important a problem is to them!)
Currently we have no way of even seeing the level of importance of an incoming email let alone setting the ticket priority based on it. This leads to us not having all of the information necessary to deliver exceptional customer service, often leaving us falling short of basic expectations.
We receive up to 10% of received emails a day have the high importance flag on them, when dealing with B2B customers, this can cause significant failures (and costs).
We have to keep monitoring the email inbox outside of Zendesk to ensure we flag the jobs appropriately.
We explored using mail rules on the mailbox to forward these emails to a different support email address, however, this does not allow for the routing options we need (without having 2 support emails for every email channel needed).
It would be great if the system had a field visible (similar to the CC field) to show the email importance flag. that we could then base automation off of.
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7 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Sydney Neubauer
+1. Our workaround is having an autoresponder set up that if their ticket is urgent, to reply with the word URGENT in the body. We can't use subject as subject does not get appended on the end-user side (only by Agent)
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Scott Tynan
Thanks Sydney, sounds like an awful experience for your customers, having to send a second email just to make sure the first one gets the priority you already asked for. Have you had any feedback from your customers on this, how do they feel about it? Are you primarily B2B or B2C?
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Sydney Neubauer
Scott Tynan Yes we did get the feedback which is why we had to add the Urgent workflow that we are now using. And we do get complaints regarding if but it is better than nothing and it isn't perfect as people will reply “this isn't urgent” or “This is kind of urgent” and we can't account for that.
We are both - we talking with businesses, customers and even our own employees
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Scott Tynan
Sydney Neubauer Thanks, good to know.
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James Bury
This is a much needed powerful basic feature that would help tremendously for customers and agents! @Zendesk, please put this on the roadmap for future release.
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Bobby King
You know, I just thought of this and decided that we need this for our B2B customers. Not only do I need my agents to receive emails with the priority flag set to ensure meeting the customers SLA, but I also need to set the flag for the clients to not lose the email in their inboxes. I simply want to put that big red ❗
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