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Shane Skeens's Avatar

Shane Skeens

Joined Jan 18, 2022

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Last activity Jan 18, 2022

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Latest activity by Shane Skeens

Shane Skeens commented,

CommentHow to solve issues with the email channel

Thanks for the reply, Benjamin! For our purposes, simply passing (replicating) the same information that is included on the ticket created from an email. "From", "To" and all Cc's, as well as any information included in the email itself (subject, body, attachments, etc).

Without understanding your new "endpoint" better, it's hard to say exactly how it could be optimally designed.

View comment · Edited Jan 18, 2022 · Shane Skeens

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Shane Skeens commented,

CommentHow to solve issues with the email channel

Agreed. This is a significant limitation that is causing us to re-evaluate the use of Zendesk in our Multi-brand environment, in which every brand has a unique email address. If a user sends it to one brand and Cc's another, the second will never hear of it. Even suspending the tickets would give some visibility into the issues received.

Please revisit this issue for us multi-brand customers!!!

View comment · Posted Jan 18, 2022 · Shane Skeens

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