Danilo Moretti

Thank you Jacob, for this guidance

I looked here, and the Zendesk recognizes as EXTERNAL since the beginning

We are trying to understand why this is happening, and how to change it, so we would be able to configure our triggers and automations better, setting a standard flow

This is what I received when I clicked on ticket events

Hi Heather,

Thanks for this feedback, this situation is very strange, because since we implemented Zendesk that we face this situation

If the user use the "Get Help" section inside our app, Zendesk receives the message with our standard subjects

But, if the user contact us by an external e-mail i.e. personal address, Zendesk turn on this "External" tag

I will try to reach out out IT, to understand if they done something the past about this

Hello everyone,

When users send e-mail to us outside our aplication, Zendesk add an "External" word in the subject, and this is blocking us to configure some triggers, because all "outside" e-mails that arrive with the "External". Zendesk recognize that the user's language is English, please, see below and example

Could someone help us to make Zendesk do not this anymore ?

Thank you very much Jill, I will take a look :)

Hi everyone,

I'm thinking about creating an automatic process to Zendesk do the "3 strikes rule" then, close the ticket

How can I set the tool to trigger an e-mail to users each 24 hours without an answer from their side (ticket will be on "Pending")

And if the user didn't reply us after three 3 e-mails triggered, a new rule will run closing the ticket with a "no-response" macro

I'm trying to understand how can we do it (It's my first time trying to create a automation rule)

Could you help me ?

Kind Regards,

Danilo