Dave Jones
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Votes on activity by Dave Jones-
Hi Rich In my experience, your understanding is absolutely correct. You can setup forwarding at your domain to have help@, sales@, billing@, all forwarded to support@myaccount.zendesk.com You'll ne...
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If anyone here is wondering specifically which email headers are used to tie emails back to threads, the headers are called In-Reply-To and References. Hope this helps someone out there.
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Wow, what a brilliant tool and valuable contribution to this thread. Thank you for taking the time to create and share this, Thomas!
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Hi Lingbai, If I've understood you correctly, you want to maintain an external database, outside of Zendesk, that tracks which of your agents are best suited for particular types of query. You then...
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Hi Lingbai, If you're on the Zendesk Enterprise plan, you should take a look at Skills-based Routing, as this makes it easier for your agents to find tickets that match their skillset. If you're no...
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Hi everyone, We're in the final stages of adding the Web Widget to our application and have spotted what we expect to be a change in behaviour. When we first started experimenting, we found that th...
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Hi Claire 👋🏻 You should be able to use the Received At conditional to focus a trigger on a particular incoming email address: We use the above to identify emails sent to our main support@ email add...