MA

Hello Ahmed, thank you so much for the valuable information provided.

I wanted to address an additional concern that I had previously mentioned. As reiterated, I would prefer not to receive inquiries via this support email, as it is not our designated primary communication channel.

However, I have observed that the Zendesk system currently designates this email address as the default contact, resulting in notifications being sent to customers regarding comments and received requests. This is also in line with our efforts to ensure effective follow-up procedures.

I am inquiring if there is a possibility to implement a trigger within the Zendesk system that can accurately distinguish between new emails and follow-up communications. This differentiation could significantly contribute to streamlining our communication processes.

Furthermore, is it feasible to have a follow-up communication approach wherein correspondences are shared from a dedicated address, or our main but such as "ticketnumber@supportemail". Not the default itself. This approach could provide a more structured and efficient means of handling follow-up interactions.

Hello Ahmed Zaid and Kacey Zeccola

Could you kindly provide insights on how this process could be implemented? An illustrative trigger example would be highly appreciated. Once this setup is in place and customers are directed to the preferred communication channel, it is presumed that a ticket has already been generated. I would be grateful if you could also furnish a trigger example for the automatic closure of such tickets.

Thank you.