Allow email target responses to thread into existing ticket

8 Comentarios

  • Thomas Joussot

    Hi Brett,

    Thanks for sharing this but I'm confused with this process. I may be wrong or miss something but why not CC'ing contact directly to do the same thing when the response needs to be public?

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  • Brett - Community Manager

    Hey Thomas, 

    CC'ing is certainly an option but going through the forum I've seen cases where agents prefer not to CC the external user to the ticket but instead forward the email to the target. At least with the above, they could forward the update to the external user and they can reply back with an internal note. 

    Let me know if you have additional questions for me!

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  • Thomas Joussot

    Got it Brett, thanks for the clarification!

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  • Brett - Community Manager

    Happy to help Thomas :) 

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  • Albert Aguilar

    Hi Brett,

     

    I was able to set this up and got the response from an external email (target) go to the internal note.

    On the Assignee side of things, I created a trigger to notify the assignee that an internal note was added in the ticket. Upon receiving that email notification, I (as the Assignee) responded, the external email got my response but in Zendesk, it went to the Public Reply. Is there a way to keep the Assignee's response in Internal Note?

     

    Thanks,

    Albert

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  • Albert Aguilar

    Hi Brett, 

    Just following up if you had a chance to review my question/business case?

    Thaks,

    Albert

     

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  • Brett - Community Manager

    Hi Albert,

    Is the agent replying back via email? If so, you can use the Mail API to reply back as an internal note. You'll just use the # note call at the beginning of the email.

    Hope this helps!

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  • Andrew J

    Awesome info Brett!

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