Allow email target responses to thread into existing ticket

10 Comentarios

  • Thomas Joussot
    Acciones de comentarios Permalink

    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?

    0
  • Brett - Community Manager
    Acciones de comentarios Permalink

    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!

    0
  • Thomas Joussot
    Acciones de comentarios Permalink

    Got it Brett, thanks for the clarification!

    0
  • Brett - Community Manager
    Acciones de comentarios Permalink

    Happy to help Thomas :) 

    0
  • Albert Aguilar
    Acciones de comentarios Permalink

    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

    0
  • Albert Aguilar
    Acciones de comentarios Permalink

    Hi Brett, 

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

    Thaks,

    Albert

     

    0
  • Brett - Community Manager
    Acciones de comentarios Permalink

    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!

    0
  • Andrew J
    Acciones de comentarios Permalink

    Awesome info Brett!

    1
  • Janet Wu
    Acciones de comentarios Permalink

    Hi I set up an email target, 

    but when the external users reply the email, it doesn't add an internal note to the original ticket, but create a new ticket. why?

    0
  • Brett - Community Manager
    Acciones de comentarios Permalink

    Hey Janet,

    Can you confirm you've set up the appropriate target and triggers so the response is added to the already existing ticket? If so, can you provide a screenshot of the target and trigger you've set up so I can take a look?

    Thanks in advance!

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk