Email forwarding to multiple support address to share tickets among multiple groups

Respondida

4 Comentarios

  • Pan

    Adding to this, we've noticed that triggers with the "received at" condition won't fire if an email is sent to multiple support addresses -  preventing us from coming up with alternative solutions to this problem.

    0
  • Chris H

    Hello Toa,

    The only way to make something like this would be have the user send two separate emails to each address. Otherwise when our system sees the same email come to two support addresses it will ignore the second one as it has already been received. We use the message id of the email to determine multiples.                                                                                                                                                                                 

    I hope this helps!                                                             

    0
  • Toa Bhaduri

    Hello Chris,

    Thanks for the update. We understand now that it is the standard functionality to create ticket to only one group and ignore the second one, but I wish there was a way to customize it :-). A major business practice for us is different teams work on different parts of one ticket. Instead of reassigning the ticket back and forth between teams, it would b great if we could just have two tickets. 

    Thanks a lot for your response,

    Toa

     

    0
  • Chris H

    Toa,

    The only option we have for something like this would be an app called Clone ticket this app will allow you to create copies of tickets to move to other departments!

    I hope this works for you!

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk