We have set up ZenDesk internally to allow staff to report issues to us (IT geeks) with the CRM and CMS.
The CRM/CMS development company we work with have their own, separate and bespoke ticketing system (Not ZenDesk or any other common ticketing system)
Currently, staff report an issue to us, we look it over, tidy up the description etc and then log in to the third party ticketing system issue reporting webform, adding the Zendesk Unique Id to a "Your Ref" field.
We then manually update a custom field in the internal ticket with the third party ticket ref.
So far, so good. Don’t want to change that process.
When the third party company update their tickets, we get an email to our itsupport@ email account. I currently then have to copy/paste that email into the ticket in Zendesk.
What I would like to do is forward those emails to ZenDesk and have it parse that email, pull out either ours or the third party ticket ref from the subject (The emails are automated and have a standard format for the subjects: "Support Request - ***third party ref*** - Your Ref - ***Zendesk Unique ID***" ) [Where ***xxx*** donates a dynamic field placeholder] and then automatically populate our ticket with the update from the third party company as a new comment.
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