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Forwarding emails sent to individual techs to open a ticket

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TBD

Publicado 27 ago 2021

Hello,

We are new to Zendesk and trying to get fully up and running. Many of our techs are contacted through their work email individually by clients rather than using our support@ address.

Is there a way the tech can forward the email to our Zendesk support email to open a ticket on behalf of the client? I thought we had a trigger for this but it isn't working. Equally interested if someone from Zendesk could provide onboarding support in regard to this.

It is not feasible to set all emails sent to the tech to be auto-forwarded to our support@ address.

Thank you for your help!

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    Cheeny Aban

    Zendesk Customer Care

    Hi Jeremiah,

    You have two options,
    1. They can manually send tickets to Zendesk and your agents can change the requester once the ticket is created. You can either add an internal note to notify the agents to make sure that the requester has been changed
    2. You can also try to use API but please take note that it is out of scope and you need to have your own developer code them for you. However, we have API documentation that you can also check: Zendesk API

     

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