Mark incoming email as internal

Respondida

7 Comentarios

  • Gab
    Zendesk Customer Care
    Hi Marvin, 
     
    I hope you're well. I actually found a Community post regarding this that might work for your use-case. 
     
    Take a look at the Community Moderator's comment on this post: https://support.zendesk.com/hc/en-us/community/posts/4408868502298-Create-Internal-Notes-when-a-Ticket-is-created
    0
  • Marvin Voormann

    Hi Gab,

    Unfortunately the linked article isn't helpful. I'm not looking to create an extra internal note, but to flag the first email of the ticket (created by the email from notifcation@3rdparty) as internal.


    Best Marvin

    0
  • Gab
    Zendesk Customer Care
    Hi Marvin, 
     
    I created a ticket on your behalf and will send it to you via email so we can discuss your use-case further.
     
    Thank you!
     
     
    0
  • Barbara

    Hi Gab,

    Did you find a solution for this?

    Would love to hear about it!

    Kind regards,
    Barbara

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Barbara, it looks like Gab made the suggestion of using webhooks to an an email as an internal note to a ticket. 
     
    Take a look at this article for your guidance: Creating webhooks to interact with third-party systems
     
    This is the functionality that is recommended by Zendesk when communicating with a third-party system, without having the risk of end-users getting access or viewing these notifications/emails. 
     
    I hope this works for you. 
    -1
  • Marvin Voormann

    Gab and I discussed this topic in more detail in a support ticket and the surprising outcome was that there is no solution for this simple use case.

    I agree that a web hook would be a secure and robust solution, but not all third parties that send e-mails to us would want us to connect via web hook to them or do support it.

    0
  • Marvin Voormann

    "This is the functionality that is recommended by Zendesk when communicating with a third-party system, without having the risk of end-users getting access or viewing these notifications/emails. " marking communication as internal would be a very easy solution to mitigate this risk. - Or does Zendesk offer any other handy solution to handle communication with different parties in one ticket?

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk