18 Commentaires

  • Jim Cooper
    Actions pour les commentaires Permalien

    That would be really useful. 

    We're trying to setup a trigger or automation to carbon copy customers into certain tickets but there doesn't seem to be that option - can only copy in agents, not end users.

    2
  • Martin
    Actions pour les commentaires Permalien

    If you already know the domain, you can just create an organization and use that for a trigger.

    0
  • Jahmai Lay
    Actions pour les commentaires Permalien

    Yes, I'd like to be able to say "If sender email domain ends in .uk then assign the ticket to UK Support Group", similarly for other countries.

    0
  • Ranjith Claessens | SendCloud
    Actions pour les commentaires Permalien

    This would be a very hulpful feature for us as well since we don't want our users to do all from a from but give them the opportunity to e-mail us directly. 

    0
  • Juz
    Actions pour les commentaires Permalien

    Hi there,

    I'm transferring about one hundred workflows from our current ticketing service into Zendesk.
    We have a number of potential triggers based around the sender address.

    It's a bit surprising that Zendesk doesn't allow identifying a ticket by its sender address.

    Taking the hint from Martin above on Jan 24 2017, I looked into creating an organisation, but I'm not sure this is the right approach. For instance, how do you express the following as a ZenDesk trigger?

    IF

        the customer email contains 'hello@annoyingonlineapp.com'

    AND

        subject email contains 'Upgrade your service today!'

    THEN

        automatically close the email


    ... I am most confused! Not to mention blocked in migrating :( 

    1
  • Jessie Schutz
    Actions pour les commentaires Permalien

    Hi Juz!

    The first thing I would suggest would be to look into our whitelist and blacklist functionality. This is generally a more effective way to prevent unwanted tickets from making it into your Zendesk.

    Another thing you might consider is actually setting up filters in the email account that is forwarding into your Zendesk. You may be able to make adjustments to filters and forwarding settings to prevent those emails from even getting forwarded in the first place.

    0
  • Ilari Tuominen
    Actions pour les commentaires Permalien

    I want to categorise emails both by sender and original recipient address as we have multiple legacy addresses and external services that automate tickets from single point of entry forms. This is such a trivial trigger that I find it really odd why this isn't prioritised. 

    0
  • Todd Eldridge
    Actions pour les commentaires Permalien

    I would like to add my support behind this request.  We have an automated system that sends emails to our ZD.  There are like 15 or so different messages that come in.  We want exclude all but one of those.  My workaround is to make a trigger that looks for any of the other 14 messages and closes them.  It's very inefficient.

    0
  • Kim Knight
    Actions pour les commentaires Permalien

    Any chance this is in the works yet? I am migrating from a much less robust system and am challenged to recreate some of these triggers as we currently have them. We are using for HR help desk and 'organization' feature is already in use for something else... 

    EX: emails from robot@craigslist.org are automatically closed, emails from noreply@broadbean.com are automatically assigned to recruiting, etc.. 

    Like Todd mentions, I'm sure I can workaround using keywords, etc, but that's a bit inefficient. 

    1
  • Israel Gonzalez
    Actions pour les commentaires Permalien

    Surprised this isn't supported. Would like emails from specific email address assigned to specific user. Surprised it's not even possible to select specific customer as an option even if they already have an account.

     

    0
  • Ryan Singer
    Actions pour les commentaires Permalien

    It is absolutely mind boggling that this basic functionality isn't supported.  Telling your clients to set up filters in their email account is asinine; the whole point of using ZenDesk was to avoid administrating 2, 3, 4+ different systems and the convoluted workflow that entails.

    1
  • John DeBoer
    Actions pour les commentaires Permalien

    In my case, the ticket is a valid ticket request and wouldn't want to filter it out.  I simply want to trigger certain actions when a ticket comes in from a specific email address.  I, too, am shocked that this functionality isn't supported.

     

    0
  • Sebastian
    Actions pour les commentaires Permalien

    Definitely support this. And against something missing where I can't explain the why. 3 years by now.

    0
  • Sebastian
    Actions pour les commentaires Permalien

    Again would need it. Why is Zendesk missing such crucial things left and right? I don't understand.

    0
  • Branch Carr
    Actions pour les commentaires Permalien

    I agree with the latest comments from everyone. Why is the ability to filter in or filter out by a specific email address not supported? I have a critical need to create a trigger and am unable. Having the ability to filter on agent's email is really not helpful.

    0
  • Sebastian
    Actions pour les commentaires Permalien

    The only workaround I use for other cases is to create accounts for all emails in question and add a keyword on the profile level. Then all tickets that come in from that user have that keyword and a trigger can read it. However, having a list of users and having to create accounts for all of them is a lot of work and not really doable in my case.

    0
  • Rutger Bockholts
    Actions pour les commentaires Permalien

    We use the workaround with the organisations. It's also for us a lot of work and not possible to do this in one day of setup. So it's a recurring amount of work, every day.

    0
  • Sebastian
    Actions pour les commentaires Permalien

    Unfortunately it's not that easy for us since the list are completely random email address tld's from users.

    0

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk