Our company already uses* ZenDesk for operations team. They have enabled global-level setting to enable agents to forward emails to ZenDesk integrated email address to create tickets on behalf of a user.
* It's important to understand that many of our employees are registered as Agents in ZenDesk, but not everyone uses the tool on a daily basis.
Currently we're configuring a new integration with ZenDesk for our security team's mailbox. For security mailbox we don't need email forwarding functionality, as it introduces a security threat in this scenario:
Bob, black hat hacker, sends a phishing email to Alice, employee. Alice forwards the suspicious email to security mailbox for investigation. So in ZenDesk Bob becomes a reporter of the ticket while Alice becomes a submitter. Obviously, we don't want Bob being notified in this scenario, but Alice should be.
After discussing with ZenDesk support (#5180454), no viable option to implement such a configuration was identified, except of using Mail API to change ticket attributes when an email is forwarder to ZenDesk integrated email. Unfortunately asking people to remember to set correct properties via email is not reliable, as people make mistakes.
I see two ways to help us achieve desired outcome and make ZenDesk support multiple use-cases within the same organization:
1. Make email forwarding a local option that can be set per integrated mailbox. This way it will be possible to keep must-have email forwarding functionality for our operations department and disable it for security team's mailbox
2. Add an option to notify submitter instead of reporter. This way must-have email forwarding functionality can stay enabled, while proper triggers can be configured to engage with a ticket submitter instead of ticket requester
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