Possibility to set Reply-To to the sending emails

5 Commentaires

  • Craig Willis
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    Hi Maria, 

    I don’t think this is possible, however, could you expand on the use case?

    How is the partner currently answering the email?  

    1. Is the customer emailing you and cc’ing the partner? or,

    2. Does the partner have access to your Zendesk instance and reply via the agent interface?

    I’m assuming it’s the first option, and if that’s the case, wouldn’t you want to know that the partner as responded to the ticket?

    Thanks

    Craig

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  • Zendesk Triboo
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    Hi Craig!

    This is my scenario:

     

     

    First action: I answer to the requester with a welcome email

    Second action: I send an email to the partner who in that case takes care of the requester.

    I have about 100 Brands and also many forwards to partners in the same way. Most respond to the message by replying so the reply come back to zendesk again.

    That is the reason why I need to configure the email Reply-To only for the second action because if the partner replying the email the sender will be the requester.

    What solution can I have?

    Thanks in advance for any help.

    Maria

     

     

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  • Craig Willis
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    Thanks for the added information Maria, however, I can’t think of a an automated solution for this setup, the only option that I can think of is that in the message that you forward to the partner you included the requester email and a message saying DO NOT REPLY TO THIS EMAIL, PLEASE REPLY TO {Requester Email} and hope they follow the instruction.

    I assume the issue is that you are closing the ticket after forwarding the email to the partner and that their reply re-opens it, correct?

    Craig

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  • Zendesk Triboo
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    Hi Craig.

    About your question:

    I assume the issue is that you are closing the ticket after forwarding the email to the partner and that their reply re-opens it, correct?

    No, that action makes another ticket, a follow-up, because at the end of this trigger I set the ticket status on "Closed".

    I have always told the partners they DO NOT REPLY the email, also because is obvious that the sender is the customer care brand email, it makes no sense, but anyway they reply to the email.

    Thanks.

    Maria

     

     

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  • Craig Willis
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    I had a similar setup in a previous company that I worked for where certain customers were provided 1st line support by a partner but would still reach out to us.  We solved this in two ways:-

    A. In our SaaS software we update the support link so that if a customer that was supported by a partner would be presented with the contact details of the partner, and not ours.  This reduced the overall # of tickets that were created by those customers supported by the partner.

    B. Instead of closing the ticket we would cc the partner on the ticket and let the customer know “we’ve cc’d your partner on this ticket for their review and they wil get back to you”.  

    Option 2 provided two benefits:-

    1. We could keep track of the ticket and follow-up with the partner if they didn’t reply ensuring that the customer got the solution that they need.

    2. We could sometimes learn from the solution offered by the partner.

    We also made sure that we tagged these cases ‘partner’ so that we could report metrics based on our tickets, and partner tickets.

    I appreciate that this doesn’t solve you specific requirement but may provide some things to consider.

    Thanks

    Craig

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