A email support issue

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10 Commentaires

  • Brett Bowser
    Zendesk Community Team

    Hey Igor,

    We do not support the use of aliases, distribution lists, shared mailboxes, Google groups or any non-standard email clients/services at this time, due to added complexities of routing and issues troubleshooting. In your case, it sounds like you're using a sort of alias when adding a tag to your email address. To prevent any further issue with ticket threading, I recommend using the name@mail.com address instead. Otherwise, you could try adding your name+tag@mail.com email as a secondary email address on your agent profile to see if that helps. More information here: How can I add a secondary email address to a user account?

    Apologies for not being able to provide another solution for you at this time.

    Let us know if you have any other questions!

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  • Igor

    Hi Brett,

    I'm an end-user, so I don't want to be bothered by any complications from a resource where I'm registering.
    Tagged emails are conformed to the RFC 5233, I think it's technically possible to make a proper logic for such type of addresses.

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  • Kay
    Community Moderator

    Hi Igor, 

    Technically it is possible to built that kind of logic, of course. And there are certain parties that support it, like G Suite. Whilst this RFC is there since 2008, still not everyone has adopted this and one of the largest Email providers on earth still doesn't support this (Microsoft / Office 365). So it's still kind partially supported.

    If I understand your question correctly you are not using Zendesk yourself, and you are trying to send an email to a company that uses Zendesk, and for some reason Zendesk strips out everything on the user/requester's email address after the + sign?

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  • Igor

    Yep, I'm registered on a company site with a tagged email address, I'm opening a support request there and get a message through Zendesk to my tagged email, it's ok, after that I reply to the message and my source address is no more tagged. It seems that my reply will be lost, the company will not get it because email addresses don't match.

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  • Kay
    Community Moderator

    I just tested this on our account. And as long as you just reply to the email. It appears to work properly. The reply is added to the correct ticket. There is a unique code for each ticket, which is used for the mapping of replies.

    Here's what happened (I tested with and end-user on G Suite):

    1. End-user submits support request with a tagged email
    2. A new ticket is created and user profile is created with this tagged email address
    3. Agent responds to tagged email address
    4. End-user receives reply and replies back
    5. The email from the end-user is sent from their primary address
    6. That email is added to the ticket as an internal note, with the warning '... was not part of the conversation'
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  • Igor

    I'm just having an active support request where my email answers isn't being added to the ticket history.
    I've decided it's due to the tagged email in the initial support inquiry.

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  • Kay
    Community Moderator

    As and end-user you won't be able to see this in the email communication. You also won't see it in the same ticket. Since it is marked as internal note. However the agent does see it in the ticket.

    The first comment is step 1 from my previous post.
    The second comment is step 3.
    The final comment (internal note) is step 5 and step 6

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  • Igor

    Ok, thanks. It seems I got it wrong.

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  • Andrew J
    Community Moderator

    There are easy solutions to this. When you first open the support request, request that your main email is added to the ticket as a CC, or ask that your main email is added to your user profile, otherwise you can follow the link and loud in to the helpdesk and make your reply on the website rather than via email. Any is these should work in most cases.
    Fundamentally you are replying to a ticket with a different email address than what the ticket was opened by.

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  • Dan Cooper
    Community Moderator

    Another thing you can ask that company to do is add your actual address as a secondary address onto your Zendesk account. Zendesk will always email the primary account (which you could request to be your + address).  Then any reply from either address would count as an update from you as the same user.


    This is actually problematic for those of us that need to email a user's second email address because Zendesk defaults to only allow us to send to the first one, so this may work in your favor if the company is willing to set you up like this. 

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