We applied the Email Forwarding feature of Zendesk so that emails received from customers through our external (non-Zendesk) email is integrated into our Zendesk platform by creating a ticket for each email.
When this happens, our external email address is included as a CC to the ticket. This email of ours is only a CC in the ticket as it is not a registered Support address on our Zendesk account. It simply forwards emails to one of our registered Zendesk Support addresses.
We want to make a Trigger or Automation with the condition filtering all emails we have with our external email as a CC. However, Zendesk only has the option to filter out registered support emails via the Received at condition.
It would be an easy solve for us if we just register our external email as a support email for our Zendesk account. However, adjusting the way our external email is set up may cause issues with how we receive emails so we are trying to avoid this.
Hoping that you could add CCs as one of the possible conditions for Triggers and Automations.
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