Request: Allow support addresses to create a ticket via email.
To start with the use case: it's not uncommon that we need to initiate an email to one of our customers (e.g. "Let us know when you have logged off the virtual machine so that we can expand the memory"). We want to send that from our primary support email (support@mydomain.org) so that any replies will be delivered to Zendesk. But we'd also like to copy zendesk with a CC copy of that original email so that we have a ticket in Zendesk to track the communication, particularly so that we can follow up if we get no response).
Unfortunately, at the moment, because that initial email has a reply address of the primary support address, the ticket is suspended. This means that today we simply do not include support@mydomain.com as a cc address; if the user replies, we get a ticket, but we need to track this communication separately to cover the case that the user does NOT reply and needs followup. And of course having separate systems to track follow-ups is less than ideal!
My proposal - if the domain of the support address is included on the white-list of allowed domains and addresses, this would override the suspension of messages from the support address. Or perhaps we could be a bit more specific, if the individual email for the support address is in the white-list, this bypasses the suspension.
Less desirable alternative: if there was some keyword that we could place into the message that would tell the code determining whether to suspend the ticket that this was intentional, then that could be the trigger for the override. Something like "action:create_zendesk_ticket" would virtually never occur naturally in a message (avoiding false positives); if we embedded it by hand in our email signature, it wouldn't be too obtrusive to the recipient of the email.
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See comments in the "Why can you not CC a support address or use in side conversations?" article.
Basically, you will need to add your email addresses as End Users within your Organization. To clarify, you will need to add your company (if it doesn't already exist) as an Organization, then add the emails as users of the Organization. From there, manually verify the email addresses and you should no longer see those go into the Suspended Tickets queue.
~Konstantin
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I'm not entirely clear what you mean by "add the emails as users" - which emails are you referring to? (The accounts of our members, or the support account?)
My company was already an organization, and all of the people in the organization were already listed as users. However, our primary support address is not listed in the organization (is that the email you were referring to?) and if I try to add it, I'm told I can't because it is a support address.
I'm actually wondering if we're looking at different problems - the thread you point talks about cc a support address (I assume as a CC reply on an existing ticket), but my problem happens earlier - If I cc the main support address (support@mydoman.org) from the very original email in the email system before the ticket is ever created, a ticket is created but suspended.
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