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robert.wiesemborski

Adhésion le 15 avr. 2021

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Dernière activité le 27 oct. 2021

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robert.wiesemborski a ajouté un commentaire,

Commentaire de la communauté Q&A - Users, groups, and organizations

Hi Salim,

It seems like what you are doing is forwarind the email to your Zendesk account. In that case, you will see the behvaiour you also noticed, namely that you will be put as the requester.

What you want to do is redirect the email. However, this not possible with all email programs. 

The following are some email clients that support redirection:

You can read more about it here.

Otherwise, you might want to look into the email forwarding under Admin → Agents → Email forwarding, which allows agents to create tickets on behalf of the requester. However, for this to work, you would need an agent associated with the external email.

 

#helpsome regards,
Robert Wiesemborski
Zendesk Consultant @ helphouse.io

Afficher le commentaire · Publication le 09 mars 2021 · robert.wiesemborski

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robert.wiesemborski a ajouté un commentaire,

Commentaire de la communauté Q&A - Objects, workspaces, and rules

Hi Jeff,

You can make an SLA policy specifically for tickets created by agents. 

Simply select the condition "Role is agent" for this SLA.

If you have more than one SLA, make sure to have the correct order (most specific SLA on top, the least specific SLA at the bottom) or make sure to exclude certain tickets from other SLA by f.x. setting the condition "role is not agent".

#helpsome regards,
Robert Wiesemborski
Zendesk Consultant @ helphouse.io

Afficher le commentaire · Publication le 09 mars 2021 · robert.wiesemborski

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robert.wiesemborski a ajouté un commentaire,

Commentaire de la communauté Q&A - Objects, workspaces, and rules

Hi Marcos,

I can think of two ways how to do this:

1.) Use the Round Robin App

The app allows you to distribute tickets in different ways. One way is to have a simple, even distribution among your agents.

2.) Use an HTTP target with a JSON code

While it is not recommended to use targets to distribute tickets because of race conditions, you can use it if set up properly. Once you have set up your target, you will need to create a JSON that distributes evenly among your agents. Let me know if you want me to go in more detail about that.

In your case, I would try the Round Robin app and see if that solves your issue.

#helpsome regards,
Robert Wiesemborski
Zendesk Consultant @ helphouse.io

Afficher le commentaire · Publication le 09 févr. 2021 · robert.wiesemborski

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robert.wiesemborski a ajouté un commentaire,

CommentaireManaging your email

Hi all,

If the email, that is supposed to be archived, has one or more attachments, will those be archived as well? Or is the saving of attached files not possible?

Looking forward to hearing your input.

Afficher le commentaire · Publication le 25 janv. 2021 · robert.wiesemborski

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robert.wiesemborski a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Hi Adam,

Is it necessary that everyone in the group is notified about changes on all tickets?

If you only want the customer and the agent on the ticket to be notified, you can simply select the "Email user" option as an action. If you wish to create different messages for the customer and agent, you have to add two separate actions. 

If you can/want to share more about why everybody in the group needs to be notified, that would be appreciated.

#helpsome regards,
Robert Wiesemborski
Zendesk Consultant @ helphouse.io

 

Afficher le commentaire · Publication le 18 janv. 2021 · robert.wiesemborski

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