Mo Elsopki

This is a possibility but i'd say 99% of the time, the customer will just email another department off the back of a ticket being resolved. They won't be advised to email another department as we would reassign the ticket ourselves to the new department with an internal comment if that were the case

I think you were spot on when saying "Frustrating, I know!"

We do option 1 already as we have no other choice. We can't inform all our customers not to forward, we already have this on our auto replies but it isn't effective. We use the support portal anyway but can't do this due to the volume of customers we have 

So, to clarify, customer emails Department A and then forwards the email to Department B but contains sensitive medical information that only Department B need to see. Instead of the intended department (Department B) seeing this Department A (the wrong department) will see this data? 

 

Hi Molly

We currently use “ticket is created” in our triggers. A reminder of the main issue we’re encountering.

• A customer emails one of our Zendesk based departments, for example Finance
• Finance then responds to the customer and handles their request
• The customer then forwards the email on to another Zendesk based department, for example Support with another request
• The ticket with Finance will then reopen whilst the customer’s request should have gone to Support

This is currently happening every day and causing response SLA delays for our customers. It has also caused one of our teams to come off of Zendesk and prompted the company to look at alternitive solutions 

I have the below problem

• Customer emails one of our Zendesk based departments i.e. Finance
• The department responds to the customer
• The customer forwards email on to another Zendesk based department i.e. Support
• The original ticket updated and opened in Finance and not Support

Any ideas how i can fix this as Zendesk have been unable to help? 

This has gone on far too long and pointless voting. I asked Zendesk this week for an update and their response was; 

Agreed, we're in the same boat!

I'm getting the same, any updates?

No updates on this one no?