Create trigger to remove end-user's info (name, email, etc.) on tickets received from specified email address

3 コメント

  • Devan La Spisa

    Hello Eric,

    So in terms of what you are describing to this is something that isn't supported in the base platform and is not recommended as a best practice. We would suggest using the API to create tickets with the correct requester's info. I've gone ahead and linked an article that breaks down how to set this up and please let us know if there is anything else we can assist you.

    Building a Custom Ticket Form with the Zendesk API

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  • Eric Haley

    Hi Devan,

    Thanks for the response. I'm not sure you understood my request. Also just to clarify, we run the Enterprise edition. 

    So, the alerts we receive are for Amazon reviews; provided via a third-party company (not Amazon). The alerts notify us each time a new product review is posted to one of our Amazon product pages. All of these alerts come from the same email address (support@example.come). However, each alert pertains to a different consumer's product review.

    Thus, every alert is not associated with the same user, like Zendesk thinks it is. Because every alert comes to us from the same email address and Zendesk associates an email address with one user, I need to find a way in Zendesk to take the alert emails we receive from support@example.com and input a new user's contact information (a different email address, name, etc.) for each alert.

    Unfortunately, a custom ticket form (or any ticket form, for that matter) will not work for addressing this situation. First, we cannot direct Amazon customers to any URL other than an Amazon URL. Second, even if we could, asking each consumer to contact us via a different ticket form on a different website would be a cumbersome process for my team, but more importantly, terrible customer service for the consumer.

    Do you have any other ideas on how we can accomplish what I'm seeking to do? Thanks again.

    Sincerely,

    Eric

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  • Devan La Spisa

    Hello Eric,

    Sorry if I misunderstood your original request. So after looking into your request what you are describing is something the suite doesn't provide. This is mainly due to Zendesk treating every email address as a unique customer, which is where the root of your issue lies. This could possibly be changed using the custom code but as the system currently stands this isn't possible. 

    If this issue is something that is severely impacting your business there may be some workarounds we could try to troubleshoot for you with one of our advocates. I would also recommend posting your request in our product feedback forum for our devs to see.

    Support Product Feedback

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