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Forwarding Emails to an external email
投稿日時：2018年6月01日
Why do you not have the basic functionality of being able to forward tickets from Zendesk to external (non agent) emails?
The workaround using triggers and targets is frankly ridiculous and does not work as you then have to merge the response which comes in as a new ticket into the existing ticket which means the customer sees the entire ticket stream.
This is basic functionality that should be provided.
I note I'm not the first of your customers to request this - why have you not taken note of your customer's comments. To require us to purchase an app at significant cost to allow us to forward emails is not great customer service.
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34件のコメント
公式
Toby Sterrett
Hey all, forwarding an comment from a ticket as email is possible with side conversations if you have a plan that includes them. If you enable the side conversations email channel, there will be a "Forward via email" item in the comment menus in the conversation log. The comment will be included in the initial side conversation message, and you can add additional content.
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heyitsbryanm
I am currently working around it by adding everyone in the org as a light user and then adding them as a follower.
It works ok, but it can suck if you work cross-team with a bunch of orgs who don't use Zendesk.
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Service
I'm beginning to think that a simple forward email function will never happen at this rate. It's been 6 years!
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公式
Toby Sterrett
Hey all, forwarding an comment from a ticket as email is possible with side conversations if you have a plan that includes them. If you enable the side conversations email channel, there will be a "Forward via email" item in the comment menus in the conversation log. The comment will be included in the initial side conversation message, and you can add additional content.
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Julian Taborda
I can't believe the negligence of Zendesk regarding certain things. Here we have yet another simple feature that would help a lot of costumers, that has been requested numerous times for over 5 years and yet no action has been taken, not even a reply on updates-. So expensive as your product is and given the fact that your product is about customer support and satisfaction, I would expect much more from you.
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Emmanuel Buamah
It is 2023 and this request was made back in 2018 yet no update. My team needed this feature badly. This feature works on freshdesk very well.
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Service
An update would be great. As our team grows, support agents need to be able to forward mail from zendesk to other team members that do not require it.
Does anyone know of any helpdesk software that easily forwards on emails that is similar to zendesk?
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Nicola
Still no update? It's a basic thing we need in working with email.
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Mo Shujaat
This is a feature we would be very interested in as well. Our use case is to take an order email that is sent to us from a customer or vendor and then forward that email to another 3rd party while retaining formatting. Are there any updates on this feature?
1
Jerik
Any update on this?
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Joshua G
+1 SO needed for passing customers to our Sales teams. Cross-pollination between departments is a REAL thing and especially painful when we're in different tools.
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