Feature Request: Email forwarding
We do require is the system to recognize light agents similar to full agents when they forward an email into Zendesk.
We will be having a huge amount, thousands of light agents in our future full deployment. These light agents are our Outside Sales people. They are forwarding emails received by customers to the Inside Sales Support teams, who are our Zendesk full agents.
We would require the following behavior:
- Recognize an agent is forwarding an email (regardless if full or light)
- Enter the forwarding message as internal note
- Search for the email delimiter and open the ticket on behalf of the original sender.
- Insert the forwarded message of the original sender as a public reply.
In the settings for this feature in Admin Center there is no hint, this feature is limited to full agents.
Please make this happen. It is so much manual work to change the ticket requester of emails forwarded by our light agents. Additionally, even if we do so, the customer's original message remains an internal note.
I think those features will really help the communication with the light agents. Please support this request.
At the moment the behaviour of the system is not optimal. We have thousends of tickets evey week and some of them have been forwarded by light agents. In these cases we have to manually copy the customers email comments to the next public reply so that the customer has a reference to our answer.
That would be a great improvement. Such tickets come to us every day and for now we have to deal with them manually.... I hope that a solution to this problem will be implemented