Add tags in email subject or email body

4 Comentários

  • Carsten Falborg

    Hi Jo

    This is not easy to do in Zendesk - The only solution i see is to create a trigger that look at which timezone the requester is in and then activates a target that changes the subject via Zendesk API.

    Instead i would use the same trigger to add a tag to the ticket "origin_us" or similar, and then create a view to show you all tickets with that tag.

    In regards to the company name and logo, you are looking in the right place. Take a look at this guide to help you out: https://support.zendesk.com/hc/en-us/articles/203663236-Customizing-your-email-templates 

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  • Jo Herbert

    Hi Carsten

     

    I have the tags already set up, so I know which tickets/organisation/users are in the USA. What I need is a way for ZD to be able to see the tag in the ticket then edit the subject to include that tag "USA". 

    This is so our US agent can spot the emails from Zendesk quickly and set up email rules for that tag. 

     

    I have looked at customising the template but I am not a software person so I do not have the 1st idea on how I change that template, currently we are using the default one in ZD. 

    Can you give me a template to use?

    Thanks

     

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  • Jo Herbert

    Any further ideas on this?

     

    Thanks

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  • Carsten Falborg

    Hi Jo.

    Sorry for the late reply. Unfortunately I do not have an email template you can use. Working with email templates is a tricky thing to do. Because not all email clients displays templates the same way.

    Regarding the changing of the subject I'm gonna test something out and get back to you if it works...

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