Hello, we have a third party helpdesk that is going to email our zendesk email account in order to create tickets on behalf of users they were unable to resolve the issue for. Basically they are acting as a Tier 1 support desk and they use their own proprietary ticketing system.
When they are unable to resolve the issue they send an email to our zendesk account which generates a ticket. This ticket needs to be created on behalf of the affected user and contain key information such as
Type of request:
Ideally if they were able to use mail API this would allow them to use the corresponding #'s to pre-populate the ticket when it comes to us.
#priority (#low #normal #high #urgent) *Priority wont fire if the type isnt included)
#type (#incident #question #task #problem)
Notes: "Enter Troubleshooting notes and screenshots if applicable"
We are essentally a Tier2/Final resolution team. All of our tech's will be agents.
Is this possible using mail API or would the 3rd party support team need to be "Agents"?
Is there a way to ingest tickets as mentioned without supplying them with an actual agent account? We will basically blacklist any inbound emails besides there domain to prevent any accident tickets from being created but need the ability to also have them created on behalf of the users so they are assigned correctly & generate an email indicating the ticket has been escalated based on a trigger created for new tickets.
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