Requests into Zendesk via Email

2 Comentários

  • Dave Dyson
    Zendesk Community Manager
    Hi Joseph,
    If you don't want to accept tickets created via email, you could create a trigger that looks for newly-created emails where the channel is email, send a notification to the sender directing them to create a ticket via your ticket form, and then closing the ticket. You might also include a message in email notifications sent when you solve a ticket, that followups should be created via the ticket form (and include the link to make it easy for your users to find).
  • Mastriano, Joseph

    We like this approach and we are going to give it a try and see if it cuts down on the tickets coming in lacking the information needed for routing.  Also, like the follow up notification idea on solved tickets. 

    Thanks Dave!




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