Requests into Zendesk via Email
Hello,
We try to rely on ticket forms to collect the required information to act on the request and then route it to where it needs to go. Some customers are creating a ticket via a ticket form, we solve their issue, and then they will send us an email directly using the from address rather than filling out a form. This causes a processing delay because the ticket ends up being routed to a generic group where staff have to determine where it needs to go to be resolved.
We are looking for a way to better control this so that customers can’t create tickets from the support email address so we can more efficiently route these requests. However, we still need the ability for customers to receive email from our agents requesting additional information.
Any suggestions on how to handle this would help, thanks!
Joe
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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).
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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!
Joe
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