Is it possible to create a group to use as requester?


3 Comentários

  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Jessica, 
    Good day! 
    I'm afraid Using a Google Group as a support address/requestor is not officially supported in Zendesk. 
    Zendesk doesn't support the use of aliases, distribution lists, shared mailboxes, Google groups, or any non-standard email clients or services due to added complexities of routing and issues troubleshooting. For more information, see this comment on this article. Zendesk highly recommends the use of standard emails over these options to ensure the maximum deliverability of your emails.
    However, you can still connect them if necessary.
    To connect them
    1. Ensure your email forwarding is set up correctly.
    2. In Admin Center, select Channels in the sidebar, then select Talk and email > Email.
    3. In the Support addresses section, select Add address > Connect other.
    4. Type the email address in the text field.
    5. Select the Yes, I have forwarded this address... checkbox.
    6. Click Next.
    Hope that helps! 
  • Jéssica G. Bigon

    Hi Ivan!

    I'm afraid I was not clear about my need.

    What I would like to do is send an email to a pre-determined group of addresses. There would be multiple recipients of an email, so I'd like to place them as a "group", to avoid having to add them one by one.

    Would it be possible?

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Jéssica,

    This is currently not possible as there is a limit that you can only have one requester per ticket. Alternatively, you can add the other users as CC.

    I've taken a look and found that one of our Community Product Feedback Specialist logged this feature for review in this post: Multiple requesters

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.


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