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Auto-filling of personalized fields when receiving an email

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Nicolas BILLAUD

Publicado 07 de ago. de 2024

Hi everyone,

 

I'm a newbie in Zendesk but i need to find a solution for a customer.

He doesn't want to use our forms but he prefers to send us an email.

I know the first step : how to create a specific email to receive their requests.

Then, I was thinking of imposing an email template on him. But, how can I configure it to read the email, retrieve certain values ​​to complete my custom fields.

These are like parsing functions, is it possible natively ?

 

Thanks in advance for your help

 

Nicolas

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hassan over at Knots.io has a solution for this I think.  

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    Brock Mullins

    Adding to what Brandon mentioned here


    Nicolas, yes Knots.io has a great solution for this. You're also correct in your statement of ZD not having this be a native feature. Basically it's a fancy trigger that will read your specified inbound emails and match certain content of the email body into the appropriate custom fields. If they're already sold on using an email template, implementation is a breeze for this. That way we don't have to deal with the manual steps to fill the form as the agent or worry about human errors in a busy queue. This is all done with regular expressions if you're familiar with those too. Hope this helps! 🤠🚀

     

    Best,

    Brock

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