Jared Spires

Sorry to bring this up again if it already has been, but is there a way to export attachments with the ticket export? Thanks!

It would be great to allow restricted agents to forward emails/tickets directly to groups they are not associated with. Currently, as a restricted agent, if you forward an email to a support address, it will automatically assign the ticket to the default group of the agent that forwarded the ticket. The agent then needs to go into the ticket and reassign to the proper group.

For instance, if a Facilities ticket is emailed directly to an IT agent, and the agent tries to forward it to the support address associated with the Facilities department (facilites@xxxxxx.com), it will still be assigned to the IT team until an IT agent reassigns the ticket to the Facilities group.

This seems like a major flaw. Agents can currently email these groups with no problem, but they cannot forward to them.

https://support.zendesk.com/hc/en-us/articles/4408836514202-Passing-an-email-to-your-support-address