Ability to forward emails into an existing ticket

+1 requesting this functionality. Please help us !!

I know this is an old post, I swear I've seen this as an ability before, but now it's not working anymore.

Has there been a change since this post?

Did Zendesk add the feature or is this a lost cause?

Has there been any more movement on this? If this is an added feature can someone share the how to on doing this as I wasn't able to find it in my search.  Thanks for any help you can offer.  

Nicole

Benjamin Kirsch do we have an update  this feature?

I've developed an MVP to address this problem, and you can watch a demo of it here: [MVP Demo](https://youtu.be/In-vUSnCQ6U).

This integration empowers authorized agents to seamlessly forward emails to a designated email address associated with a web service. This web service, in turn, automatically appends a new comment to the corresponding ticket based on the ticket ID specified in the email's subject line.

If you're interested in trying out this MVP, I can set up the integration for you. Future development efforts will be driven by the number of users committed to using this integration.

To express your interest and get in touch with us, please fill out the updated Google Form, and I'll contact you promptly.

https://forms.gle/MUrZRQ9nxZRFfKZR6

Given that there has been no response from Zendesk for a very long time. I am planning to build the intergration instead. I do require some information and also some process validation. To those interested please fill out the form here https://forms.gle/nrYib7gvJE9jGM2H6  

If I have further questions. I will reach out to each of you directly. Thank you :)

I think Roger put the requirements perfectly (previous post, above ⬆️).

To add our use case. We run orders and support requests through Zendesk.

When we ask customers to email supporting materials in (i.e. photographs, or forwarding emails form other people) they will often send to my direct email address or, if they have it, the email off a colleague.

This happens mostly when the customer (requester) is:

1. In a hurry
2. Not computer-savvy (yes they exist still!)
3. Lazy

(Or a combination of all three.)

Manually adding ticket content into Zendesk is time consuming without the ability to forward.

We do sometimes forward then merge, but this creates a myriad of updates to the customer about new tickets, and when that customer is already confused by their computer, this can cause further problems with that customer, leading to further inefficiencies. 

So the ability to forward or reply, and add something to tell Zendesk to add that email to a particular ticket (and whether or not it should be private or public) would really save a lot of hassle. 

+1 for this functionality.

At my last job, we had the ability to forward an email to the support email address, and if it included the formatted ticket tag in the subject or body of the email, it would be added to the ticket.

So we could reply to the customer from our regular email, CC the support address, add the ticket tag, and the reply would go to the customer and add to the ticket thread.  If the customer does a Reply all, it goes into the support ticket.  If it only came to me, I just forward the email to the Support address and it gets added to the ticket.

This is crucial for maintaining the paper trail of all conversations around the ticket.

Example ticket tag:     [XJ370319]

If you build this, it would also be great to be able to add another tag like [private] to make it an internal comment only, and that it would notify followers of the ticket, but not the customer.

I contacted support to see if this feature is available yet and they directed me to this post to upvote and comment as for a use case.

I see that this post was started in 2015 (8 years ago) and there are comments that development is working on it and would be released in a future update.

I'm new to Zendesk coming from Goto Assist Service Desk which I have been using since 2010 and they have that feature.

As for the use case, there are many times that a ticket is created and instead of the customer or others on the ticket replying to the ticket, they send another email.  I want the information from that email to be added to the ticket as it might be critical for a solution.

With GotoAssist Service Desk, all I had to do was forward the ticket to my own company specific email address with the Ticket Number in the subject and the ticket would get updated.

I work for a software company and this should be a relatively simple solution to do.  Do know why its taking 8 years and still no solution since so many people have asked for this.