Sunny Wong

Hi,

We are using Zendesk Support for Email. Here is your scenario,

1) Customer email the business, and one agent gets the ticket and replies

2) The customer replies to the agent's reply, and the ticket is automatically assigned to the previous agent who replied

Is it possible to configure it such that when the customer replies, it would not assign the ticket to any agent? 

Because we have a pool of agents who can help reply.

 

Thanks,

Sunny

Hi,

We have connected Zendesk with multiple email addresses, and when we reply to a customer ticket via email, is it possible to choose which "email" to reply to the customer? 

It is similar to the "Send As" function for Outlook/ Gmail.

Thanks.

Kai

We cannot use the triggers to set values to a ticket field if the field is a text field.

However, if the field is a dropdown menu, then the trigger can set the values.

May I know if this is not possible to set ticket field via Triggers if the field is a text input? 

When we use API to update the ticket fields, we cannot update the fields when the fields are dropdown menu (selected from a list of pre-defined values) 

If the field is free text, then we can use the API to update the value.

May I check if this is intended? is it possible to update the ticket fields using API if they are dropdown menu?