Common Issues with Zendesk Agent Forwarding
What are the common issues with agent forwarding in Zendesk?
A common issue with agent forwarding in Zendesk is when the agent becomes the ticket requester instead of the customer. This happens if the 'From:' line in the email body only shows the customer's name without their email address. Microsoft Outlook often causes this by stripping the email address from the message body.
To fix this, use the #requester Mail API command at the top of the forwarded message, followed by the customer's email address. This sets the ticket requester as the customer, not the agent. If possible, consult your email administrator to prevent the removal of the original sender's email address.
More related questions
How do I set up agent forwarding for emails in Zendesk?
Agent forwarding in Zendesk allows agents to create tickets from forwarded emails with the original sender as the ticket requester. To set this up, ensure that email forwarding is enabled on the Agents settings page. The person forwarding the email…
Can light agents forward emails to create tickets in Zendesk?
Light agents in Zendesk cannot forward emails to create tickets with public comments. When a light agent forwards an email, the customer's comment will be added as a private comment because light agents lack permission to make public comments. If…
How can I keep the original agent as a CC when forwarding emails in Zendesk?
To keep the original agent as a CC when forwarding emails in Zendesk, you need to manually add them as a CC. Unfortunately, there isn't an automatic way to do this without the agent taking action beforehand. One potential solution is to create a…
Why do forwarded emails in Zendesk sometimes have a pre-set group?
Forwarded emails in Zendesk may sometimes have a pre-set group due to the system's logic, which might not align with your expectations. This can be problematic if your setup relies on tickets arriving without a group to trigger specific workflows….
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