Forwarding Emails to Support - Frequently asked questions
Frequently asked questions
How do I forward an email to create a ticket in Zendesk?
To forward an email to create a ticket in Zendesk, simply send the email to your support address. This will create a ticket with the original sender as the requester. If the user isn't registered, a new account will be created for them. However,…
Can light agents forward emails to create tickets in Zendesk?
Yes, light agents can forward emails to your support address to create tickets, but with limitations. When a light agent forwards an email, it creates a ticket with a private comment, not a public one. This means that the forwarded email will not…
How can I enable email forwarding for agents in Zendesk?
To enable email forwarding for agents in Zendesk, an administrator must log in and navigate to the Admin Center. From there, click on Workspaces in the sidebar, then select Agent tools > Agent interface. Scroll down to the Email forwarding section…
How do I specify the requester when forwarding an email in Zendesk?
To specify the requester when forwarding an email in Zendesk, you need to insert a simple instruction in the email body. At the top of the email body, enter:#requester {requester_email}where{requester_email}is the requester's email…
What happens to CC'd users when forwarding an email in Zendesk?
When an agent forwards an email in Zendesk, the original list of CC'd users is not included in the forwarded email. Forwarding is configured to only look at the From field in the body of the forwarded message. This means that any CC'd users on the…
Can I use triggers for forwarded emails in Zendesk?
Forwarded emails to your support address don't have a specific attribute to differentiate them from regular email tickets. However, agents can use the Mail API command#tagsin the forwarded email to automatically add a tag to the ticket. This…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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