Handling Incorrect Brand Tickets in Zendesk
What happens if an agent creates a ticket with the wrong brand in Zendesk?
If an agent creates a ticket with the wrong brand in Zendesk, the email sent to the customer will appear as coming from the default support address of the brand associated with the ticket. This can lead to confusion if the brand is incorrect. To prevent this, ensure that agents select the correct brand when creating tickets. You can also use the Select An Address app to change the email address sending the reply, which can help maintain brand consistency in communications.
More related questions
How do I add a support email address for a specific brand in Zendesk?
To add a support email address for a specific brand in Zendesk, navigate to the Admin Center, click on Channels in the sidebar, and then select Talk and email > Email. Next to the brand you want to create a support address for, click 'Add address'….
What should I consider when using multiple support addresses for a brand in Zendesk?
When using multiple support addresses for a brand in Zendesk, remember that your account has a single email template that cannot be modified by brand. To vary email notifications based on the brand, you can create multiple triggers. Also, note that…
Can I change the brand associated with a Zendesk support address?
You cannot change the brand associated with a Zendesk support address once it is created. To change the brand, you must delete the existing address and recreate it under the desired brand. However, if you have an external support address, you can…
How does Zendesk handle tickets sent to multiple support addresses?
In Zendesk, if an email is sent to more than one of your support addresses, only one ticket is created in Support. This means you won't have duplicate tickets for each support address that received the email. To manage these situations, you can use…
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