Specify Requester in Forwarded Emails in Zendesk
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 address.
This command will be read by Zendesk Support, setting the specified email as the requester. Remember to clean up the email by removing the FWD prefix in the subject line and the Forwarded Message header in the body. The requester instruction will be stripped from the ticket automatically.
More related 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…
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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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