How can I automatically route/deal with emails that come in?
How can I deal with, route, and respond to requests for multiple departments in my company?
A neat feature of Zendesk, is that you can use any prefix with your Zendesk instance.
Here at z3nBone Monkey Wranglers LLC, we’d like to be able to deal with requests to various departments, so we simply create whatever prefix we want!
| IT | it@z3nbone.zendesk.com |
| Maintenance | maintenance@z3nbone.zendesk.com |
| Sales | sales@z3nbone.zendesk.com |
| Support | support@z3nbone.zendesk.com |
| Banana Supply | banana@z3nbone.zendesk.com |
OK, that’s neat, but what can I do with it?
- You can create triggers to modifywith each incoming address
- assign to a specific agent, or group of agents
- Create a custom view based on that incoming address
- Send a custom notification based on that incoming address
- lots more!
You can create a trigger to route to a group or agent:
- Create a trigger where Ticket received at… your desired address
- Perform these actions: Group is Support (or your desired group)
You can create a view for all tickets received at your custom address:
- Create a view where Status is Less than Closed (or desired option here)
- *Ticket received at… * your desired addresss
What if I use forwarded addresses from my own domain?
No worries! - you just need to have each address forward to the appropriate email address in your Zendesk.
| it@z3nbone.com | it@z3nbone.zendesk.com |
| maintenance@z3nbone.com | maintenance@z3nbone.zendesk.com |
| sales@z3nbone.z3ndesk.com | sales@z3nbone.zendesk.com |
| support@z3nbone.com | support@z3nbone.zendesk.com |
| banana@z3nbone.com | banana@z3nbone.zendesk.com |
Now, go have some fun with your new custom email prefixes!
Best, Dr. J
Your Homework:
- Organize incoming Tickets based on incoming address
- Getting Started with email in Zendesk
- Here is a great article that has a wealth of information regarding using triggers.
- How to setup email pass through from YOUR domain to your Zendesk email address
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