Ability to forward emails into an existing ticket

We are able to make this "fix" work, but the fact that the email being forwarded is held in "suspended" tickets until myself or one of my team leaders moves it forward limits it's usefulness. The agent is normally forwarding the email so that they can respond to the end-user via the zendesk ticket. They can't forward the email, wait until someone checks and forwards Suspended tickets, then respond.

+1 for this feature.

Seems like a big oversight that this is not already a feature of ZD, and that this thread as been open for two years asking for this (apparently simple) enhancement.

Thanks,

Eric

In our company we also need this badly. 

Can ZenDesk please give us more info on how to achieve this?

@Heather R: thank you very much for that macro!

i was looking for such a feature in ZD, found this support thread, scrolled to your post, setup the macro, tested and failed a few times (because of a typo oops!) but then once i fixed the typo it worked BEAUTIFULLY!

who cares if this isn't entirely baked into ZD? setup the macro, share with your team and get on with it already. couldn't be any easier. thanks again!

I have used the macro as shown above, but it won't leave a private comment. It's always public. What do I have to change for it to come out private?

This is also a problem for us, I have setup the macro which works but it is wasting agents time having to run the macro in Zendesk, copy the code, delete the code in Zendesk then paste it into the email. Surely there is an easier, less time consuming way?

@ Jeremy - sorry I'm just seeing your comment and I bet you already solved it....

I have used the macro as shown above, but it won't leave a private comment. It's always public. What do I have to change for it to come out private?

I would imagine you have to add or update "set comment mode" to Private

Does that work for you? If not, definitely email support at support@zendesk.com

@Heather R I tried your tip but when executing the scneario/macro I just get the brackets with no ID in between. Do you have any idea why? Please see images below. It's in Swedish but the important part is the formating of the macro I guess and that's exactly like you wrote it.

Macro: 

Result:

I wanted to bump this thread. The macro worked for me at first, but now I am having the same issue as was reported by Jeremy. Nothing has changed within my macro, and "Comment Mode" is set to "Private".

Also, I second Michael Hoyt's comment. It would be nice to have this as a built-in feature.

I've used the ticket token for almost a year to forward tickets into "existing" tickets. This JUST stopped working for me and I now notice a new ticket is created even though I am using the ticket_encoded id in the response. Nothing has changed on my side so apparently Zendesk has done something.

What's going on? This is really bad for our current workflow.

Johan

I just want to reiterate that the lack of this feature is a big miss by ZenDesk. MANY customer of ZenDesk will find this to be a very useful feature.

For a point of reference/comparison, Cisco TAC's case management system has two email addresses to which you can forward an email: one for internal case notes, the other for public (customer-viewable) case notes. All you had to do was:

• make sure the subject line included the TAC case number
• forward the email to the appropriate email address (depending on whether you wanted to attach the email as internal or public note)

This feature is VERY well-used in TAC for easily adding emails into the case notes. It also allowed us to add WebEx invites to the case notes very easily (by simply including the attach email address to the list of attendees).

Johan,

I am sending you an email at this time to look into the behavior you're experiencing! Please, be on the lookout for my email.

Awesome Ricky, thanks for looking into this - we LOVE this feature. And it seems more people feel the same :)

Update:

I found a setting that I believe was causing the issue (update via email going public).

This is in Admin > Settings > Tickets > Settings > Comments > "Agent comments via email are public by default".

Hope this helps!

We are currently evaluating ticketing sustems to replace our existing Sharepoint solution. I can honestly say that if we cant forward email to a specific ticket; Zendesk isnt an option.

This is a bit of a workaround that will only work for agents, but for some it is an easy way to forward emails into tickets or even just create quick response emails to make different types of NEW tickets.

So as an example I would forward an email to create a new ticket assigned to myself by forwarding the email and adding the following to the body:

https://support.zendesk.com/hc/en-us/articles/203691006-Using-the-Mail-API-to-update-ticket-properties-from-your-inbox 

@Adam Peterson,
I cant seem to zoom in on your screenshot but perhaps your brackets need to be fixed. It has to be exactly [{{ and }}]

https://support.zendesk.com/hc/en-us/profiles/995036246-Heather-R this solution is working for us

Awesome, Vinod!

Hi @Heather R

Thank you for sharing your workaround--very helpful!

We are trying to forward attachments to the zendesk ticket which have come through to our personal email so we can reply to the customer via zendesk. 

Will try Heathers work around. We are also new customers and wouldn't have bother with zendesk if we'd known this function wasn't available before signing up

Mind-boggling that this isn't out-of-the-box functionality in Zendesk.  In Salesforce it's as simple as pasting the ticket ID# anywhere in the new email chain before you reply (or forward it). That instantly merges the new email chain with the existing ticket / email chain. 

This still doesn't exist?  I have never used a ticketing system that DOESN'T have this feature.  Odd, considering ZenDesk is one of the leaders in the space.  

What I usually see is anything with a #ticketnumber in the subject auto attaches.

Can I just add that this is something we - as brand new users - would love to see added.  We thought it did it...until just now.

How do I add an email to an existing Zendesk support ticket?