Ability to forward emails into an existing ticket

Is there any current updates for this ticket?  Has ZenDesk added this functionality?  This is a huge deficit if not, I'm coming from using Axosoft as a product and that had a really nice feature to be able to match emails to existing tickets by using the ticket # in the subject line.

I'm hoping someone can tell me this has been resolved and what the solution is in ZenDesk?

Thanks.

@Amanda Bohl - no new functionality, as far as I can tell. It has to be on Zendesk's priority list by now.

The macro workaround higher up this thread is what we are using.  Just be careful to check the setting highlighted by Gregory Batty here -

https://support.zendesk.com/hc/en-us/community/posts/203191413/comments/360001516067

We use a trigger to send out an automatic email notifying requesters that we got their ticket and providing the number. Some of these tickets come from third parties or other ticketing systems. Do you think we could also include the ticket encoded ID to make it easy for them to respond and have it update? 

This would be a fabulous feature!

Zapier is an additional app to manage that comes at an additional cost (for Zendesk integration). It works to do just this.

After reading this thread I figured that was the only feasible way to go. I set up a two-step zap (about 10 minutes) that:

1. Takes an incoming email
2. Finds the related Zendesk ticket by matching the email subject to the ticket number.
3. Adds the email body as a comment.
4. Adds any attachments as attachments to the same comment.

In addition to sending one-off emails as ticket updates, I can now create zaps to have my other apps (ASANA, Trello, Clickup, etc.) trigger emails to the same address to update tickets from them all.

Hi Justin Can you give a bit more explanation, the subject lines from customers the same subject title  thanks This is a problem we have been trying to sort out for ever

thanks 

Adam

@Adam Fronteras, here's a more detailed breakdown of what happens...

I have or create an email that I want to be added to a Zendesk ticket.

I make the email subject the ticket # (like 3103).

I send an email to a special address that Zapier provides.

Zapier receives the email.

Zapier extracts email subject text and looks for a Zendesk ticket with the same number.

When Zapier finds a matching Zendesk ticket, it creates a new comment in the ticket.

Zapier then adds the email body text to the new comment and adds any email attachments to the new comment.

All done. New comment complete.

Does that help?

The problem we have is our customers do not want to see the Zendesk ticket number in the comments (unless it is right down the bottom) as we have to use their systems ticket number

@Adam Fronteras

The ticket number doesn't get written to the comment. Just the email body.

Hello,

I found this post of 4 years ago. But from my understanding, the only solution would be to run a macro ticket by ticket and copy-paste the ID provided, right ?

This unfortunately would not work for me, as I would like to receive a notification email from am other system, based in the ticket #.

Is a similar solution available now ?

Otherwise, is there a Web API that would permit a similar behaviour ?

Thank you very much

Hi @Stephanie CETTOU,

Maybe this has been discussed above already, so apologies if this is a duplicate post.

I found it helpful to create a macro that adds an internal note to the ticket. It just prints a note with the info we want, which is the "ticket.encoded_id".

Here's what my macro looks like:

Once the internal note is added I grab the encoded Id and pop it into the subject line of the email I want to add (double check, but I think maybe the encoded Id has to be the only thing in the subject? I don't remember for sure off the top of my head), and send it off to our default Zendesk email address. Viola! it's included in the ticket. 

You can also use hashtags in the message to make it a private note, etc. More on that here. e.g. if you want to forward a message and make it a comment, but not notify the customer use #public false and it'll make private note.

Hope you find this helpful! I've found it to be a decent, if slightly tedious workaround!

Best,

Micah

@Micah - the encoded ID can be appended to the subject.  That's how we use it.  We have more or less abandoned side-conversations in favour of this method.

@Richard,

Oh--great, thanks for the clarification!

Hello,

thank you very much for these answers!

Unfortunately, this method doesn't really work for me, as I would only have the ticket #.

It would not work on our process to run an API for every ticket. We would like to be proactive and if I ask an agent to run the macro to copy the internal ID, we will not always remember to do it. 

The thing is that I don't want to follow exactly the flow to redirect an e-mail into a ticket.
I would like to use an external web service, to add a notification into a specific ticket.

Not sure if clear. However, indeed, the only information that I would have is the ticket number.

Best,

If you want to automatically display the Encoded ID without having to run a macro manually, you can use this method.

Setup a new Ticket Field

1. Create a new Ticket Field (Text) - note down the field ID
2. Add the Ticket Field to your Ticket Form

Create a HTTP Target

1. Create a new HTTP Target (Settings > Extensions) with the following settings

• URL: https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json
• Method: PUT
• Content type: JSON
• Enable Basic Authentication (failing to do this will cause the target to fail)

Create a trigger

1. Create a new trigger that will run matching your required conditions
2. Add an action: Notify Target 
3. Enter the following JSON

{
"ticket":

{
"custom_fields": [{"id": INPUTFIELDIDHERE, "value":"[{{ticket.encoded_id}}]"}]
}
}

Now each time your trigger conditions are met, the ticket will display the Encoded ID as per below.

@Nicole - Community Manager

It looks like we have never received an official Zendesk response here. Can you help a brother out?

Hi Alejandro - 

If there's no update from the product manager, that generally means that there isn't anything that we can share about this request. 

Nicole

Can you share if it has been picked up?

If it is planned?

If we definitely won't see it in 2020?

If we need to supply more use cases?

If it needs more votes?

Anything?

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Update 2020-06-10: @Stephen Belleau

I tried to reply to your very nice comment. But, my response is awaiting approval and I am not sure it is going to make it since I was just served a CoC violation by the Zendesk Community Team. Hopefully, it will make it through to you soon but I am not sure if it will. 

Hi Alejandro, 

As stated in the Product Feedback Guidelines, we do not generally share ETAs in the community. I don't have information on whether or not the product team will be picking up the request or when it may or may not happen. That depends on many different factors that impact the roadmap planning process. 

So long as the request is open, it may be considered at some point, and users are welcome to continue to vote and add use-cases. The number of votes and details shared in the comments do help product teams to prioritize requests based on need and impact. But there's no set in stone number of votes or timelines for when a given request will be considered. 

@Nicole - Community Manager

I have observed @Alejandro Colon investing so much time in the community over this past week, creating dozens of feature requests, sharing detailed use cases, and commenting on posts like this. He has even encouraged other users to not give up hope.

We all understand that timelines can't be committed to, but is it out of the question to have Product at least acknowledge the request and say "This is not a priority for 2020" or "We see the need and are reviewing roadmap priorities to see if/when it can fit", or "Tell us more about how this is impacting you".

More transparency and product acknowledgement would be great. Please keep Alejandro engaged! You have an incredibly invested power-user with a wealth of feedback to share, and I would hate to see him lose hope and see the feedback community as a black hole. 

@Alejandro Colon Also, I need to apologize. You've submitted several posts that resonate with our own use cases and I have yet to find the time to chime in and upvote. I see you, and appreciate your efforts to make this platform better for all.

@Stephen Belleau

Thank you for your kind words and you have no need to be sorry. I really appreciate you going out of your way to post that.

I completely understand that everyone is busy and not able to devote as much time as they would like to the community. I recently have had some free time and I have been lurking this community for years before I eventually had the time to participate in a meaningful way. 

--------------------------

I completely agree with what you are saying in regards to requesting some more transparency and acknowledgement from Zendesk concerning feature requests. 

I personally do not think it is too much to ask that Zendesk acknowledge a request and say as you stated, "This is not a priority for 2020." Maybe even a little something along the lines of this is not something we are actively planning on NOT doing. I would take a "We have no reason why we would not implement this in the future." I have seen feature requests where Zendesk has responded that they are not going to implement a feature request and I would much rather have that response than no response from Zendesk. Obviously, only if it is true. Please do not lie. 

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Seriously, though please do not feel obligated to upvote or chime in just because I posted something or asked for a vote. I really try and preface any post asking for support that people only support if they feel comfortable with it and it aligns with their use cases. Thankfully, it seems like that is what you are referring to and I am glad. 

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I would also like to say that Nicole has been a major force in pushing this community in the right direction. Without her, people like me would not be this committed to the community. I know as a Community Team there is only so much you can do or even say in some cases.

While I can only speak for myself, Stephen is absolutely correct I sincerely would like to make this platform and community better. I hope that it does not seem as I am simply saying that, I believe that my actions have been able to show that as well.

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Last thing before I get off of my soapbox. 

I shouldn't have to but I kind of feel obligated to say the following statement. 

"I did not ask Stephen to say or post anything. As far as I know, I do not know Stephen outside of this community, and to my recollection, I am not quite sure we have spoken before. I have posted a lot so I cannot be absolutely sure we have not spoken before. But, I can say for sure I did not ask or pay anyone to post nice things about me."

lol I just wanted to make sure that was clear. 

To Nicole:

It is a disgrace that ZenDesk in no way comes with a proper response to a feature request which is supported by lots of users and which was requested FIVE years ago. 

@Michel Schuurman

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Please do not take this response as an accusatory or inflammatory, I am simply speaking from my experience with trying to make some changes to the community, product, and moderation.

I also do not want my response to indicate that you should not post at all. It is actually quite the opposite, we need more people like yourself in this community who have strong feelings about the product and are willing to share your feedback with Zendesk. 

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While I agree with your sentiment/frustration, I am not sure with the way your comment is worded that it will bring any meaningful resolution or attention to this feature request.

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I agree that it is frustrating that the Zendesk Team does not always give us insight into the status of feature requests. But, in their defense, they explicitly claim that they will not do so in the Product Feedback Guidelines. 

That being said, I do believe that it is possible to change this overall Zendesk mandate by appealing to the Zendesk Team as users of their product. I have done so here. Feature Request: Public Zendesk Product Roadmap

I would encourage you and all others that would like to see Zendesk change their policy on providing the status of feature requests and products to go there and show your support.  

If you feel that my feature request does not adequately cover everything you would like them to change, feel free to create a Feature Request that does. I will be more than willing to show my support for it. 

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I say all of that to say, that you (and everyone else in this community) will be better off served by wording your responses in a way that is more in line with professional conduct. It is, as they say, "you get more bears with honey than with vinegar."

The Community Team and the Product Team do read all of our posts. So, if I can make a suggestion, I would word your post in a way that shares your frustration and dissatisfaction but I suggest phrasing it in a way that is more clear as to the fact that it is your frustration that Zendesk is not meeting your personal opinion of what they should be doing. 

It's absurd that this isn't a standard feature of Zendesk. EVERY ticket system should have this.

Can we please get this feature implemented? 

I lately like Zendesk is shouting at me, look your self for another helpdesk system, if you want anything done.

 it's really sad and frustrating.