Ability to forward emails into an existing ticket

This is already a feature, but apparently nobody realizes it?

Just forward the email to this exact format:

support+id PUT TICKET NUMBER HERE@YOUR SUBDOMAIN HERE.zendesk.com

for example:

support+id5248@joescomputerhelp.zendesk.com (Yes you include the + sign)

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@Hire Technologies    The Support+id   does not work any more for two reasons 1) Zendesk security changes mean that these are automatically put in the suspended queue , so meaning someone has to manually un suspend them, 2) it does not work with Office365 which checks its a valid address 

Works fine for us, via outlook using office365. But yes, you need to do an unsuspend on the zendesk side, which can be done in bulk if you have a high volume of tickets. We have our suspend notification threshold set to 10 minutes, so that we know right away if a suspended ticket comes in.

That being said, we rarely get any other suspended tickets, so anything that slips through a couple times a year doesn't hurt.

Hey everyone,

Thanks so much for taking the time to share your feedback with us in regards to forwarding emails into an existing ticket. We're definitely aware of this need and our team is planning on investigating this use case as well as the ability to manage secondary emails. Currently this work is in a pre-discovery phase and has not been prioritized, but please keep sharing your use cases with us to help prioritize this functionality in our future roadmap planning. We plan on updating this post once we have more information to share next year.

All the best,

Ben

I've been succefully doing it for a while. Just append either in the subject line or in the body the ticket encoded_id with the square brackets (like this: [ABC1DE-2F3G4]) and it will automatically be linked to the ticket.

You can also add to the top of the email body #note to have the forwarded email be added as a private note.

This exists just about in every other support system I've used (SalesForce's system, TeamSupport's system, HubSpot, Freshdesk, etc). Is there a reason this basic functionality is not available? 

Currently I'm using the workaround of putting the ticket encoded id into a comment so that people can use it to forward emails coming to them but we often get customers emailing our individual engineers and not responding to the ticket so we just want to loop them back in easily by adding a ticket id, not a ticket encoded id that's in the backend. Please make this work. This is another item that makes me want to look at other support systems for future. 

+1... Having coming from a system where you can put the "ticket 12345" number in the subject and sending to an E-mail address will auto add the e-mail to a ticket history. 

In mid-2021 Benjamin Kirsch said that there would be an update on this request. Multiple use cases have been posted. Multiple agreements that this is a feature available in your competitor's software (I can absolutely confirm it is a feature in Autotask). We still have no idea when this will be addressed and why after 8 years this is still an ongoing request that never seems to get enough attention. Can we get a commitment from the Product Manager that this will be addressed and when or have enhancement requests all but stopped being entertained?

An official word on this would be nice.

Vote up from me.

Our old ticket system was able to do this and it makes writing simple flows really easy.

Use case, new starter.

I have a PDF that is a checklist, a few of the steps is to notify the various stakeholders, I can create an email using all of the variables for the new starter. Worked a treat until we moved to Zendesk where these generated emails failed to get added to the ticket.

PLEASE ADD THIS AS A MATTER OF URGENCY, it would change my life.

We also need this.

Unfortunatly, even the workaound Heather shared, does not work.

"ticket.encoded_id" is not available for me and the brackets are just empty.

Another upvote for the post from 2015

I contacted support to see if this feature is available yet and they directed me to this post to upvote and comment as for a use case.

I see that this post was started in 2015 (8 years ago) and there are comments that development is working on it and would be released in a future update.

I'm new to Zendesk coming from Goto Assist Service Desk which I have been using since 2010 and they have that feature.

As for the use case, there are many times that a ticket is created and instead of the customer or others on the ticket replying to the ticket, they send another email.  I want the information from that email to be added to the ticket as it might be critical for a solution.

With GotoAssist Service Desk, all I had to do was forward the ticket to my own company specific email address with the Ticket Number in the subject and the ticket would get updated.

I work for a software company and this should be a relatively simple solution to do.  Do know why its taking 8 years and still no solution since so many people have asked for this.

+1 for this functionality.

At my last job, we had the ability to forward an email to the support email address, and if it included the formatted ticket tag in the subject or body of the email, it would be added to the ticket.

So we could reply to the customer from our regular email, CC the support address, add the ticket tag, and the reply would go to the customer and add to the ticket thread.  If the customer does a Reply all, it goes into the support ticket.  If it only came to me, I just forward the email to the Support address and it gets added to the ticket.

This is crucial for maintaining the paper trail of all conversations around the ticket.

Example ticket tag:     [XJ370319]

If you build this, it would also be great to be able to add another tag like [private] to make it an internal comment only, and that it would notify followers of the ticket, but not the customer.

I think Roger put the requirements perfectly (previous post, above ⬆️).

To add our use case. We run orders and support requests through Zendesk.

When we ask customers to email supporting materials in (i.e. photographs, or forwarding emails form other people) they will often send to my direct email address or, if they have it, the email off a colleague.

This happens mostly when the customer (requester) is:

1. In a hurry
2. Not computer-savvy (yes they exist still!)
3. Lazy

(Or a combination of all three.)

Manually adding ticket content into Zendesk is time consuming without the ability to forward.

We do sometimes forward then merge, but this creates a myriad of updates to the customer about new tickets, and when that customer is already confused by their computer, this can cause further problems with that customer, leading to further inefficiencies. 

So the ability to forward or reply, and add something to tell Zendesk to add that email to a particular ticket (and whether or not it should be private or public) would really save a lot of hassle. 

Given that there has been no response from Zendesk for a very long time. I am planning to build the intergration instead. I do require some information and also some process validation. To those interested please fill out the form here https://forms.gle/nrYib7gvJE9jGM2H6  

If I have further questions. I will reach out to each of you directly. Thank you :)

I've developed an MVP to address this problem, and you can watch a demo of it here: [MVP Demo](https://youtu.be/In-vUSnCQ6U).

This integration empowers authorized agents to seamlessly forward emails to a designated email address associated with a web service. This web service, in turn, automatically appends a new comment to the corresponding ticket based on the ticket ID specified in the email's subject line.

If you're interested in trying out this MVP, I can set up the integration for you. Future development efforts will be driven by the number of users committed to using this integration.

To express your interest and get in touch with us, please fill out the updated Google Form, and I'll contact you promptly.

https://forms.gle/MUrZRQ9nxZRFfKZR6

@benjamin24 do we have an update  this feature?

Has there been any more movement on this? If this is an added feature can someone share the how to on doing this as I wasn't able to find it in my search.  Thanks for any help you can offer.  

Nicole

Did Zendesk add the feature or is this a lost cause?

I know this is an old post, I swear I've seen this as an ability before, but now it's not working anymore.

Has there been a change since this post?

+1 requesting this functionality. Please help us !!

Hey! Any news on this yet?