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Kate11
October 1, 2021
Question

Emailing Capabilities

  • October 1, 2021
  • 1 reply
  • 40 views

Do we have an option to just send straight emails from Zendesk to our end users without going through a ticket like in SalesForce?

We need the option for our agents to email the end user without opening or reopening a ticket. This would be amazing and would allow better tracking to see what is getting sent out and from whom it has been sent. 

    1 reply

    Dave12
    Dave12Employee
    Employee
    October 2, 2021

    Hi Kate,

    The Zendesk Sell sales CRM can integrate with external email systems, and it's not centered around tickets. For more information, see: About using email in Sell, and Zendesk Sell

    Our support tool, on the other hand is designed to track conversations via tickets. But it's possible to tag tickets that have been created by agents so they can be more easily tracked – see Can I create a view for tickets proactively created by an agent? . Tags can also be used in Explore: Reporting with tags

    Does any of that help?

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