Question

Trigger: notification to an external mail address?

Forum|Forum|2 years ago
March 8, 2024
3 replies
29 views

Hi, I would like to send a notification to an external outbound mail [mail address not belonging to customer or agent] every time a new ticket comes in.

I created a trigger to do this but how to define the external mail address? The only Notify By options I have are: User or Group Mail, Webhook or Zendesk integration but no option to define an external mail address.

What is the best way to solve this?

My very best regards, Walter

business-rules

Francis14

Employee

Hi Walter,

In response to your question, an external email address refers to any email address outside your Zendesk instance. This allows you to send email notifications by configuring a target to individuals other than Zendesk Support agents or requesters. Examples include sending notifications to a shipping partner, a colleague in the Finance department responsible for refunds, or an external email address associated with a different department or company.

To accomplish that, you can check this article on how you can achieve that.

W

walter13Author

Hi Francis, thanks for your reply.

Indeed, I configured it now with Targets and works like a charm ... that option did escape me, my mistake.