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Adding customer tickets just by forwarding the emails and adding them as collaboratots

Pavel Sodomka 2 weeks ago • updated by Vladimir Mullagaliyev (co-founder) 2 weeks ago 7

I receive a request from customer and I want to forward it to Userecho helpdesk and create a ticket where the original sender would be already a collaborator without the need to go to Agent interface and add him manually...

Thanks

Pavel

Answer

Answer
Answered

Hello Pavel, 


It does work already. If you forward email from any support agent's email address a new ticket will be created. The original address will be an author for the email and support agent's message will be added as a private message. 


If it does not work for you please send us a private request with information about your test forwarded message. We will do a quick check and let you know what's wrong with that.

Answer
Answered

Hello Pavel, 


It does work already. If you forward email from any support agent's email address a new ticket will be created. The original address will be an author for the email and support agent's message will be added as a private message. 


If it does not work for you please send us a private request with information about your test forwarded message. We will do a quick check and let you know what's wrong with that.

The issue is that the emails are not coming to agents email addresses but to sales, logistics, marketing addresses. Any way how to either include the whole domain or to whitelist the emails ? Thanks a lot Pavel

Pavel, 


If the person has no agent's rights in UserEcho we cannot process his emails as agent's email and add new ticket on behalf of another person. The only way is add him/her as an agent, pay for him/her as an agent, then his emails will be processed as an agent's email. 


Otherwise this is a regular user and we process it as a regular ticket from the user.

Any chance adding the functionality ? It doesn't make any sense for my sales and logistics to be the Userecho agents...

Thanks a lot for considering it. Pavel

Pavel, 


The only way they could also do something similar is do "Forward" (or probably new email), then make the email text as original (current sender's text), add original email address as CC and forward it to support email.

In this case the original owner should be added as a collaborator and your sales as an owner or the ticket.

This is more work to do but it should works. Do some experiments first.

Thanks for the tip. But if I add original sender on the cc: he will again receive the request that he just sent us and will be confused...

You already need to resolve the sender email against the agents email DB....Whitelisting additional users should be technically doable...

By the way thanks for a nice and very usable product...

Pavel, 


We cannot add such feature at least for now and for current service plan. It should be a different service plan at least.


So, One more idea for you which probably not the best again.  

The sales person just forward the email to support. Leave original message and add original email on top (by the way, support agents are able to see full original email if the click on envelope icon). It will create a ticket on behalf of sales person. Then support agents see such tickets (from your sales) and just update the Author of the ticket (or just add collaborator) and if needed text manually. 

The original owner will get messages about updates but will not get the first one that ticket was registered. If you add him as a collaborator he will get an email with information about it.