Zendesk Ticket Management via Outlook

**An email conversation should not be forwarded to Zendesk to create a ticket until you have reached a point where a Support Request is needed.

1. When you are ready to create a ticket, forward the email to a single Zendesk support address to create a ticket with the customer listed as the requester.
   • • If you decide to reply to the chain and copy a support address instead, it will create the ticket with you listed as the requester instead of the client.
2. Do not include more than one Zendesk support address on a request, as the ticket will only be created once and having multiple support addresses can cause issues with the triggers setup in Zendesk. (i.e. The ticket is assigned to an unintended group and is overlooked by the intended recipient.)
3. After a ticket has been created in Zendesk, any responses or forward attempts to that email chain will ALL result in a comment being added to the existing ticket.
   • • Forwarding an existing email chain for an active ticket to another support address WILL NOT create a new request for that group OR notify that group in any way of the request.
     • Important Scenario: When communicating on an email chain for an existing ticket within Zendesk and you have a request for another department (not currently assigned to the ticket), a Side Conversation ticket or email must be created.
       • If you are unable to create the side conversation yourself in that moment, you will need to respond to the existing email chain and request that the assigned agent create a side conversation ticket or email on your behalf.
       • If you want to be kept in the loop on the side conversation, you can ask that the assigned agent either CC you on the side conversation email or add you as a follower on the side conversation ticket.

 

Instructions for creating a side-conversation ticket or email can be found at the link below:

Creating Child Tickets via Side Conversations (Zendesk feature)