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Some of my customers insist on sending me requests directly to my personal mailbox (Zoho Mail). How can I easily convert this into a ticket in Zoho Support?


If I forward it to a Zoho Support email channel, this creates the following 2 problems:

1. It sets ME as the person making the support request; I can edit the ticket to change this but its obviously fiddly
2. Even if I edit the ticket and change the ticket creator, I still have the issue that clicking on the "Reply" button in Zoho Support" will address replies to the email originator instead of the ticket creator.

Kevin

8 users have this question.
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  • 2 years ago

I agree with the others. It would be great to convert and email into a zoho desk ticket.

  • 2 years ago

Thanks for adding your voice and upvote to this request, Mark.


Regards,
Ash | Zoho Desk

  • 1 year ago

Yes, i agree also, this could really help in some cases

  • 1 year ago

Thank you for the upvote, Jérôme. 


Regards,
Ash | Zoho Desk


  • 1 year ago

Any update on this?  This is desperately needed.

  • 1 year ago

Did you get a chance to check out the Original Sender functionality, Trent? Look forward.


Regards,
Ash | Zoho Desk

  • 1 year ago

I switched from Freshdesk, would like to have this function

  • 1 year ago

Sure, Oliver. Thank you for the upvote. 


Regards,
Ash | Zoho Desk

  • 1 year ago

I tried the original sender function and it sets the contact to the original sender, but when I try and reply to a ticket it still sends to the helpdesk address that the email was forwarded from. 

Hello
 , Reply/ReplyAll should consider the contact as the recipient and not the forwarded user's address. Can you share a sample ticket details to support@zohodesk.com to analyse this further.

Regards,
Ajith | Zoho Desk

  • 1 year ago

I am also looking for a solution

1.) Easiest would be to have access to the support@ mailbox so that from your mail client (Outlook for example) you can just drag/drop the mail from your mailbox to the mailbox with import function.

2.) Another way is to forward to the support@ address and add the following to the first line of the mail: 
#original_sender {customer@emailaddress.com} (This must be enabled in Desk's settings).

Erik

Erik Rip, I suggest giving the original sender feature a try.  this should help you/agent convert emails from his/her mailbox into ticket.

Regards,
Ajith | Zoho Desk

dragging the email from one folder to another would be great but I am not sure zoho mail can show the desk email folders. 
The solution to forward the email with the first line code is good but not practical for staff to remember. Why can the desk ewdiget I zoho mail not do this?
Its lovely to think that we all have our email addresses separated for each type of correspondence but the reality is that customers are not that predictable.

I wish zoho could crack this

  • 1 year ago

It is now possible for the original sender functionality to work even without the first line code, Dorset_Water_Softeners. Do check and keep us posted.


Regards,
Ash | Zoho Desk

Yes, but only if your mailbox is in English or Spanish as far as I know...
In French, for example, it doesn't work.

  • 1 year ago

Yes, that's the limitation we have at this time. We shall look into the optimal ways to address it. 


Regards,
Ash | Zoho Desk

  • 10 months ago

Yes please! Need to be able to create Help Tickets from Lead or Customer e-mails in CRM.

@jdhill, Could you provide more details about your requirement? If you're aiming to convert an external email into a ticket within Zoho Desk, with the original sender being set as the contact, I recommend utilizing the "original sender" tag.

The Original Sender functionality under Setup > Channels > Email > Other Configuration

Regards,
Ajith | Zoho Desk

  • 10 months ago

It would be nice if Original Sender functionality also handles the From header when simply forwarding a mail like:

From: Firstname Lastname <firstname.lastname@domain.com>


...so you don't have to convert it  to #original_sender {firstname.lastname@domain.com}

,If the sender is enabled in email configuration and an active agent forwards an email with English content, the original sender feature will operate without the need to include the #original_sender{email} tag in the forwarded email. However, when dealing with non-English languages, the tag must be added for this feature to function correctly.

Regards,
Ajith | Zoho Desk

  • 13 days ago

---English version below---

Je suis d'accord, ce n'est pas aussi évident pour les usagers qui fonctionne dans d'autres langues que l'anglais de se souvenir d'un "mot clef". Même pour un anglophone ce n'est pas aussi intuitif.

J'arrive de FreshDesk et lorsqu'un agent transfert un courriel, si FreshDesk reconnait le courriel de provenance comme le courriel d'un agent, automatiquement il vérifie le courriel d'origine pour y extraire les information et génère un nouveau billet au nom de ce client. De plus si nous répondons dans FreshDesk nous répondon au client original et non l'agent d'origine. De plus, par défaut, FreshDesk attribu le billet à l'agent qui à procédé au transfert de courriel et envoie automatiquement un courriel au client pour l'aviser qu'un billet à été créé pour sa demande.


I agree, it's not as easy for users who work in languages other than English to remember a “keyword”. Even for an English speaker, it's not as intuitive.

I just came from FreshDesk and when an agent forwards an email, if FreshDesk recognizes the source email as an agent's email, it automatically checks the original email to extract the information and generates a new ticket on behalf of that customer. What's more, if we reply in FreshDesk, we reply to the original customer, not the original agent. What's more, by default, FreshDesk assigns the ticket to the agent who transferred the e-mail and automatically sends an e-mail to the customer to notify them that a ticket has been created for their request.

Salut @Nicolas,

Je vous entends sur la nécessité de cette fonctionnalité ! Il est déjà sur notre liste de travail et je vérifierai auprès de notre équipe produit pour une mise à jour sur les délais.

Salutations,
Shivani | Zoho Desk


Hi @Nicholas,

I hear you on the need for this functionality! It's already on our worklist, and I'll check with our product team for an update on the timelines.

Regards,
Shivani | Zoho Desk

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