Hi all,
Our support team work out of ZenDesk and our account managers live in HS.
If a customer emails our share email address we can create a ticker for the account managers with no issues.
However, when a customer calls out the support team, and the support team need to raise a call back…they send an email to the shared inbox asking the account managers to call.
The issue here is that the sender is an internal team and not the customers. So we cant use the HS company or contact properties to know who it is and how to assign it.
Is there a way to do this…or will I have to go down the path of looking at API stuff with ZenDesk and see what info we can pull/share?
Hey @BrettloweAUS the best option for this would be to use the create tickets api to create an integration between your systems, or look for a pre-created integration if available. Such as this one.
Another workaround, which might be a bit messier would be to create an email for your team to forward tickets to. If you created a conversations inbox specifically for this email address it could create tickets for these emails.
Great- thanks for this