Forwarding support emails to non Zendesk Agents

Create the Target

1) In Zendesk, navigate to Admin > Settings > Extensions > Targets

2)  Select ‘Add Target’

3) Give your target a descriptive name.  Example: ‘Mike – Private Email Notification’

4) Enter the email address. Eg:  mike@mydomain.co.nz

5) Enter a Subject, you can include placeholders.  Eg: Private Notification - {{ticket.title}}

6) Test the target, then select ‘Create Target’ and Submit.

Target completed!

Note: You will need to create a target for every email address you want to be able to notify.

Create the Trigger

1) Navigate to Admin > Business Rules > Triggers.

2)  Select ‘Add Trigger’.

3) Select desired conditions. 

This could be used in a number of ways.  For this example we select the following:

• Ticket: Is…  Updated
• Ticket: Tags  Contains at least one of the following  mike_notify
• Ticket: Status  Less than  Closed

4) Select the actions to perform.  Example below.

• Notifications: Notify target ‘Mike – Private Email Notification’ (As created in above target sample)
•  Message: 

Please contact the client below to address this issue.

View here {{ticket.url_with_protocol}}

Email: {{ticket.requester.email}}

Phone: {{ticket.requester.phone}}

Previous communication as below.

{{ticket.comments_formatted}}

• Ticket: Remove Tags mike_notify
• Select ‘Create Trigger’ and Submit

Trigger completed! 

Note: You will need separate triggers for each target, unless of course you are wanting to notify a group of people rather than just one.

At this point, you have a manually activated target.  You can now manually add the tag mike_notify to your ticket, and submit with any other changes, including a Private/Internal comments.  However, we would always prefer to make things as simple and agent-proof as possible, so the following Macro will make this example complete.

Create the Macro

In this example, I am wanting to close the ticket by referring to Mike and will expect him to take over.  Personally I would make this a public comment, so that the customer knows what is happening.  You can easily set this to private if this suits your needs. 

1. Navigate to Admin > Manage > Macros.
2. Select ‘Add Macro’.
3. Enter a Marco Title.
   Example: ‘Notify Mike and Solve’
4. Perform these Actions.
   Ticket: Status Solved
   Ticket: Add tags mike_notify
   Ticket: Comment Mode Public (or Private as you prefer)
   Ticket: Comment/Description - as below…
   -------------------
   Hello {{ticket.requester.first_name}},
   Your request has been referred to Mike in our admin team.
   This ticket on our online system will now be closed and Mike will contact you via phone or email to continue to assist you.
   Thank you for contacting us!
   ------------------- 

Macro created!