Select an Address app - official feature request thread

Have any of the suggestions in this thread been implemented? 

Feature Request: A setting to prevent the pop-up you get when creating a new ticket when you have the Select an Address app.

For agents who often use the same address, the pop up does not add value. It's just a pop-up message they'll get each time they create a new ticket. One way I could see this working is a 'Don't show me this again' button on the pop-up that sets a cookie or user field.

Ref; 10861990

It would be grate that if the default group address automatically set when tickets are moved between groups as the app does not seem to do this.

When a ticket is moved from group X into group Y, agents that are part of group Y will see a blank select address as they don't have access to group X address.

I believe this to be a bug.

Hi @jordan44, @erica22, @phil12, @lorenzo11, @nathan12,
 
since we also have 150+ support addresses, we were dealing with the exact same issue.
We created an app for us to solve this issue once and for all. If you want it too, check it out here: https://www.zendesk.com/marketplace/apps/support/261269/select-email-sender-address/

Here are some features we integrated:
- Automatically use the correct email sender, depending on the agent's user group
- Restrict sender email based on user-agent group
- Warn the user when submitting a ticket with the default address, if the default address is not allowed for his group
- Based on your sender address, specific Tags will automatically be added
- Search for the support address associated with your ticket
- Easy & fast – you don't need to scroll through the Dropdown

Feel free to try it for 30 days for free: https://www.zendesk.com/marketplace/apps/support/261269/select-email-sender-address/

And let me know what you think or if you have any suggestions to improve it!

Nice! 

Got to say though, "Automatically use the correct email sender, depending on the agent's user group" is close, but no cigar. 

If you can work it based on the ticket's group then you win. 

@nathan12 thanks for your feedback! Can you please clarify what you mean with "ticket group"? Do you refer to ticket tags?

The group to which the ticket is assigned. The "assignee" option in the left hand column. 

@nathan12 yes, those are "User groups" and already supported by the app :-)

The Zendesk UI might be a bit confusing, since it shows for the ticket, but Zendesk calls those "User groups"

Nice addon, would be good if in case we use the "Disable automatic selection of address for agents in the following groups" the agent is asked to select a email instead of sending the ticket with the default email address. Or any other way to make sure the user confirms the selected email before sending.

Hi @gabriel17 thanks for your comment. If you enable "Do not use a default sender address for new tickets, but require the agent to select it" in the app settings, no default sender will show when creating a ticket and the user will need to select the email sender before sending.

We need the ability to map support addresses on the ticket to either Ticket Groups (not just the agent's default group) and/or Ticket form. If this is possible as a trigger action that would be even better, even if it's via webhook. 

Hello,

Managing over 50 email addresses has become challenging. The current manual selection process in the external "Select an Address" app is inefficient due to its inability to integrate with macros and triggers. Additionally, incoming emails from the guide support ends up in the wrong default address.

Furthermore, the "Select an Address" app in Agent Workspace is hidden among frequently used applications, causing inefficiencies.

To streamline our workflow, we propose integrating the "Select an Address" app as a standard Zendesk field. This change would improve usability and facilitate seamless integration with macros and triggers, enhancing overall efficiency in email management.

Thank you!

Automate My Store  thanks, but I do not see this option in the configuration screen. Is it something new? Do I need to somehow update the app? 

I have:

App details

Version: 2.7.0

+1 for this. With the introduction of a manage team members subpermission, this is even more crititcal as there is not subpermission to be able to edit apps (not that we would want anyone to edit all apps, just this one), we need to be able to reduce how many admins we have. There are admin only features and it shouldn't require a bunch of admins to maintain it which grants so much more access than necessary.

There is a big push for security so this should also be one as we need certain folks to be able to edit and not be admins. It is our biggest blocker

Hi Neil, I know that we can do it by brand, but that's often not enough. It needs to be possible to differentiate the support address by other options, such as Ticket Form. For example, if we have two email addresses, refund@ and info @ and the requester fills out a refund form from the help center, the support address should be set to “refunds@” or if they select the General question form, the support address should be “info@”.

Hi @gabriel17 our current version is 2.4.2. It is the third last option in the app. If you can't find it, just send us an email to support@automate-my-store.com and we will help you set it up.
 

Looking for some insight here—

Currently, our Select an Address app automatically defaults to the last used/selected support email when creating new tickets or emails. This requires our team to review/adjust the support email based on the end client before sending new tickets, but this process has led to instances where the incorrect support email is used, which isn’t ideal.

While we know we can change the settings to prevent the last used address from being selected by default, that solution doesn’t work because Zendesk doesn’t actually prevent an email or ticket even if a support address isn't selected—it simply assigns one automatically (unclear on the logic behind the selection), which is even worse than our current setup.

Ideally, we’re looking for a way to:

1. Have the Select an Address field default to blank.
2. Implement a restriction that forces the team to manually select a support email before sending i.e. they cannot send out a new email/ticket to the client without making a choice

Is there a way to achieve this?

Please consider adding functionality to allow this feature to be used in macros and triggers. We have a lot of issues with the Select From Address app that could be easily solved if we were able to add it to triggers. 

Also, adding the Select From Address to new/existing macros is one of the most common requests I get from all of the teams in my company. Thank you!