[ARCHIVED] Email setup | Community
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[ARCHIVED] Email setup

  • February 2, 2021
  • 1 reply
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Ebbe

We have decided to open a new appartment for B2B sales. We would like that department to use Zendesk as well.

The department uses erhverv@apuls.dk and I would like that to be used in Zendesk as well and when emails are send to erhverv@apuls.dk those emails should be assigned to a specific employee. I can do that BUT the problem appears when the employee uses the exact email erhverv@apuls.dk as hes own email? Then the system will not allow me to do it.

What do I do here?

I have tried to setup forwarding on the email to info@apuls.dk but then Zendesk can't see that the email was originally send to erhverv@apuls.dk and therefore I can not set a trigger on it it identify emails from this exact email erhverv@apuls.dk? :-)

    1 reply

    robert.wiesemborski

    Hi Ebbe,

    What do you exactly mean when you say "the problem appears when the employee uses the exact email erhverv@apuls.dk as hes own email"? Is it that the agents used the email address to write emails? Or does one of your agents has the email address as their primary email address in Zendesk?

    My initial thought was that you could use the "Current user" condition and say that the trigger should only fire when the current is not an agent.

    But if you could elaborate a bit what you mean by the problem and how the email is used, I'm sure that we can find a solution.

    #helpsome regards,
    Robert Wiesemborski
    Zendesk Consultant @ helphouse.io

     

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