how to handle messages from a no-reply account | Community
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how to handle messages from a no-reply account

  • December 21, 2018
  • 5 replies
  • 0 views
S

Hi guys,

I can imagine i'm not the first one asking this...

If I sent a public comment to an address which replies me from a no-reply address, their answer goes to suspended because of a "Automated response mail,out of office" reason.

the thing is that message (the one received from the no-reply) contains an internal reference (like a tracking code, different for every mail I send to them) which is very important for me, in order to be able to follow up with the problem.

Do I have any alternative different than going to suspended tickets? I don't want to recover tons of emails constantly.

I mean, i would like to have their reply like an answer to the ticket from where I sent them the public comment, not a new ticket.

Thank you very much

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    5 replies

    N

    We also encounter the situation where we are corresponding with Banks or Authority, or any parties who utilise secure email. When these parties reply to our Zendesk tickets, they will send a one time password for us to unlock their email replies and these one time password usually end up in the suspended tickets. Only Admin have access to the suspended tickets and this caused alot of confusion to the agents and delays to our response to customers.

    Brett13
    • Brett13
    • Community Manager
    • June 25, 2019

    Hi Nicholas,

    One of your Admins will want to take a look at the cause of suspension listed under the Suspended Tickets view and take a look at this article: Cause for ticket suspension

    It may be possible to whitelist the email address these responses are coming from as mentioned in the following article: Using the whitelist and blacklist to control access to Zendesk Support

    Whitelisting has resolved the issue for some in the past when emails are being sent from a no-reply email address.

    Hope this helps!

    S
    • sanarte
    • Author
    • June 25, 2019

    Hi Brett,

    Any alternative/workaround to my previous question here? Thanks in advance.

    Brett13
    • Brett13
    • Community Manager
    • June 25, 2019

    Hey Sergio,

    The only other workaround I can think of is to have the no-reply email address forward to another email address which then forwards to your external Support Address.

    That way the email is not viewed as coming from the no-reply email address and hopefully generates a ticket within your account. 

    Otherwise, you'll need to change the email address that is sending out these messages so it's no longer using a no-reply email address.

    Regards,

    A
    • Anonymous
    • June 25, 2019

    Hello Sergio,

    Like Brett has advised; white-listing the email addresses works 9 out of 10 times for me.

    For the cases where it doesn't work, you could try out the Shredder app that I've made for situations like this.

    With kind regards,

    Sebastiaan
    Sparkly ⭐

     

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