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How to reply to a ticket via email using a ticket number in the email subject

  • June 30, 2021
  • 1 reply
  • 0 views
K

Hi all,

 

Is it possible to reply to a ticket, let say that a ticket number of 001234, via email?

What I want to try is, a customer open a ticket, than I receive a notification that a new ticket has been created and the description of the problem. After reading the contents of the notification, instead of logging in zendesk and respond to the ticket, I insert the ticket number with the ticket subject in a generic email and I respond directly to the ticket.

 

Is it feasible?

    1 reply

    Lou11
    • Lou11
    • June 30, 2021

    You should be able to just reply to the notification. The body of your email will be inserted as a private comment, as long as your email address is an agent address (full or light).

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