Hey,
I'm not clear on how to do if I have a ticket that was initially a phone call and I need to reply with an email later on, how do I do this, within the ticket, I add in the CC the person's email and submit the public note or do I have to create a new ticket with the email in order for the reply to go through, or if the profile already has the email on it and avoiding the first two options and simply replying on the talk ticket on a public note would that go as an email or the person will not be getting anything at all?
How to send an email to a Talk ticket
Hey Ricardo,
You can use the same Talk ticket to send an email out to the same customer. You just need to make sure the customers email address is set in the requester field. Then your comments will go out via email on the same ticket.
Hope this helps!
Best,
Amie
Good to know!
Additional question, if a customer calls us, and that person is already known in our zendesk account, with e-mail as well as phone number.. will an automation pick that e-mail address to send the e-mail to? Or do we need to fill it out manually for each ticket that opens on a phone call?
Thanks in advance.
Hey @moniek
Zendesk is smart enough to pick up the email address from the customers existing profile if they already exist - with a phone number & email number together on the same profile. :D
Best,
Amie
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