Hi there,
I'm a Customer Support Representative for a fast-casual food chain and we use a third-party app (Lunchbox) for our online orders.
In our app, you will find a contact support button that directs you to Lunchbox Support. Most of the time, customers use this contact support button to get in touch with us regarding their online orders. Afterward, Lunchbox forwards their request to our Zendesk account and attaches a note to the request. In this process, we receive these incoming emails as tickets from Lunchbox as the requester. We only get to see the message that the customer sends Lunchbox with no additional information.
We have attempted to ask Lunchbox Support if they can automatically link our submission request form so that we receive all the information that we need, but they are not able to do so.
Does anyone know a workaround for this? Perhaps an automation that is sent to Lunchbox Support as soon as they forward a customer service email?
Since both you and Lunchbox appear to be using Zendesk, one option would be to set up a Shared Ticket arrangement between your two accounts: Sharing tickets with other Support accounts