Hello, I have an external web form that collects information from users and sends the results in an email to Zendesk.
This almost works - a ZD ticket gets created that contains the results of the form. However, all of the tickets that get spawned this way all consider the form 'From' email to be the requester. Since this is an automated email generating these tickets, the 'From' field is not the real requester, rather it's something like 'email-bot@ourdomain.com'. When I try to set the 'From' email to be that provided by the actual form submitter, ZD sees the email as being spoofed, since the 'From' field now doesn't match the sending domain. I'm wondering what is the best way to create a new ticket based on an external form, and have the requester set as the person who actually filled out the form. I know this should be possible using the Zendesk API, but I'm hoping there's an easier method than building a custom solution.
Hi Sam!
Zendesk does not support the bulk creation of tickets via emails to Zendesk from the same sender email, as it happens with your form. The API and Channels Framework are the only channels that support bulk creation of tickets. Below you will find information about creating an external form with our API
https://developer.zendesk.com/documentation/ticketing/managing-tickets/building-a-custom-ticket-form-with-the-zendesk-api/
Best regards, Atenciosamente
Diogo | Customer Advocate | Zendesk Certified Support Administrator
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