One of the first things you’ll need to decide before using Zendesk is how to set up your email. Because email is an important channel for tickets, your email experience matters for both end users and agents. A default email experience is already active and ready to use.
This is your email address:
support@yoursubdomain.zendesk.com
Theyoursubdomainportion of the address is yourZendesk subdomain.
Here’s what you can expect when using the default email experience:
A customer sends an email to your default address saying, “Hi, I need help!” Immediately, a ticket is created, and the customer receives an automated notification from the same address stating that you received their ticket and you’re working on it.
The default email experience consists of the following parts:
- Email address.A user sends a support request to your default email address, where a ticket is created.
You can provide your users withadditional email addresses for submitting tickets.如果你已经使用一个或多个外部电子邮件广告dresses for support, you can continue to use them andautomatically forward your email to Zendesk.
- Email notification triggers.The user automatically receives email notifications related to the request, which are controlled by triggers.
You canedit these triggersto change the wording of the automated email notifications or use them as is.
- Email template.A single email template controls the look of the email notifications.
You canmodify the templateto add your branding, but a corresponding trigger controls the text of each notification.
SeeA complete guide to understanding email in Zendeskfor a deep dive into how the email channel works.
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