To organize incoming tickets, create multiple email addresses for customer requests, rather than using one general email address. For example, you might set up email@example.com, firstname.lastname@example.org, and email@example.com to collect customer requests.
With multiple support addresses in place, you can process incoming email based on which email address it was sent to.
Suppose you run an online clothing store and you need to handle returns from customers. Instead of having those customers send return requests to your general support email, for you to then pass along to your Returns Department, set up an email address called firstname.lastname@example.org and set up a businness rule to automatically route return tickets to your Returns Department.
How to set this up
- Add additional support addresses for your customers to submit tickets. If you're using your own email domain, click Add address and select Connect external address, then follow the instructions to forward emails to your Zendesk support address.
- Create a trigger that routes tickets received to your added support address.
It might look something like this:
Repeat these steps for as many email addresses as you need to organize your incoming requests.