Forward email as Agent to support e-mail and create ticket in name of customer

[zheonline]

Hi All,

is it planned to add the functionality for the following case:
You are registered as agent with your e-mail. You receive a email with a support request directly. Now you could forward it to the central inbox of zammad. Can zammad now extract from your forward the orginal message and sender of the customer?
In Zendesk this is possible and very cool!

BR

Christian

[martini]

Hi @zheonline

usually this use case is solved by using a shared imap account with your supporters and Zammad.

In case a supporter want's to forward a email to Zammad (without modifying it), the supporter just need to move this email into the Zammad imap folder. Zammad will fetch it and process is as regular customer email (directly sent by the customer into Zammad).

In addition, currently Zammad can not extract the supporter by forwarding, because of the imap move solution.

-Martin

[zheonline]

i dont want to share the account to all. very hard workaround :/

[martini]

i dont want to share the account to all. very hard workaround :/

Zammad is fetching all emails from the account. So it's more or less just "move into".

Anyway, I can understand your workflow/issues with that. Form this point it's a missing feature in Zammad.

[olivergrahl]

Our old ticket system (still in use) also supported this and it had become an invaluable time saver. Whenever a team member received a support email directly to their personal email address, they would forward it to the support@ address, and the system would extract the From: from the quoted original email and treat it like a new ticket from the original sender. ++++1 for adding this.

[Megachip]

Anything new on that?

[MrGeneration]

Bouncing the E-Mail would solve the problem for the agent, but has to be supported by the E-Mail-System.

@Megachip we have no news on this topic.

[waja]

We also DO forward (our mail clients support the resend feature, which we use) mails to the address of the ticketsystem when getting mails to personal email adresses.
It would be cool to have an option to operate on the Resent-To header as described in RFC4021 with filters. I think https://github.com/zammad/zammad/blob/develop/app/models/channel/email_parser.rb#L8 might be the correct place for it.

Do you want us to create a PR for this or is this not a correct implementation?

Thanks, Jan.

[tischra]

We're new to zammad and also to us this would be a very important feature. Willing to pay for it, maybe we can share. Anyone in?

[MrGeneration]

Hey @tischra

thank you for wanting to support Zammad!
If you need to know an estimate for this feature, please contact us at sales [at] zammad [dot] com and reference this issue.

We'll check on how much this will cost.
It it's too much, we can also create a community post similare to this one: https://community.zammad.org/t/feature-watch-function-for-tickets-an-agent-is-not-member-of/2615

[marierau98]

Is there any update on this feature? We would like to use it as well

[MrGeneration]

I'm locking this issue to contributors only to restrict "me toos" or questions when something will be ready.

Bumping issues causes a lot of noise for everyone that subscribed this repository.
If you want this functionality and can't wait, you can contact our sales-team to sponsor / priotize it:
sales [at] zammad [dot] com.

Please note that we in general do not provide any ETAs, we will update Issues as soon they move in any direction.