Cooperating with Zendesk Client

ioa's Avatar

ioa

12 Jul, 2019 01:30 PM

Hello,

We and a business partner of ours are trying to get our two respective support systems talking to each other, so that we can forward customer questions to them if need be. We're using the ability to add their support address to the ticket, which should bring them in to the discussion.

However Zendesk is hard filtering all incoming email with X-Tender headers into Zendesk's suspended ticket list, which requires them to monitor that and manually unfreeze every request by hand. Zendesk seem unwilling to allow what they classify as automated response emails under any circumstances, even if one of their clients specifically whitelists a domain. I.e. even if they add tenderapp.com to their whitelist, this rule takes precedence.

So we're trying to think of other solutions, and one is the off-chance that you might have some system in place for excluding these headers on messages that are sent to a whitelisted address. Is that a possibility, or can you think of any other solution? I tried simple host level forwarding, but that of course doesn't sanitise headers.

  1. Support Staff 1 Posted by Courtenay on 12 Jul, 2019 04:08 PM

    Courtenay's Avatar

    there isn’t, but you should be able to use something like an intermediary gmail account to forward all email (which strips the header afaik) or your own hosted mail server like exim

  2. 2 Posted by ioa on 12 Jul, 2019 08:51 PM

    ioa's Avatar

    > there isn’t, but you should be able to use something like an
    > intermediary gmail account to forward all email (which strips the
    > header afaik) or your own hosted mail server like exim

    Thanks, that's one of the other options on the table. Wanted to make
    sure there wasn't a better in-house solution first.

    --
    I.

  3. brandi closed this discussion on 14 Jul, 2019 08:53 AM.

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