We have a vendor who uses their own ticketing system (Zendesk) that automatically creates a ticket on their end when one of their devices is down. When that occurs, they send an emails to us letting us know that there is an issue we need to troubleshoot. We want to be able to use that email to generate a ticket, but whenever they try using our tickets email address, it won’t do it. I don’t know if it is because it is from Zendesk and saying it’s from the vendor. I do know that if I forward the email from Zendesk to our tickets email address, it creates the ticket, so the rule is valid. How do I get iiQ to allow the Zendesk email to generate a ticket?
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What I suspect is happening is that it is likely because the Zendesk email address that it’s coming from is not a user account within your iiQ environment. When you forward it though, it is coming from you (who has an iiQ account), and making the ticket.
You may want to check your site options for this setting.
Great question. The email needs to come from a recognized account versus an outside email. Can Zendesk email your box and have that auto forward to iiQ! Then you would create a rule to create a ticket from email.
Thank you! We have everything up and running.
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