I'm looking for a way to change the sender email address when an email is sent from our internal app to our ticketing system (Zendesk). The app generates a form that can send emails, but it uses the app's email as the sender. The actual user's email is included in the body of the email. We've created a workaround using a webhook to reformat the data before sending it to Zendesk, but I believe there should be an easier solution. Ideally, I'd like to use a mail parser that can replace the sender address with the user's email from the email body before forwarding it to Zendesk. Does anyone have experience with this? Are there any services or ways, maybe through Microsoft 365 or Exchange, that can handle this without setting up a complex system?
5 Answers
Have you thought about having the staff use the service desk directly? This could cut out unnecessary steps and streamline the process instead of complicating it with email.
Honestly, changing the sender in email isn't straightforward, and even if you find a method, it's likely to be a messy workaround. It may be more effective to focus on getting your app to submit tickets correctly.
Why not just direct everyone to use the customer portal instead? That way you can eliminate email from the process altogether, simplifying everything!
Power Automate can handle this efficiently. You can set up a flow where an email triggers a new email to be created with the user email found in the body, all while staying inside the Microsoft 365 environment. It's clean and doesn’t require additional servers.
Instead of relying on email, which is messy, try looking into whether your app can directly submit data to Zendesk via its API. That keeps things structured and avoids the whole email parsing headache!
This sounds like the low-budget but proper approach! Stick within the tools you’re already using, right?