Purpose
We are transitioning to using Zendesk as our primary inbox, replacing Gmail for client communications.
This allows us to:
- Centralize and track all client interactions
- Assign and collaborate on tickets across teams
- Improve visibility, follow-ups, and accountability
Once your Gmail inbox is connected, all emails you receive will appear as tickets in Zendesk and be automatically assigned to you.
Step-by-Step Setup
1. Update Your Zendesk Login
Zendesk does not allow a standard email to be used for logging in and connecting an inbox. To resolve this:
-
Change your Zendesk login to: your_first_name+zendesk@ecomflow.com
(for example; John+zendesk@ecomflow.com) - Your password can remain the same
- Contact Martin if you need help with this step
2. Log In to Zendesk
- Go to: https://ecomflowsupport.zendesk.com
- Login using: your_first_name+zendesk@ecomflow.com
3. Connect Your Gmail Account
If you do not have admin access, ask your Brand Success Manager to complete this step.
- Go to "Email Settings" in Zendesk
- Click “Add Address”
- Select “Connect external address”
- Choose “Gmail Connector”
- Login with your regular Gmail address (e.g., name@ecomflow.com)
- Once connected, confirm that the connection is verified (you’ll see all green check marks).
- If it fails, try reconnecting
- Persistent issues should be reported to Martin
4. Auto-Assign Tickets from Your Email
If you don’t have access, ask your Brand Success Manager to create the trigger.
To make sure all incoming emails from your address are automatically assigned to you:
- Go to: "Triggers" in Zendesk
- Click “Add Trigger”
Trigger Configuration:
- Name: Auto-Assign: [Your Name]
- Category: Route ticket to group
Conditions:
Meet ALL of the following conditions:
- Ticket > Is > Created
- Received at > Is > name@ecomflow.com
Meet ANY of the following conditions:
• Leave blank
Actions:
- Group > Ecomflow Customer Support Team (or your specific team)
- Assignee > Your Zendesk profile name
Click Save.
Now all emails sent to your connected Gmail address will:
- Become Zendesk tickets
- Be automatically assigned to you
- Show up in your Assigned Tickets view. Consider this your new inbox
Auto-Close Notifications and System Emails
You will likely receive unneeded emails like:
- Meeting invites and confirmations
- Subscriptions or newsletters
- Automated summaries and updates
These can be automatically marked as solved so they don’t clutter your ticket view.
To filter and resolve these:
1. Go to: "Triggers"
2. Click “Add Trigger”
Trigger Name: Autosolve: [Your Name]’s Tickets (System Notifications)
Category: Route ticket to group
Conditions:
Meet ALL of the following:
- Ticket > Is > Created
- Received at > Is > name@ecomflow.com
Meet ANY of the following:
Ticket > Subject text > Contains at least one of the following words:
• Accepted, Meeting, etc.
(You can add more common keywords like “Meeting Recap”, “Confirmation”, etc.)
Actions:
• Status > Solved
Click Save.
You can always update the subject keyword list based on recurring patterns in your inbox.