Communication between RT and Zendesk

Hi all,

we have been asked if RT works (well) together with Zendesk. I wanted to
ask you all, if you have had previous experience with this.

On my first impression, this could be difficult, since Zendesk uses the
relation between reply and Ticket assoziation in the reply-to address
(support+idXXX@subdomain.zendesk.com).

Any experiences with this?

greetings,
l.r.

I am using procmail to change the address before mail reaches rt. I’m using (almost successfully) command by mail on both sides to update requesters and queue based on the content of the email.

There is a workflow in zen desk to close the ticket there and send an email with tags at the top to rt, where procmail/scripts take care of cleaning up.

JokOn May 28, 2013, at 4:03 AM, “Lars Reimann” l.reimann@metaways.de wrote:

Hi all,

we have been asked if RT works (well) together with Zendesk. I wanted to ask you all, if you have had previous experience with this.

On my first impression, this could be difficult, since Zendesk uses the relation between reply and Ticket assoziation in the reply-to address (support+idXXX@subdomain.zendesk.com).

Any experiences with this?

greetings,
l.r.


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