Question
What is Advanced Recovery? And how does it work?
Answer
Advanced Recovery is a feature built by Sparkly. It allows agents to recover tickets that were created from a support email address. This isn't possible in Zendesk Support.
With this option you set the email address of the original requester of the ticket (once it's recovered).
There are three options to set the email address.
- Fixed
- Occurrence
- Regex
Fixed Email address
Allows you to preset a single email address as the requester for every ticket that recover via this task.
Occurrence
Searches the original email for the 1st, 2nd or 3rd email address, and sets that as the requester. Used for tickets that are created via forms on websites. Or by emails from other software that use the same email address as your Zendesk support address.
Regex
For the most advanced configuration, which you couldn't solve with the previous options. For example: you need the 4th email address. You only need this in exceptional use-cases.