For each tenancy create a ticket with tenancy ID+email ID so there is unique tickets for each tenancy (A and B) to. They contact your business on one of your support channels. Ticketing systems automatically organize and prioritize support requests in a central dashboard. Here's the workflow for localizing your help center in multiple languages: Configure your help center to support your other languages, if you have not already done so (see Configuring your help center to support multiple languages ). If the email address matches a user's email address in Zendesk, Zendesk will ask the user to enter their Zendesk password. . SendSafely offers. As a workaround, create personal macros for each signature to then apply the macro to tickets. Let’s change that. A quick video example on how to thread a needle on your commercial embroidery machine. The recommended size is 200x200px. Produktintegriertes Tutorial. Sleek View: Condensed, single-line view of email information. At present the email body in the trigger looks like: { {ticket. To check the change, go back to your test ticket and add an update. Mobile limitations. Users can tag, categorize, and assign tickets as they come in. This feature allows sales reps to better manage important messages and enhance their view of the messages by grouping them by threads. Received at | Is | (support address) Under Actions add: Group | (group name) Repeat these steps for as many email addresses as you need to organize your incoming requests. Select Start from Scratch or Saved Views. Les threads d’e-mails simplifiés améliorent la présentation des e-mails, que ce soit pour vos utilisateurs finaux ou vos agents, dans les applications de messagerie modernes comme Gmail. " It also. By clicking “Create a Ticket,” the company employee opens a ticket on behalf of the customer (where the customer is the “Requestor”), and the body becomes the message to provide the relevant context, with the ticket flowing into the organization. Ticketing systems automatically organize and prioritize support requests in a central dashboard. Zendesk doesn't support the use of aliases, distribution lists, shared mailboxes, Google groups, or any non-standard email clients or services due to added complexities of routing and issues troubleshooting. When you’re working with CCs and followers in email clients, keep in mind the following: Email notifications for followers. Business development definition and variations. Status Tracking: Real-time insights on email delivery statuses. February 28, 2023. Even within the ITIL framework, the definitions of problem and incident vary slightly depending on which. This impacts our customer support experience negatively as all information about a ticket is not included in the thread history. The Zendesk Sunshine platform enables connections to and comprehension of all customer data, regardless of location. latest_public_comment_html}} <An image with survey url>. Server 2022 Server 2021. When it comes to threading, this should be worked on the senders end. PARTS and SUPPLIES. If one of these lines uses a static message-ID or email address, Zendesk will thread incoming emails into the same ticket. To create separate tickets within Zendesk and the previous thread/template is needed, manually copy the necessary email content into a BRAND NEW email and send it to the support address. 1. The format is a data reference contained within double curly brackets. Today, providing strong customer service is key – according to Zendesk’s CX Trends 2022 report, 72% of business leaders say that their organization views customer service as a critical business priority. The format is a data reference contained within double curly brackets. 3 Agent Accounts. <Structured Analytics Set prefix>::Email Thread Group—initial nine characters of the email threading ID. You will have to leave the subject line blank and emails will be sent in the same thread, as simple as that! 🙌. What Is an Email Thread and How to Manage Threads. Email threading identifies email relationships, and then extracts and normalizes email metadata. {{footer}} Optional. ” Zendesk training tip #6: Use Zendesk apps. Like what you have mentioned, their system has been changing the subject string. Connect, learn, and engage with Zendesk users. Suppose an end user submits a support request using Gmail and the agent replies by adding a comment to the ticket in Zendesk. Step 1: Open your inbox. If the Email notification event doesn't exist in the event log. Whenever customers requested a change to their. What’s New with Zendesk. I'd like to no show first ticket comment when add cc member on simplified email threading. Hit Update Account Settings at the bottom of the page to save your changes. , Zendesk. Answer. The threading logic from an email is based onRFC standards．所有的行In-Reply-ToandReferencesshould contain unique values. if you're Zendesk's GSuite / Google workspace connector, this refers to the inbox of the google workspace user that you've connected to). Slack simplifies communication for employees and customers while streamlining your workflows to keep your team coordinated and working faster. Secondly, be sure that your email client supports the email thread feature. A good rule of thumb is a monthly reminder email that notifies your customer of the 60- and 30-day marks before renewal. Step 3: Export Your Zendesk Data. Is the simplified email threading not supported in the answer bots?Understanding simplified email threading Hi! Which placeholder should be used in order to only show the agent alias, rather than having the full agent name be visible to the customer?Suppose an end user submits a support request using Gmail and the agent replies by adding a comment to the ticket in Zendesk. Sender Name: Zendesk. Using triggers, Zendesk administrators can configure which conditions will send notifications, the Slack channels to send them to,. (Optional) If needed, edit the delimiter text. In the settings menu, click Inbox customizations in the Inbox section. 1. SendSafely offers three integration components for Zendesk. Displays the line "This email belongs a service from YourZendeskName. Select the. For steps on how to resolve this issue, see the article: How can I fix "Zendesk Chat is not enabled for you" error? For more information, see this article: Determining your Zendesk Chat account version. Zendesk Integration Overview. Zendesk introduced simplified email threading on June 15, 2022 to make conversations in modern email applications such as Gmail easier to follow and more productive for both end users and agents. Zendesk Chat is being used as one of the main lines of communication with potential new Ting Mobile and Ting Internet customers and as a support tool for our advisors. To configure the Zendesk add-in. Send to a working support email attributed to your zendesk account. Click CC on the right side of the comment header. We also have a VoIP phone system that can fire off a URL when a call comes in. Is it possible to have an email with the same subject line as an existing ticket threaded as a comment instead of generating a new ticket? Answer. ”. Führen Sie ein Tutorial in Ihrem eigenen Konto durch, indem Sie Ihre Subdomäne auswählen: . In Gmail, for example, the user clicks the ellipsis (…). Displays the message history. Vetted Review. your customers' inboxes) appears to be talking about #1. latest_public_comment_formatted}}" placeholder instead of "{{ticket. Since you can also access ticket and user data when defining programming logic, it may be helpful to think beyond placeholders and think instead of data objects and their properties. In Gmail, for example, the user clicks the ellipsis (…). May 17, 2023. Zendesk introduced simplified e-mailing threading switch June 15, 2022 to make conversations in fashionable email applying such for Gmail easier to follow and better productive used both end my and agents. Updated April, 18, 2022. Glances - A Simplified Customer View 2/5;. You can click 'reply' and send a response. B. Even better, if you’ve invited customers into Slack and you’re using BubbleIQ, they can use the /support command anytime to start a new ticket. However, the most widely used clients, such as Gmail, Zoho Mail, and Outlook, support email threading. Scroll up to review earlier replies in the side conversation, if needed. The ticketing management system logs all communication between the customer and the agent into a single thread. If the Email notification event doesn't exist in the event log. 3. The quicker you can get your readers to the, “aha” moment, the better. Moreover, customers today are engaging more with service. Day 1. Forward any email from a web form through an external support address, for the purpose of data redundancy and to decrease the likelihood of suspensions. Apart from setting up the prefix for the ticket ID, you. doe@mail. We hope this article was helpful!An email thread lists the original message and all subsequent replies in a single, easy-to-read format. For more information on how incoming emails thread in tickets, see the. The ticketing system also simplified agents’ complicated workflows when diner requests surged during the pandemic. But what if your replies need to look like a normal email response? If. This guide covers the basics and how to use JSON in curl statements. Click the draft icon () to turn on draft mode. You can now star messages and view messages in threads on contact, deal, and lead cards. Step 3. From the primary menu, click Contacts. Full support for the purchaser. All Message IDs In-Reply-To and References lines should contain unique values. Say a customer wants to reset their account password but doesn’t receive an email with the reset instructions. But after searching for, and reading, lots of articles I still have some very basic questions: We run a travel site that takes bookings. On the Sell sidebar, click Settings ( ), then go to Customize > Email Templates. How to set email tread? After you create the first email, the next ones you want to send in the same thread need to be without a subject. However, due to the massive amount of data generated by user. I went through my years in IT support never knowing the difference between incidents and problems. Incoming emails from your customers are automatically converted into tickets. All the email notifications sent by your Zendesk, including ticket notifications and Help Center browse notifications, are controlled per emailing templates. It is very likely that the trigger uses the placeholder { {comment. When a new email is received, Zendesk scans the message-ID on the email. They contact your business on one of your support channels. e. Click on Zendesk to select the add-in, then click Add. Sleek View: Condensed, single-line view of email information. Open a ticket and check the URL address bar of your browser. That’s a simplified definition. Each journal entry will be documented within the thread, including data, hypotheses, and conclusions. See Creating tickets in a Slack Connect channel. Here are other options, including: Customizing the help center ticket form. In the simplified email threading experience, the interaction looks like a normal conversation. Verified User. com. This is a real limitation to interact effectively with the end users. The content you want to redact is highlighted. Step 3: Select The email conversation view will now be active. comments_formatted}}" on your "Notify requester of comment update" trigger(s). Other necessary information or resources: I opened a ticket in support, and I got it confirmed from Zendesk that Simplified Email Threading currently does not support inline image previewing in an email thread. By default the value of the #public Mail API command is true , so the reply will be public. ; Our team is offering personalized consultations to help determine the best Zendesk Suite plan for. Take the Outlook email thread and make it an attachment. Use. Implementing simplified email threading for email applications hello When I use the zendesk HTML template as describe here, on user side I see the full email content at each reply. View all the events of the ticket to find out the trigger responsible for that message. This logic is hard-coded and cannot be altered. Customer stories. For more information, see our Developer documentation:. Zendesk introduced simplified email threading on June 15, 2022 to make conversations in modern email applications such as Gmail easier to follow and more productive for both end users and agents. If the email address is already associated with a contact in the database, the contact will be added to the email and to the case. Email threading technology reconstructs email threads, enabling the presentation of messages within the entire thread or family from which the email originated. Within Zendesk, the incident and problem ticket types are functionally different, and within IT Service Management (ITSM) practices the purposes of those ticket types are delineated, though often debated amongst ITSM professionals. We have a need to organise our emails so that everyone can easily find every email regarding an individual booking, both incoming and. If you are sending to a native Zendesk support address (support@ subdomain . How to locate or become a Zendesk partner. See. The conversation appears in the ticket with the user’s name and status at the top, along with the channel type. Analytics Email Threading greatly reduces the time and complexity of reviewing emails by gathering all forwards, replies, and reply-all messages together. Email relationships identified by email threading include: Note: If your account was created on or after June 15, 2022, you already have simplified email threading in your account. Best Practices for Effective Email Threads. Our particular issue is with raising Zendesk tickets proactively to the customer. Under Message List, use the checkbox next to Enable Threaded Messages to enable or disable this feature. Email threading offers litigation teams a simplified way to review email during the document review process. Testing with Gmail account was successful and indeed we like the new look and the simplicity of the new option, but we are reluctant to implement it on our instances as testing with ABV (local Bulgarian email provider) and ProtonMail proved that the old visualization is still present, although the simplified email threading placeholders were. When responding to an email thread, users can generate an email using information from the thread and/or an inputted prompt. The quoted content is usually collapsed in the user's email application, but the current can upgrade it. Zendesk Support placeholders are containers for dynamically generated ticket and user data. So a ticket chain will look like. Unlimited End-Users. Subject Line: Connect your account. 为电子邮件应用程序实现简化的电子邮件线程- Zendesk帮助 - 雷竞技 Note: Viewed numbers can sometimes distort depending on the email provider or web browser your email provider is using. So a ticket chain will look like this: Original email----1st reply; Original email. each (function (i,el) { function visPx () { var H. Get your bucket ID from the Single Cell Portal (if you have already created a study): Log in, and select "My Studies" from the profile dropdown menu. The ticketing system also simplified agents’ complicated workflows when diner requests surged during the pandemic. View meeting conflicts on email inviteZendesk is the first customer service solution that’s truly built for both sides of the conversation: your customer and your business. Diese System-Supportadresse lautet support@IhreSubdomäne. ; It’s available in five different plans to accommodate any stage of growth. 2: Introduce the Building Block. Select the email template from your list of templates, then click Select . Technicians, Trainers, and Technical Support. It is possible to manually change the support address for ticket replies using the Select an Address app. We’ll check the email account we used to send in the test support request. Note: Each email threading node, including the root node, represents one email. Show Current Locale. {"locales":[{"url":"(United States. When the form opens, complete the Subject, Description, and Departments fields. Now, simply toggle it ON to turn on the conversation view. Click on the 3 horizontal lines icon in the top left of the screen. See Ticket redaction limitations. A ticketing system is a help desk software program used to process, manage, and track customer issues from submission to resolution. Telecommunications Company, 501-1000 employees. Zendesk simplified things by bringing everything into one place which allowed teams to collaborate much more easily”. Set up the Email by Zapier trigger, and make magic happen automatically in Zendesk. Angenommen, ein Endbenutzer reicht über Gmail eine Supportanfrage ein und der Agent beantwortet sie, indem er in Zendesk einen Kommentar zum Ticket hinzufügt. All the contact notifications send after your Zendesk, including ticket notifications and Help Center article notifications, are controlled by receive books. ; Our team is offering personalized consultations to help determine the best Zendesk Suite plan for. Um E-Mail-Schleifen zu verhindern, lässt Zendesk Support bei Verwendung externer Supportadressen (z. " Computer also. This is largely for historical reasons—Mailspring is the successor of Nylas Mail, which used the Nylas APIs and closely mirrored. Using Zendesk you and your workgroup can track and record one-on-one conversations or customer support requests, received through phone, chat, email, and social media. To check the change, go back to your test ticket and add an update. Struggling to use Simplified email threading . This impacts our customer support experience negatively as all information about a ticket is not included in the thread history. When creating Zendesk custom ticket fields, its very easy to get bogged down in categorising all the specific details of a ticket (like the type of product the customer is using, their operating system, the severity of the issue etc. The threading logic from an email is based onRFC standards。To prevent an entire ticket thread from appearing in every single email response, you can use "{{ticket. If that message-ID matches an existing ticket then the email is added as a comment on the existing ticket. Disclaimer: This button takes you to a page for admins only. If the Zendesk support address you are forwarding email to doesn’t exist yet, create it. Let’s see what this looks like. Complete a tutorial in your own account by selecting your subdomain: . Conversation history :The conversation history is limited to the last 100 messages. Internal teams constantly reached out for help with basic questions that they could have searched themselves if the content was located in one user-friendly solution. Other necessary information or resources: I opened a ticket in support, and I got it confirmed from Zendesk that Simplified Email Threading currently does not support inline image previewing in an email thread. Click the ID next to a notification to view the email notification. Info for building things with Zendesk. Zendesk early access programs; What's New quarterly webinar; Support. Embedding a ticket form in your website. The ticketing system also simplified agents’ complicated workflows when diner requests surged during the pandemic. You will need the Active Directory and Azure Active Directory Modules. It’s no secret that Xero have loved using Zendesk for over 5 years now. An email message threads into an existing ticket as a comment instead of generating a new ticket. How to. Standard commentaries placeholders allow you till. Valeria G. In the original experience, the end user receives an email notifying them that their support request has been updated. This section shows an example of how a ticket email thread may appear to your end users after you implement simplified email threading. e. Zendesk can handle any business challenge efficiently with a consistently low cost of ownership (TCO). In Admin Center, click Channels in the sidebar, then select Talk and email > Email. To set this up: Go to Admin > Email > Advanced Settings > Configure prefix for Ticket ID. Warten Sie mit der Weiterleitung Ihrer E-Mails, bis Sie bereit sind, Tickets in Zendesk zu bearbeiten. Create a trigger. Dump(). How can I set the requester of an email ticket to reflect the user information shown in the body of a ticket created through email? Answer . The Ticketing API offers two ways to create and manage tickets: Ticket. zendesk. The idea is to create a script where whenever someone sends an email to that alias, the script would use zendesk API to generate a new ticket and CC the zendesk ID alias (i. Community; Feedback - Ticketing System (Support) The recently released simple email thread was a new feature that we were very much looking forward to. Hinweis: Mit dieser Schaltfläche gelangen Sie auf eine nur für Administratoren zugängliche Seite. This article teaches about email threads and how to practise proper email. Break down these general goals into specific metric goals such as: Improve response rate by 15% during 2019. If that message-ID matches an existing ticket then the email is added as a comment on the existing ticket. 3. Any big sales deal is going to need multiple conversations between many human. Per page: 15 30 50. Caleb Stokes, Warehouse Operations┃TF FulfillmentLogistics & Supply Chain, 11-50 employees. This can be especially useful when a conversation has taken place over a period of time, and there are multiple emails involved. Create a “Reason” field for your support tickets. Hi Juz! Another thing you might consider is actually setting up filters in the email account that is forwarding into your Zendesk. Is the simplified email threading not supported in the answer bots? This section shows an example of how a ticket email thread may appear to your end users after you implement simplified email threading. Share:. Including some. Both formats are ships in each email. When out of Schedule, if the customer wants to request Agent Staff service, we only should let him leave messages and email account or hotline number. Second, by adding a specific template in the “Trigger. To learn more about the change, seeUnderstanding simplified email threading. They focus on resolving customer support platform issues via live chat on their website, particularly in the ecommerce industry . From the ticket interface, open the side conversation you are interested in. Implementing simplified email threading for email applications I have seen this asked several times in the comments, but I have not seen an answer yet from Zendesk on this. Building a ticket form. The template are formatted for both HTML and plainer text emails. Use Cases and Deployment Scope. zendesk. zendesk. We would like to show you a description here but the site won’t allow us. Using SendSafely with Zendesk not only results in added security through our end-to-end encryption, but also eliminates the 20MB maximum file size limit imposed by Zendesk. This section shows an example of how a ticket email thread may appear to your end users after you implement simplified email threading. As these new channels emerged, companies deprioritized email. I have commenced doing business with a company that uses Zendesk to manage their customer service responses. Replace decommissioning@ yoursubdomain. Zendesk offers a plethora of tools to tailor your offerings and meet your customer expectations through web and mobile self-service, communities, virtual agents,. Zendesk, and Microsoft Teams. Simplified email threading improves the way that email messages show to is end users the operatives in modern email applications such as Gmail. com in CC => assign the ticket to a certain group. Quick Needle Threading. The Email user + (requester and CCs) action is also suppressed when the ticket is being updated (not created) via email, and either of these criteria are met: The author of the email is a requester or CC. Go to the Conversation View section. 1. Wordpress, for example, allows you to set the number of levels allowed in threading. Here’s what you can expect when using the default email experience: A customer sends an email to your default address saying, “Hi, I need. This will allow researchers to trace the timeline of the project, and maintain research progress. Select the Advanced tab. Please watch our other support videos on our ButterFlyEmb Support Channel on YouTube. This command will set the ticket requester in Zendesk as the customer rather than as the forwarding agent. Create recurring tickets on a schedule. Toggle the Conversation view on and off to enable or disable it. You may be able to make. Now take a moment to digest that less than 1% of our user base has a profile on our Zendesk suite. Articles that help solve issues with email forwarding from an external support address to Zendesk (Gmail, Microsoft, GoDaddy), DNS,. Option to add secondary emails as. You can select any channel except Internal note in the ticket composer to compose a draft message. Reply . Bro , i got this prob too but i already fix it . Confirming receipt is a common email best practice. When the macro with a Side conversation action runs, it immediately starts a single new side conversation with the ticket information and boilerplate text specified by the macro. Zendesk Bringing customers and partners together for next-level collaboration The Zendesk sales team uses Slack's shared channels to match partners with customers. 1. To turn it on, toggle it ON. * Simplified installation for your entire Slack workspace. Hi, I'm trying to implement the simplified email threading. encoded_id}}] . Reply and Reply All in Threads: Simplified recipient selection within email threads. Sie können Ihren Benutzern jedoch auch andere E-Mail-Adressen. When a new email is received, Zendesk scans the message-ID on the email. This can be a valuable feature for technical support teams in an application. In customer service, a confirmation of receipt is a quick note that acknowledges your team received the email and you’re looking into the issue. But what is less well known is that from almost the very beginning, Xero. To learn more about the change,. The Saved Views option uses preset filters. com) then your form should be able to handle transient network errors and, or 4xx responses for. Analytics email threading greatly reduces the time and complexity of reviewing emails by gathering all forwards, replies, and reply-all messages together. This impacts our customer support experience negatively as all information about a ticket is not included in the thread history. This value is the same for all members of an email. Create Email Target. Using a Custom X header (eg; X-Zendesk-Thread-ID: <subdomain>-<ticket_id>-<some_checkable_hash_value>) to track what email is part of a given ticket would enable two things; sending unique emails to everyone on the ticket and the ability to implement native email tracking for open, bounce, etc. 4887 Getting Started Guide | 7 WHAT YouR CuSTomeR SeeS When you hit submit, zendesk sends out your comment. You are currently using live chat and are considering moving to messaging. It’s easy to automate right out of the box, or you can customize it with our open and flexible platform. In a ticket, select a channel from the menu at the top of the composer. Via Zendesk. Please unlink it first or try linking a different Steam account. Understanding simplified email threading Implementing simplified email threading for email applications Just in case you are pertaining to receiving actual. If you're using Gmail, messages are threaded by default—this means you can click a single message in your inbox and see the original message, as well as all follow-up messages in order. I use Outlook (Office365) solely and every email from this company's support team, on access it or scrolling, locks up Outlook with. The templates are formatte used both HTT and basic text emails. inViewport = function (cb) { return this. Click the Templates tab. From Zendesk support September 12, 2022 11:53: ". The agent workspace is where all tickets and all interactions with customers from all communication channels are. e support+id { {id_number}}@mycompany. How it works. You can open threads in a new window by double-clicking them in the thread list, or clicking the small "pop out" icon shown beside the subject line along with "Print" and "Expand Thread". Eduard Kovacs. Select the contact you would like to email from the To dropdown men. Make sure the following options are selected:Email Threading: Chronologically organized emails for efficient conversation tracking. zendesk. This helps recipients understand the topic at a glance and allows for easy organization. ”. Hi! Since Zendesk natively doesn't have good management for blocking e-mail with rules (you can only close a ticket, which then collects dust and interferes with search), we're using Inbox Rules inside Outlook to filter which mail actually gets through to Zendesk and what is ignored (so no ticket is created). Other necessary information or resources: I opened a ticket in support, and I got it confirmed from Zendesk that Simplified Email Threading currently does not support inline image previewing in an email thread. Note: Do not skip this step. They contact your business on one of your support channels. Capture 25 new customers per segmented drip campaign by Q3. On a daily basis, we have the need to simply forward an email ticket to another person or contractor on our team that is not an agent without having to change the requester or setting up a trigger. Get hands-on help, dedicated support or expert guidance. Zendesk introduced simplified email threading on June 15, 2022 to makes conversations in moder email applications such as Gmail easier to continue and more productive for both end users and agents. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings. ; Get all of our messaging tools and more in one all-inclusive solution. SeeSetting up SPF for Zendesk to send email on behalf of your email domain. As we learned in our State of Customer Service 2020 report, though, we found that customer preferences have not shifted as quickly as emerging. A default email experience is already active and ready to use. Suppose an end user submits a support request using Gmail and the agent replies by adding a comment to the ticket in Zendesk. A #public false command will make the reply private. Displays the message history. For. 0. By enabling this app, You. Hover your mouse over the thread to display the options menu icon ( ). Email relationships identified by email threading include:Note: If your account was created on or after June 15, 2022, you already have simplified email threading in your account. This gives Salesforce a better chance of locating the Case. With just a few clicks, you can create a new ticket in Zendesk from any email. We implemented simplified email threading for email applications, and we noticed that our answer bots are no longer embedding the help center article in the email. For example, you can create custom automation to onboard new customers easily with Freshdesk and Zendesk by using. Suppose an end user submits a support request using Gmail and the agent replies by adding a comment to the ticket in Zendesk. Why do emails thread to the wrong ticket? Answer. Create tickets from a contact form. The original email with email headers intact that were sent and forwarded to your Zendesk Support account within the last 30 days. 假设最终用户使用Gmail提交支持请求，代理通过在Zendesk中添加评论来回复。在最初的体验中，最终用户会收到一封电子邮件，通知他们的支持请求已经更新。该消息不仅显示代理的回复，而且还以带有代理回复的线程注释的形式重复用户的原始消息。Zendesk Support is a beautifully simple CX solution for creating personalized service experiences for customers. Click the hamburger menu on the top left to open the left-side panel. Zu meinem Konto gehen. What is the function of the "Send email via Gmail" option? Email suspension cause: Automatic email processing failed; Some agent responses pull the entire email chain into their response; Trigger based on the Received at condition is firing on all tickets; Common issues with email deliverabilityBest practices for agents. Please include any troubleshooting steps you've taken as well as. Hit Update Account Settings at the bottom of the page to save your changes. Zendesk Support is a beautifully simple CX solution for creating personalized service experiences for customers. Zendesk is a premium app. Add this text command at the very top of the forwarded message followed by the customer's email address.