Documentation

01  Installing

Find Sendrel on the Zendesk Marketplace and click Install. Zendesk asks which account to install it into and starts the 14 day trial. No card entry. Billing runs through your Zendesk invoice if you keep it.

02  Connecting

On first run, an administrator authorizes the app. Sendrel requests two OAuth scopes, tickets:read and tickets:write, and nothing else. That is enough to read comments you choose to forward and to write replies back as internal notes.

03  Forwarding comments

Open a ticket and open the Sendrel sidebar. Each comment has a checkbox. Tick the ones the recipient should see. Internal notes are marked and excluded by default; you can include one deliberately if you need to.

Pick a recipient, add a short note if you like, and send. Attachments on the selected comments are included.

04  The address book

Contacts are shared across the account. Save a contact once, with a name and an address, and every agent can pick it from the recipient list. You can also type any address directly; typing does not save it unless you choose to.

05  The summary

Instead of forwarding the raw comments, you can ask Sendrel to draft a short factual summary of the selected comments. The draft appears in an editor. Read it, change it, then send. Nothing goes out without you reviewing it.

The feature is opt in per send. An administrator can disable it for the whole account in settings. See the privacy page for how summary requests are handled.

06  Replies

When the recipient replies to a forwarded email, the reply is added to the original ticket as an internal note, with any attachments. The agent does nothing. If a reply arrives after a ticket is closed, it is added to the ticket's follow-up.