Zendesk automation for .eml attachments

A customer faced the challenge of receiving a large volume of forwarded emails every day – each containing multiple .eml attachments with orders, documents, and materials requiring review. The existing manual process was time-consuming, lacked transparency, and made it difficult to keep an overview.

Using Zendesk as the central ticketing platform, Knots Studio as middleware, and specialized apps, we developed an automated workflow: .eml contents are detected, converted into child tickets, and displayed directly in the Attachment Viewer for comparison. The result: more clarity, faster processing, and complete traceability – even with high volumes.

The challenge: Many .eml attachments, little transparency

Our customer received numerous emails every day, each with multiple forwarded messages in .eml format. These contained the actual customer orders, important documents, and files that required verification. The previous workflow caused several issues:

• Each .eml file had to be opened manually in the email client

• High manual workload with large volumes of emails

• Loss of overview when multiple attachments were involved

• Processing steps were hardly traceable

• Documents could not be easily compared or reconciled

• Order sizes could not be measured

The solution: Automation in Zendesk

Together with the customer, we designed a workflow that restructured and largely automated the entire process:

1. Automated ticket creation

Whenever a ticket with .eml attachments enters Zendesk, the middleware analyzes each attachment. For every .eml file, a child ticket is automatically created.
Benefit for the customer: parallel processing, clear assignment, and full history.

2. Structured processing with parent-child tickets

• Each child ticket can be handled individually

• All processing steps are documented

• The context of the parent ticket remains visible at all times

• Clear hierarchy through the Side Ticket App

3. Optimized file management with the attachment viewer

Important documents can be displayed and compared directly within the ticket – no downloads or external tools required.
Benefit: faster comparisons, fewer media breaks, and higher processing speed.

Key fact: .eml attachments are automatically converted into individual child tickets – one per file.

Results for the customer

• Less manual effort: no need to open individual .eml files anymore

• Improved clarity: structured parent-child ticketing

• Full traceability: every step is documented

• Efficient document comparison: attachments can be reviewed directly in Zendesk

• Scalability: reliable performance even with high email volumes

How Leafworks supports you

We bring your Zendesk workflows to autopilot – efficient, transparent, and scalable.
Get in touch today and let’s optimize your processes together.