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Receiving multiple tickets of the same question from LibAnswers

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Rox Wong

Gepostet 25. Juli 2022

Hi all,

We have a separate system that manages student enquiries called LibAnswers. The initial email comes into our Zendesk and any responses between the librarian and student on LibAnswers will automatically generate a new ticket into Zendesk. 

These tickets use the same subject title beginning with "[Email a librarian] Unable to find items". I have also verified the LibAnswers email address and added "suppress_initial_notification" to the tag.

Can someone please advise how we can avoid this problem and add any correspondence between the Librarian and the student on LibAnswers to the initial Zendesk ticket?

Thanks,
Rox

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    Dane

    Zendesk Engineering

    Hi Rox,
     
    Threading emails on the same ticket is not dependent on the subject and tags. It will depend on the in-reply-to and references lines on the emails. There's a possibility that it is being changed on LibAnswers end when notification are being sent out. 
     
    Unfortunately, we don't have any control on such behaviors. More information can be found on Why do emails thread to the wrong ticket?
     
    Hope this helps.

     

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