Help with Macro

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Saif Almodares

Gepostet 25. Juli 2023

Hi all

we have huge amount of customers, its hard to educate them all on how open new ticket and not replying or reusing existing ticket/message

we even created macro to reply them with instructions when they do this

what is happening is, they open old message and clear the content and reuse it, but as you know the html header belongs to an old message so zendesk will trigger an old closed/resolved ticket and this will cause two or more different cases in one ticket which we dont want it to

my question is, can we create a macro to filter incoming message and see if the html is being reused but the subject is different then convert to new ticket

is this possible?

best

 

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      Joyce

      Hi Saif,
       
      Macro or any business rules cannot be used to identify the elements in the email header of an incoming email. With this, you will not be able to filter an incoming email and teach the system whether to create a new ticket or thread it to an existing one. By default, when a new email is received, Zendesk scans the message-ID on the email. If that message-ID matches an existing ticket then the email is added as a comment on the existing ticket. If no match, a new ticket is created.
       
      We recommend that you create an automation that will change the ticket status from Solved to Closed in a short period of time. This way, when the customer responds on the same ticket or reuses the existing message/ticket, a follow-up ticket (new ticket) will be created from the closed ticket. 

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