Help with Macro


1 Kommentare

  • Joyce
    Zendesk Customer Care
    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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