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?
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