I am forwarding an email to a support address in my account that is different from the support address the email originated from. I expect that since I am sending the email to a different support address in my account, it creates a new ticket in my account. Instead, the forwarded email adds another entry to an existing ticket, which is not the intention. Why are incoming emails threading to the wrong ticket?
- I receive an email from Zendesk regarding an existing ticket.
- I change the "reply-to" email address on the email I receive to be a different support address in my Support account.
When a new email is received, Zendesk checks the email to determine if it should be added as an update to an existing ticket, or if it should create a new one. Zendesk searches the email's message ID, and if it matches the message-ID associated with an existing ticket, the email is threaded to that parent ticket, regardless of which support address the email is sent to. You can view the original email to confirm if the email message-IDs match up. If so, then those messages will always thread into the same ticket.
Zendesk's mail servers check the email headers of all emails for a message-id in the In-Reply-To or References line. If either one of these optional lines is present, Zendesk checks for existing tickets with matching message-ids. Upon finding a match, the incoming email will be threaded to the ticket.
Our hard-coded logic for threading depends on emails conforming to RFC standards, meaning all In-Reply-To and References lines should contain unique values. If a static message-id or email address is used in either one of these lines, incoming emails will all be threaded into the same ticket. As a best practice, static email addresses should never be used on the optional In-Reply-To or References lines.
If you want these messages to create separate tickets, then you should copy the email content, create a new email, and sent it to your support address, rather than forwarding the original message to your support address.