I am forwarding an email to a support address in my account that differs from the support address the email originated from. I would expect that since I am sending the email to a different support address in my account, it would create a new ticket in my account. Instead, the forwarded email adds another entry to an existing ticket, which is not the intention.
- I am an agent on a Support account
- 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 will check 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.
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.