Ticket threading issues

Have more questions? Submit a request

5 Comments

  • Allison Ramsey-Henry
    Comment actions Permalink

    What it is a message ID?

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Allison!

    The message-id is a piece of information that's found in the header of an email, and Zendesk uses it to make sure that ticket responses sent via email are added to the correct ticket.

    0
  • Chris Tout
    Comment actions Permalink

    There is still some issue with emails sent to addresses like support@company.zendesk.com vs emails sent to addresses like support+123123@company.zendesk.com.  (The first is a "new" message, the second is more like an alias and generated when a ticket is created).

    One assigns correctly to a brand and the other does not, even if that +123123 part is completely fictional and does not relate to a "previously raised ticket".

    This does not appear to be working as expected (e.g. consistently).

    1
  • Brett - Community Manager
    Comment actions Permalink

    Hey Chris,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further. You'll receive a follow-up email shortly stating your ticket has been created.

    Feel free to reply back from that email if you have any additional information to provide.

    Cheers!

    0
  • Chris Tout
    Comment actions Permalink

    Thanks @Brett,

    So far, no dice - however, I'm hoping to have this raised as a suggestion for the developers to consider.

    0

Please sign in to leave a comment.

Powered by Zendesk