Why are incoming emails threading to the wrong ticket?

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5 Comments

  • Lori Anne Graziano
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    How are others mesaging this to their customers to overcome people using an email that has been stored in their address book from a previous ticket and references that ticket to avoid situations of exposure to others that should not be on the thread?

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  • Nicole - Community Manager
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    Hey Lori Anne -

    I'm sorry you haven't received any responses to your question. You may want to re-post it in the Support Q&A topic in the community, where it may get more visibility and hopefully some answers from other users.

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  • Haya Elkadi
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    This reply makes no sense, can someone further clarify in regards to this? 

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  • Devan
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    Hello Haya Elkadi,

    I'd be more than happy to clarify things for you, but first, would you please share a little insight on the issue you are facing and what information is explicitly hard to understand?

    Best regards. 

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  • Rob vanBrandenburg
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    I have the same problem. An initial ticket is created on the customers' internal system, and emailed to our Zendesk instance. When the customers' system replies to an existing ticket, it cannot use the unique 'reply to' address that Zendesk uses to thread the ticket.

    In your answer you say 'the In-Reply-To or References line' - what is the 'References line', can we use that to have Zendesk match the email to an existing ticket and not use the 'reply-to' address ?

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