Why are incoming emails threading to the wrong ticket?

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  • Lori Anne Graziano

    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?

  • Nicole S.
    Zendesk Community Team

    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.

  • Haya Elkadi

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

  • Devan - Community Manager
    Zendesk Community Team

    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. 

  • Rob vanBrandenburg

    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 ?

  • Elissa
    Zendesk Community Team

    Hello Rob,


    I'm sorry to hear you're having trouble with your customers' emails not threading back into the same tickets. Unfortunately if the customers' email system is erasing all of the unique information from the email, Zendesk will not be able to identify that it is connected to an existing conversation. 

    When an agent forwards a customer's email into Zendesk it is possible to manually specify ticket details such as the requester name (see more detail in this article: Specifying the requester in the forwarded email). But, that is the only situation where ticket information can be passed through email manually. It is not possible to do this when an email comes from the customer. 

    I'm sorry for the bad news! If you are finding new tickets being created that should have threaded into an existing ticket, you can always merge them as described in this article: Merging tickets.

    I hope that helps a bit!


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