Why do replies to email-target notifications create a new ticket? Follow

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3 comments

  • Avatar
    Piotr Szlazak

    Hello,
    I don't agree with this statement:
    "The target notification system is not designed to thread to an existing ticket and it is expected behavior that a new ticket would be created".

    It creates strong confusion for email receivers - how can they decide if they can replay to received notification w/o creating new ticket?
    We are currently adding warning, like 'Please do not replay', but still sometimes this is ignored and we have to struggle with tickets created by accident.

    The best would be to have option to configure behavior for email targets. Either general setting for Zendesk instance or individual one for each email target.

    Regards,
    Piotr Szlazak

  • Avatar
    Nicole Relyea

    Thanks for the feedback, Piotr. 

  • Avatar
    Piotr Szlazak

    Hi,
    I applied small workaround - using appropriate placeholder I'm adding encoded ticket id to the subject of notification pushed using email target:

    [{{ticket.encoded_id}}]

    Please note that square brackets are mandatory.

    This way Zendesk will recognize to which ticket, received email should be added.

    Here you can read more about how encoded id is tracked in incoming emails:
    https://support.zendesk.com/hc/en-us/community/posts/203172623

    Regards,
    Piotr Szlazak

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