How can I troubleshoot threading issues?

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  • Americo Pagliuca

    We have an instance where we have an external support provider that sends us ticket notifications [via ConnectWise, I believe] which always come with the subject:


    Each time their ticketing system generates a response [whether to us or another third party or to their own office] it creates a new ticket.

    How can I have a trigger based on subject to check if the Ticket#XXXXX exists and thread into that if so?

  • Marco Malbas
    Zendesk Customer Care

    Hi Americo,

    That's a good question. Right now, business rules in Zendesk (triggers and automations) do not have the function to thread emails to existing tickets. Also, while triggers are able to check the subjects of tickets, it would only be for checking it for a specific word or thread. There is no way for a trigger to check the subject and cross-reference it with all the existing tickets.

    I would suggest posting this as a feature request though, as I do see how this can be useful. Feel free to post this here:


    Marco M. | Zendesk Support

  • CJ Johnson

    How can we check the message ID,  when the issue is replies from email to a chat conversation, where we cannot check any message ID on the original message because it originated from Zendesk? 


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