Announced on: November 18, 2024
Zendesk is introducing changes to how inbound email replies to ticket notifications are associated with the existing referenced ticket (also referred to as “threading”), and we’re providing this announcement to help customers understand these changes.
This announcement includes the following topics:
What's new?
Previously, Zendesk included sequential ticket IDs in the “Reply-to” headers in outbound ticket notification emails sent to end users, and allowed these sequential ticket IDs located in an incoming email reply to be used for threading in certain scenarios. This meant reply emails from your end users would be sent to support+id<ticket-id>@<subdomain>.zendesk.com
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On October 23rd, we updated the “Reply-to” headers in ticket notification emails sent to end users to use encoded IDs instead of sequential ticket IDs. Recently, we also replaced sequential ticket IDs with encoded IDs as a reference for the ticket threading process. This means that sequential ticket IDs will no longer be used for threading inbound emails into tickets. As such, replies to outbound ticket notification emails that were sent to end users prior to October 23 and contain sequential ticket IDs in the “Reply-to” header may create new tickets instead of threading if the encoded ID is not present anywhere in the email.
Why did Zendesk make this change?
These changes were made as part of our continuing commitment to helping protect and enhance the security of our customers’ data.
What do I need to do?
Nothing. The occurrence of ticket ID threading was fairly rare for most accounts, and these changes have been automatically implemented going forward. For more information about the email threading process, including encoded IDs, see How are incoming emails threaded to tickets?
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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