Updating Tickets automatically
HI
I would like for updates coming in from an external gmail account to automatically update open existing ticket rather then creating a new ticket.
For example:
User sends an email to itsd@thehub.co.uk (support Gmail address we have given out) which is automatically forwarded to zendesk to create a new ticket and an email response it sent to the user with ticket number (e.g..#2297).
Now if a user puts their ticket number (#2297) in subject line and chases for an update days later via sending another email to itsd@thehub.co.uk how can we automatically update the existing ticket?
Currently it creates a new ticket with a new reference and sends back to the user / Or we have to manually merge the tickets together.
THanks
Jig
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I believe if the user hits reply rather than creates a new email it will update the original ticket rather than create a new ticket.
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Presumably you send an auto-response - if they have this, they would naturally reply to that, not send a new email with the ticket number in it. If they do send a new email with the ticket number - use the merge option to pool these manually. I suggest you add something to your auto-response to advise how your support works if you are finding this a regular issue.
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