ticket updates from supplier -> zendesk creates a new ticket instead

5 Comments

  • Nick Haines
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    Hey Bart, great question! I'm going to create a ticket for you so we can discuss this in a bit more detail to see if we can make something work for you. You should get an email from us shortly! 

    Thanks!

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  • Natalie McWilliams
    Comment actions Permalink

    Hi, 

    I'm looking into something similar to this are we able to update tickets in zendesk using the ticket number in the email address, so using this as the fixed email address?

    Thanks, 

    Natalie.

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  • Sean Cusick
    Comment actions Permalink

    Hi Natalie, We apologize, this is not a supported method of updating tickets. No two automated email systems should ever be pointed at one another without a mitigating integration between them. This can result in a runaway email loop. We offer the API for the purpose of communicating with other systems: https://developer.zendesk.com/rest_api/docs/core/introduction

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  • Peter
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    Is the issue from Bart solved ? is there a way how not to create a new ticket when another system replays to zendesk tickets ? 

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Peter,

    If the response is not threading to the appropriate ticket then most likely the other system is stripping out the header information that is required. I would recommend taking at the following article here for more information: Why are incoming emails threading to the wrong ticket?

    We're rather limited on what we can assist with on our end since this is most likely an issue with the other system that's replying back to a ticket.

    Let me know if you have any other questions.

    Cheers!

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