One Domain creating duplicate tickets
We work with another organisation to escalate problems that we can't solve. In turn they send us responses via email, which are logged into our Zendesk system. The subject of the emails are the same so in theory (and according to my understanding) should update the existing ticket rather than create a new one. However, in this case these emails are creating a new ticket each time the domain email responds.
I did some testing and if the "RE" is removed in the subject, then the ticket is updated but if left in, a new ticket is created.
Is there anything which can be done to avoid the duplication of these tickets?
We're currently trailing the Plus plan as we are currently paying for the Starter plan.
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If the person is replying to your original email it should just update, but if they are creating a new email with the response it creates a new ticket. I know in my account I have it set so that when you send an email, you are marking it solved. If it stays solved for a certain period of time (4 days for me) it closes the ticket, and any response will 100% create a new ticket as a 'follow-up' ticket. Maybe checking this setting on your account would stop this. Hope it's that simple~
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Hi Brandon
The problem I'm encountering is that Zendesk seems to create a new ticket each time a particular domain address emails our system, even though the subject matches an existing ticket. It seems to be related to how Zendesk handles emails when 'RE' is in the subject.
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Hey Merethe!
You've already opened a ticket on this, so somebody from our Support team will be able to assist you in troubleshooting this issue soon.
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