Incorrect grouping of emails into one ticket

1 Comments

  • Nick Haines
    Comment actions Permalink

    Hi Tom, 

    When a new email is received, there are several things Zendesk looks for to determine whether it should be added to an existing ticket or created as a new one. Among others, Zendesk checks for known message IDs and matching subjects from previous emails, and also looks for specific identifying tokens within the headers and body of the email that Zendesk adds in outgoing email notifications.

    If you have specific examples that you'd like us to investigate, feel free to send them to support@zendesk.com and we can take a look. 

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