Our application sends correspondence to Zendesk using emails. Responses from Zendesk go back to our system where the sender can read the responses in our internal mail system.
The problem we're having is as follows.
- When the user raises a ticket with Zendesk we use the API to create the ticket.
- If the user doesn't exist, then we create the account on Zendesk automatically.
- Each user has a unique system email address that we generate: email@example.com
- When an agent responds to the ticket, it goes back to firstname.lastname@example.org
- This allows our system to recognise the recipient and show them the response on our internal system.
- However, if the recipient then responds back, we send it back as an email to Zendesk.
- That reply email comes from 1234+XXXX@emaildomain.com as the XXXX allows us to track the email.
- On the email headers, we're sending the email sender to be email@example.com but the respond-to email address is set to be 1234+XXXX@emaildomain.com
- Zendesk is ignoring the Email-From field and is instead reading the reply-to email address.
- So because Zendesk thinks the email is from 1234+XXXX@emaildomain.com, it thinks it's a new person and creates a new account.
Is there any chance we could get Zendesk to actually pay attention to the email headers and instead of using the "Reply-To:" field to decide who the sender is, use the "From:" header as we would have expected to?
Or better yet, it would be good if Zendesk could ignore the "+" suffixes in email addresses.
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