Hi, I would like to combine 2 ideas:
- Directing our customers to submit ticket requests via the web form, which prompts the user for critical meta-data
- Using our custom email (firstname.lastname@example.org) for replies
The catch: I want to recognize whether an external email to email@example.com is a new thread or a reply to an existing ticket. I don't want to create a ticket for a new thread; instead, I want an autoresponder that says: "Kindly submit your question via the web form". I think we can implement this via a transport rule on our Office 365 (Exchange) server that either forwards the email (for a reply to a ticket) or replies to the external user (for a new thread). To make this work, we need a way to know whether the email is a reply to a Zendesk ticket. Is there an email header that differentiates a ticket reply from an ordinary email, when using a custom email domain?
I suppose there might be a way to do this via a trigger in Zendesk, based on whether the channel is Email. That has one big downside: it would create a second ticket in Zendesk, which we would need to filter for reporting.
Any suggestions would be appreciated.
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