How to forward or copy/cc a reply into an existing ticket?



  • Brett Bowser
    Zendesk Community Team

    Hey Amanda,

    I replied to your question in the following post: How can I add the ticket ID to the ticket subject?

    I've also copied my response below:

    Hi Amanda,

    The Ticket ID and Subject alone will not thread the email into an existing ticket, unfortunately. The message-id within the email header would also need to match the message-id within a Zendesk ticket. More information can be found in the following article: Why are incoming emails threading to the wrong ticket?

    What you could try to do is get the ticket encoded ID using the [{{ticket.encoded_id}}] placeholder. I recommend creating a macro that applies an internal comment to your ticket and just include that [{{ticket.encoded_id}}] placeholder within the macro. 

    Once you have the ticket encoded ID you can try adding that to the forwarded emails subject line within the brackets. The ID should look similar to the following [123456-QRST]. 

    I wrote up a similar Community Tip for how to thread External Target responses to an existing ticket that may also help you: Allow email target responses to thread into existing ticket

    Let me know if you have any other questions.


    Hope this helps!

  • Andrew Ruginis

    Thanks Brett Bowser , I followed your guidance above as well as the other articles you linked to, and this works well and I think results in exactly what Amanda Bohl (and I) were looking for. It is not perfect (requires just enough "clicks" and copy-pasting to feel annoying imo), but it is definitely good enough and better than what I had before... which was nothing!

  • Brett Bowser
    Zendesk Community Team

    Happy to help Andrew!

    Glad the solution I provided was at least able to get you somewhere :)


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