Is it possible for at third user to reply into a ticket thread by e-mail?
This is the case:
- We offer help to make complains to people with cancelled ticket for airplanes
1. I have a client complaining over a plane ticket and sendes a e-mail to our email@example.com mail, which creates a ticket in zendesk
2. We fill a form on the airplane companys webpage
3. The airplane company reply to the given e-mai
3a. That reply needs to update the original ticket (step 1) created by the client.
I read this article where it should be possible to put in ticket id as a part of the e-mail i.e. firstname.lastname@example.org - but that dosent seem to work anymore - or am I doing it wrong? For in that case, that could fix the problem, if I could put in reply e-mail (in step 2) to be email@example.com.
Hope this question is understandable!
Thanks for your help
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