Reply to ricket from other e-mail adress

5 Comments

  • Benjamin

    Btw, I have a Professional plan

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  • Jalle van Goor den Oosterlingh | RealConnections NL
    Community Moderator

    Hi Benjamin,

    It's a tricky situation, but the need is clear, it would make sense to do in that fashion. However, the method of using the +idticketnumber indeed does not work anymore.

    What is a, perhaps too, simple solution is to put the original ticket id in the message that you are sending to the airplane company. That way it becomes easy for the agent to quickly look up the ticket with the customer.

    Another option could be doing something with the confirmation of receipt should you receive this from the airline company.

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  • Benjamin

    Hi Jalle, 

    Thanks for your reply! 

    Okay I understand - but if we get 100 cases every day, that will be messy to work with.

    I also read about "side converstations", but I'm not sure if that can to the trick. 

    So only solution will be to make some custom coding / API thing? 

     

    Thanks for your help 

     

     

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  • Jalle van Goor den Oosterlingh | RealConnections NL
    Community Moderator

    Yes I agree, it will be very hard to do this in a correct fashion if you do not start the ticket from Zendesk.

    The only solution would be doing this with the help of the API, and you want to be looking at the merge call in Zendesk, you'd have to very clear as to when you'd like to merge tickets, but from your story I guess you have a pretty clear use case :). 

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  • Benjamin

    Excellent - thanks - I will look into that! :-) 

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