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Inbound reorganization
Answered
Posted Oct 01, 2021
Hi there:
When inbounds come in, (calls, emails, or chats) they create a new ticket even if it's from the same user. For Example, if user 1 calls in, zendesk opens ticket X, but then if user 1 interacts with us again it opens ticket Y. This results in multiple tickets related to the same user and the same issue. Is there a way that whenever the same user reaches out, zendesk reopens the initial ticket, or merges them in some way that everything related to that user is in now space?
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1 comment
Dave Dyson
Hi Maher,
Generally, when a customer initiates a new conversation, a new ticket will be created. But if a customer responds to an email notification on an existing ticket that's not already Closed, their response will be added to the that ticket.
An important exception to this is the new Messaging channel. In that channel, customers have a persistent conversation with you that will continue (in the same ticket) until that ticket is Closed. To learn more about Zendesk Messaging, see About messaging
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